Hello presenters, My husband and I bought a new television which was an LG Oled on May 15th 2021from Currys in Crawley. We live in Reigate, Surrey and this store is our nearest one. On Monday 18th October 2021 I noticed a thin line from the top of the screen all the way to The bottom, this told me something was seriously wrong with our television set. When we purchased this item for £1,198 we decided to take out a Care and Repair to cover any problems That may occur with this set, this cost us £6.80 and comes under Customer Support Agreement. The television is paid for in full. Yesterday 20th October 2021 our television was taken away for repair which will take approx 7 days to carry Out the repair needed. On purchasing our television set, we were told that we could have a replacement should anything go wrong with It, hence our deciding to go with Customer Support Agreement, this is something we don’t usually do when buying Electrical products, because they are not usually worth the paper they are written on. Today, we went into Currys at Crawley and asked for our money back on the television set, we spoke to the Sales Manager George who said “No” your not eligible under our policy to have a refund at this time, if however the tv Has a fault again and needs repair, then you may have a “full refund” I asked him why cannot we have it now as Our tv is only 5 months old, again he quoted its “company policy” I also asked him if we could have another tv In the meantime to see us over the next 7 days, again the same answer. What is it with these people quoting all the time about their “company policy” what about customer rights or does That not exist anymore!!! I also asked him why does he not go the extra mile to give “customer satisfaction” his reply was that he is not in a Position to do that, he said “your having a 7 day turn around on the repair of your television, usually it would be a 4 - 6 week wait for it to be repaired” he made out he was doing us a favour, when we were assured on the purchase Of the television that we would have a replacement should anything go wrong with it. Surely, our customer rights in asking for a replacement is legal and what their company policy says which is different To our rights, is not legal only to Currys itself. All we wanted was our money back in order to purchase another television from somewhere else, we were going round In circles talking to this Manager, he was not sorry for the inconvenience to us and if I lived on my own I would be lost If that’s the right word without anything to watch in the evening, this again fell on deaf ears with him. We will never purchase anything from Currys again, their customer service is rubbish, they have a don’t care attitude Towards their customers, they think because your pensioners and retired you have plenty of money, we saved up hard For this television and end up being treated as though all this is our fault and we should be grateful to them for a 7 day Turn around on the repairs being done to our tv. I trust you will give this your attention and appreciate your time reading it. I await your reply and outcome if any on this problem. Many thanks. Regards, Sandra Bridgman (Mrs)