Man of Honour
- Joined
- 17 Feb 2003
- Posts
- 29,640
- Location
- Chelmsford
I’ve had two products I’ve bought recently which I’ve had disputes with but in my opinion, the problem of faulty goods being delivered is getting more common. So where do we stand on these issues?
1. Table
Summer 2017, we decide to treat ourselves to a new dining room table and 6 chairs. Having paid near enough a few grand, we thought this was something that would be a worthwhile investment, probably to last of the rest of our days. The product was sold to us as an oak table with matching chairs. Looked superb when it was delivered – happy days.
Roll forward a few months and I notice some cracking on the top.. So I reported this to the vendor who stated at the time this was normal for oak. Hmmm.. Roll forward a few months and the problem is getting worse. Again they insisted that oak takes in moisture and cracks over time. However, I wasn’t convinced and a bit of research revealed that Oak is very resistant to moisture and very unlikely to crack, particularly furniture. Anyway, a few weeks later they eventually sent round an independent furniture inspector. It turns out that although the table was oak, there was a veneer finish and it was this that was cracking. "Is it faulty", I asked. "Yes" was the reply. There report was fully supportive claiming that the product was faulty and unrepairable. The order, invoice and website mentions nothing about this product having a veneer finish. Faulty product, yes, Mis-sold product.. Absolutely.
So here was the deal.. Either they pay me £50 to release them from any further obligation and keep the table.. or a partial refund on a pra-rata basis depending on how long I had the product before I reported the fault and the table is returned. I took the latter option and I think out of £999 I paid for the able, I got £750 back.. My argument was, the product was faulty on delivery, not when it becomes visible.
2. Tumble Dryer.
Last November we bought a condensing tumble dryer from Curry’s but noticed almost immediately that every other wash was still coming out as wet as it went in.
At first, we thought maybe we were doing something wrong despite following all the instructions. Eventually, we called HotPoint service and an engineer made a home visit who said this was normal operation and reset the machine to new.
After this visit, washing was still randomly coming out wet but we stuck with this as we were told this was normal, which we disagreed with at the time.
In April this year, the machine stopped altogether with an alarming burning smell. Again, I called Hot point customer services and an engineer was called out. The motor was replaced but although the machine was back up and running, it continued to be "hit and miss" with wet finishes.
A few weeks ago, the washing machine caused the RCD to trip. We replaced the fuse a number of times but continued to trip the system. An engineer is due to visit next week. It means more time off for one of us.
So the machine has broken down 3 times inside the manufacturer’s warranty period, which is soon coming to an end yet they are reluctant to replace or refund.
My wife just wants to ditch the machine and I’m inclined to agree with her but feel that I must have some rights.
What concerns me as that in the event of a possible forth problem, which is very likely, then HotPoint can rub your hands free of this and they’re off the hook. To add insult, if the problem happens not to be a fault, then I will incur charges.
I doubt very much I’ll get a refund.. But should I be entitled?
So as per thread title, where do we stand on faulty goods that fall within manufacturer’s warranty? Are we being misguided into buying extended warranties. What rights are consumers really entitled to?
1. Table
Summer 2017, we decide to treat ourselves to a new dining room table and 6 chairs. Having paid near enough a few grand, we thought this was something that would be a worthwhile investment, probably to last of the rest of our days. The product was sold to us as an oak table with matching chairs. Looked superb when it was delivered – happy days.
Roll forward a few months and I notice some cracking on the top.. So I reported this to the vendor who stated at the time this was normal for oak. Hmmm.. Roll forward a few months and the problem is getting worse. Again they insisted that oak takes in moisture and cracks over time. However, I wasn’t convinced and a bit of research revealed that Oak is very resistant to moisture and very unlikely to crack, particularly furniture. Anyway, a few weeks later they eventually sent round an independent furniture inspector. It turns out that although the table was oak, there was a veneer finish and it was this that was cracking. "Is it faulty", I asked. "Yes" was the reply. There report was fully supportive claiming that the product was faulty and unrepairable. The order, invoice and website mentions nothing about this product having a veneer finish. Faulty product, yes, Mis-sold product.. Absolutely.
So here was the deal.. Either they pay me £50 to release them from any further obligation and keep the table.. or a partial refund on a pra-rata basis depending on how long I had the product before I reported the fault and the table is returned. I took the latter option and I think out of £999 I paid for the able, I got £750 back.. My argument was, the product was faulty on delivery, not when it becomes visible.
2. Tumble Dryer.
Last November we bought a condensing tumble dryer from Curry’s but noticed almost immediately that every other wash was still coming out as wet as it went in.
At first, we thought maybe we were doing something wrong despite following all the instructions. Eventually, we called HotPoint service and an engineer made a home visit who said this was normal operation and reset the machine to new.
After this visit, washing was still randomly coming out wet but we stuck with this as we were told this was normal, which we disagreed with at the time.
In April this year, the machine stopped altogether with an alarming burning smell. Again, I called Hot point customer services and an engineer was called out. The motor was replaced but although the machine was back up and running, it continued to be "hit and miss" with wet finishes.
A few weeks ago, the washing machine caused the RCD to trip. We replaced the fuse a number of times but continued to trip the system. An engineer is due to visit next week. It means more time off for one of us.
So the machine has broken down 3 times inside the manufacturer’s warranty period, which is soon coming to an end yet they are reluctant to replace or refund.
My wife just wants to ditch the machine and I’m inclined to agree with her but feel that I must have some rights.
What concerns me as that in the event of a possible forth problem, which is very likely, then HotPoint can rub your hands free of this and they’re off the hook. To add insult, if the problem happens not to be a fault, then I will incur charges.
I doubt very much I’ll get a refund.. But should I be entitled?
So as per thread title, where do we stand on faulty goods that fall within manufacturer’s warranty? Are we being misguided into buying extended warranties. What rights are consumers really entitled to?
