Talk to Dyson say John Lewis

NODDERS

Hiya,

Two months ago we bought a Dyson V6 Animal from John Lewis for £299.00.

To be honest cheaper machines were available, even cordless ones (which we preferred), but we went for the 'quality' end of the market, with the additional reassurance we were shopping with a 'quality' retailer (we have always had excellent customer service from them.

Thirty-five days in the machine dies. I speak to John Lewis who quite frankly didn't want to know. 'Talk to Dyson' was the bottom line. We did and the diagnosis was 'motor fault' (damn clever these technical bods!). They sent us a replacement motor which we fitted ourselves. The result was the very same.

This time I adopted a more serious tone with JL who would not budge on their 'talk to the manufacturer' stance.

Now to be fair, Dyson have had the machine picked up so they can 'fix' it. But they still have it - 10 days (they promised a return within 5.

But I am becoming increasingly miffed that we basically have purchased a premium product for a premium price and basically will have to accept a much repaired machine. The machine is still only 60 days 'old.'

But it seems there is nothi9g we can do but sit and wait and accept the situation.

is there anything we can do to obtain a refund or even a replacement or even a credit note.

I am very frustrated with this.

Thank you

cono1717

You seem to have gone down the manufacturing route as opposed to the SoGA route - you have the fact that within the first 6 months the retailer (not Dyson) must prove that the fault lies with you and not them, if they can't then they have to either repair, refund or replace the product.

However you went to Dyson who have their own manufacturing warranty, if you get it back from Dyson again and it goes wrong it would be time to go back to JL.

How did you pay?

NODDERS

Thank you

BUT I went to JL and they INSISTED I go to Dyson. And to be fair both were ok with repairing.....but both turned down my request for a refund.

I paid with my debit card.

bris

Whilst it is down to JL to offer the remedy they would just take it from you and send it to Dyson taking twice as long.


You have no rights to a refund at this stage and they do have the right to repair the item.

agrinnall

NODDERS wrote: »

Thank you

BUT I went to JL and they INSISTED I go to Dyson. And to be fair both were ok with repairing.....but both turned down my request for a refund.

I paid with my debit card.

They can't insist that you go to Dyson, you could have taken it to them. But they probably would have just sent it back to Dyson anyway, so going direct you've cut out the middle man. If you now want a solution that isn't a repair then you need to return to JL, although they may still choose to go the repair route.

wealdroam

NODDERS, it really is time for you to start reading.

Here is a short extract from MSE's Consumer Rights guide to whet your appetite:

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.

m0bov

Take the unit back to the shop and kick off if they dont replace it.

macman

How often have you washed the filter? JL can repair, refund or replace at their discretion. Dyson can repair or replace similarly, but if the motor fails within 2 years, they'll replace the motor, not the whole unit, which would be pointless.

NODDERS

Hi, How many times have I washed the filter, once.....how much use f the machine in total....less than 100 minutes.

I am not sure it should be 'at their discretion' though, as clearly the item cannot have been fit for purpose, of merchantable quality or even 'as described' at the time of its purchase.

i will report back!

Thank you all:)

agrinnall

NODDERS wrote: »

I am not sure it should be 'at their discretion' though, as clearly the item cannot have been fit for purpose, of merchantable quality or even 'as described' at the time of its purchase.

Well did you put those points to JL when you spoke to them? If you did, what was their response?; if you didn't then you can't expect them to come up with reasons to give you your money back.

peteuk

I would approach this in two ways...

Firstly approach Dyson for an update on the repair and complain that you were told 5 days (I guess this was an estimate, hence the request for the update)

Secondly I would go back to JL, ask for a manager and discuss the way you have been treated. As already stated your contract is with JL not Dyson, so therefore up to them to solve the problem.

Because you've already used Dyson for two repairs then I doubt you would then be able to go back to JL. Personally I wouldn't have accepted the first repair, fit the engine yourself. Nope too risky of damage to other parts.