Pure Radio: Fault Out Of Warranty

Beancounter

I purchased a Pure Avanti Flow radio from Amazon in June 2009 for £249.

The other night it stopped working (outside the 2 year warranty period) so I contacted Pure tech support. They said I was to contact the out of warranty team re a repair. I have just received an email from them and apparently they " don't have the parts to perform the repair". They can sell me a new unit for a discounted price. (£ 40 less than the cheapest price I can find online).

Firstly, I would expect a radio I bought for £250 to last a hell of a lot longer than 32 months and secondly, if it does fail outside the warranty period I would also expect the item to be fixable especially if they still sell the same radio now, parts should be available.

Are they now saying that if your radio fails then tough? hard lines for me having spent £350 on the same brand of hifi last year.

I am rather angry at them and I am wondering what rights I have now?

visidigi

your rights are with the retailer, not the manufacturer.

You would need to get it independently inspected and proven to have an inherent fault from manufacture - provide this to Amazon and advise them it needs to be resolved - it has lasted nearly three years mind, so I am not sure if this is really worth you doing - but they are your rights...

I read elsewhere pure have stopped repairing units and just replace them now, and they don't have stock of alot of old models...interesting business model i must admit and one that could see them in trouble down the line...

unholyangel

Your rights are with the retailer.

After the first 6 months, the retailer can require you to prove the fault was inherent - this is usually achieved via an independent report but its always worth checking with the retailer what they require as proof - or if they require any at all.

If the report is found in your favour (to be inherent) then the cost of the report would be refunded to you by the retailer.

You can request a repair, replacement or refund but the retailer can refuse your choice in favour of another if your choice is disproportionately costly. And any refund given can be reduced to take into account use you have had of the item.

So long story short.....contact the retailer and see what they say

mattyprice4004

It's not Pure's problem - they're right in what they say.

Go to Amazon

Beancounter

Thanks for the replies all. Amazon was my first port of call but they said they weren''t responsible for any issue and to contact Pure.

I have fired off another email to Amazon so will see how it goes.

markybaby

I have got one of those. How did it fail?

Beancounter

markybaby wrote: »

I have got one of those. How did it fail?

It just basically died overnight on Monday. No power is going through the unit at all now.

markybaby

Beancounter wrote: »

It just basically died overnight on Monday. No power is going through the unit at all now.

How odd. They are a really solid piece of kit as well. It is astonishing that Pure do not fix these things. Surely a power unit should be easy enough to fit? Oh well, hope Amazon give you some joy. I love my Avanti but will not be happy if it fails that close to 2 years. The price and quality of the product suggest a lot longer should be expected. Good Luck :-)

unholyangel

Surely telling consumers that they're not liable is in breach of the "must not mislead consumers about their rights" =/

They need a kick in the !!! imo.

Beancounter

Just had an email from amazon basically saying the same as last time.

Not happy but what can you do?!

unholyangel

Beancounter wrote: »

Just had an email from amazon basically saying the same as last time.

Not happy but what can you do?!

You can:

a) remind them of their responsibilities under UK law (specifically SoGA)

b) remind them that it can be a criminal offence to mislead consumers about their statutory rights

c) report them to trading standards.