Bosch dishwasher from AO.com

PlumbingTheDepths

Hi,
I had a new Bosch dishwasher delivered by AO.com a couple of days ago.

The door is visibly misaligned and sometimes doesn't close properly (I have used it a couple of times).

I have called AO and told them that I would like a replacement, but they are insisting that Bosch come to inspect to verify the fault, before they will accept a return and replacement.

Bosch can only offer me an "all day" appointment.

Do I have to allow the inspection, or can I insist on returning it, and them inspect it when they receive it back?

Bit annoyed, because I have ordered loads from AO, and this is the first time I have had an issue, so hoped it would be dealt with without any hassle.

Supersonos

PlumbingTheDepths wrote: »

Hi,
I had a new Bosch dishwasher delivered by AO.com a couple of days ago.

The door is visibly misaligned and sometimes doesn't close properly (I have used it a couple of times).

I have called AO and told them that I would like a replacement, but they are insisting that Bosch come to inspect to verify the fault, before they will accept a return and replacement.

Bosch can only offer me an "all day" appointment.

Do I have to allow the inspection, or can I insist on returning it, and them inspect it when they receive it back?

Bit annoyed, because I have ordered loads from AO, and this is the first time I have had an issue, so hoped it would be dealt with without any hassle.

You have the right to reject the goods within 14 days for whatever reason, although you might have to bear the cost of returning the dishwasher is there's a dispute as to whether it's faulty.

Maybe let them inspect it and, if they say it's fine, reject it. If they say it's faulty, insist on a replacement.

PlumbingTheDepths

Supersonos wrote: »

You have the right to reject the goods within 14 days for whatever reason, although you might have to bear the cost of returning the dishwasher is there's a dispute as to whether it's faulty.

Maybe let them inspect it and, if they say it's fine, reject it. If they say it's faulty, insist on a replacement.

Thanks. In this case the fault is fairly obvious, so if they say it's fine, I'll just send them pictures demand a refund, and buy it elsewhere. In fact I might reject it even if they offer a replacement.

Either way, I'll think twice before using them again. I've bought almost 2 grand of appliances from them in the last 5 weeks, and another grand over the last 18 months.

I've always been very impressed by their customer service and delivery, but am very annoyed that I now have to wait in for a whole day, just to prove that the appliance they supplied is faulty. It also makes me wonder what would happen if the fault was not so obvious.

I always judge companies by how well they operate when things go wrong.

shaun_from_Africa

Supersonos wrote: »

You have the right to reject the goods within 14 days for whatever reason...
...
Maybe let them inspect it and, if they say it's fine, reject it. If they say it's faulty, insist on a replacement.

However, if the OP was to use their 14 right of cancellation then AO.com are not required to provide a full refund.
This is because the legislation that covers this allows the retailer to make a deduction if the consumer has gone beyond what may be classed as inspecting the goods (and this is generally deemed to allow the consumer to do the same as they would be able to in a shop).
As they have used the machine "a couple of times", a refund can take this into account if the use has devalued the dishwasher.
Because of this, it would be far better for the OP to stick to the 30 day short term right of rejection for faulty goods as this requires a full refund and for the retailer to cover the return cost.
All of the above is assuming that AO have complied with their legal obligations and have informed the OP of their statutory rights before the contract was formed.

Why not take a couple of photographs of the problem and send these directly to Bosch before the engineer is due to visit.
If you do this, state that as it's obviously faulty you thought it best to advise them of the problem so they might not have to go to the expense of sending someone to your house.
Even if they offer a replacement, you are entitled to refuse this and insist on a full refund.

zoob

Before rejecting the dishwasher check its sitting 100% level, I've being selling dishwashers for over 30 years and 90% of the time when a customer comes back with this complaint there's nothing wrong with the dishwasher it's just not sitting level all round and it's the person who installed it didn't think of checking the obvious.
It's normal for a retailer to want to inspect to see if it's faulty rather than having a non faulty product returned but if an engineer does inspect they might charge you if it's not faulty.

Certainly if it's faulty you are entitled to a refund or replacement but if you waste the retailers and engineers time because there's not a fault just an incompetent installer there entitled to make a charge for wasting there time.

Greta_Sharbo

Also worth bearing in mind that the engineer might have been told what the answer is before they get there (iyswim) and you need to argue the point.

PlumbingTheDepths

zoob wrote: »

Before rejecting the dishwasher check its sitting 100% level, I've being selling dishwashers for over 30 years and 90% of the time when a customer comes back with this complaint there's nothing wrong with the dishwasher it's just not sitting level all round and it's the person who installed it didn't think of checking the obvious.

