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  • FIRST POST
    • mickael28
    • By mickael28 19th Mar 17, 1:04 AM
    • 106Posts
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    mickael28
    VAX guarantee: can they reject a repair if I didn't register within 28d of purchase?
    • #1
    • 19th Mar 17, 1:04 AM
    VAX guarantee: can they reject a repair if I didn't register within 28d of purchase? 19th Mar 17 at 1:04 AM
    Hi,

    I bought a VAX hoover with 2 years guarantee like 1y 11m 3w ago (ie, we have just 1 week left of guarantee in theory). Now that I got to their site I see a section to register the warranty, I was trying to do it and they just list the last 28d as date of purchase, so further researching I ended up in this page:

    https://www.serviceguidance.com/www-vax-co-ukguarantees-Register-Vax-Online-Guarantee/
    If you have bought a Vax machine, you should go to their website to register your Vax machine within 28 days of your purchase and then you can enjoy the guarantee during the guarantee period.
    I've got the original invoice and I bought it directly from them, are they saying that if I didn't complete a form until now they are not going to honour the guarantee?
    If that's what they are saying, is that even legal? Can I do something about it? as I don't think it's fair that I am still within their offered 2 years and they could try to avoid fixing the product...

    This is the info of the item we got, with not many details about the 2 years guarantee:
    http://www.vax.co.uk/vacuum-cleaners/handheld-vacuum-cleaners/gator-18v-handheld-vacuum-cleaner
Page 1
    • mije1983
    • By mije1983 19th Mar 17, 1:25 AM
    • 2,506 Posts
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    mije1983
    • #2
    • 19th Mar 17, 1:25 AM
    • #2
    • 19th Mar 17, 1:25 AM
    As a manufacturers guarantee is in addition to your statutory rights, they can impose whatever restrictions they see fit, in this case you have to register within 28 days.

    However, you still have your rights given by law. Given it appears they aren't going to go out of their way to help you, and it is nearly 2 years old, it seems that you are going to have to get an independant report to state the fault with the Vax is inherent. You will probably have to pay for this, but the cost will be reimbursed from Vax should it be in your favour.

    You should be aware though that as well as a repair or replacement, they can also offer a partial refund to take into account your usage in the last 2 years

    How much was the Vax, and how much would a 2nd hand one cost? And what exactly is the fault?

    It may be that if Vax won't play ball, and it's not an expensive one, it's not worth the hassle. Especially if the fault is user error. Before you go to the expense of a report, it may be worth just getting in touch with Vax and mentioning your consumer rights. This may nudge them into helping you a bit more, but then again may not!

    • mickael28
    • By mickael28 19th Mar 17, 2:41 AM
    • 106 Posts
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    mickael28
    • #3
    • 19th Mar 17, 2:41 AM
    • #3
    • 19th Mar 17, 2:41 AM
    it seems that you are going to have to get an independant report to state the fault with the Vax is inherent.

    How much was the Vax, and how much would a 2nd hand one cost? And what exactly is the fault?

    it may be worth just getting in touch with Vax and mentioning your consumer rights.
    Originally posted by mije1983
    A lot of things you mention would be a first time for us, could you please help us to understand the following?

    1. Where can one have one of those independent reports done? and how could I use it after if VAX keeps on saying that I should have completed a form 28d after purchase?

    2. We paid £70. I've not researched 2nd hand ones in case they give a failure quick and then we don't even have guarantee. The problem was that today, all of a sudden, we plug the charger and the hoover doesn't seem to charge at all. The light doesn't come on and we've left it hours and it seems it still doesn't have any power. We're going to leave it overnight and we'll see tomorrow, but somehow, it seems it stopped charging.

