Expensive hairdryer breaks after warranty period

TrixA

Thanks all for the advice. The fault is with a switch which selects whether the hairdryer is set on low or high speed/power. I was in the middle of using it on low speed when the motor suddenly changed to high speed and now will only operate at that speed irrespective of the position of the switch - so it must be something to do with the internal mechanism. Is that likely to meet the definition of an 'inherent fault'?

What I'm not sure about is how long would be considered a reasonable life for a hairdryer and who gets to decide. Given that this brand was advertised as having particular reliability I think I could argue that it could be expected to last longer than the average, no?

neilmcl

TrixA wrote: »

Is that likely to meet the definition of an 'inherent fault'?

Not on its own no. You still need an experts report to properly diagnose the fault. For example, they could discover that the switch has failed because you may have mishandled the dryer or allowed water ingress or something, therefore it wouldn't be an inherent fault.

TrixA

neilmcl wrote: »

Not on its own no. You still need an experts report to properly diagnose the fault. For example, they could discover that the switch has failed because you may have mishandled the dryer or allowed water ingress or something, therefore it wouldn't be an inherent fault.

Ok, I'm pretty confident nothing like that will apply. I haven't done anything out of the ordinary with it, and this is a brand that is supposedly widely used by professional hairdressers.

neilmcl

TrixA wrote: »

Ok, I'm pretty confident nothing like that will apply. I haven't done anything out of the ordinary with it, and this is a brand that is supposedly widely used by professional hairdressers.

Yes but what I'm saying is you need to prove it, hence the need for an experts report.

TrixA

I just had a call from someone at the company I purchased the product from, who informed me that their obligation under the Sale of Goods Act is that they only have to provide a remedy if the product fails within six months. He said that given the timeframe it's nothing to do with them and I ought to contact the manufacturer.

Is this right?

neilmcl

No. Follow the link on post #2

SuperHan

TrixA wrote: »

I just had a call from someone at the company I purchased the product from, who informed me that their obligation under the Sale of Goods Act is that they only have to provide a remedy if the product fails within six months. He said that given the timeframe it's nothing to do with them and I ought to contact the manufacturer.

Is this right?

No, but after 6 months they don't have to do anything without an seeing an engineers report to say it's an inherent fault first. Your opinion is not enough, it has to be in writing from someone who is qualified to make that judgement. The they cannot deny you a remedy.

TrixA

Thanks both. Honestly, this customer services representative was the most patronising person I have ever spoken to. I said to him that I didn't think their company policy was consistent with their obligations under the Sale of Goods Act and he basically said he knew the law better than me because it was his job. He also tried the "well if it was up to me I'd get you a replacement, but this is company policy" line.

wealdroam

TrixA wrote: »

I just had a call from someone at the company I purchased the product from, who informed me that their obligation under the Sale of Goods Act is that they only have to provide a remedy if the product fails within six months. He said that given the timeframe it's nothing to do with them and I ought to contact the manufacturer.

Is this right?

Having read the first reply on this thread, surely you already know the answer to that question.

Here's a short extract from that MSE guide:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

TrixA

Yes from the advice I've had here I was pretty sure I was in the right, but honestly, this guy seemed so sure of himself. I kept on telling him that I didn't think their policy was consistent with their obligations under the law and he assured me it was.

At one moment he got tongue-tied and said their obligation was six years post purchase when he'd presumably meant to say six months. I called him on it and he flat out refused he'd said it. It was almost farcical.