Empire Direct - faulty microwave - now what?

ferpferpferp

I bought a microwave from Empire Direct last September. The microwave (Electrolux) has developed a fault, and I have a couple of questions:

I assume I now have to go to Electrolux to get this fixed as Empire Direct have gone bust? I don't suppose Richer Sounds (who have bought the Empire Direct brand) are supporting Empire Direct customers?

I bought the Empire Direct Extra Card at the same time which (I think) gave me an extra two years guarantee - is it safe to assume this is worth nothing now?

The microwave came with one of those cards to register the product for guarantee. I didn't fill it in and send it to Electrolux, but am I still entitled to a 12 months guarantee? I bought the microwave on the 17th of September 2008.

Lots of assumptions there! Would be very grateful for any help.

Thanks.

vicshippers

I'm not an expert here - but I would guess that by not filling out the manufacturer's guarantee you can't go back to them with anything and as you say - the company that offered the warranty now doesn't exist.

Maybe time to invest in a new microwave unfortunately...

ferpferpferp

Is there any automatic entitlement to a 12 month guarantee on products? Or does that rely on you filling the card in?

stebiz

ferpferpferp wrote: »

Is there any automatic entitlement to a 12 month guarantee on products? Or does that rely on you filling the card in?

There is an automatic entitlement. But if it was last September be quick. Have your details together including the serial number etc from the Microwave. Saves you having to struggle when on the phone.

Stebiz

ferpferpferp

stebiz wrote: »

There is an automatic entitlement. But if it was last September be quick. Have your details together including the serial number etc from the Microwave. Saves you having to struggle when on the phone.

Stebiz

Thanks so should I be going to Electrolux with this? Tried calling their service people (Service Force) but got no answer. Sent them an email.

Will Electrolux know when the microwave was bought and if it's still under guarantee? Seems like a stupid question I know, but what proof do I need to show them it's less than 12 months old - the receipt?
The reason I ask is that I don't know if I was ever sent the receipt as it's not with all the other documentation we have for the kitchen and appliances we bought. We have an order acknowledgment from Empire Direct and the delivery note which I signed. Obviously I can't go to Empire Direct for a copy of a receipt.

The goods were delivered on the 1st of October. Does the guarantee start from when I bought the goods or received them?

Many thanks.

vicshippers

The manufacturer won't know when you bought it, so you will need proof of delivery and/or purchase.

While it may still be covered under basic warranty, they might argue that the damage is due to mis-use rather than an intrinsic fault with the microwave (I could be wrong, but it's worth considering).

stebiz

You say Empire Direct has gone bust yet they have a website
Is this not the same company?

BeenieCat

Hi, not quite the same thing i know but i had a problem with a White Knight tumble drier which i bought from Kays and no longer had an account with them.

I'd had it for 14 months so out of the 12m warranty and after a few factual emails to Crosslee (makers of White Knight stuff i believe) they weren't keen to help, but i wrote stating the below:

I think it is fair of me to expect my machine to last longer than it has, as i said it is only around 13 or 14 months old and the damage is irrepairable and will require the entire drum to be replaced and refitted. The damage is not what i and several white goods experts have agreed is not to be considered as normal wear and tear.

"Under the Sale of Goods Act 1979 and The Supply of Goods and Services Act 1982 traders must sell goods that are as described and of satisfactory quality, and provide services that are to a proper standard of workmanship."

In the case of a tumble drier as i'm sure you are aware, an acceptable timeframe would be around 5 years for it to be expected to last without failing like my CL847 model.

I hereby give Crosslee the opportunity to resolve my problem and i will of course give any further information as requested by yourselves.

I hope we can come to an agreed solution with regards to my appliance, as i'm sure we can agree that White Knight products are surely designed to last well over the 12 month warranty period. If not by email, then i will then be forwarding all correspondence to the Managing Director's office address in Halifax if needed.

This soon got them into action and they sent out Service Force to repair my tumble drier.

So my point is, go straight to the manufacturer, and do it ASAP, but if they say you're too late then be assured this is not necessarily the case.

I got a lot of help from the ukwhitegoods forum.

superscaper

stebiz wrote: »

You say Empire Direct has gone bust yet they have a website
Is this not the same company?

The website may have been bought by Richer Sounds but I don't think that means they have any responsibility to customers of the Empire Direct company which is currently in administration I believe. Presumably they're selling off assets like the website.

stebiz

superscaper wrote: »

The website may have been bought by Richer Sounds but I don't think that means they have any responsibility to customers of the Empire Direct company which is currently in administration I believe. Presumably they're selling off assets like the website.

I understand what you say. A bit like Woolies I suppose. The administrator would or should have access to the files though. Company law insists these files are kept for 6 years. Whether it is worth it for the price of a microwave is another matter!!

Stebiz

superscaper

stebiz wrote: »

I understand what you say. A bit like Woolies I suppose. The administrator would or should have access to the files though. Company law insists these files are kept for 6 years. Whether it is worth it for the price of a microwave is another matter!!

Stebiz

I'm sure they would but in terms of priority of resources/money I think you'd be way down the list as a consumer compared to creditors, shareholders etc.