Faulty Tumble Dryer

k212

Hi there, I am hoping that someone will be able to help me!!
I purchased a Tumble Dryer from a well known UK department store.

After three days of used the machine failed. It is making a horrendous noise as if a bearing has gone... Not that I am an expert by any means!

I contacted the store and they advised that I would need to call the manufacturer direct, and that I would have to wait 3 weeks or more for an engineer. I contacted the Manfacturer who told me to turn the machine off wait for two hours and call them back. I found them extremely rude and although I performed the required restarts, I thought it was pointless.

After finding out my right I discovered that if I purchased my Dryer through a retail store I should in fact have all my dealings with them rather than the manufacturer because my according to the sales of goods act 1979 my contract is with them.

So I advised the store that I required them to contact the manufacturer and advise me when a service engineer would call.

This was two weeks ago, I emailed the store to chase up and they replied as if I had never complained before and gave me the number for the manufacturer, I since have replied again and they have yet to respond!

Am I right in saying that I don't want to deal with the manufacturer? and can I request an replacement once the dryer has been assessed..? I don't want a refurbished Dryer when it went wrong after three uses!!!

Any Help would be Fab Thanks!

justifier

did you buy it online or in store? when you spoke to the retailer originally did you speak to them in store or did you ring there customer services department. If it went faulty after 3 days they should have replaced it could easily be argued that it was DOA. most manufacturers have agreements with retailers that within 28 days they will credit the retailer. Oh and who was the retailer? I am presuming that it wasn't overloaded though. How long is it now since you bought it?

Hope that helps a little

unholyangel

Technically if you reject the goods within a "reasonable" time, you can demand a full refund. And this may be a better route for you if the machine failed after 3 days as with a replacement, the retailer can refuse if it is disproportionately costly (which usually a replacement as opposed to a repair is).

Of course, there is nothing to stop you asking for a replacement. But given that they seem to try and dodge their responsibilities under SoGA, they may not provide it.

First things first, if you havent already.....put your complaint in writing. Say what the problem is, what solution you want (you could say replacement and if replacement is not possible....a full refund) and when you expect a response. Between 7 and 14 days is normal i believe. Keep the letter as straightforward as possible. Include the date you bought the machine and the date it failed. (so something like dear blah blah, On 12/12/11 I bought a blah blah tumble dryer for £xxxx. On 15/12/11, the machine failed and is no longer usable. etc)