How long should it last?
Durability
Durability is another recent addition to the definition of quality. How long should a dishwasher or a vacuum cleaner or a printer last? This is a very common source of complaint and one which manufacturers were always quick to turn back on the consumer, requiring them to provide proof that the item did not conform to contract specification from the start, or implying an element of misuse or neglect. Thanks to the new European Regulations, UK law now offers greater protection for consumers against products which develop faults within the first 6 months. The assumption is now that if it breaks down within this time period it cannot have conformed to the contract specification when purchased and you have the right to an automatic repair or replacement. Having said this, items which should last several years can still break down after this six month period. If the retailer or manufacturer’s warranty has run out, the shop is often quick to say there is nothing they can do before attempting to sell you an extended warranty. This is misleading. If you buy something which should last 7 years but breaks down after a year and a day, you can still claim it was of poor quality in reference to the durability aspect. In this respect it will help to know how long items such as washing machines or printers should last. You can get this information relevant trade association
I can’t get spares
It could be that due to the discontinuation of something you have recently bought, you can no longer get your hands on spare parts, rendering it un-fixable. Unfortunately there is no legal obligation for a manufacturer in this regard, although there are some trade associations who require their members to ensure products are not rendered useless due to the absence of spare parts.
Your Statutory Rights
- How do you measure quality?
- It’s not fit for purpose
- Is the guarantee worth the paper it’s written on?
- I bought it from a bloke down the pub
- Rights when knowingly buying damaged goods
Common Complaints
- They say I’ve taken ownership so it’s my responsibility
- Do shops have to give me my money back?
- The shop doesn’t want to know, they say it is the manufacturer’s responsibility.
- It’s second hand – do I have any rights?
Thank you for your full and comprehensive advice for the return of damaged items bought on the internet. I recently bought a Transformer OPTIMUS PRIME toy and it was clear once opened that this had already been returned. As a result there were no batteries in the toy and some of the parts were broken. I asked for a new one from the distibutors via Amazon and they made the assumption that I caused the damage. I was really upset by this as all I ever wanter was a toy for my son which was not scratched and damaged the moment he opened it. I believe I have a right to a new replacement toy or my money back. Please could you confirm this so I have the confidence to return without feeling I have done something wrong.
Regards,
Sarah Leetham
Sarah, the time you had possession of the item before notifying the supplier of the problem should be testament to the fact that the damage hasn’t been caused by you. Under Sale of Goods, you can rightly claim that you haven’t ‘taken possession’ of the goods and are seeking to reject them. Additionally, for damage spotted within the first 6 months, it is for the supplier to prove that the goods conformed with the contract at the point at which they were supplied – and not you to prove that you didn’t cause the damage. You have the right to a replacement or a refund without having to foot any additional postage costs yourself.
Hi.
I bought a pentax digital SLR for around £600 in mid august of 2008. Yesterday it developed a fault where it would not read memory cards. After searching on the internet and on forums i find that it is a common fault which can happen at any time, and that a repair costs around £200. On the “repairs” slip there is even a tick box for this problem. This leads me to assume that this is a fault which exists in pentax cameras and that it has nothing to do with wear and tear or any fault on my part. After 18 months am i still covered? Should it go to the manufacturer or to the retailer?
Thankyou!!
I am having a ver similar issue with a canon camera. 12month manufacture warranty and after 14 months it started displaying issues. An engineer said the main circuit board needs replaced and the issue is an electronic failure not maltreatment. Cost £200 for a camera that cost me £400.
I would be interested to know the best course of action for this.
Note// I raised a complaint with Canon to cover/supplement the repair cost and am awaiting a response. Simultaneously raised a complaint with the retailer to see if they will repair free of charge, also awaiting a response.
PS. My issue was resolved by contacting the store i purchased the camera from. 1 year manufacturing gurantee had passed so Canon could not help and advised i contact the store as they are responsible under trades act. As it happened Dixons were excellent and repaired teh camera free of charge. I guess it does pay to go with big responsible retailers rather than the cheaper online stores sometimes…
Hi
My wife bought me a samsung digital camera for my 50th birthday from Argos, she bought it in January 2009, and gave it to me on my birthday 22nd February, it broke on 3rd March 2010. My wife took it back to Argos who have refused to help and referred her to the manufacturer, the camera has a 2year manufacturers guarantee, unfortunately they aren’t open today, where do we stand on this.
Many Thanks
Graham
I wrote to a stores head office as I had bought a watch as a christmas gift 2009 and it broke in Feb 2010, the store refused to exchange it as I’h had it for more than 28 days. I used the letter template requesting a response within 14 days. I have not had a response, what do I do now?
I brought a Beko washing machine from a mail order company last June (09). Unfortunately it broke down last sunday, got an engineer out today who has said that the motor has burn’t out. I spoke to the company that i brought it from and they advised they won’t replace this and i will have to wait for repair. I asked how long they thought a reasonable time was and they responded with 14 days from when the engineer firs attended. He has advised me that i shouldn’t expect to get the machine repaired until a week on Friday because of the bank holiday.
