Comet - dont expect more then 12.5 months use of electrical goods

sdibbs

We had a Hoover VHV 380 tumble dryer delivered from Comet on the 07/07/2009. On the 21/07/2010 it developed a major (or i would consider it major) fault in that it won't heat and cancels the process when it switches to rotate anti-clockwise.

I'm aware that this is two weeks outside of the 12 months guarantee but as this appears to be a major fault I would say that this means the product hasn't been 'durable' under the SOGA.

What Comet have said is that you cannot expect goods to work fault-free and any product can develop a fault through normal use. Taking this into consideration buyers cannot expect to hold the seller responsible Comet therefore consider the product to have been of satisfactory quality when sold, fit for purpose and durable.

Is it me or am I being unreasonable in expecting a tumble dryer to last for more than 54 weeks?

unholyangel

Not really. All depends on price paid, quality of item etc etc.

However, under SOGA, outwith the first 6 months, it is up to the customer to prove the fault is inherent and has not developed through misuse/wear n tear.

You can commission a independent report which - if found in your favour - you can claim the costs of from comet and also expect a repair/replacement/refund from them (they will likely attempt to repair it and they can do this given that a reasonable time has passed and it is likely the most economic solution for them).

If found in comets favour, you would be out of pocket for the report and still have a new machine to buy. I cant remember how much these reports cost, someone else might be able to help with that.

Although i daresay come monday (or possibly tomorrow?) Andy - the Comet official rep - will post asking you to contact their customer services.

Do you actually know whats wrong with it and whether the fault is inherent or not?

c_smith

There is an informative article here. Comet are just chancing their arm. Don't accept it and go over the head of the person who gave you this information. It is completely unreasonable to expect a brand new tumble dryer to last just over a year - 5 to 10 years is considered reasonable.

Judas

c_smith wrote: »

There is an informative article here. Comet are just chancing their arm. Don't accept it and go over the head of the person who gave you this information. It is completely unreasonable to expect a brand new tumble dryer to last just over a year - 5 to 10 years is considered reasonable.

"Last" - The tumble dryer may need a £5 fault. Electrical items like that arent meant to just be thrown out when they get a minor fault.

moonrakerz

c_smith wrote: »

There is an informative article here. Comet are just chancing their arm. Don't accept it and go over the head of the person who gave you this information. It is completely unreasonable to expect a brand new tumble dryer to last just over a year - 5 to 10 years is considered reasonable.

Whilst wholeheartedly agreeing that the OP should take this further/higher - I am afraid that the article quoted and much of the "advice" offered on this site on this subject is grossly simplistic.

A good (official) resume of The sale of Goods Act is here:
http://webarchive.nationalarchives.gov.uk/+/berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html
This is also quite useful, it is (official) guidance to the retailer:
http://www.bis.gov.uk/files/file25486.pdf

As for saying that "5 to 10 years is considered reasonable" ! Well, just who says it is reasonable ? The LAW doesn't, for a start - and that is what really counts.

Is the person who said this well versed in the design of domestic appliances ?
Are they aware of the quality of the components that the manufacturer of this item uses ?
What useage has the machine been subject too ?

By all means chase it up - but go armed with the correct information - stating to the manager of the Comet branch involved that CSmith on MSE says 5 - 10 years is "reasonable" does two things:
1. Makes you look stupid
2. Informs the manager that he knows that he will win this one because you are obviously talking out of your hat (or elsewhere !)

To be honest - it is the sort of post from the OP that makes sure that I NEVER buy anything from Comet or similar places - they may appear to be cheap - but are they ??
Many years ago we had a Hoover Washing Machine which broke down regularly: John Lewis replaced it without a murmur after 15 months and I NEVER bought anything that said Hoover on it again.

Good Luck OP !!

c_smith

As for saying that "5 to 10 years is considered reasonable" ! Well, just who says it is reasonable ? The LAW doesn't, for a start - and that is what really counts.

Moonrakerz is partly correct here in what he says. What is considered reasonable will vary in opinion from person to person. For example, RETRA consider the life expectancy of a tumble dryer to be between 3 and 6 years and not 5 - 10 as claimed in the article I posted above. Consideration would also have to be given to the cost of the item, as a £200 dryer probably wouldn't be expected to last as long as a £400 one.

However, as Moonrakerz advises, do not go into Comet and say CSmith on Moneysavingexpert.com says a 5 - 10 year life is reasonable for my dryer. Instead, go in and tell them that the judge in the case of Robertshaw v Currys (1999) found in favour of the pursuer, as it was reasonable to expect her washing machine to last longer than the 18 months it lasted before breaking down. Then tell them that unless they repair the item for you free of charge, you will have it repaired yourself and pursue them through the small claims court for recovery of the cost of repair and your expenses incurred in doing so.

fthl

Many years ago we had a Hoover Washing Machine which broke down regularly: John Lewis replaced it without a murmur after 15 months and I NEVER bought anything that said Hoover on it again.

So, your hoover washing machine sucked?

patman99

Hoover tumble dryers & washer/dryers seem to have a lot of 'inherent' faults. We have a Washer/dryer, and have had the engineer from Comet out 5 times so far to fix it.

Trouble is, no-one gives a stuff about quality these days. Firms are only interested in getting the customer to buy a new machine every 12 months, so design the things with a 2 year life expectantcey.

Esqui

I'm guessing you asked in store? Cause it sounds like whoever you talked to was one of the many people who know random bits of SoGA and quote them at any opportunity to suit their own needs!

You could try their main customer service centre for a better resolution (or a Comet rep on here will pop along soon enough)

moonrakerz

fthl wrote: »

So, your hoover washing machine sucked?

It did indeed !

Actually what really put me off was the fact that it was the same fault each time. Even the replacement broke down, but when the repair man fixed it he said "you won't have any more problems, it's a new design of bearing". Some time later I read in a Which magazine that all these (same) faults were caused by a faulty bearing design - BUT Hoover were still denying there was ever a problem !

maria6259

sdibbs wrote: »

Is it me or am I being unreasonable in expecting a tumble dryer to last for more than 54 weeks?

You're lucky it lasted that long from Comet. How about 2 faults developing within 8 weeks.

And Comet head office want me to take it in for repair, which really means it will develop more faults while their 'engineers' are trying to fix it.

Took it in, no engineer available. In fact, according to Lincoln Comet, there are no power sockets at all in their store so they can't even test it. I think their store is run on windpower, generated by the sales team talking a load of cr*p.

Comet have lost 3 customers for £179.99, 3 customers who purchased 2 x £800 computer the same day (somewhere else obviously), plus a new computer desk for £100.

I will never buy anything from there again on principle, even if it's cheaper!