Consumer Rights: MoneySavingExpert.com discussion

sunnydisposition_2

My White Knight tumble dryer has broken down and AEG sent out Service Force to repair the machine. A new drum is required and I was given a date that the engineer would turn up with the part to repair it. I had to call them on the Friday he was due a week later and found that the part wasn't in. I had taken a day off work. I was given the following Friday as an appointment - and the same thing happened again! They keep saying that the part is not in yet and they never know whether or not it will be in till Friday mornings - which is too late as I have already taken the day off.

I am tearing my hair out as I really rely on my dryer as I'm in an apartment with no hanging space and no outside area and the new appointment this week means that I have now lost 4 days work (incl the initial visit) and am out of pocket as I am a freelancer.

I would really like to wait till the engineer does the job (if he actually turns up) and not pay him for a month. After all, I have waited around 5 weeks since my initial call to them - which I think is outrageous. Can I do this? Can I refuse to pay until they invoice me? And would I be entitled to some sort of compensation for the pay I have lost? I have actually lost so much money, that if I'd known how much it would have cost me, I would have bought a new tumble dryer to save me money and I wouldn't have the hassle of having my flat look like some sweaty workhouse for a month!

Art_2

sunnydisposition wrote: »

My White Knight tumble dryer has broken down and AEG sent out Service Force to repair the machine. A new drum is required and I was given a date that the engineer would turn up with the part to repair it. I had to call them on the Friday he was due a week later and found that the part wasn't in. I had taken a day off work. I was given the following Friday as an appointment - and the same thing happened again! They keep saying that the part is not in yet and they never know whether or not it will be in till Friday mornings - which is too late as I have already taken the day off.

I am tearing my hair out as I really rely on my dryer as I'm in an apartment with no hanging space and no outside area and the new appointment this week means that I have now lost 4 days work (incl the initial visit) and am out of pocket as I am a freelancer.

I would really like to wait till the engineer does the job (if he actually turns up) and not pay him for a month. After all, I have waited around 5 weeks since my initial call to them - which I think is outrageous. Can I do this? Can I refuse to pay until they invoice me? And would I be entitled to some sort of compensation for the pay I have lost? I have actually lost so much money, that if I'd known how much it would have cost me, I would have bought a new tumble dryer to save me money and I wouldn't have the hassle of having my flat look like some sweaty workhouse for a month!

Yes, you should be entitled to compensation. Write to them outlining the circumstances and ask them to compensate you.

As for withholding payment I don't think this would be possible. I assume the engineer will not leave your home without being paid. He is unlikely to accept payment in an instrument that can be stopped.

If your request for compensation falls on deaf ears you can sue them in the Small Claims Court.

Regards,
Art.

sunnydisposition_2

Thank you very much. I would have quite liked a wee bit of revenge though - they have really exasperated me. I am stunned at Service Force's lack of service. I've contacted AEG to let them know that their reputation is being muddied. I have three AEG products in the house and have owned many more in the past. Thanks to this site, I now know the other companies which are under the Electrolux umbrella and it will certainly make me think twice about buying their goods whilst the servicing is so poor in the London area.

sunnydisposition_2

I've never done it before, but can you call the bank and stop a cheque for such a thing? Will we be charged for stopping a cheque? I probably won't have the guts and will cop out as usual, but I'd like to know...

Art_2

sunnydisposition wrote: »

I've never done it before, but can you call the bank and stop a cheque for such a thing? Will we be charged for stopping a cheque? I probably won't have the guts and will cop out as usual, but I'd like to know...

Chances are that if they will take a cheque they will only do so with a guarantee card and then you can't stop the cheque.

I would repeat my original comments, contact them and ask for compensation and if you feel really strongly about it go to the Small Claims Court if necessary.

Regards,
Art.

Tim_H

Am hoping someone can help!!!:question:
Purchased washer/dryer from Curry's just over 12 months ago & their 5 year extended warranty (so glad I did), it has broken down 3 times since buying it. Each time an engineer has fixed it, the last time he called he said it was a common design fault with this machine. Have looked at numerous user reviews on various sites & discovered I'm not the only one with a faulty machine, wish I'd have done this before throwing my money away.
I have no confidence in the machine & am waiting for it to breakdown again so I can have another day off work.
Do I have to let Currys keep repairing it or can I say enough is enough & I want a different model?
Any help would be greatly appreciated.

Art_2

Tim_H wrote: »

Am hoping someone can help!!!:question:
Purchased washer/dryer from Curry's just over 12 months ago & their 5 year extended warranty (so glad I did), it has broken down 3 times since buying it. Each time an engineer has fixed it, the last time he called he said it was a common design fault with this machine. Have looked at numerous user reviews on various sites & discovered I'm not the only one with a faulty machine, wish I'd have done this before throwing my money away.
I have no confidence in the machine & am waiting for it to breakdown again so I can have another day off work.
Do I have to let Currys keep repairing it or can I say enough is enough & I want a different model?
Any help would be greatly appreciated.

No you don't have to keep letting Currys repair the machine. What happens when your warranty runs out - so will Currys.

Write to them telling them that the machine has an inherent fault and under the Sale of Goods Act you require a refund or a replacement of another make.

Let them know what the engineer said and also what you have discovered from the reviews you have found.

Tell them you will give them 10 days to deal with the problem or you will go to the Small Claims Court.

Regards,
Art.

Tim_H

Thanks for your quick response Art, am new to the complaining game since leaving parents house a year ago (Mum was very good at arguing her case, will pick her brains for content to put in a letter)

Art_2

Tim_H wrote: »

Thanks for your quick response Art, am new to the complaining game since leaving parents house a year ago (Mum was very good at arguing her case, will pick her brains for content to put in a letter)

When you write, send your letter recorded delivery. Send it to the head office for the attention of the MD. Send a copy to the branch you bought the unit from.

Details for writing are:

John Clare,
DSG plc.
Hemel Hempstead,
HP3 9QN

Regards,
Art.

arumiat

I bought a desk lamp from Officegiant and received it through the other day. However I am not happy with it for 2 reasons
1. the description states that the lamp is titanium however the housing for the bulb is a cheap plastic
2. it has a tacky blue plastic on the housing that isn't at all clear from the picture and is distracting and ugly looking

This is their returns policy

Returns Information
If you wish to return an item - you can do this within 7 days of receipt of the item. It must be unopened and in perfect condiiton. If you are not happy with the goods you have purchased for any reason, please email returns@officegiant.co.uk. Our customer services team will take you through our returns procedure.

When returning goods to us they must be returned upopened and in the condition in which they left our warehouse.

Upon receipt of the goods we will arrange a credit or exchange. The risk of damage to any goods you return to us will remain with you until the product(s) have been delivered to our premises and accepted by us at those premises.

Refunds are processed within 14 days from the date of collection.If you wish to arrange a return - please contact us.


Id like to return the lamp but would rather exchange it for another on the site. Of course the packaging has been opened but that literally means that all Ive done is to have cut through some sellotape, I couldnt have noticed these things without doing that. The fluorescent bulb is still in its separate packaging, it clearly has not been used but from the wording of their returns policy it seems I have 'breached it'. I have sent two emails to their returns department but have heard nothing back. Before I ring them I wanted to know my rights, which Im hoping that someone could fill me in on.

Thanks in advance