I feel if he product has already broken that it is not fit for purpose and would like a replacement. They have refused, even though i have exceptional cicumstaces (I have contagious skin disease were by so as not to infect anyone i have to wash my bedding and towels daily).
However they are saying i must allow them 14 working days? is this correct or is it 14 days from point of breakdown
I purchased a slow cooker from Argos on the 22nd nov 2009, the slow cooker it now not heating up on the lowest setting, am i withion my rights to return the product to Argos under the sale of good s act and what can i expect them to do
BOUGHT AN LG 42 INCH TV FROM SOUND AND VISION 3 YEARS AGO COSTING 800 POUNDS NOW PICTURE NOT WORKING. THEY SAY ITS NOT THEIR PROBLEM WHO IS RIGHT . I BELIEVE THEY SHOULD FIX THE TV
I have some headphones which I have had for 18 months. These came with a manufacturer warrenty of 24 months. I sent these back to the seller, who informed me that the headphones were indeed faulty and not damaged due to wear and tear. They offered me less than half the original cost; as the model is no longer stocked – claiming I’ve had 18 months use out of them. I insisted that I should be provided with an equilivant replacement or a full refund (or at least a resonable offer). Am I correct? Also if I am, what can I do to progress this further?
My current mobile phone is on contract from Vodaphone over 2 years. The shop I got it from tried telling me that only the first 12 months would be covered by the manufacturers guarantee, and that for peace of mind I should take out and extended guarantee to cover the 2nd year.
I pointed out that the Sale of Goods Act would automatically cover me for the 2nd year, as the contract was for two years and that the phone should be expected to function correctly over the whole two years, baring accidental damage.
I also stated that as the seller, any fault that developed in the 2nd year of the contract would be their responsibility, and that replacement or repair costs would be down to them.
I was told this was not the case, and that the act only covered the cost of replacement parts, not the postage or labour charges, which can easily reach 200 pounds or more.
I still think that in any contract with a shop, the goods they supply should be in working order for the duration of the contract, and that they would be liable for any repair costs.
Who is right? Me or the shop?
I bought a PS3 in March 2008, it has just stopped working with the infamous ‘yellow light of death’. I bought it online and it cost me £310 so I expected it to last much longer than 2 years. I am unsure who to contact, should it be Sony or the website which I purchased it from but is it even worth it considering it is over a year old? Any information would be greatly appreciated, thanks.
Have a look at these links on you tube for your problem with your ps3. may save you some dosh.
http://www.youtube.com/watch?v=4_Ic1_TY-GU&feature=related
http://www.youtube.com/watch?v=Vr1zyAGwnuU&feature=related
Hi,
I am having the same dilemma – how did you resolve yours?
Chris
Hi mate, well I emailed the play.com that it was out of order and so on and I expected them to repair or replace it. They replied and said without a manufacturing report they were unable to give a full refund but would pay half the repair costs (£66) as a ‘gesture of goodwill’. So since I had already sent my Ps3 to be fixed I couldn’t get my report so I accepted the offer and got a refurbished Ps3 for £66 which wasn’t to bad although the first one they sent me was awful as the fans were far to loud so they sent me another one and thankfully i’ve had no problems with this one. I’d email the company and just state the sale of goods act and request some type of compensation. Hope this helps.
I brought a television from littlewoods home shopping in September 2008 it has know broken down with the sound converter going.littlewoods say i should contact manufacture they say i should contact littlewoods.Who is right ?
I purchased a 19inch TV from Currys on the 15/11/2007 the dvd player stopped working just after 1 year and now the tv does not work. Have taken it back to Currys but they were not very helpful and said this model was no longer made what are my rights regarding this Brian
I purchased an American style Samsung Fridge / Freezer in March 2008 costing a little under a £ 1000.00 from Tesco Home Shopping and after fusing my whole house electricity system the engineer has told me that it now needs a new Consumer Unit at a cost of nearly £ 300.00. Is it unreasonable to expect a product of this price and quality to last more than two years, what are my rights regarding this under the Sale of Goods act?
I have similar problem, how long should a fridge freezer last? I bought mine six years ago, it is still brand new looking but has suddenly packed up.I tested the powerpoint, changed the fuse but it still doesnt work, all my food went off. Beko want to charge me £58 call out plus VAT etc. What do you think? Regards
i bought an xbox 360 back in 2006 and it broke after the first 8 months xbox then “repaired” the console but did not renew the 3 year warenty now the warenty has expired and they refuse to fix it without costing me, i dont know how long an xbox should last but surely it should last longer than 3 years after repair?
Hi i bought a pushchair from a reputable company on the 12 sept 10 but on several occassions it has tipped over with my 8mth old baby in it. I had no bags on the bag it just seemed to lose balance. The shop has checked it and said there is nothing wrong with it. Im frightened that as my baby gets bigger and moving around alot more that the problem will get worse and that she could hurt her head. Is there anything I can do.
i brought a backpack and it was nylon and ripped after a week with they exchange it for me as i still have receipt????
