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?
Join our 
Hi,
We had a new Turbo fitted to BMW May2015 – it now turns out he turbo is going again – the supplier our garage has bought it from has stated its outside a 1 year period and nothing they can do.
The car has had reasonable millage, a full service and is well looked after (we are an old couple – no boy racing certainly not more than I would expect a BMW 3 series tourer to be able to handle)
I would expect a new turbo to last for more than a year and half and as I have checked a turbo should reasonable last for 90k miles with proper care ( servicing , oil changes ect)
Any advice anyone if we have a ‘leg to stand on’ to fight this one
What are my rights I bought a Toshiba tele 2 years ago and it has developed a fault. The catalogue say there is nothing they can do
I bought a bed from Argos in July 2015 it broke in December 2016. Argos say I have to get an independent report from an upholsterer which they say should cost between £15-£20. I have rang around and have been quoted £150.00. I cannot afford this, is there anything else I can do as I think is is reasonable to expect a bed to last longer than 18 months?
I bought king size mattress for £400 from bankrupt beds on Meanwood Road Leeds. I was informed that it was a quality mattress (Royal palace) so felt happy spending the £400. After 11months the springs were protruding through the mattress so I contacted the company and they were more than happy to change it. The same thing happened again and again and the mattress was replaced. The same thing has happened again for the fourth time. I contacted the company yet again and now they are refusing to replace the mattress this time because I can’t find my receipt. I don’t believe that these mattresses are the real deal (Royal Palace) as stated on the mattress. Would I be able to take this to trading standards? I have bought much cheaper mattresses and they have been much better quality than this one!
I brought a tv in Novemember 2015 comet currys etc, stopped working on 4th of jan 2017, just outside its 12 months warranty. I understand you get what you pay for but this tv was 900 reduced to to 660 pounds! Do i have any rights?… ref durability etc?
I bought a plastic box from staples a week ago and i came to use it today and noticed that the bottom corner of the box is all cracked and damaged could i return this as i havent actually used it
Ive had a Samsung phone for around 18 months. The charger port melted and the back of the phone burnt. The camera lens is smashed but surely that has nothing to do with the phone over heating as that happened long before the overheating. Do Samsung have to repair/replace this for me at no extra cost?
Got LG tv from yous 2 years ago and just.stoppped working for no reason what do l do about it thank you
I recently purchased a new tumble dryer through Whirlpool ( Hotpoint) on the 21st January 2017 , twice now I have had to have an engineer come out to it as it is not heating. Twice it has been repaired ( albeit two different repairs carried out on it) , for it to be repaired and working on Wednesday 15th March 2017 to lasting two days working and again not heating.
When calling the provider yesterday to ask if this could be replaced, I was told that an engineer has to come out three times before a replacement is considered.
Now given that I brought this on 21st January and it has already been repaired twice and that I now have to wait another week and half before another engineer comes out I don’t feel this is acceptable. There is clearly an underlying issue with this appliance.
Purchased on 21st January 2017
1st Engineer visit 1st March 2017 ( had called the service team out possibly a week before)
2nd Engineer visit 15th March 2017 ( nearly two weeks waiting for an engineer)
3rd Visit – due 28th March 2017 ( lasted three days from 15th March 2017)
On sending a complaint to Whirpool they have told me that as the manufacturer they do hold the right to repair the appliance , but I want to know what rights I have as this level of service is not acceptable.
I bought a Bosch brand new Hoover from eBay on the 28th April 2016 it’s packed up,I’ve gone back to the electrical company I purchased it from&they don’t want to know.Am I entitled to a replacement as it was within 12months
Thanks Tara
Hi we have a Nissan qashai we bought it nearly 2 years ago , it is 2012 model , and the turbo went on it we have had to replace it costing over £1000 , wanting to know how long should it be good for and last , the car has had all its services and correct ones at right times feel like we bought this car and should of lasted longer than this , has done a lot of miles either is their away of fighting this and getting any help with trying to get money back on a faulty product sold , as surly it should of lasted longer than this for age of car , have written to Nissan customer service and they didn’t even get back to us
bought fridge frost beko american for 800 pounds warnty finished it only been two years can i do anything about it bought it from currys
Bought a new carpet from united carpets costing £900 for my caravan in January this year. The pile is flat in one of the rooms we don’t use, also they told me it was stain resistant that doesn’t work either and I’m going round each room cleaning by hand, with mild detergent some stains are not coming off. Is there anything I can do.
My BBQ outer casing caught fire whilst cooking food. There were flames flowing up the underside casing. I turned the gas supply off and cleaned up the BBQ and it looks like the paint caught fire. Its a gas BBQ made by Outback, model 300. I bought it 3 years ago and always clean it after use. Its stored away for the winter and the product is in good condition, almost like new. I’ve emailed the maker Outback and they just said to do leak checks (gas supply I guess) every time before use. Some Amazon reviews say ‘death trap’ as their outer casing paint has caught fire. Do you think I have a case for a replacement or refund ? I have pictures and a video showing the fire, which I also sent to Outback and the company I purchased it from.
I bought a Fridge 8 years ago for 700 pound. It is now broken. Should i only expect this fridge to last 8 years? What are my consumer rights in this regard?
I purchased a dishwasher .integrated oven.hob .extractor from kitchen supplier bradfords 4 years ago the cooker element has gone .the dishwasher has broken parts and extractor don’t work now .I’ve called them and they have said it is down to Electrolux as they are only responsible up to 1 year and Electrolux have said they are past the 2 year warranty can you enlighten me on what I can do these items were all expensive and did not come free
i bought a new electric single cav range cooker from buy as you view on 14th feb 2015 i had to ring manufacturer last week as the fan on the double oven has stopped working i was advised that my warantee had run out and was put through to repair and protect i had to take out a policy with them. today i recieved a letter stated they had decided the work was not cost effective so they have cancelled my policy and the repair where do i stand
Hi I bought a fish tank in May 2019. It is now leaking. It has not been moved or subject to any trauma of any kind. I contacted the seller on amazon they have turned down my request for a return and it is not eligible for amazon to step in as the tank is older than 6 months old! I am thinking of trying to claim through PayPal as the item is defective and now my fish needs a new tank