    3. And a more basic question, what are my consumer rights in this case that I could mention them? ie, couldn't they just said that they are imposing the 28d restriction so that they don't have to honour the 2y guarantee?
    • GDB2222
    • By GDB2222 19th Mar 17, 5:47 AM
    • 13,851 Posts
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    GDB2222
    • #4
    • 19th Mar 17, 5:47 AM
    • #4
    • 19th Mar 17, 5:47 AM
    £70 is not a fortune for a rechargeable vacuum cleaner. Batteries have a limited lifespan. The chances are that a report will say the machine has reached the end of its reasonable life. Maybe a bit sooner than you'd like, but there was no inherent fault in the machine when you bought it.

    So, if that's what the report says, you have no rights. I wouldn't risk the cost of getting a report.

    My advice:- Buy a corded one, as they last longer and are cheaper.
    No reliance should be placed on the above! Absolutely none, do you hear?
    • marliepanda
    • By marliepanda 19th Mar 17, 8:10 AM
    • 4,564 Posts
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    marliepanda
    • #5
    • 19th Mar 17, 8:10 AM
    • #5
    • 19th Mar 17, 8:10 AM
    A lot of things you mention would be a first time for us, could you please help us to understand the following?

    1. Where can one have one of those independent reports done? and how could I use it after if VAX keeps on saying that I should have completed a form 28d after purchase?

    2. We paid £70. I've not researched 2nd hand ones in case they give a failure quick and then we don't even have guarantee. The problem was that today, all of a sudden, we plug the charger and the hoover doesn't seem to charge at all. The light doesn't come on and we've left it hours and it seems it still doesn't have any power. We're going to leave it overnight and we'll see tomorrow, but somehow, it seems it stopped charging.

    3. And a more basic question, what are my consumer rights in this case that I could mention them? ie, couldn't they just said that they are imposing the 28d restriction so that they don't have to honour the 2y guarantee?
    Originally posted by mickael28
    You're not claiming under the guarantee. You can't. You didn't fulfill the obligations, which can be anything including registering or wearing a pink shirt when you call them to ask for the repair.

    Your claiming under the SoGa due to the age. That means you have to prove that the item was inherently faulty when you bought it and was always bound to fail. This gives up to 6 years protection for inherently faulty items.

    For a low price Vacuum after nearly 2 years it's unlikely to be that, howeve, it's worth a try. You'll have to pay for the report from an independent vacuum repair or somewhere like that. If it does prove an inherent fault then vax have to reimburse you.
    Survey Earnings 2017 - £163
    • Jimmithecat
    • By Jimmithecat 19th Mar 17, 8:23 AM
    • 99 Posts
    • 146 Thanks
    Jimmithecat
    • #6
    • 19th Mar 17, 8:23 AM
    • #6
    • 19th Mar 17, 8:23 AM
    Try calling them up - I found them very helpful.

    I had a Vax steamer that went wrong at 21 months - 3 months before the end of the guarantee - they ended up sending me a brand new steamer.

    I had filled out the online guarantee - that I had not got a copy of - as it was an Amazon buy however I had an exact date of purchase which was very useful.

    Good luck.
    • Fosterdog
    • By Fosterdog 19th Mar 17, 8:26 AM
    • 2,994 Posts
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    Fosterdog
    • #7
    • 19th Mar 17, 8:26 AM
    • #7
    • 19th Mar 17, 8:26 AM
    There is another option, pick up the phone, call their freephone number and speak to an actual person. They may well be able to override any 28 day rule when registering.

    It is also a possibility that as you purchased directly from them rather than another retailer they may have automatically registered your vacuum cleaner when you bought it, Dyson do this if you buy direct.

    Added to the above even if they can't/won't register if you are extra nice and polite on the phone it's worth asking for some help troubleshooting as it may be something simple that they can talk you through over the phone. Go in all guns blazing and they are unlikely to want to help you.
    • Zandoni
    • By Zandoni 19th Mar 17, 8:28 AM
    • 2,660 Posts
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    Zandoni
    • #8
    • 19th Mar 17, 8:28 AM
    • #8
    • 19th Mar 17, 8:28 AM
    Maybe you posted the 24 month guarantee registration form
    • mickael28
    • By mickael28 19th Mar 17, 9:58 AM
    • 106 Posts
    • 11 Thanks
    mickael28
    • #9
    • 19th Mar 17, 9:58 AM
    • #9
    • 19th Mar 17, 9:58 AM
    Yes, I'll try them give them a call tomorrow and see what they say. I was mainly surprised for those rules, as I didn't know that sellers can basically put any obligation in our part in order to possibly honour the guarantee... it sounds strange, but by reading the comments it seems it's legal as well. Interesting nonetheless...