This is all well and good but try acting on these laws you get nowhere ? My samsung monitor was built with an inherent fault (bad capacitors)i have emailed samsung and the retailer and they have both basically told me to get lost.
I bought a pair of school trousers from a JR Fashion on the 11th Novemeber and they have fallen apart at the seams, I tried to return them but thay stated that all goods are only gauranteed for 28 days and this is the case in all clothes shops. My daughter only wore the trousers about five times as the christmas break was inbetween buying them and she was also off school poorly for a week. The “management” were incredibly rude to me and my daughter and although the trousers were relatively cheap …£11.99 i want to take this further but as they are an independent shop am not sure which route to take? can anyone advise?
i bought an LCD tv (toshiba) from ebay in may 2009. and it didnt turn on 3 days ago, i took it to a shop for repair and they said it shouldnt have happened but will cost 230 to be fixed, i payed using paypal so i have a record of the sale, do i have any rights with this
thanks
colin
Just googling info on Toshiba TVs breaking outside warranty and found your post, my sons Toshiba has just developed the same fault ie not turning on. It is 2 weeks over the 1yr since I bought it and from some internet searching it is clear this is a regular fault with Toshiba TVs (something to do with the internal power supply) so I am not happy as I have never had a TV fail so soon in fact I have never had a TV die on me before it was thrown away due to being so old and out of date!!! I plan on ringing Toshiba directly and raising hell as 54 weeks is not acceptable lifespan for a £400 TV in my view!
I’ve had the same problem with my toshiba TV just 3 years old – seems the internal power supply is faulty.
Did you have any luck with Toshiba?
How do I deal with a defective electrical item, which was delivered new to my door, has developed a fault 2 weeks after purchase, and cannot return it physically to the store, being elderly and partly disabled – the vendor refuses to collect it back for examination and presumed repair; he says the onus is on me to get it back to his shop.
I bought a 3D ventura travel system from mothercare when i was 8 weeks pregnant, but the garantee didn’t start until my due date, i have been using the travel system for 7 months now and at first i thought the pram was amazing, now that my son has started using the pushchair mode, their seems to be all sorts of problems, the brakes don’t work properly, the basket is inaccessible, the handles are very wriggly, the bar in front feels like its goin to snap, the harness straps are to short and i can’t strap baby in properly, the recline and sit up position is extremely difficult to do, it doesn’t fold or erect very good, endless problems that are causing unnecessary stress, am i entitled to a refund from mothercare ?i have 5 months left on the garantee..
sally
bought 32in lcd tv from argos june 09 it has stopped working do i have any right to replacement
Xbox Kinect has more distinctive technology using the controller-free Kinect, rendering it all the more frustrating that Microsoft’s own games felt more derivative as opposed to third-party Dance Central. Worse still , one of the most awe-inspiring Kinect game introduced this week, Child of Eden, wasn’t playable, and contains no release date announced.
Hi
I purchased a 51 plate Ford Mondeo with 88000 miles from a dealers on the 1st Feb 2011 for £2040 with a 3 month warranty, after only 5 weeks the clutch has started to fail, I tried to get it repaired under the warranty, I was informed it was not covered because it is down to wear and tear and I am looking at having to pay up to £750 to have it replaced.
I informed the car company and they will not take any respectability for the repairs, and if the clutch breaks it will also damage the gear box which will mean more expense.
Could you advice me please
I purchased a mirrored bathroom cabinet in July last year. Before Christmas I noticed that the bottom of one of the mirrors, the silver backing was deteriorating. Since then it has got to the point that all the mirrors are deteriorated badly at the bottom.
To me this seems like a manufacturer fault as a mirror for a bathroom should be more sturdy and should be able to take a bit of moisture. I beleive they should have sealed the edges of the mirror if there was any risk of water damage.
I have sent photos and details to the online retailer and am waiting for a response.
As it’s over 6 months, do I have a case?
Can anybody advise me or direct me to a website that states how long a laptop should last before either the converter or back light goes?
Thank you
I have an Iphone 3gs on 2 year contract with Orange, the phone broke once within it’s 1 year warranty and was replaced, the new phone has now broken but is out of its 90 day warranty and they want 80 pound to repair it yet I have 12 months left on my contract with orange, should orange replace it under the sale of goods act? can you advise on this please?
URGENT: I bought a £200 camera 3 months ago. Since then I have been travelling for 3 months around Asia where my ‘waterproof’ camera breaks the first time in water during the 1st month. I notified the company as soon as it happened. I have just returned and now have no use for the camera which I bought soley for my diving and snorkelling trips in Thailand. I want a refund but the company say they cannot guarantee this, but they can offer repair. Am I still within my rights for a refund?
i bought an apple macbook 2-3yrs ago. the battery is swollen and does not work. Looking at similar reports some people got a replacement and others didn’t. This is not fair, with or without a warranty and is just plain wrong. After speaking with two representatives in the technical department I have been told that its a ‘design feature’, not a failure (laughable!). However, possible battery leaks, acid burns and the potential of a fire with these types of batteries make me believe this is a safety issue which Apple have to take seriously. What is your take on this? Should I get a replacement or discount?
