company refusing to repair 3 week old machine

Lillitubb

Hi,

Can anyone give me any help with this situation that I've found myself in?

I bought an espresso machine from an internet retailer for £380. I used it for 3 weeks when it stopped working.

As the retailer promotes a 2 year guarantee on its website, I contacted them for their help. I was immediately told that I had left a steam switch on and it was my fault it wouldn't work!!

I told them that I was 100% confident that I had followed the manufacturers instructions and no switches had been left on for any longer than when they were actually being used.

They then said that I could return it (at my cost) for inspection.

I then received a letter 2 weeks later accusing me of leaving the steam switch on for an excessive amount of time which had caused the element to burn out. They told me to pay £140 for the machine to be repaired and returned.

I know that I have not left the steam switch on for any longer than necessary, I know that I have done nothing to break the machine so why should I pay.

I have since sent them a letter stating the Sale of Goods Act 1979 and am demanding a full refund. No response as yet.

As I paid by credit card (bill paid in full), I also contacted the credit card company who said to put the details in writing. As yet, again I've not heard anything.

Has anyone else been in this situation or can offer any advice?

juliescot

You have done the right thing asking for your money back.

How long since you wrote to them?

Consumer Direct people are very helpful

Lillitubb

I sent them a letter just over a week ago.

I know I'm probably being inpatient as it took them 2 weeks to respond last time but I can't help feeling that I'm not going to get anywhere with them.

juliescot

I think 14 days is a reasonable time and with the current postal problems it may take a little longer.

They may surprise you and give you your money back - I hope so

Optimist

It seems a poor design if you can burn out the element by leaving a switch on. I would have thought they would have installed a cut out if they were aware such a thing was possible.

However I would be a little more patient. You have done everything you could be expected to do at this time, The credit card company will probably wait until discussions have broken down between you and the company before acting

Naming the company concerned is always useful and helps people who are thinking of buying from said company.

I always do a search before buying online to see if people have had problems

Lillitubb

Thanks Julie, me too!

Lillitubb

Lillitubb

Optimist wrote: »

It seems a poor design if you can burn out the element by leaving a switch on. I would have thought they would have installed a cut out if they were aware such a thing was possible.

However I would be a little more patient. You have done everything you could be expected to do at this time, The credit card company will probably wait until discussions have broken down between you and the company before acting

Naming the company concerned is always useful and helps people who are thinking of buying from said company.

I always do a search before buying online to see if people have had problems

Funny you should say that Optimist. Everyone I've spoken to has said it should have an overheat thermostat.

I would love to name the company but not sure I should yet. I will when we reach an agreement though. I wouldn't want anyone else to have this hassle.

I did do extensive research on the net and this machine is meant to be one of the best on the market. I spent weeks on YouTube watching people making Latte's on it. I even read the manufacturers instructions before I bought it.

I don't think this is where the problem is though.

Because the machine is so heavy, it cost me £40 to send it with insurance, which they said they would reimburse. This means that if they repair it and send it back, it's going to cost them. I get the impression from my telephone converstions with them that when customers ring for guarantee faults, they are so agressive that people either don't bother to send things back or they pay for the repairs. Not this time!!

Thanks for your reply Optimist, it all helps to keep me sane!

cleo1299

Lillitubb wrote: »

Hi,

I bought an espresso machine from an internet retailer for £380. I used it for 3 weeks when it stopped working.

As the retailer promotes a 2 year guarantee on its website, I contacted them for their help. I was immediately told that I had left a steam switch on and it was my fault it wouldn't work!!

Sounds like the company I bought from a few years back (Fairfax).

Esqui

Remember, they must PROVE that the item's fault was down to your misuse. Them saying "we've looked at it and it's your fault" is no more acceptable than if you had to prove the fault and said "I looked at it and it's broken"