Do you think this is new?

chancesare_2

My new steam cleaner arrived yesterday from an online electrical shop in the UK.

I've just gone to use it and whilst all the bits and pieces are in the original packing, the cylinder itself looks like it's been used.

It has water inside but, more worryingly it is calcified. To me, this isn't factory testing but usage. It's hard but removable and quite gritty.

I've emailed the supplying company with photographs asking what they think and they referred me to the instruction manual, which does say there may be water inside from factory testing. But they've ignored the photos and comments about the calcification.

I've asked them again to confirm it's a new machine and am still awaiting a reply.

Do you think it's new? My old machine doesn't have any of this and it's been in weekly use for 8 years. Same model just an older version, but looks identical.

I paid by credit card, it was over £100 and I've had it less than 24 hours.

Whilst waiting for the company to reply, am hoping you can either put my fears to bed by telling me you think it's just factory testing that's caused that or that it isn't and my options are xzy.

Many thanks.

chancesare_2

Do the company have to pay for the return, it's a very heavy item and will be costly.

Why worry? Because it was over £200 and I expected a new item when that's what I bought. I don't feel it is new. I wonder if anyone else would feel the same if they unscrewed the cap and it looked like that. My 8 year old machine doesn't look like that.

chancesare_2

I will be sending it back, I wanted to know who pays.

Hopefully someone will be able to assist.

shaun_from_Africa

I would suggest sending an e-mail to the customer services department of the manufacturing company asking them if it's normal for their products to be sent out from their factories looking like that.

Depending on their response (if there is one), may help you decide your next step with the seller.

As steam cleaners are items that do suffer from calcium and limescale build up, I personally think that the photographs show a unit that has been used for far more than simple factory testing.

naedanger

chancesare wrote: »

Do the company have to pay for the return, it's a very heavy item and will be costly.

Yes, if it is not new but no if it is new and there is nothing wrong with it.

Hopefully someone with some knowledge may be able to say whether the item is in new condition or not. (I can understand why you think the item looks used, as I would have similar concerns based on your photos.)

As you paid by credit card you could ask your credit card company to resolve the matter e.g. by giving an explanation for the appearance of significant wear or by offering a full refund, including return postage. See the following article for details:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

paddyrg

I'm with you, does not look 'new', if listing claimed it was, it was misleading

shaun_from_Africa

chancesare wrote: »

Why worry? Because it was over £200

If you do send it back and get another one, assuming that it's this :
https://www.amazon.co.uk/Polti-Vaporetto-Evolution-Steam-Cleaner/dp/B00782D2MG?ie=UTF8&ref_=cm_cr_arp_d_product_top
you could buy the replacement far cheaper that "over £200"

AnnieO1234

shaun_from_Africa wrote: »

If you do send it back and get another one, assuming that it's this :
https://www.amazon.co.uk/Polti-Vaporetto-Evolution-Steam-Cleaner/dp/B00782D2MG?ie=UTF8&ref_=cm_cr_arp_d_product_top
you could buy the replacement far cheaper that "over £200"

The newer model on your link is £199. https://www.amazon.co.uk/gp/aw/d/B01969AVKY/ref=dp_ob_neva_mobile

Xxx

shaun_from_Africa

AnnieO1234 wrote: »

The newer model on your link is £199. https://www.amazon.co.uk/gp/aw/d/B01969AVKY/ref=dp_ob_neva_mobile

Xxx

But the newer version (the one for £199) is a totally different colour to the one shown in the OP's photographs and it appears to only be available in this one colour.

neilmcl

chancesare wrote: »

I will be sending it back, I wanted to know who pays.

Hopefully someone will be able to assist.

Well as it's an online purchase, and providing you're within 14 days of receiving you can send it back for a full refund under the CCRs, who pays will depend on what it says in the retailer's T&Cs you received. If they haven't mentioned anything about who pays then they will have to but I suspect it'll say the returns will be at your expense.

If, however, you are returning it because it's not new, therefore not as described then the retailer should cover the expense of the return.

As posted, it's worth contacting the manufacturer to see what they say about it.

shaun_from_Africa

It's unlikely but possible that the OP ordered one of the newer models of the cleaner concerned but has actually received an old, used model.

Someone may have had one of the old ones, ordered a replacement and when it arrived, simply switched their old cylinder for the new one and returned the whole lot back to the retailer as no longer required and unless the retailer unpacked and fully inspected the contents of the box, they may not have noticed.
This could explain why there is so much limescale build up in the unit that they have.

I've heard of this happening at places like Argos so there is always the possibility that it happens to other retailers as well.