Many Thanks
Yotin
i purchased a Beko american fridge freezer in june 2009 june 2011 it gained a fault lost temperatures in both sides had an engineer out from home serve he said the cooling system had a partial blockage he gassed and un gassed severral times to try to shift it but no good after 4.5 hours he held his hands up and said sorry its had it what i want to know before i go screeming down the phone to BEKO what do you class as a mimimum expected time for a fridge freezer to last without repair 24 months is not what i would call reasonable do i have a case
i bought a dell inspiron 1110 28th january 2009 and the hard drive failed on it a few days back i gave them a ring and they said that it has just run out of warrenty but it should of lasted a good 5-7 years can i still get it repaired under consumer rights or will i have to pay
Go back to your retailer and explain that although the product is outside of the warranty you would expect a laptop to last longer than 18 months and ask them what they are prepared to do for you.
If the retailer or manufacturer’s warranty has run out, the shop is often quick to say there is nothing they can do but if you buy something which should last longer but breaks down after a year and a day, you can still claim it was of poor quality in reference to the durability aspect.
Its worth a go
To offer some reassurance, I was bought an underwater digital camera from Amazon. I received it on the last day of a holiday, and it worked fine for the day or so it was in use. A problem started to make itself apparent on its next use, 6 months later, but it was over a year before I realised it was a fault with the camera draining batteries, not my choice of battery. After discovering this was an inherent fault in this camera, I requested a refund around 18 months after purchase.
I had to put up a fight, as Amazon initially used the “out of warranty” argument, and stuck to their guns, but after citing the relevant section of the sale of goods act, they finally accepted responsibility and gave us a full refund.
It now seems I have a similar fight on my hands, as our 52in plasma TV has developed a blue vertical stripe down the right side of the screen 20 months after purchase.
My advice is:
Approach the vendor…. they have the legal responsibility .. NOT the manufacturer
Quote the law in writing, and provide the relevant section under which you believe you are entitled… it’s amazing how they change attitude when you show you know the details of the law.
Stick to your guns, you may have to argue the case a few times to get them to see reason.
If you fail with polite requests, make it clear you are willing to take the matter further
They will not replace it until it has been sent off for inspection and wait for the report takes up to 7 days and they decide from their if they will refund or replace the item
y Partner Purchased a Panasonic 42 inch Plasma Tv from Kays catalogue November 2008, costing £699. And has been used as an occasional tv as its been in our bedroom so doesnt get a lot of use. I was in bed watching Cartoons with my daughter this morning (31-08-11) when the tv suddenly switched off for no apparent reason. I unplugged the tv from the socket and plugged in another electrical item which worked on the same socket. Plugged Tv back in and still doesnt work. It doesnt power up at all. Upon looking on the internet this evening there seems too be a common fault with the PSU’s in these Tvs. A very strong worded letter has been sent (recorded delivery) to Panasonic. As this will cost a cpl of hundered of pounds too get fixed…providing parts are still available. I would have thought a Tv would last a lot longer than two yrs.
I purchased a pre-registered nearly new Mazda 3 with a 3 year warranty from a franchised dealer. The car was serviced regularly by a franchised dealer. After the expiry of the warranty and less than 2000 miles after the latest annual service, the engine ceased due to timing belt failure (more precisely – failure of the tensioner). I was lucky to escape a potentially fatal accident on frozen roads. The whole engine had to be replaced at the cost of £3,626. Mazda Motors UK contributed only 35% as a goodwill gesture for having full service history with their own franchised dealers.
Issues: timing belt replacement is due at 150 000 miles or 10 years. My car was only 27 000 miles, just over 4 years old. The cause of failure is not in dispute, but Mazda refuses to accept liability as the car was out of warranty.
An expert from Gates confirmed that the timing belt and components must last at least the stipulated mileage and years and beyond.
Section 14, Sale of Goods Act 1979 stipulates that goods must be of satisfactory quality and fit for purpose, which includes an element of durability. Clearly, my car was not durable enough to last beyond 27 000 miles and way too short of the expected 150k miles for the timing belt life. A car is expected to last for several years, not just for the duration of the warranty.
Mazda Motors UK have been very arrogant in dealing with my complaint.
Some 2000 miles after the engine replacement, the starter of the car failed. The dealer quoted me £300 after supposed discount of 35%. It is likely that the starter failed following taking it off the old engine and putting it on the new one and jostling it in the process.
Previous break down: the vehicle’s turbo charger failed at 22 months. It took Mazda 2 full months to replace (simple swap of turbo chargers which takes a couple of hours) and longer than that to do ‘investigation’ on the matter.
Solicitors have advised on taking legal action against Mazda.
Could any one relay similar experience and what was the outcome of your court case?
I have been looking on the web for some concrete advice about how long certain goods are expected to last. Came here and found it odd to see how many questions are being posted considering the hardly any answers are given
whats the point……
Most questions have been answered in other replies
Hello.
