Purchased: Dec 2016
Credit Card: Barclaycard
Result: Full refund via Section 75 Claim
19 Oct - Sent first return and refund claim to Currys via email. The usual back and forth ensued. Did not get emotional as goal was to get to their final position email as fast as possible.
21 Oct - Received final communication from Currys that no resolution beyond supplying the Smartthings Hub V2. Objective achieved to obtain this email quickly. Also, contacted Samsung via online chat etc but nearly impossible to have a proper dialogue - something that takes 5 mins to talk about takes 50 mins via chat (think the person is having 10 x simultaneous conversations) so gave up but was promised a Hub V2 via email.
23 Oct - Called Barclaycard disputes team. Was posted the Section 75 paperwork.
28 Oct - Completed the Section 75 claim paperwork providing copies of everything as detailed here. Sent it off.
1 Nov - Started calling and chasing progress. Eventually, after going thru an overseas call centre, you get transferred thru to the UK team. They were well versed in deflecting this issue and used similar arguments to Currys. “Did it not occur to you that when you bought it this feature was missing?”, “Samsung are offering a free Hub V2 and this will give you the functionality”. Stuck to my guns and advised the Smartthings was a major factor for purchase and wanted my refund.
2-3 Nov - Kept calling and nagging why no one has looked at my case. Probably got deflected 3-4 times. I insisted it was escalated, which they promised (to the “Level 2” team)
[Interlude: Was overseas till 17 Nov so no more chasing during this period]
19-30 Nov - Kept chasing the level 2 team but as they “were so busy no one had yet been assigned the case”. This was contrary to their complaints procedures where they sate the timescales they endeavour to work to.
3 Dec - A letter arrived saying that as they had not responded as per their own complaint guidelines I was I was entitled to refer to the ombudsman if I wished.
4-11 Dec - I phoned again every 2-3 days to complain about their complaints process (they still had not assigned an individual to handle my case, said was totally unacceptable, why case manager not assigned, etc etc).
11 Dec - Get a surprise call in the evening from a case manager. He takes me through an explanation of what has happened so far as call was recorded. Thought he was setting me up for a decline, but...
Dec 13 - Letter arrives from Barclaycard confirming the above.
Dec 21 - Return label arrives. Decide to leave till new year to return. Barclaycard said in a confirmation letter that it would be credited once TV is received by them.
Jan 2 - The TV was despatched via Parcelforce 24 signed-for and arrived at their office the next day.
Jan 6 - Was credited the full £1,900 plus £50 plus £140 shipping