Brighthouse dryer recall help

Little_lindy

Hi,
I hope I'm posting this in the correct area as I'm new. My problem is I have a dryer from Brighthouse which is affected by the fire safety warning. I registered the dryer with hotpoint last November and they have only emailed me a couple of weeks ago to say that they might be able to see me around May but that isn't guaranteed. So I contacted Brighthouse as I bought the dryer from them, and they offered me a Loan dryer. The problem started when my loan dryer came today and I noticed that it too was hotpoint! I mentioned this to the delivery men who told me that they were told this was not one of the ones affected and they went on their way. Inspecting the dryer closer, I noticed that the model sticker had been removed from the inner door preventing me from checking the safety of it, however it has been replaced with a Brighthouse sticker! I Pulled the dryer forward and found a small sticker hidden round the back. I entered the details online and lo and behold this dryer was also one of the ones affected by the recall. I contacted my local store and they told me they had no other dryers. I ended the call and called tradeimg standards via citizens advice. They told me that because I purchased the dryer via higher purchase and the product was at fault when I purchased it I would be entitled to send the dryer back and get a refund. However I contacted brighthouse and they said that they were not liable. After Much complaining I was given a number for customer services and was told by them that my issue was with hotpoint. I explained that I had been in touch with citizens advice and trading standards and that my issue was with them, so the lady on the phone put it through as a compliment and told me There was nothing else they could do. Could someone please help me with regards to my rights? All Brighthouse want me to do is send the dryer back and loose out on what I have paid. This is so frustrating. Thank you in advance 😀

marliepanda

Well you won't get a refund of what you've paid, that's for certain. Many of thes are safe to use just not when no one is around.

Have a read of the current huge thread regarding the dryer recall

https://forums.moneysavingexpert.com/discussion/5366014

Little_lindy

Thanks for replying!
I have looked at the thread but I was told that since it's a higher purchase agreement, and the fault was there when I bought the dryer, that I would be entitled to a refund. I'm
Currently paying for a dryer that I'm not using and they can't provide me with another loan as they don't have any spares due to so many getting loan dryers. Many years ago I worked for HFC finance who provided higher purchase finance for the likes of Currys. Back then the sales of goods act ment the financial provider was liable. Now it's changed to consumer rights act, which is why I had to contact citizens advice as I wasn't sure of the new rules. Not that it makes much difference as Brighthouse and their finance provider are one and the same. Brighthouse are responsible for not proving me with a fit for purpose dryer that should have been free of fault but the problem I'm having is that they keep telling me it all Hotpoints responsibility and fobbing me off! I clearly don't owe Hotpoint money for the dryer lol and I'm still having to pay so I don't lose out on everything Iv paid.

Little_lindy

I'm not sure? It wasn't me lol 😀

wealdroam

Little_lindy wrote: »

...they keep telling me it all Hotpoints responsibility and fobbing me off!

Here's 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.

The rest of that article is worth reading too.

Little_lindy

Called customer service back today as its been over the two days they said it would take to get back to me. Once again I spoke to somebody who read a piece of text that Hotpoint had given them. Bright house are refusing to help. They have no loan dryers to give me except for the faulty one that they already delivered, and so I am still paying for something that I cannot use. Trading standards called again today and they said they are going to pass it onto to the Brighthouse section of the team but I doubt anything will happen. Anybody else got a recall dryer from brighthouse?

Little_lindy

However I would like to add the bright house offered for me to send the dryer back and my payments would stop. However I would then lose out on money I have paid this far.

AJXX

Little_lindy wrote: »

However I would like to add the bright house offered for me to send the dryer back and my payments would stop. However I would then lose out on money I have paid this far.

You haven't really lost any money as presumably you've had use of the dryer up until now... Therefore the offer or returning it and cancelling your agreement with them seems fair. After all you can't expect to return it and them give you a full refund as that's basically giving you free use of a dryer for x amount of time.

Supply of Goods Implied Terms Act maybe an interesting place to start if you feel inclined to take this further.

Zandoni

I'd have a chat with the hire purchase company. It's worth noting that the tumble drier belongs to them until you have paid for it.

Little_lindy

I would agree that I have lost some money for having used it but not as much as I have paid. Why should I be out of pocket when I purchased something that had an inherent fault at point of sale?

Little_lindy

Zandoni wrote: »

I'd have a chat with the hire purchase company. It's worth noting that the tumble drier belongs to them until you have paid for it.

That's the problem the finance is through a Brighthouse company. There one and the same