My son was bought a MGP Nitro Extreme scooter for his birthday in July, after about 4 weeks the Flex fender(brake lever) snapped, so we contact shop who was very sorry, bring it back in and we will replace, due to spares etc with their supplier it took 7 days to get it back.Well this morning the replacement has snapped!!, can we ask for a refund on the scooter as we feel that these flex fenders will fail every 4 weeks. Many thanks
I have more or less the same problem. . .
I purchased a Beko washing machine from a Tesco last year. Its now 20 months old and has gone past its guarantee. It packed in last month and I have contacted Tescos, who kindly offered me £62 as a kind gesture payment. But as i stressed. A washing machine is a necessity, I would like a repair or the equivalent machine replacement. This is the second time I have purchased this machine from Tesco . I will definitely not buy another major household appliance from them again as iv been left disheartened by the operatives. . . I contacted consumer direct and was instructed that I am entitled to a repair, if this is not possible im then entitled to a replacement like for like . [atleast i think thats what he said] buying a replacement machine would be such a task for me. Im on a fixed low income so its just impossible.
Hi,
I bought a Macbook pro from an Apple store a little over two years ago. Yesterday, completely out of the blue, computer crashes and won’t start up. Took it to the Apple store for repair, and was told that the hard drive needs replacing, and that it would cost around £135. Left it with them. They told me 24 hours, but heard from them within the hour that it was ready for collection, and so I will be able to pick it up tomorrow (yay!). Granted they did it very quickly. I was wondering if the hard drive would come under the “not fit for purpose” category? Surely a hard drive in a laptop that I paid near £1000 for should last more than two years? Any help would be much appreciated!
Also should probably point out that I am not a heavy user. Just a laptop for home. Bit of browsing, few spreadsheets here and there, nothing excessive.
aya
Problem is 2 years is fairly long for that sort of item. At the end of the day it wasn’t a catostropic failure, it was a less than £100 part(taking away labour)of a £1000 machine. If the whole machine was scrap then maybe you would have an argument.
Hi, I have had my iphone 4 a little over 14 months and recently the home button has started to stick and has become unresponsive. I took the phone to my local Apple store where i had an appointment at the genius bar. The team member told me that as i was out of warranty (by 2 months) and that i’d have to pay £120ish pounds for a new one. I explained that i haven’t had the time to get to the store as my work can take me out of the country for several weeks at a time. He then told me that there was nothing wrong with the phone and all i had to do was push harder on the button. He was the rudest, smuggest person i’ve ever encountered. I’ve searched Apple website to make a complaint but cannot find an address. Is there anything i can do to resolve this. Is this a case or durability. Thanks
I bought a highsleeper bunk bed for my son fron Next as he has a very small room and it gives him extra floor space! I ordered it from them as their furniture generally is of good quality. I ordered it in Dec 2010 and it was delivered in jan 2011. The spars on the side have now snapped from where they were welded together. Can I complain and request a replacement? It’s now a very dangerous bed as he can roll right off from the top bunk.
I think they should be able to with stand a lot more weight against it than what they actually have!
I bought a Siemans combi microwave oven 2 years ago for £800 and there is now a large amount rust within the main compartment, the fan at the top is very rusty and I am concerned that rust will fall into the food as it is cooking….
I had purchased an extended warranty which was offered by General Electric and they came to view the oven yesterday and I was told it was my fault as if there is any steam in the oven after use I should always clean it. There is absolutely no mention of this in the isntruction booklet in fact, the cleaning recommended in the book is using the ovens pyrotechnic self-cleaning which is excellant and there is no need for manual cleaning.
The engineer said it was the worst case he had seen but the extended warranty does not cover rust and my only option was to take it up with Siemans.
I believe that the oven is not fit for use and is in fact dangerous as rust can fall into the food as it is cooking. Do I have a case to demand a replacement oven from Siemans?
I have bought two ipods from apple, one which is now 2 years old and another which is 1 and a half years old both are now broken the products were cared for and looked after very well! apple says i can pay to have them fixed but they want half the money i payed for them. when i bought both ipods i thought they would last longer. Am I wrong or do i have any rights?
Ellen, you have consumer rights. For one, EU regulations state that all goods should last for minimum of 2 years. This covers your second ipod. Otherwise you can rely on Sales of Goods act, that an ipod is meant to last for good several years, rather that just 2, so go ahead, complain to apple, if not Small Claims Court. Good luck! If you need assistance, post a request here. I will ask the moderators to allow you to contact me, if they would agree.