    In the original box, they just seem to put:
    For your free 2 year parts and labour guarantee, please register at vax.co.uk/guarantees

    But they didn't mention that if you try to register after 28d of purchase, you won't be able to do it
    Last edited by mickael28; 19-03-2017 at 10:04 AM.
    • Hermione Granger
    • By Hermione Granger 19th Mar 17, 10:07 AM
    • 715 Posts
    • 1,103 Thanks
    Hermione Granger
    Maybe you posted the 24 month guarantee registration form
    Originally posted by Zandoni
    Seeing as it's online registration only for the 24 month guarantee, (and on checking cached pages of the website, it's always been online registration only) I'm afraid that your implication that the OP lies about sending off a non existent form won't work.
    • Undervalued
    • By Undervalued 19th Mar 17, 10:15 AM
    • 2,941 Posts
    • 2,737 Thanks
    Undervalued
    Yes, I'll try them give them a call tomorrow and see what they say. I was mainly surprised for those rules, as I didn't know that sellers can basically put any obligation in our part in order to possibly honour the guarantee... it sounds strange, but by reading the comments it seems it's legal as well. Interesting nonetheless...

    In the original box, they just seem to put:
    Originally posted by mickael28
    Your legal claim is against the seller. I realise that in this case you bought direct but the terms and conditions you have been reading are for a manufacturer's guarantee which would be an additional benefit over and above your legal rights against the seller. As such (and as has been pointed out above) that can have whatever terms and conditions it likes.

    So, you either ask nicely and see if they will be flexible over the t&c of the manufacturers guarantee or try to enforce your limited legal rights agains the seller. Although you bought direct they may be two different legal entities.

    As others have said, to do that you will need proof that it was inherently faulty and had not been damaged by misuse, excessive use etc.
    • GDB2222
    • By GDB2222 19th Mar 17, 10:22 AM
    • 13,851 Posts
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    GDB2222
    For a low price Vacuum after nearly 2 years it's unlikely to be that, howeve, it's worth a try. You'll have to pay for the report from an independent vacuum repair or somewhere like that. If it does prove an inherent fault then vax have to reimburse you.
    Originally posted by marliepanda
    Do you know how much a report will cost? It entails stripping down the machine and diagnosing the fault, then writing a report, and then putting the machine back together again. That could easily be two or three hours work at say £50 an hour, ie £100-150.

    I just don't see how it can possibly be sensible to spend that much on a machine that originally cost £70, purely on the off-chance of the engineer finding an inherent fault.
    No reliance should be placed on the above! Absolutely none, do you hear?
    • thescouselander
    • By thescouselander 19th Mar 17, 10:51 AM
    • 5,143 Posts
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    thescouselander
    Are you sure you can't fix it yourself? Sounds like the charger might be the problem - if it has a fuse have you checked that? Also it would be worth checking the battery and charger contacts are clean.
    • Le_Kirk
    • By Le_Kirk 19th Mar 17, 11:21 AM
    • 1,927 Posts
    • 962 Thanks
    Le_Kirk
    The problem was that today, all of a sudden, we plug the charger and the hoover doesn't seem to charge at all.
    Originally posted by mickael28
    Is it a VAX or a Hoover?
    Less cynically, is it the charger maybe that is at fault?
    • Silvertabby
    • By Silvertabby 19th Mar 17, 1:00 PM
    • 1,277 Posts
    • 1,477 Thanks
    Silvertabby
    Are you sure you can't fix it yourself? Sounds like the charger might be the problem - if it has a fuse have you checked that? Also it would be worth checking the battery and charger contacts are clean.
    Plus -have you tried plugging it in to another socket?
    • mickael28
    • By mickael28 19th Mar 17, 1:20 PM
    • 106 Posts
    • 11 Thanks
    mickael28
    I thought about all those last few ideas, but I cannot try anything myself (I think).