Thanks. I checked and it is stable on the floor and looks 100% on a spirit level. Also I've realised that the door doesn't always misalign the same way. Sometimes when I close it is aligned, sometimes sloped to the left and sometimes to the right. It also feels like it is catching when closing.

zoob wrote: »

It's normal for a retailer to want to inspect to see if it's faulty rather than having a non faulty product returned but if an engineer does inspect they might charge you if it's not faulty.

I've no problem with them inspecting it. My issue is that they are doing it in a way that inconveniences me so much. I used AO, partly because of the delivery (one hour slot, with them calling ahead, so that you don't need to stay in all day). Now, of course, I'm looking at having to stay in all day.

zoob wrote: »

Certainly if it's faulty you are entitled to a refund or replacement but if you waste the retailers and engineers time because there's not a fault just an incompetent installer there entitled to make a charge for wasting there time.

I've already confirmed with them that there won't be a charge. Also, even if it did turn out to be something simple, they had a chance to speak with me today, before insisting on sending somebody out, and didn't do any fault finding over the phone.

So, they can whistle for any charge they might consider leveling (no pun intended).

theonlywayisup

Supersonos wrote: »

You have the right to reject the goods within 14 days for whatever reason, although you might have to bear the cost of returning the dishwasher is there's a dispute as to whether it's faulty.

Maybe let them inspect it and, if they say it's fine, reject it. If they say it's faulty, insist on a replacement.

The right for rejection for faulty goods is 30 days.

shaun_from_Africa wrote: »

However, if the OP was to use their 14 right of cancellation then AO.com are not required to provide a full refund.
This is because the legislation that covers this allows the retailer to make a deduction if the consumer has gone beyond what may be classed as inspecting the goods (and this is generally deemed to allow the consumer to do the same as they would be able to in a shop).
As they have used the machine "a couple of times", a refund can take this into account if the use has devalued the dishwasher.
Because of this, it would be far better for the OP to stick to the 30 day short term right of rejection for faulty goods as this requires a full refund and for the retailer to cover the return cost.
All of the above is assuming that AO have complied with their legal obligations and have informed the OP of their statutory rights before the contract was formed.

Why not take a couple of photographs of the problem and send these directly to Bosch before the engineer is due to visit.
If you do this, state that as it's obviously faulty you thought it best to advise them of the problem so they might not have to go to the expense of sending someone to your house.
Even if they offer a replacement, you are entitled to refuse this and insist on a full refund.

It would seem the OP is opting to reject the item as faulty so I'm not sure why you are both quoting rights for a change of mind return.

The CRA allows a consumer to cancel (for any reason) and outlines the terms you quote regarding possible deductions in value, this right has a 14 day limit.

However, the item is faulty/unsatisfactory quality. Under the CRA the buyer has an automatic right to reject within 30 days for a full refund.

LilElvis

theonlywayisup wrote: »

The right for rejection for faulty goods is 30 days.



It would seem the OP is opting to reject the item as faulty so I'm not sure why you are both quoting rights for a change of mind return.

The CRA allows a consumer to cancel (for any reason) and outlines the terms you quote regarding possible deductions in value, this right has a 14 day limit.

However, the item is faulty/unsatisfactory quality. Under the CRA the buyer has an automatic right to reject within 30 days for a full refund.

My reading is that supersonos suggested using the 14 day right of cancellation and Shaun was pointing out the pitfalls of choosing this route over the right to reject.

theonlywayisup

LilElvis wrote: »

My reading is that supersonos suggested using the 14 day right of cancellation and Shaun was pointing out the pitfalls of choosing this route over the right to reject.

But as no one has given the OP the correct reason for his return - 30 day right to reject on being unsatisfactory quality - then it's prudent to point it out rather than discussing the whys and wherefores of something that isn't relevant.

neilmcl

theonlywayisup wrote: »

But as no one has given the OP the correct reason for his return - 30 day right to reject on being unsatisfactory quality - then it's prudent to point it out rather than discussing the whys and wherefores of something that isn't relevant.

Shaun was merely correcting the other post that stated the OP had "the right to reject the goods within 14 days for whatever reason.", clearly it was that poster (Supersonos) that was getting confused between the rights for distance sales under the CCRs and the short term right to reject under the CRA, which Shaun went on to clarify, if you had bothered to read that post fully.