Expensive hairdryer breaks after warranty period

TrixA

I purchased a new Parlux hairdryer about 18 months ago from an online store. It's the most expensive hairdryer I've ever bought but I was reassured by the advertising description which emphasised the reliability of the product. The actual phrase used (which is still on the store website) was "Legendary Parlux reliability comes as standard".

The hairdryer has now developed a fault which means it only operates on the high speed setting. Due to my hair type I almost exclusively use the low speed setting, so the hairdryer is virtually useless to me.

I've contacted the company to request a repair, explaining I was disappointed in the reliability of the product. They have declined to do anything saying the product is outside its six month warranty period. I think something that is described as having "legendary reliability" should be expected to last more than 18 months under light domestic use. All of my previous (much cheaper!) hairdryers have lasted for many years. Do I have a leg to stand on, and if so what should I do next?

wealdroam

TrixA wrote: »

I purchased a new Parlux hairdryer about 18 months ago from an online store. It's the most expensive hairdryer I've ever bought but I was reassured by the advertising description which emphasised the reliability of the product. The actual phrase used (which is still on the store website) was "Legendary Parlux reliability comes as standard".

The hairdryer has now developed a fault which means it only operates on the high speed setting. Due to my hair type I almost exclusively use the low speed setting, so the hairdryer is virtually useless to me.

I've contacted the company to request a repair, explaining I was disappointed in the reliability of the product. They have declined to do anything saying the product is outside its six month warranty period. I think something that is described as having "legendary reliability" should be expected to last more than 18 months under light domestic use. All of my previous (much cheaper!) hairdryers have lasted for many years. Do I have a leg to stand on, and if so what should I do next?

What is 'the company' that you have contacted?
Manufacturer or seller?

Any rights outside the guarantee period, need to be pursued with the seller.

Have a read of MSE's Consumer Rights guide for more detail.

TrixA

Thanks, it was the seller I contacted.

SuperHan

You need to get yourself an independent engineers report to say the product is inherently faulty. If it finds in your favour you can claim for a refund of the report and for a remedy (either repair, replacement or full/partial refund). The remedy is largely at their choice.

That's your solution under the sales of goods act

TrixA

What do you mean by an engineer - someone who fixes hairdryers? Can you give me any idea how much an "engineer's report" would cost?

SuperHan

You could try somewhere like Currys on the off chance they would look at it for a fee. Otherwise, somewhere local that repairs appliances?

I would expect around a £50 charge, possibly less, but you may pay a premium for the expertise...

daytona0

Just to let you know though...

The report needs to state that it has an INHErENT ault present.....


You'll be trying to return under sales o goods act so need to show the retailer that it was aulty upon purchase.. Do that and you'll get a resolution.. Do it not and it will cost you the amount o the report and you won't be entitled to a resolution.

That being said, consider whether it is inherent or due to wear and tear because the latter instance may cost you more money than simply buying a new one...

TrixA

It doesn't seem worth it to spend £50 on a report when the fault could probably be fixed for less than that. I think I know what the answer will be, but could I arrange for someone to fix it, and ask the person fixing it to make a statement that the product was inherently faulty (assuming that's the case), then try to claim the cost of the repair back from the company?

unholyangel

TrixA wrote: »

It doesn't seem worth it to spend £50 on a report when the fault could probably be fixed for less than that. I think I know what the answer will be, but could I arrange for someone to fix it, and ask the person fixing it to make a statement that the product was inherently faulty (assuming that's the case), then try to claim the cost of the repair back from the company?

That may cause issues as you can't force a remedy that is disproportionately costly. Neither are you entitled to remedy from the retailer until its proven to be faulty - meaning you would be denying them their rights.

Perhaps speak to the retailer first? Tell them you are getting a report but "just wanted to check with them first in case they'd prefer to look at it since - if inherently faulty - they'll be responsible for the cost of the report and they'll probably be able check if its inherent cheaper themselves than the independent engineer". Or something along those lines. If they say they won't look at it, ask them if they'll refund the cost of repair also if you get it repaired at the same time (perhaps include the quoted figure you were given) - and remember to do it by email so you have it in writing if they do agree to it.

Remember to be polite etc. Often it can go a long way to getting a company to go further than they need to.

daytona0

TrixA wrote: »

It doesn't seem worth it to spend £50 on a report when the fault could probably be fixed for less than that. I think I know what the answer will be, but could I arrange for someone to fix it, and ask the person fixing it to make a statement that the product was inherently faulty (assuming that's the case), then try to claim the cost of the repair back from the company?

I don't think so, simply because you don't give the seller control on resolving it (they might be able to repair it cheaper) and it may be classed a tampering with it....

The report can be reimbursed were it to be inherently aulty

neilmcl

daytona0 wrote: »

The report needs to state that it has an INHErENT ault present.....

Whilst it would the nice for any report to specifically state that the item's fault is inherent it doesn't need to use those exact words but merely point to the fact that, on the balance of probabilities, the fault would likely be inherent to manufacture. For example, if the fault diagnosed a fault that was outside of the user's control, ie a premature failure of some internal component, then that in itself would point to the probability that the fault was inherent to manufacture.