Faulty Taps - part sent for me to fit. Who pays?

Bluehellsbells40

I recently refitted our bathroom and bought a Bath Mixer with a shower attachment. after only 4 or 5 uses the diverter no longer works.

I rang the online retailer (victorianplumbing) and they said they would contact the manufacturer. A quick call later the customer service agent tells me the manufacturer is sending me a new handle.

So, I have to find a plumber to dismantle the original faulty taps and (as long as it is actually the right part) refit the new part. Obviously I will have to pay the plumber to do this?

What are my rights here as this is the second time this has happened with a different retailer passing the buck to the manufacturer who in turn makes me pay to repair their faulty product?

wealdroam

The Sale of Goods Act makes it clear that the seller should cover all costs of providing a remedy when a product is inherently faulty.

From Section 48B:

(2) If the buyer requires the seller to repair or replace the goods, the seller must—
(a) repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

And here is a short extract from MSE's Consumer Rights 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.

Bluehellsbells40

That's great thanks Wealdroam, that's what I thought but couldn't articulate it to the customer service team. It's so frustrating being fobbed off in a vaguely helpful way ha! Time for a strongly worded email I guess.

deanos

it looks very simple to change yourself

https://www.youtube.com/watch?v=xYkofQNpOBU

Bluehellsbells40

I hear what you're saying Deanos unfortunately this is the 2nd incident the 1st one involved the valve of our shower exploding and the same response from retailers was to send me to the manufacturers so when this happened I thought it was time to ask advice. will be claiming costs from the other retailer too.