Currys/Belling! - passing the buck, AGAIN!

Frankiesphone

I purchased a Dishwasher in September 2014 from Currys, the make was a Belling, which has been the bane of my life!. Within the first 3 months of it being installed the top runner tracks have completely fell off and the door wouldn't shut properly. Phone call into Belling Customer Service who say I am not a priority and therefore have a 7 week wait to get an Engineer out. Sorted the problem out ourselves and paid for it to be done privately with us bearing the full cost!. 2 months on and now the programmes are completely up the swanny and taking 3 hours on a 1/2 hour programme, water is stone cold and water is not emptying from the machine, hence dishes come out dirtier than when they went in!. Phone call to Customer Services again, have a 5 week delay in getting an Engineer out.

Question 1 - can I remove dishwasher, take back to Currys, (as this is where I purchased it from) dump on their doorstep and demand a new one?

or

Question 2 - do I have to wait a ridiculous amount of time for an engineer to come and sort the problem out, on a machine that is not fit for purpose!

Any advice greatly appreciated - TIA

reehsetin

Have you approached Currys directly about the fault? it's their responsibility to sort it - are they just pointing you the manufacturer?

Your rights are with Currys so any it should be them you are pushing to resolve the issue within a reasonable amount of time

Frankiesphone

reehsetin wrote: »

Have you approached Currys directly about the fault? it's their responsibility to sort it - are they just pointing you the manufacturer?

Your rights are with Currys so any it should be them you are pushing to resolve the issue within a reasonable amount of time

Thank you for your reply. Yes I have approached Currys directly, I went into the Store but the Manager fobbed me off and told me to call Belling directly and it was a Manufacturers error/fault and not theirs.

JJ_Egan

(Question 1 - can I remove dishwasher, take back to Currys, (as this is where I purchased it from) dump on their doorstep and demand a new one? )

You can but they are not obliged to give you a new one or a refund

)Question 2 - do I have to wait a ridiculous amount of time for an engineer to come and sort the problem out, on a machine that is not fit for purpose! .)

Under SOGA the vendor is responsible not the manufacturer .
After six months its up to you via an independent engineers report to show proof of manufacturing defect not fit for purpose etc .

Fly in the ointment could be that the product has been repaired by you .


I would be asking Trading Standards advice.

unholyangel

JJ_Egan wrote: »

(Question 1 - can I remove dishwasher, take back to Currys, (as this is where I purchased it from) dump on their doorstep and demand a new one? )

You can but they are not obliged to give you a new one or a refund

)Question 2 - do I have to wait a ridiculous amount of time for an engineer to come and sort the problem out, on a machine that is not fit for purpose! .)

Under SOGA the vendor is responsible not the manufacturer .
After six months its up to you via an independent engineers report to show proof of manufacturing defect not fit for purpose etc .

Fly in the ointment could be that the product has been repaired by you .


I would be asking Trading Standards advice.

Unless the repairers caused damage when they repaired it....its not really a fly at all.

And btw, OP purchased september 2014....so still within the initial 6 months and therefore for the retailer to prove its not inherently faulty.

OP could technically chase currys for the cost of the first repair if they wanted to.

Ectophile

I would add to the above that if you paid by credit card, then there's always Section 75 of the Consumer Credit Act. If nobody else wants to know, phone up the credit card company and demand a repair or refund from them.

George_Michael

Ectophile wrote: »

I would add to the above that if you paid by credit card, then there's always Section 75 of the Consumer Credit Act. If nobody else wants to know, phone up the credit card company and demand a repair or refund from them.

I wouldn't do this.
I might phone up and ask them to send me the paperwork to enable a S75 claim to be started, but by "demanding" that they repair or refund might simply get their backs up.

By being polite and reasonable, they may be more amenable to helping out but demanding something that you might or might not be entitled to may well have the opposite effect.

Frankiesphone

Just wanted to say very big thanks for all your advice.

I went into the Store yesterday and pleaded my case (again) to the customer service team. This involved getting the Manager making various calls to Belling who was greeted with the same contempt!. A mammoth 3 hours later (I refused to move from the shop without some resolve!) and things were eventually sorted. A new dishwasher has been agreed, together with free delivery, free installation and a free 3 year extended contract :T.

Can't thank the Manager at my local Currys enough, but shame on Belling for their shocking and downright rude and appalling customer service (which is non-existent!).

Ectophile

George_Michael wrote: »

I wouldn't do this.
I might phone up and ask them to send me the paperwork to enable a S75 claim to be started, but by "demanding" that they repair or refund might simply get their backs up.

By being polite and reasonable, they may be more amenable to helping out but demanding something that you might or might not be entitled to may well have the opposite effect.

Fair enough, I could have worded that better.