My sister bought a Christmas tree in October of 2010 and it worked ok for the festive season. It was stored properly in its box in a cupboard with all the other Christmas trimmings of which all other things work. The tree has come out of the box and won’t light up. After an email to the company they replied and said that there was nothing they could do as its out of warranty. Surely it being a Christmas tree, not constantly used and only out of its box one month a year, this would come under the category of ‘Not fit for purpose’? Could someone give me some advice please as its the festive season and she wants to get this sorted while she can. Thank you in advance
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I have a IPhone 4 with a 2 year contract and am 16months through the contract. The phones lower speaker has stopped working so when i make or recieve calls the other person cant hear me. From forums other people are having this issue and Apple wont do anything. I have a cover on it and have looked after it and not dropped it. I want to fight them under the sales of goods act as I would expect it to last more than 2 years and if its a fault not me damaging it then they should fix it for free should they not???? Please help
I purchased a TV and VCR/DVD from Tesco 2 years ago and had nothing but trouble for some months; mainly the two items periodically “refused” to communicate with each other. I took the items back to the store twice, to no avail. “Expert” grandsons failed to identify and fix the problem, so I got out what the family calls my “asbestos notepaper”, (guaranteed not to catch fire no matter how hot under the collar I get), and wrote a very stiff letter to the Company Chairman (name, head office address etc. obtained on the web); lo and behold a veritable football team of engineers arrived on the doortep 3 days later, and the offending equipment was replaced, installed and tested to satisfaction within 3 working days! Try it sometime; nothing gets a backward company on its toes like a phone call from the chairman!!
I have the same issue with Sarah on my iPhone. I’ved owned many appliances and my speaker has broken. Apple obviously claim that it isn’t covered in their warranty. Typical!
Have exactly the same problem with my Iphone – microphone broke at 15 months on a two year contract!! Trying to fight Orange on the ‘not fit for purpose’ clause – if anyone could help me with this argument it would be much appreciated.
I purchased an HP Printer from Comet on 31/10/10. By the start of October 2011 it had stopped loading paper, so I took it into my local store on 22/10/11 and was told that it would be replaced and ready for collection on 08/11, as confirmed on the returns paperwork.
I phoned the store on 8th Nov to confirm that the new printer was ready only to be told that it was out of stock at HP but they’ll keep me updated. The store called me again the next day to apologise that they hadn’t sent my proof of purcchase to HP so there would be a further delay of 7 working days. When I asked why I was initially told it was out of stock, they were unable to give me a satsifactory explanation.
The new pritner took a further 10 days to arrive. When I got it home it was badly scratched on top and upon asking the store if it was a reconditioned printer rather than a new one, they had to phone HP who confirmed that it was reconditioned, which I find wholly unacceptable.
They arranged for a further replacement from HP which again arrived after 10 days, and whilst it is still not perfect cosmetically, it is better than the first one. However, the 2nd replacement won’t even power on.
As this has now been going on for over 2 months, I would expect to be entitled to a refund. Can someone advise on this please?
I bought my girlfriend a pair of £200 Ugg Boots almost exactly two years ago and now a 1 inch split in the suede right next to a seam down the back has appeared. She doesn’t wear them much and they are in almost pristine condition and so, although two years is perhaps a long time for footwear, it must be a manufacturing fault. She as another pair that are over 5 years old and pretty tatty but they have no splits or tears like this one. Do you think I stand a chance taking them back to the shop and asking for them to be replaced under the sale of goods act? These are supposed to be top quality and should be expected to last – especially given the very limited use they’ve had.
I have an alba 32 inch HD ready tv that I bought in 2009 from argos, the tv turns on a works fine for about 3 minutes and then the picture goes but still has sound, do u think I will have any chance it back and asking them 2 repair or exchange it? I still have the receipt.
Hi, i purchased a nokia e5 from Phones4u and when the keypad decided to malfunction (through no fault of my own), i took it back looking to get it replaced. P4U told me i was 3 weeks over the warranty and that i would need to take out a new contract with a new phone in order to sort out the issue. This has led to a £175 buy out of the phone which i have just received the bill for, and on top of that the new phone ive got is meant to be £26 a month and im getting billed up to £45 a month even though i am not over using what im allowed to use. I can resolve the monthly bills myself but is there any way to get this £175 charge stopped?
I bought a double oven from B & Q late 2006. Last week the bottom oven has stopped working. After paying over £600 pound for the oven alone, i expected it to last longer than it has. Am i entitled to a replacement or repair costs?
hi kelly, please let me know if you have any luck with your problem as i am having the same trouble with a stoves double oven, i have been in touch with stoves, who at the moment have passed my email on to the service dept,(3 wks ago) i’m not sure how long ovens are supposed to last for but neither of our ovens were a cheaper purchase so i do expect them to have lasted longer than a few years (oct 07 for mine), thanks fiona
i had a new kitchen fitted some 9 years ago. The vynly is peeling off , I have been in touch with the company who do not want to know.What can I do.
Edward I would just let it go, a kitchen surface lasting 9 years is durable enough. The latest you could ever get money back is 6 years
I bought a kindle just over a year ago and the screen has frozen when you go to their website this is a known problem as they have “quick fixes” this did not work for me and as it is out of its year warranty they want me to pay £40 for a replacement – almost 50% of the price of a new more advanced model. I was just wondering as this is a known problem should they not still cover this despite it being out of warranty?
I purchased a Slingbox Classic 4 and a half years ago. The hardware is fully functional and I have been using it with my Mac computer for some time now.
Sling Media have decided to deliberately remove support for Mac users to use this box – forcing customers to purchase a new unit even though there is nothing wrong with the one I have, it’s the company that have rendered the unit useless to me.
