Urgent help needed

Nafta

I bought a humidifier back in October and used it for about one week before it stopped working. I went to the manual and troubleshooting and cleaned it according to the instructions. It still was not working.
I got in touch with the retailer and they email back saying that the manufacturer has said that the product needed descaling.
My immediate reactions were:
1) after a week of use? I only have to descale my kettle once every three months if.
2) the manual does not mention the word descaling at all. It even says no to use chemicals to clean it.
3) the problem is between the shop and I and not the manufacturer

I sent them and email saying I was not happy with the product and that I wanted my money back.We also exchanged several emails discussing these 3 points above.
In the end they said I had to send the product back to the manufacturer ( and not to them) and pay for the cost of having it returned to prove the item was faulty or not.
Only if the product was faulty I would receive a full refund including the later costs.

I had no option but to do his and now I have receive and email saying the following:

"I have just heard from Nscessity, that they have received the humidifier back and after inspected they have found that the problem with the item is that it has not been fully de-scaled. As per our previous communication, since this would be part of the maintenance of any humidifier and the item is not faulty we are not able to issue a refund back to you for the item since it is in a used nature.
If you would like the humidifier returned to you as we cannot refund you or replace the item, please let me know this week, after which time we will dispose of the item.

Kind Regards"


I obviously am going to have to ask for the product back, but where do stand now?
My fears are:
1) what if this happens every time use it for 1 weeks or so? If I have to descale it so often for sure there must be something wrong with it as I said at the beginning, there is not hard water issue here.There is also the issue of suddenly becoming a very expensive product to run if this is the case.

2) The manufacturer says descaling it is part of the maintenance, yet this is not mentioned anywhere in the instructions manual.
3) How about the bit where it says "do not use chemical products"? What if I do it , will I be voiding the warranty?. And if this makes it worse?




Please I need some help!!!!!!


I have contacted trading standards but to be honest they are not being much help.


Thanks,


nafta

olly300

What do you want to happen? Do you want to keep the product or not?

If you clearly state that then you can be told what you can do.

Nafta

I do not want to keep the product if it means I have to descale on a weekly basis.
I paid £65 for it I expect more for that money, wouldn't you?

Nafta

Please, can anybody give me some direction, advice....anything!
Much appreciated!

Nafta

ps . please refer to start of thread

Mankysteve

Its a difficult one as there is technical no fault with the item it just needs a clean, But the instruction do not advise to this to be required so if a difficult one to answer.