Rights when not all parts in box

Scoi

I bought a nespresso coffee machine on the weekend. As it was the last of a certain model they had in store it was half price. After bringing it home i've noticed a key part of it was missing.

My concern is that if i take it back to the shop then they will give me a refund or exchange for another product costing the same meaning i can't buy what i want as other models at this price don't have the functions i need. The model isn't available in any other branches or even on their website.

Do i have any consumer rights which mean i bought a machine having certain functions and thats what i want at the end of the day without paying any more.

The 3 outcomes i would like are that: they purchase the missing part from the supplier; they refund the cost of me purchasing the missing part; they find an acceptable replacement meeting the same functionality.

I bought it in a big electronics retailer, lets call them Meteor. Are companies of this size good with this type of situation or am i going to be spending ages with call centres, managers, supervisors etc.

vaio

some will say that you can rescind the contract which puts you back in the position you were in before you started (they get the coffee machine back and you get your money back)

Others will say you can enforce the contract which puts you in the position you would have been in had the retailer not breeched the contract. (They keep the money & you get a working machine)

I lean towards the latter as a contract is binding on both sides so write a letter giving them the opportunity to source the missing parts/replacement machine and tell them if they don't then you will source it and recover the extra costs from them.

I went through a similar exercise with Dixons years ago and it ended up in small claims

unholyangel

Its Comet, he might have a fight on his hands.

OP contact them and see what they say, if you have any trouble.....it may be worth a quick call to the manufacturer (its not unknown for manufacturers to send out missing parts free in these circumstances).

Alternatively, contact the manufacturer first. If they cant send a free replacement, ask them for a quote on how much a replacement would be (inc delivery). That way you have the figure to hand when contacting Comet

Country_Cousin

The Nespresso does not really have any removable parts - just the water store, the machine and perhaps a cup stand. Which bit was missing? They, I think give a set of free coffee pods too. Did you get those?

Scoi

It's a latissima 680. On top of the milk reservoir is a sliding piece of plastic that determines the level of froth that's added to the cup when making a capaccino/latte, as the piece is missing i get no milk froth at all. Delonghi can supply a complete replacement milk unit for £28 including delivery.

Everything else is there, including the testers, cups and saucers etc. As the unit including the part was on show i think someone has either pulled it off and it got cleaned up or 'acquired' a replacement for their own missing piece.

I'm hoping that Comet think its worth their while losing their profit margin rather than dealing with the return to manufacture procedure and a disgruntled customer.

somethingcorporate

Think again, it's Comet we are talking about here.

For the sake of £28 I'd get it from the manufacturer and just move on. Comet are hopeless and a complete nightmare (almost as bad as Argos IMO).

Valli

If a part is missing and the machine you purchased lacks functionality then the retailer can offer a repair (not likely for a missing part), a replacement or a refund.

They will more than likely choose whatever's easiest for them.

Was this offered for sale as ex-display and/or 'parts missing' by any chance?

pmduk

Scoi wrote: »

I'm hoping that Comet think its worth their while losing their profit margin rather than dealing with the return to manufacture procedure and a disgruntled customer.

You must be living in a parallel universe, sorry.

Country_Cousin

Oh I know what you mean. I have a nespresso - not that one - and I have a piece of plastic that determines the level of froth in my aerocino. Well ask Comet and see what they say. I see this is quite an expensive machine and so if you got a good deal on it and they are a total no-go (ie they will just refund) I would rather pay the £28, get the part and keep the machine and you are still "better off".

adonis

It seems comet are on the brink of administration, I hope the op used his credit card.

Scoi

Update

I called Comet the day before the administrators arrived and they agreed to refund me the cost of the replacement. Placed order with a parts supplier and took the proof in the next day. Customer service was filled with people being refused a refund and with fully loaded gift cards which were useless. I feared the worst but surprisingly the manager, who was very stressed with shoppers demands he couldn't meet, processed the discount with no bother at all.

Thanks for the input