So what do I do with what was a perfectly serviceable piece of equipment? Throw it away? – That’s not too friendly to the environment, or my pocket!
And what’s to say I buy one of the current models now, and they stop support for it soon after?
I’d like to know where I stand with this one, the company are not easy to contact either.
We bought a new washing machine online on 22nd Jan 2012, the first time we used it there was a leak and had it replaced. It has again started to pour water (from a different place). Am I entitled to a replacement (unfit for purpose/short length of time we have had it) or do I have to accept a repair
Thanks
Bought a MacBook air nov 2010 – for hubby, used for 20 mins each evening tops
Looks like new
So just 4 months out of warranty, keyboard is broken, so unusable
Apple says they want £165 to replace – manager says we should have
Paid for extra warranty – can any body advise please on what to do next
Surely a high end expensive product like apple should last longer
Help please
I bought a sterio from Netto for my sons birthday, 2 years later it stopped playing CDs & the LED failed. Netto refused to replace repair or do anything with it & were utterly officious. I took it to the shop & left it for them to dispose of & after 3 yeears have still never shopped at Netto nor their owners Asda since. Shop owners should note cutomer loalty is a myth & the sale of goods at is usless after 6months.
We have owned an AEG Competence oven for approx 8 years. The main lining of the oven cracked and we ordered a replacement which was supplied and fitted by an AEG appointed dealer. This replacement lasted less than one year and it was replaced free of charge. This lasted only a few months before we noticed that the lining was cracking in the same place. We contacted AEG and they are declining to do anything as the oven is over a certain age. We replied that the replacement lining is only a few months old and that we are not claiming that the oven is faulty. What are our rights and do replacement parts have a warranty under the sale of goods act ?
I bought an engine for my car, it came with a 6month warranty (or 6,000miles)
After 8months (6,206miles) the engine packed up, leaving my girlfriend and I stranded in the pitch black and rain, on a dual carriage way for 2 hours while waiting for the our breakdown assistance.
A representitive from the company told me that it’s out of warranty hard luck.
I asked to talk to a manager who was conveniently on holiday, but he’ll call me monday.
I’m sure he is going to say the same thing.
Surely a Rebuilt second hand engine should last longer than this.
Cost £810 for engine, £200 for other bits that should be changed at same time (timing chain set, waterpump and thermostat) and £700 labour from an external garage.
I cannot afford to repair this, leaving us without a car, and her ill Mother lives 60miles away and 20miles from the nearest train station so has made things expensive time consuming and difficult.
I am looking for advice but not having much luck.
Any advice would be muchly appreciated?
Thanks in advance
Colin & Lauren
I am having a similar problem with a Hotpoint American style Fridge/Freezer.I was told part was obsolete,now 4 weeks later, they have one in stock. I was told on phone that if they couldn’t supply one in 5 working days from May 23rd, I would have the item replaced by them. I have just been informed by them, that they can fit the part on 18th June. I have had no Fridge/Freezer since May13th!
I have bought a phone from o2 in rochdale 16days ago 2 day and the phone is faulty the store won’t let me return the phone as according to them it’s not faulty. The phone freezes every so often n at times u have to take the battery out to unfreeze it but they won’t allow me to return it as they say they have been told not to allow return after 14days unless they can prove a fault. I have asked them to keep the phone use it for a week and she it does freeze. But they say they womb allow me to return it. Please help
I bought an iPod for my niece in December 2010 for xmas. In May 2011, less than 18 months it developed a fault, where it would not turn off.
I told her about her ‘Statutory rights’, but when she called into Apple, they said she could have it repaired for £55.
I do not think that an iPod should fail 6 months after the 1 year warranty runs out.
The product has no moving parts, and should last much, much longer than 18 months !!!
Apple are huge, so where do I stand????
I brought my daughter a ipod shuffle for Christmas 19 months ago. now the volume down does not work. Apple say buy a new one. Do i have any rights?
I have a 7 week old LG 3D Smart TV which packed up last night. Currys want to repair I want it replaced as its only 7 weeks old, how do I stand. I also know people who have sent goods back to Currys for repair and had second hand goods returned.
I bought a Hotpoint cooker, costing £530.00 November 2009.
Two weeks ago the front glass door of the cooker exploded, throwing glass bits over a very wide area. The retailer claims it is out of warranty (how long is a cooker supposed to last then?) but parts are covered for free. To get a new door under the warranty would cost me £120 for the visit! The manufacturer has ignored my letter. What should I do now?
Hi All,
I have a Whirlpool built in washing machine which has been there since we purchased the (new build) house last year in June. I didn’t get receipts for any of the appliances and unfortunately the washing machine has developed a motor fault.
It has therefore lasted little over a year and is of course no longer under manufacturers standard warranty. Without receipts, can I use the Sales of Goods Act in order to get the manufacturer to provide a repair or replacement?
Any help will be appreciated.