    It is a VAX, I mean hoover as in vacuum cleaner not as in registered brand.

    * I tried different socket and same problem (when those sockets are working fine with other things)
    * The contacts are clean but the battery in this product is not accessible by us. It's all closed and there are not many screws, so not even sure how to open it even if I wanted.
    * The charger similar, it doesn't have any screw at all. It's all closed without possibility to check any fuse or anything else.
    * And its rating was 24V 150ma. I've got a couple of universal transformers but none reaches 24V... so I cannot try that.

    I'm just surprised that it stopped working so suddently, without having give a warning or misbehaving before.
    • Annie1960
    • By Annie1960 19th Mar 17, 9:31 PM
    • 2,664 Posts
    • 1,490 Thanks
    Annie1960
    I support the idea of giving them a ring. A few years ago I had a Vax steam cleaner that I had bought on the high street. A problem arose, I contacted the retailer who told me to contact Vax. I thought I was being given the runaround, but Vax were extremely helpful and sent me a free part to fix the problem.

    I got the impression they wanted to help.
    • SouthUKMan
    • By SouthUKMan 19th Mar 17, 10:03 PM
    • 209 Posts
    • 167 Thanks
    SouthUKMan
    Vax actually have a good reputation for customer service, so it can't do any harm to talk to them - especially if you have the receipt proving that you were the original purchaser. Friendly and firm is the best approach.

    The two year guarantee you refer to is Vax's own 'in house' scheme, and it is in addition to your statutory rights. If Vax say customers have to register within 28 days of purchase in order to benefit from the two year guarantee, then that's totally fine and aboveboard, and they've done nothing wrong by imposing this.

    Also, should you need to resort to this argument, I would argue that Vax is a premium brand (they certainly cost more than the average cleaner!) and you would therefore expect one of their cleaners to last more than two years. Remember that "goods must last a reasonable time". There's plenty of information elsewhere on these forums and via a Google search about how to use this part of the law correctly.
    • GDB2222
    • By GDB2222 20th Mar 17, 12:03 AM
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    GDB2222
    Vax actually have a good reputation for customer service, so it can't do any harm to talk to them - especially if you have the receipt proving that you were the original purchaser. Friendly and firm is the best approach.

    The two year guarantee you refer to is Vax's own 'in house' scheme, and it is in addition to your statutory rights. If Vax say customers have to register within 28 days of purchase in order to benefit from the two year guarantee, then that's totally fine and aboveboard, and they've done nothing wrong by imposing this.

    Also, should you need to resort to this argument, I would argue that Vax is a premium brand (they certainly cost more than the average cleaner!) and you would therefore expect one of their cleaners to last more than two years. Remember that "goods must last a reasonable time". There's plenty of information elsewhere on these forums and via a Google search about how to use this part of the law correctly.
    Originally posted by SouthUKMan
    Don't Vax have a pretty perpetual sale on? Anyway, I bought a couple of upright vacuums from them for £30 each, which is hardly premium territory.

    However, the funny thing is that they emailed me after the purchase to say:

    "Guarantee Registration

    Hello xxxxx

    Thank you for your order of a xxxx.

    There is no need to register your machine on our website - we have registered it for you, and we've updated your account details accordingly."
    No reliance should be placed on the above! Absolutely none, do you hear?
    • mickael28
    • By mickael28 21st Mar 17, 12:17 PM
    • 106 Posts
    • 11 Thanks
    mickael28
    Thank you guys. I contacted them yesterday and they just needed my serial number and proof of purchase within 2 years (they didn't mention about the need for registration).

    It seems they'll send a new charger 1st to help troubleshooting if that's the problem.

    Cheers!!
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