Getting refund on a £2850 four year old electrical item?

bris

No you have no chance of getting a refund so you can stop thinking you have a chance.


A repair if they chose to do so is all your legally entitled to, after 4 years they may also make you get an experts report to prove the fault is inherent at time of purchase, not easy to do after 4 years.


The product itself will also have diminished greatly in value and you could never expect to get what you paid back for it. Like everything else technological 4 years is a long time value wise.

vuvuzela

As it's an overheating problem and you spent so much on it, I assume you can show that you've got it sited according to the manufacturers guidelines re clearance around etc for ventilation ?

bod1467

unholyangel wrote: »

Repairing it twice free doesnt really mean much though. It could be that it was covered under warranty or it could be that they just offer really good customer service.

Have you approached the retailer yet to see what they say? Some retailers will go beyond what the law says so always worthwhile at least checking their position first to see what they're willing to do - if anything.

Whilst I may be wrong, I suspect the OP has dealt directly with the manufacturer and the retailer has been "out of the loop" regarding the previous repairs. Am I right, OP?

Regarding the previous repairs, you say it has gone back twice (in 4 years). WHEN were these returns for repair? (Just trying to get a handle on schedule; whether the first time was under warranty the and second time was goodwill by the manufacturer).

zaax

I would ask for a full refund, as they was no enjoyment in the item as there was fear in that the item may have to go back for repair again, which sounds likes an inherent fault.

skap7309

Thanks guys, some helpful advice.

bod1467 wrote: »

Whilst I may be wrong, I suspect the OP has dealt directly with the manufacturer and the retailer has been "out of the loop" regarding the previous repairs. Am I right, OP?

Regarding the previous repairs, you say it has gone back twice (in 4 years). WHEN were these returns for repair? (Just trying to get a handle on schedule; whether the first time was under warranty the and second time was goodwill by the manufacturer).

First repair - 18 months after purchase - second repair 3 years after purchase. Third failure this weekend so 4 years after purchase it requires yet another repair.

vuvuzela wrote: »

As it's an overheating problem and you spent so much on it, I assume you can show that you've got it sited according to the manufacturers guidelines re clearance around etc for ventilation ?

Yes, plenty of space around it on its own dedicated equipment rack. I must stress Arcam have acknowledged there is a known fault with this overheating and have a modification ready for it. Thing is its been back for the same repair twice (and needs to go back a third time) so it clearly isnt working.

zaax wrote: »

I would ask for a full refund, as they was no enjoyment in the item as there was fear in that the item may have to go back for repair again, which sounds likes an inherent fault.

Thankyou, my thoughts exactly - having opted for the upper end of the market price-wise its simply not good enough and the same problem keeps on reappearing on a recognized fault from the manufacturer. My £20 kettle has worked everyday without issue for the same length of time so why should i have to put up with this on something the price of a small car? Constantly repairing the same fault so it lasts 12 months before it fails again isnt near good enough, hence why i want my money back, rather than repairing it again.

unholyangel wrote: »

Have you approached the retailer yet to see what they say? Some retailers will go beyond what the law says so always worthwhile at least checking their position first to see what they're willing to do - if anything.

I have every intention, just trying to arm myself with any information that may help, and to see where i stand bearing in mind the manufacturer has now repaired the same fault twice,and its reappeared yet again.

Thanks.

neilmcl

zaax wrote: »

I would ask for a full refund, as they was no enjoyment in the item as there was fear in that the item may have to go back for repair again, which sounds likes an inherent fault.

Even given the repair periods the OP still would have had plenty of use over the period of 4 years. No way is he entitled to a full refund!

Cycrow

zaax wrote: »

I would ask for a full refund, as they was no enjoyment in the item as there was fear in that the item may have to go back for repair again, which sounds likes an inherent fault.

overheating can equally be user fault. If its placed in a tight space or with other hot devices it could easily overheat. Which is why most will have minimum clearances.

My amp specifies a minimum clearance for the back, sides and top of the device

bod1467

So I was right that the retailer are currently "blind" to the issues you've been having? If so then getting them on-board may be tricky (if they are so-minded to be) as they have so far been given no opportunity to offer a remedy, and the matter has previously been taken out of their hands.

skap7309

Cycrow wrote: »

overheating can equally be user fault. If its placed in a tight space or with other hot devices it could easily overheat. Which is why most will have minimum clearances.

My amp specifies a minimum clearance for the back, sides and top of the device

As explained, plenty of space around it (in a dedicated rack on its own shelf) and Arcam have acknowledged a known overheating fault is present on this model. The fans dont activate once while it works (ie, not once in 12 months) then as soon as the fault appears they are on every 15 minutes every time it is in use.

neilmcl

OP, as has been stated the manufacturer owes you nothing outside it's warranty terms. Your contract and thus your statutory rights are with the seller. It is them that you need to chase for a remedy but you should rule out getting a full refund because legally you are not entitled to one.