Victorian Plumbing complaint

Cliecost

Hi,

In september last year I purchased this from Victorian Plumbing.

In the last couple months it's developed a fault whereby it suddenly goes hot and cold with no outside influence and the nob to change the temperature is really difficult to turn from hot to cold.

Naturally I contacted their customer service to explain the fault and request they replace the bar as it's something in there that's causing the fault with the temperature and the stiff nob.

They took a few days to get back to me (there is some behind the scenes complaint team who decide everything and the customer service reps are just the mouthpiece. So there is A LOT of back and forth) they said they wouldn't replace anything but instead they sent me a part that is to replace the thermometer inside the shower!

I think that is unreasonable because it means taking apart the shower to replace thing things which controls the temp with springs ect...

I told them this and they pointed at the consumer rights act saying after 6 months it's not really their problem.

If I purchased a washing machine and within a year a part went I wouldn't be expected to fix it myself so why am I with this?

They claim they can't fix it because they don't have plumbers employed (stupid reasoning that annoyed me more) and they also don't want to just send the replacement bar.

Am I wrong to expect a replacement for a fault within a year of buying it?

cattie

I think it's up to the retailer whether they offer a repair or replace the item completely, so are within their rights offering the part needed to repair. However, I'm unsure whether they should be responsible themselves to fit the spare part, so hopefully somebody else will be able to give you info on that.

Ridiculous to tell you they don't employ plumbers, then expecting you to have plumbing experience.

sheramber

Are they only a sales operation and hence do not employ plumbers?

They are offering you a replacement for a faulty product. It is only the thermostat that is faulty, not the bar.

KeithP

Section 23 of The Consumer Rights Act states:

23 Right to repair or replacement

(2) If the consumer requires the trader to repair or replace the goods, the trader must—
(a) do so within a reasonable time and without significant inconvenience to the consumer, and
(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

To summarise, if they are going to provide the replacement part, then they also need to cover the cost of fitting it.

I would suggest you tell them to find and pay a suitable person to do just that.

Cliecost

Sorry about the slow reply.

I complained via Resolver and after a bit of back and forth the eventually sent me a whole replacement.

Thanks for the help