Regards
I have a Magimix Kettle that I purchased in 2008. It had a three year warranty that has run out. The lid now fails to stay closed rendering the kettle somewhat useless, I spoke to the manufacturer who acknowledge the problem but take no responsibility other than offering a 25% discount on another identical kettle as they don’t repair them – despite being very expensive kettles. Anyone know how durable an expensive kettle should be? How long it should last?
I have a sofa brought 3years ago and now a spring has come up under one of the seats but not through the leather. I brought it from Harvey’s what can I do about it? As I think a sofa should last longer than that , as I’m at work all day so only using it the evenings and have no children jumping on it.
I bought a haglofs waterproof jacket 4 years ago, two years in it starts to wet out, hagloff replaced it. Brilliant I thought, again 2 years later the replacement leaks so spoke to haglofs and again it was returned tested and replaced now this is what I call superb customer service.
I recently received a pair of skate shoes from a website called route one, I had these shoes for little more than five hours and they are basically ruined, the material has been worn down to the plastic toe protectors, is there anything I can do about this?
Many thanks
I would like to know how I find the trade association related to set top/freeview boxes. My third box from the same company has just died at just 13months old. They are saying that it is out of warranty but my argument is that it should be meant to last longer than 13 months. I see from the advice on here that I might have an argument if I can find out how long such a product is reasonably expected to last. All help is welcomed.
My husband recently fitted a fence for a very strange woman (he is a highly skilled and very reputable handyman). He completed the job to his usual high standard and was paid in full, with no complaints. As he always does, he took a photo of his finished work – he has a portfolio of work he can refer to when advising new customers. Four months later, the customer has quoted the Sale of Goods Act, saying that because some small knots in the wood have fallen out, he is liable for its full repair/replacement. It would appear that she expected the fence to remain in pristine condition, regardless of weather conditions and natural wear and tear (NB – he spoke to his supplier who, when they had finished laughing – explained that periods of very wet/cold weather do have this effect on wood and that it is, indeed, a natural feature of wood). The STRUCTURE of the fence is perfect, let me note. A few knots, as is often the case with wooden products, have been loosened and fallen out. So, we have already sent a very clear letter explaining this and she has responded by erroneously quoting, we feel, the Sale of Goods Act. She now claims that the fence offers no privacy (it does – there are a few tiny holes, where the knots were). And, anyway, a fence is defined as a border between properties or a barrier, which it most certainly is, and what my husband was asked to provide. At no stage did she say she wanted complete and utter privacy (in any case her garden is completely overlooked)- had this been the case he may well have recommended a completely different product – perhaps an electric fence in hindsight lol.
I understand there are many rogues out there, but my husband is most certainly not one of them – as usual he completed this work to his highest standards and was paid in full by what was, at the time, a satisfied customer, pleased with his workmanship and the look of the product. The fact that this natural product has degraded in a minor way cannot, surely, be his fault.
Anyway, please do share your thoughts on this as we’re getting quite exasperated – we think the customer is a bit thick, really, and wonder how to proceed…
Hi, What happen? I have a similar-ish problem. Thanks. Paul.
REply to Keith Williams says:
August 29, 2012 at 2:48 pm
You cannot expect this kettle to have to be problem free for 5 years. It may last 10+ years, but it is just a kettle, low value goods and if it lasts for 3 years under the warranty, that’s perfect!
So, don’t waste your time posting questions here and there or complaining to the seller.
Update on JS says:
September 16, 2011 at 6:27 pm
‘I purchased a pre-registered nearly new Mazda 3 with a 3 year warranty from a franchised dealer. ..’
I took the seller garage to court and won the case. I received all my money along with legal costs.
Manufacturer was saying that once out of warranty, I was on my own. I proved them wrong! The car was 4 years, 5 months old, but Sales of Goods Act is on the consumer side.
Do not buy Mazda anyway! Unless you want trouble.
Hi,
I bought 4 cushion which I have had for a few months, I have used them daily however the padding inside has went flat, which I very dissatisfied about, do I have any rights to return this product.
Thanks
I won a Nexus 7 tablet, after approx 4 weeks and only using it 3-4 times I noticed a crack in the screen, I have looked online and see this seems to be a regular occurrence with the 32gb model. I contacted ASUS and sent them a photo explaining this has not been misused or dropped, I even bought a cover to put it in to protect it, I’m 48 so not a kid, I only kept it at the side of my bed to use as a book. Asus want £35 off me to send it to them for them to look and then will bill me for repair, I have seen online that people have been billed £160 for a new screen, which is almost the cost of a new nexus 7, surely this cannot be right? What can I do?
Hi, had a Garmin Edge 800 for 16 months, its a GPS training device for use on a bike. Its “designed” to be used outside in the rain, snow etc. It comes with a 12 month warranty.
It has developed a problem which the manufacturer says is due to water (rain) getting into the system, not surprising due to this wet winter and using it 5 time a week. They want £70 to repair it as it is out of warranty. On forums I notice a lot of people have this same issue with the same manufacturer brush off.
This to me seems plain wrong and possibly the unit is not fit for purpose. Where3 do I stand? what would you recommend?