Warranty not valid who is responsible?

dette1510 · 11 March 2016 at 3:14PM

I purchased a vacuum from studio 24 16 months ago. The vacuum developed a fault last week. I contacted studio who say they cannot do anything as its past 12 months. They told me to contact the manufacturers who have a 2 year warranty on this product. I contacted them this morning but there is no model or serial number on it so vax say its not valid. There has never been a model/serial number on it. So i called studio 24 again and they said all they can do is put a complaint in which can take 8 weeks to respond too. Any idea what i can do next?

JJ_Egan · 11 March 2016 at 3:28PM

SALE OF GOODS ACT .
https://forums.moneysavingexpert.com/discussion/3073916

Its the vendor not the manufacturer who is responsible .
However as its gone 6 months you will need to prof via an independent engineers report that the item is not fit for purpose could reasonably have lasted longer or had an inherent fault.

dette1510 · 11 March 2016 at 3:50PM

Thank you for your reply. There is no dispute as to whether the vacuum is faulty vax said they would replace it but cant as it has no serial number. The vendor just keep pushing the 'past 12 months so we cant do anything'. Whos fault is it that there is no serial number? This is the reason it has no valid warranty with vax. Is it down to the vendor to prove it was provided?

unholyangel · 11 March 2016 at 3:57PM

dette1510 wrote: »

Thank you for your reply. There is no dispute as to whether the vacuum is faulty vax said they would replace it but cant as it has no serial number. The vendor just keep pushing the 'past 12 months so we cant do anything'. Whos fault is it that there is no serial number? This is the reason it has no valid warranty with vax. Is it down to the vendor to prove it was provided?

It being faulty doesn't mean much - its why its faulty. It needs to be inherently faulty rather than the cause of normal wear & tear or misuse. This is why you need the report - not to say its faulty but to say its inherently faulty.

As for the serial number, I take it you've checked with vax where it should be, its supposed to be on a sticker and theres no sticker? Perhaps ask the retailer if they would have included this on the invoice or if they keep records during sales or ask vax if it would be located anywhere else.

If its just a sticker though, how sure are you they didn't include it? I usually remove any potentially helpful stickers like this (or ones with phone numbers to contact) and stick them directly onto the booklet/card/documentation for the product/warranty - means they won't fall off and end up in the bin accidentally!

unholyangel · 11 March 2016 at 4:07PM

johnsmiththemainman wrote: »

this is a big problem where i am

Why do I get the feeling you're trying to get your post count up to advertise?

JJ_Egan · 11 March 2016 at 4:46PM

Two areas for no serial .
It was on a sticker and got dislodged before you purchased . Or you dislodged it .
As said a lot are on the invoice . Be worth checking any documentation as well .

wealdroam · 11 March 2016 at 6:40PM

OP, here is 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.

Lots of other good stuff in there too.

dette1510 · 12 March 2016 at 6:19PM

Quite sure the sticker wasnt there, i have never seen it. I did check with vax as to where it should be. I will check the invoice and hopefully will be there. Thank you i will take a look through that info.

Ectophile · 13 March 2016 at 8:24PM

Do you still have the box it came in? Manufacturers often duplicate all the model and serial number information on stickers stuck on the outside of the box.