Henry Vacuum - dispute re guarentee. Advice please

REDMADCURLS

Hi ( I will try to keep this brief)

Just over a year ago I bought a Henry Vacuum (one which also has a carpet washer facility) from Cleanstore.co.uk - cost approx £200. It came with 2 year manufacturer guarentee.

No problems until Sept 09 - started to make a strange noise and then cut out - eventually wouldn't power on at all. Contacted cleanstore - they collected it and then several days later sent an email stating there was an issue with the power cable - which was not covered by guarentee - and it would cost £50 to fix and £20 to return the machine to me. I contacted them stating that I was very unhappy to pay £20 to have the vacuum returned to me (which I would have to pay to the get the machine back, whether I paid for the repair or not). I particularly took exception to the postage charge, which was higher because I live in N Ireland - but thats another bug bear for another day. Anyway, I digress. I agreed to pay for the repair just to get the vacuum back and get my floors clean again!

Vacuum comes back - first day I use it - same thing happens - a noise from the motor and then cuts out. My husband advises to stop using it as I would burn the motor out. Contact cleanstore - they again say send it back, I point out that I paid total £70 to get it fixed and it isn't working. They wouldn't budge on my concern that I may again be asked to pay to have the vacuum returned to me if they decided it was not a 'warranty issue'. They wouldnt budge - so I sent it back.

It came as no surprise that eventually (after some six weeks) they email to say that I used the vacuum without a bag (which I NEVER did) and as a result dust has got into the motor - if I want it fixed I must pay £100 - (incl. £20 postage) I emailed them back and stated I had never used it without a bag. They sent me photos - which showed dust in the filter - (isn't that what the filter is for) and dust in motor! Again they stated I must have not used a bag.

This now makes me think there was a permanent fault in the machine as I have no idea how dust got into the motor!

Cleanstore are refusing to discuss the matter and simply stated pay £100 to have it repaired or pay £20 and we will send the broken machine back to you.

Any advice as how to proceed as it now appears it is my word (I always used a bag) against their word (you did not use a bag)

Many thanks

Rachel


PS Imagine if I hadnt tried to keep this brief!!

Anihilator

You will need to get an expert to dispel their theory then take further action through to get them to comply with the warranty.
Either that or pay up for the repair or replace it.

The other option is speak to Henry directly as warranties are seperate from the retailer.

Equaliser123

It is not for the retailer to determine which bits are covered by guarantees.

The SOGA covers the product as a whole. If it is not of satisfactory quality or fit for purposes then your rights are to a refund, repair or replacement.

OlliesDad

Equaliser123 wrote: »

It is not for the retailer to determine which bits are covered by guarantees.

The SOGA covers the product as a whole. If it is not of satisfactory quality or fit for purposes then your rights are to a refund, repair or replacement.

The retailer/manufacturer are within their rights to say which parts are covered under guarantee, but they can't decide what is covered by SOGA

By the sounds of it, they are claiming the item was misused which will not be covered by SOGA. It will be up to the OP, as Anihilator has said, to prove that it is a inherent fault.

penrhyn

If I was you I'd contact Numatic and recount your dealings with their agent.
Clearly you won't be buying one of their products again based on your experience and what are they going to do to recover the situation?
Numatic Service Vaccuums.
Tel: +44 (0)1460 269267
Fax: +44 (0)1460 239506

REDMADCURLS

Thanks all for the replies - I was thinking it was going to be on my shoulders to 'prove' that there was a fault.

I might call Numatic as a last ditch attempt - God, I did love that vacuum cleaner!!

REDMADCURLS

Well no luck with Numatic - they need the vacumn to make an opinion and of course that means paying another £20 to cleanstore.co.uk and then paying again to post it to Numatic - Cleanstore wouldnt send it directly to Numatic.

Note to self - only buy such items in a store - then you have a face to argue/discuss with