Repeating faulty heater but now out of warranty

Tory105

I bought a Dimplex electric heater (it looks like a log stove and uses steam to look like smoke) online costing around £700 in Sept 2011.

By March 2012, it had broken. It just wouldnt switch on. Nothing.

Due to personal health I didnt report the fault to Dimplex until May/June 2012, where they sent out an engineer to fix it. He replaced the motherboard and gave it a new switch.

The heater worked for another 3 months before breaking again. Same problem of not turning on. I reported it again,. This time it was one month outside of the warranty. As a 'gesture of goodwill', they sent the same engineer out again. He found a wire had burnt out. Replaced switch again. Heater repaired.

Another 3 months later and the same symptoms again. Heater will not turn on so I am guessing same fault.

This heater is not excessively over used and does go for periods of not being used at all. Just as a top up on central heating when very cold.

Dimplex are arranging to send an engineer out again to look at it. My concern is that there was an inherent problem with this heater that is causing it to break every 3-6 months. It is great they keep sending someone out to fix it, but the repair job is only temporarily solving the issue. Ideally, I want a total replacement. Am I within my right to ask this? or should I be asking, am I in my rights to get this? My concern being that the longer this goes on, the less rights I will have.

Many thanks

rustyboy21

They are having a few issues with the optimyst range, but it doesn't appear to be on the heaters, it is on the misting effect.

It may be worthwhile asking for a replacement, write to them at their Southampton address, to the customer service manager. I wouldn't go in all shouting and roaring, they do only have to effect a repair. They can offer a replacement or refund with regards to the SOGA, but it is up to them to choose the option, not yours.

If they repair it again, ask them to extend the warranty on it for another 12 months, they should do this no problem. I would also suggest the use of a surge protector adaptor in the socket you plug it into. You can get electric surges and all of the sensitive circuits inside can blow if there is a surge. They have in effect a mini computer inside of them to control everything on this model.

Address is on the following link at bottom of page....

http://www.dimplex.co.uk/customer_support/index.htm

mattyprice4004

Your rights are with the company you bought it from, not Dimplex.

Tory105

Thanks, rustyboy21.

Will try getting the warranty extended. Good tip.

Will also look into the adaptor. Something must be upsetting it, but the engineer didnt seem to think it was anything my end.

I make complaints on other people's behalf for a job (NHS), but feels different when doing it for yourself. Will refrain from shouting and roaring just yet (though it might warm me up now I am without a heater!)

Tory105

Matty, fair point. However, Dimplex have fully engaged with me from the beginning and never told me to go back to the seller. So on this occasion I will continue down this route. Thanks.