Indesit/Hotpoint

BoroPhil

Basic timeline:

July 16 - New Tumble Dryer purchased after recall scheme
October 16 - Breaks down
December 16 - finally fixed after 3 engineer visits, many phone calls and parts ordering. Engineer says "I would have just demanded a new one"

September 17 - breaks down again, seems to be the same problem.

I call them up - they say it's out of warranty (by 2 months - but as you can see we have barely had 12 months usage) so we have to pay for the callout - but will get a refund if it's the same issue.

I really object to paying up front? Ok, I might get it back - but surely this just isn't a very good tumble dryer and they should sort it.

unholyangel

Is there a question you're asking/something you'd like help or advice on? Or were you just venting?

BoroPhil

fair question.

should I bother complaining and trying to get them to waive the fee (do I have any grounds or is it just bad timing?) Or should I just stump up and hope it is the same problem and wait for my refund.

and I guess, whether anyone else has had anything similar? From my brief research they don't seem the best company to deal with.

unholyangel

BoroPhil wrote: »

fair question.

should I bother complaining and trying to get them to waive the fee (do I have any grounds or is it just bad timing?) Or should I just stump up and hope it is the same problem and wait for my refund.

and I guess, whether anyone else has had anything similar? From my brief research they don't seem the best company to deal with.

Theres no entitlement to get them to waive the fee, no. Within the first 6 months after purchase any faults are assumed to be inherent. However after 6 months no such assumption is made and the retailer can require you to prove it is inherent (usually done via independent report - the retailer would be liable to reimburse you the cost of this if found in your favour though).

Be aware though that any refund could be reduced to take into account use you had of the machine (although if you paid a fee & part exchanged an old machine, the value of the old machine should be taken into consideration for a refund also).


That being said, theres nothing to stop you asking them to waive the fee. You don't ask, you definitely won't get.

BoroPhil

As an update to this, and following a few emails I quoted the Consumer Goods Act at them and that did the trick, we now have a free engineer coming out next week. Certainly wasn't easy though and I very nearly paid at one point.

societys_child

Consumer Goods Act? Which bit did you quote?

Le_Kirk

societys_child wrote: »

Consumer Goods Act? Which bit did you quote?

I think a mix up in thinking has occurred, OP meant the Sale of Rights Act!

Fluffybunny80

Sale of rights act??

societys_child

Fluffybunny80 wrote: »

Sale of rights act??

Yup, that's the one.
Not to be confused with the Consumer Rights of Goods Regulations . . :whistle:

theonlywayisup

To avoid confusion and for those that don't realise, it is called:

The Good Consumers Contract of Sale Regulation Act and is available on DVD, VHS and kindle.

shaun_from_Africa

theonlywayisup wrote: »

The Good Consumers Contract of Sale Regulation Act and is available on DVD, VHS and kindle.

Are you sure that it's available on VHS?