problem vacuum cleaner?

rabialiones

bought vacuum cleaner from argos, guarantee will run out in just over a week
the hose pipe on it has split in two places.
first split i covered with tape and continued to use it ,next split is near to place where it attaches to vacuum so i cannot now use it.
i went to argos who have told me to contact manufacturer as argos only guarantee the mechanics of the vacuum.

the hose are not manufactured correctly as when i first bought it i had to exchange 2 of them beczause the ones bought hose pipe had splits in them when i took them out of the box.

i insisted that argos should cover the guarantee but they said my guarantee is with the manufacturer -vax- not them.

any help/advice apprecitaed
thanks

SeanW

If you have had it less than a year, your claim is with Argos, don't let them fob you off with talking to the manufacturer, which will probably end up costing you money, if only temporary, in shipping costs.

I find it hit and miss in Argos depends who you get at the customer service desk. I took a printer back after 3 months and they insisted I had to go to Lexmark, because that's how they worked, which is a load of rubbish, I don't have to do anything but insist Argos deal with it. I took a DVD recorder back after 6 months and they gave me a full refund without question(they didn't even check the box had a dvd recorder in it).

If you can prove that you've already had to have the same part replaced twice because of poor manufacturing, and it's over a year old and broken again, you still have a claim with vax because goods are covered for a lot more than 1 year with the manufacturer if manufacturing is to blame, although the fact you patched it up rather than reporting it when it broke might go against you.

cazzy6208

i refund/replace hoovers cuz of split hoses, and i dont know of anyone at my store who has refused someone because of a hose split. i do agree though that it does depend on who you get at CS, how much they actually know (and what mood theyre in) and sometimes what manager there is in store. the only thing my managers would maybe say is because it's right at the end of the guarantee, they might try to persuade you to have a replacement/exhange rather than a refund.

rabialiones

phoned up main CS, after a few calls and them contacting store manager, they gave me a phone no. to ring and to give a ref. no. and ask them to send me a replacement hose.
cos of hols, have not managed to get thru to them yet, but time is running out as i only have a few days left for guarantee.

parts suppliers are called seme 0870 2402671.

btw - i never asked argos for a refund, just asked for part to be replaced.

mattymoo

Is this a Vax Astrata from the bargain posted last year? I got one and had to send it back (within 16 days) because of a hose split. Pity really because it was a nice cleaner. Seems to be a manufacturing fault as I seem to recall several people had the same problem.

Icemoose

rabialiones wrote:

bought vacuum cleaner from argos, guarantee will run out in just over a week
the hose pipe on it has split in two places.
first split i covered with tape and continued to use it ,next split is near to place where it attaches to vacuum so i cannot now use it.
i went to argos who have told me to contact manufacturer as argos only guarantee the mechanics of the vacuum.

the hose are not manufactured correctly as when i first bought it i had to exchange 2 of them beczause the ones bought hose pipe had splits in them when i took them out of the box.

i insisted that argos should cover the guarantee but they said my guarantee is with the manufacturer -vax- not them.

any help/advice apprecitaed
thanks

I had the same problem with my Vax hoover from Argos a couple of months ago.... mine also split on the pipe!

I took it back got the same talk you got but demanded they change it there and then as I was not prepared to wait for Vax to repair it stating as there was an asthmatic in the house I needed to vacuum regular and that I was not being left without a vacuum… I’d only had it about 3 months when the pipe split!

I told them I had all day to stand here and argue whilst a queue was forming behind me…

I won…. I choose another Hoover, paid the difference and left 20 minutes later!

I had the same problem with a freeview box a few years ago, but I stood my ground and got my refund in cash….

sinandie

Icemoose wrote:

I
I told them I had all day to stand here and argue whilst a queue was forming behind me…

I won…. I choose another Hoover, paid the difference and left 20 minutes later!

I had the same problem with a freeview box a few years ago, but I stood my ground and got my refund in cash….

wish it had been a store i worked in i would have let you stand there all day, stores no matter which one have a right to put right the wrong and if that is by means of a reapair then so be it, standing there all day with the attitude you have only annoys not only yourself but the assistant and maybe other customers that are waiting. A repair is a valid and resonable request for a store and you with a demand is not,
I work in a store and get spoken to like **** on a daily basis by customers who know there rights yet not there manners all we are doing is our job like you prob do yours

rabialiones

mattymoo wrote:

Is this a Vax Astrata from the bargain posted last year? I got one and had to send it back (within 16 days) because of a hose split. Pity really because it was a nice cleaner. Seems to be a manufacturing fault as I seem to recall several people had the same problem.

yes, thats the one!

anyway i phoned seme this am and have been told that the replacement will be sent out in a few days.
i will just have to wait and see, will keep peeps informed

FloFlo

sinandie wrote:

wish it had been a store i worked in i would have let you stand there all day, stores no matter which one have a right to put right the wrong and if that is by means of a reapair then so be it, standing there all day with the attitude you have only annoys not only yourself but the assistant and maybe other customers that are waiting. A repair is a valid and resonable request for a store and you with a demand is not,
I work in a store and get spoken to like **** on a daily basis by customers who know there rights yet not there manners all we are doing is our job like you prob do yours

You need to read up on current consumer legislation, there is now a greater responsibility on the part of the retailer within the first 12 months. Unless they can PROVE the fault was not there at the time of purchase a refund or repair as the customer wishes should be given. You cannot expect customers to be happy with shoddy customer services, if the issue was resolved to the customers satisfaction straight away then there would be no annoyed customers.

I think a change in the attitude of the staff is more in order than a change in the customers who through no fault of their own has a legitimate complaint.

mattymoo

FloFlo wrote:

there is now a greater responsibility on the part of the retailer within the first 12 months. Unless they can PROVE the fault was not there at the time of purchase a refund or repair as the customer wishes should be given.

But Icemoose had had the cleaner 3 months before the pipe split so repair is an acceptable solution is it not?

Enterprise_1701C

Just thought I would mention, these days if there is a problem with an item like this within the first six months it has to be assumed that it was a manufacturing fault (unless of course it can be proved to be due to mistreatment!!)