Broken Vax vacuum cleaner advice.

Wadders

Hi all I was wondering if anyone could provide me with some advice/information regarding a faulty vacuum cleaner.


On the 13th April this year I purchased a Vax bag less vacuum cleaner from Tesco. After just under two months of using it the handle which attaches to the pipe cracked and detached itself from the rest of the vacuum. The Tesco recipt and a big yellow sticker on the box said not to take it back to the store which I purchased it from but instead to call Vax direct (they say the offer a six year gaurentee)


I called them up and they said that they can send me a replacemnet handle and pipe which I accepted. They inforrmed me that this could take up to 28 days to arrive and if it did not they would replace the broken vaccum cleaner for a new one. I waited 31 days before calling them back to explain that the replacemnet part had not arrived. They told me that the part was out of stock and that they had to order it from China and that they would post it to me the following Monday.


I called up on that Monday to confirm when they would be sending me the part so I could be in to recieve it but they told me that the part had only just arrived and that they would be posting it sometime in the next few days and when it was posted it would take 7 to 10 days to arrive! I was not very happy but again I accepted this and waited paiently for the part. I called again today to check the status of my part and was told that they didn't have it in and that they were unsure when it would be arriving but as soon as it did they would send it to me.


As I have been without a working vaccum for 7 weeks so I decided to try my luck with the Tesco store which I purchased it from however their response was that I needed to go back to Vax. I explained how long I had been dealing with Vax and that the Vacuum has been unusable for 7 weeks and the fact that it broke after only two months of use but they would not budge and told me to go back to Vax (they told meVax would not refund the cost of the broken vacuum if Tesco replace it for me)


My question is where do I stand here? I am thinking that my only option is to wait for Vax to sort the problem but am I right in thinking that? Do Tesco have any responsibility in this matter or is it all down to Vax? Can anyone advise what to do next as I fear I could be waiting for another month for my part from Vax if the way things have gone so far is anything to go by.


Thanks in advance for any help or advice.

Esqui

Their 28 days should have been 28 days. If they can't get the part quick enough, that is not your fault. I'd call Vax and ask for a replacement.

RobertoMoir

Tescos are ultimately responsible for this - they sold it, your contract is with them. Whether or not it's less hassle to get them to accept that and help you than it is for you to go to VAX directly is debateable. On the other hand it isn't like they could do worse than VAX as things stand now, is it?

Wadders

Thankyou for your speedy replies. In response to Esqui I have asked Vax about this and they have now said that the only other option I have from them is for them to come and pick the vacuum up and take it in for repair which I explained would be redundant as they would be waiting just as long as I would for the part.

In response to RobertoMoir Tesco say that after 28 days I have to go to Vax. They say this is their new policy and they cannot replace the vacuum for me as they will not receive the cost back from Vax.

Thanks again for the replies.

Esqui

It's taking them far too long, I wouldn't accept that.

They can't repair it without causing significant inconvenience to you (five weeks without a vacuum cleaner is a lot). They should replace...as they promised you right at the start.

RobertoMoir

Wadders wrote: »

Thankyou for your speedy replies. In response to Esqui I have asked Vax about this and they have now said that the only other option I have from them is for them to come and pick the vacuum up and take it in for repair which I explained would be redundant as they would be waiting just as long as I would for the part.

In response to RobertoMoir Tesco say that after 28 days I have to go to Vax. They say this is their new policy and they cannot replace the vacuum for me as they will not receive the cost back from Vax.

Thanks again for the replies.

I understand what Tesco are claiming, but that doesn't tie with their legal obligations to you. Whether it's worth the hassle of forcing them to accept their obligation when they are obviously convinced they can fob you off is another thing, but legally they have an obligation to you for the faulty goods they have supplied you with.

Wadders

What exactly do I need to say to them to get them to accept responsibility. I went in again this morning and once again they refused to help telling me I need to speak with Vax and Vax only

Wadders

Update:

I have just received a call from a manager at Vax ho was listening to my call this morning with a rather unhelpful Vax adviser (who told me I could complain but its not really worth it!) and she informed me that the service I have received is totally unacceptable and not the usual service Vax offer. She said that she was extremley sorry for all the trouble I have had and that Vax would be sending me a brand new vacuum asap Thanks for all the advice and information you guys have posted here I am very happy that this is now all sorted

RobertoMoir

Glad to hear you're getting it sorted via VAX themselves, I always thought this would be less hassle for you, regardless of the rights and wrongs of things with Tesco. I'm now a happy dyson owner myself but I remember my parents owning a VAX back in the day and getting very good service from the company themselves.

For future reference, the sales of goods act makes it clear that the seller is liable for any defects in products they sell.