A letter I've just sent recorded delivery to Currys... Dear Currys I am writing to you today to express my total disbelief at your service. I bought a dishwasher from you 2 months ago, and I reported it faulty 2 hours after your guys installed it. Since then it has been an absolute horrific experience which I have detailed below. I must warn you now that this is my final attempt to give you an opportunity to remedy this situation before I involve a solicitor. I have totalled my time on the phone to you and Samsung, and this is now over 12 hours spent either talking or on hold! 6/3/21 I purchased a Samsung dishwasher online from Currys. 8/3/21 The dishwasher was installed by Currys, They checked that it came on and filled with water, then were happy to leave it at that. An hour later I tried to put it on a full cycle, It did not work, it just filled with water and stayed like that no matter which cycle I selected. I called Currys, and no matter which option I selected it was either referring me back to website or direct to Samsung. So I got through to Samsung and reported that my brand new unit didn't work, they trouble shooted over phone and agreed that it needed an engineer, I explained that It was an hour old and i didn't want a repair, I wanted it replacing. They then managed to connect me internally to someone at Currys who said they would get back to me within 24 hours to arrange a swap. 11/3/21 No one had contacted me after 24 hours so I went onto Currys website and their live chat because you cannot talk to someone in person on their phone. They had no record of my issue and explained that I would need to call their helpline... I did this and got back through to Samsung. Samsung explained that they would need to send someone out to verify the fault before issuing a returns authorisation, they would get back to me with a date. 12/3/21 I sent an email to Samsung explaining my dissatisfaction at buying a new unit and not having any recourse at all, I received a generic response saying a case was open and they are dealing with it. 14/3/21 Contacted Currys/Samsung again explaining that they were breaching their obligations under the consumer rights act 2015, this fell on deaf ears, there is nothing they can do until an engineer had been sent out, but if I felt that my rights were being breached then I should go back to Currys (who's helpline just puts you back through to Samsung) They transferred me internally and the guy from Currys was shocked that this was happening, he explained that he would personally deal with it and get back to me within 20 minutes with arrangements to swap the Dishwasher. They did not call me back! 16/3/21 Called Currys/Samsung again explaining how unhappy I was with their service, they said I should go back to Currys to get a refund, when I explained that I couldn't without a returns authorisation from them, she said 'yes, I know' without a hint of understanding the Irony. 17/3/21 Samsung called and explained that an engineer would be in touch I explained I didn't want a repair though, I didn't buy a second hand unit, it was new, she said they would be able to swap it providing the engineer found a fault, and then went on to tell me that if they didn't, then there would be a charge of £170 ish fee. By this time I just felt beaten down and agreed to anything. 20/03/21 Engineer called me to say they would be repairing my unit, I said that I didn't want a repair, the dishwasher was faulty on day1. They said I would have to take this up with Samsung. I did this but got nowhere, by now I just wanted someone to help, and I wasn't bothered what happened, I just wanted a working Dishwasher. 23/03/21 Engineers called (Hubys of Hull) to cancel and explained they would get back to me, but it would be a few weeks before they could fit me in and would get back to me with a date. 25/03/21 I had taken a couple of days to calm down as this was obviously getting me down. I called Currys/Samsung again and explained how unhappy I was at buying a new Dishwasher that didn't work and it now being nearly 3 weeks, and still nothing is being done. I got the familiar generic response. 3/4/21 Huby's got back to me to explain that someone would be with me in 2 weeks..... I'd given up and was close to just throwing the Dishwasher out so just agreed. 15/4/21 Engineer attended, 30 seconds in he said, 'yeah, your motor doesn't work, they should have just swapped this' he explained that his report would go through to Samsung, and if I called them tomorrow they would have this info and would be able to arrange a replacement 16/4/21 Called Samsung, we can see that he attended, but don't have any information from the engineer. They said they would chase 19/4/21 Called Samsung again, same response as above. 22/4/21 We are now a week after the engineer came and still nothing, no response from Samsung, and Currys won't deal with me without a returns note from Samsung even though I bought it from them. This is now close to 2 Months from purchase and has been faulty since day 1. 25/4/21 Emailed Samsung to see if they had got a response from their engineer yet, received a response that someone would be in touch. No one got in touch! 28/4/21 Called Currys and actually got through to someone in the UK (I think) I explained the situation, they were sympathetic and couldn’t understand how this could happen, it should have been swapped out on day 1. She put me on hold while she spoke to Samsung, Samsung told her they had no report, and then proceeded to ask me what day the engineer attended (I’m gobsmacked at the incompetence at this stage). After 40 minutes on hold Currys transferred me to Samsung (without warning) Samsung spoke a few words which I didn’t comprehend, then the line went dead! I called Currys back up and got through to someone different, I asked if I could speak to the previous team member to save having to explain everything again, the operator said she would send an email requesting she call me back. 28/4/21 20 minutes after the Currys call above, I received an email from Samsung saying that they are organising an engineer to come out and look at my dishwasher. Are you actually kidding me???? Back to square one….. Consumer rights act 2015 regards to white goods, I should be offered a replacement or refund within 30 days if faulty, I reported this issue after 2 hours, we are now 2 months down the line and I’ve had enough. Ps, Currys did not return the call as mentioned above.