VAX carpet cleaner warranty

lukepev

Hi

I bought a brand new VAX carpet cleaner from an eBay store that specializes in selling VAX equipment and other carpet cleaners.

The item was brand new in the box and in original packaging and had the details inside to register for the 6 year warranty.

After using it twice the detergent hose split so I called VAX customer services and they took my details and confirmed I was in warranty.

Then they asked where I bought it from and I said an eBay store.
The agent then said sorry but we only offer the warranty on machines bought from approved sellers.

There is no mention of this on their website or in the T+C for the 6 year warranty.

Do I have a leg to stand on? Legally can they refuse to honor the warranty?

Thanks
Luke

unholyangel

Was it advertised as coming with a 6 year warranty? When did you purchase it? Have you contacted the seller to make them aware the hose has split?

neilmcl

lukepev wrote: »

Do I have a leg to stand on? Legally can they refuse to honor the warranty?

If you fail to meet the T&Cs of said warranty, ie, purchase from an authorised seller, then yes they can withhold the warranty.

You need to take this up with the seller, that's who you have a contract with.

lukepev

Yes it came with the 6 year warranty which is direct with VAX not the seller. The Guarantee terms state nothing about who you bought it from.

Can't post links as I'm a new poster but googling "vax 6 year guarantee terms" brings up a page stating

What is not covered by the guarantee

• Normal wear and tear, for example: belts, filters, brush bars, fuses etc.
• Blockages - information on how to remove blockages is contained in the supplied user guide and on the Vax website. Advice is also available from our Customer Careline.
• Any faults caused by misuse, neglect, accidental damage and/or careless operation and handling of the machine which is not in accordance with the Vax user guide supplied with the unit.
• Use of parts, accessories and consumables, which are not genuine Vax components.
• Faulty installation (unless carried out by Vax).
• Repairs or alterations not carried out by Vax or its authorised agents.
• Use of the machine for anything other than normal domestic household purposes.

The repair/replacement of Vax machines is only available to residents living within the United Kingdom.

wealdroam

lukepev wrote: »

Then they asked where I bought it from and I said an eBay store.
The agent then said sorry but we only offer the warranty on machines bought from approved sellers.

You haven't said which ebay store you bought from.
Did you tell Vax which ebay store you bought from?
Are they branding all ebays stores as unapproved sellers?

Here's one ebay store selling a Vax Carpet Cleaner:
http://www.ebay.co.uk/itm/Vax-Dual-Power-Pro-Advance-Upright-Carpet-Cleaner-/331769909991

Are Argos an unapproved seller?

neilmcl

The fact remains that your contract is with the seller, not VAX, and if they state the warranty is only valid if purchased via an authorised retailer than there's nothing you can do other than to go after the seller.

shaun_from_Africa

I would suggest that you contact VAX again and ask the following question.

Their website:
http://www.vax.co.uk/registration/
states that in order to qualify for their warranty, you have to register the appliance and during this registration process you are asked for details of the unit and where it was purchased.
When giving the details of place of purchase, you pick from a drop down list and one of the options given is ebay.
If ebay purchases are not covered, why do they show it on the registration page?

If you've not already done so, it might be worth going through the registration process and give ebay as the place of purchase and see if your registration is successful.

lukepev

I already succesfully registered for the guarantee and stated ebay and it was accepted, no where does it say about only allowing specific ebay sellers so I think they are trying to pull a fast one!

I understand the person saying your contract is with the seller however in this case Vax offers the gurantee direct through them and you contact VAX not the seller to make a claim

The seller was an indivdual on ebay not an ebay store for a retailer

bris

lukepev wrote: »

The seller was an indivdual on ebay not an ebay store for a retailer

Then have you checked warranties are transferable, most warranties are for the original purchaser only.

lukepev

I haven't checked that but the T+C do not mention anything about it.
The seller looks like they buy clearance stock in bulk and sell on for a profit. Item was brand new in the box and sealed, warranty had not been registered.

macman

That does not alter the fact that your contract under the Sales of Goods Act and the Consumer Rights Act is with the retailer, not the manufacturer. I don't understand why, if the seller is presumably still holding stock, you are unwilling to ask them for a replacement hose?