Electric Mobility Scooter Faulty from New

ConsumerWarrior

Advice please, A short while ago we bought a brand new electric mobility scooter from a well known UK supplier via their web site.
The first scooter arrived via courier, we unboxed, assembled and charged the battery i.a.w their instructions but the scooter would not move, yes the gearbox was in drive and all lights were showing on panel, speed control set halfway and fwd paddle set.
We contacted the supplier who agreed to send out a replacement and collect the original. That done we discovered exact same fault on the replacement. We went through instructions carefully to make certain nothing had been missed (twice), we found that by giving it a push while holding the fwd paddle it would start running. No good for an elderly person and in any case thats not acceptable. We suspect an electronic controller problem but may be wrong.
The test run amounted to a few yards indoors. We decided to ask the supplier to allow a return in accordance with Consumer Contracts Regulations as we were not happy but they refused saying that their policy states that if it has been used they will not accept a standard return. Instead they insist we return it and have their engineer inspect, they would charge us for parts, labour, materials and any losses to the company.
We feel that the short indoor test run which required a physical push does not amount to the unit being classified as a used item and that we feel its not fit for purpose.
We have started the return process now but would like any tips in case we get further problems and will update as things progress. Thanks.

JJ_Egan

How long us short while ??

Looks like you should contact Trading Standards .

ConsumerWarrior

JJ_Egan wrote: »

How long us short while ??

Looks like you should contact Trading Standards .

The second one was delivered 8 days ago

unholyangel

Are they saying you're doing something wrong and its not faulty?

Or have you not tried the faulty angle yet?

ConsumerWarrior

unholyangel wrote: »

Are they saying you're doing something wrong and its not faulty?

Or have you not tried the faulty angle yet?

They just tell us to follow the instructions, probably not going further than that because we didnt buy their "engineers delivery option" for an extra £80. Though how the engineer would test it with an uncharged battery beats us.

They are telling us its now a used item and so cant be returned without quibble wheras we say its just tested, (how else does one prove the item works?).

Actually Im very surprised about this company, didnt think we would have this sort of conflict with such a well known one.

unholyangel

ConsumerWarrior wrote: »

They just tell us to follow the instructions, probably not going further than that because we didnt buy their "engineers delivery option" for an extra £80. Though how the engineer would test it with an uncharged battery beats us.

They are telling us its now a used item and so cant be returned without quibble wheras we say its just tested, (how else does one prove the item works?).

Actually Im very surprised about this company, didnt think we would have this sort of conflict with such a well known one.

If you're confident you done everything correctly, remind the retailer (assuming they're in the UK of course) that under the sale of goods act, goods that do not conform to contract within the first 6 months are assumed to be inherently faulty and it is for them to prove otherwise (its not for you to prove they are faulty!).

If you think you might have done something wrong then it might be worth (if there is a local shop that sells/repairs) explaining the situation to them and asking if they'd be willing to look at it just to confirm whether its set up correctly or not. Whether they'll be willing to do this for free will depend but it certainly doesnt hurt to ask.

How did you pay for the goods?

ConsumerWarrior

unholyangel wrote: »

How did you pay for the goods?

Credit Card, we may ask the card issuer to take up the case if required.

hollydays

Have you googled reviews of the product and company

ConsumerWarrior

hollydays wrote: »

Have you googled reviews of the product and company

Yes, mostly very good.
To give credit to the company they do now seem to be reacting positively , just seems to be a very slow process.
Its not nice to be told you've invalidated the returns process just because youve tested an item for a couple of minutes.

I'll update once we get the report back.

Thanks for your input.

ConsumerWarrior

While waiting for engineer have discovered poor cable crimps to battery , these have now been reworked and scooter performs as it should. The poor crimping gave a high electrical resistance.
Have instructed supplier to cancel engineers visit.
Will probably leave comment on their forum to alert others to this quality control problem as Im certain the same fault existed on the first scooter delivered.

mikb

ConsumerWarrior wrote: »

While waiting for engineer have discovered poor cable crimps to battery , these have now been reworked and scooter performs as it should. The poor crimping gave a high electrical resistance.
Have instructed supplier to cancel engineers visit.
Will probably leave comment on their forum to alert others to this quality control problem as Im certain the same fault existed on the first scooter delivered.

While I understand your need to "get it working", you have removed/tampered with any evidence of their duff workmanship.

You may wish to insist that an engineer (theirs, or independent) checks over the rest of the scooter to make sure there's no other half finished jobs.

Also, for a mobility scooter, reliability is VERY important. Poor battery crimps leading to a total loss of power is pretty shoddy and dangerous.

Bearing in mind the current drawn by these scooters from the 12/24v battery, it's also a possible fire hazard to have bad connections there.

Make sure you're really sure it's safe before letting it loose on the world