Consumer rights with an "installed product"

ProDave

I wish to keep the make of the unit and the name of the supplier private at this time.

The letter that I have sent by recorded delivery, under the advice of trading standards states that it is "not satisfactory quality"

shaun_from_Africa

ProDave wrote: »

The fault is an internal fault. I have sent them a printout of the fault log showing what is wrong, I would have thought that was sufficient "report" to show it has an internal problem and what the internal problem is.

ProDave wrote: »

The letter that I have sent by recorded delivery, under the advice of trading standards states that it is "not satisfactory quality"

An internal fault doesn't prove a manufacturing defect or that the pump is not of satisfactory quality.
It might have been dropped or otherwise damaged before or during installation, it might have been incorrectly installed, it might have been subjected to conditions that were not suitable for it etc.
This is why the onus is on you to prove that there was an inherent fault at the time of purchase.
Without this proof, the seller doesn't have to do anything.

ProDave wrote: »

I am unclear whether I am claiming on statutory rights or the warranty

This is something that you have to decide on as depending on which one you use, there will be different rights and obligations on both you and the seller/manufacturer.

ProDave

shaun_from_Africa wrote: »

This is something that you have to decide on as depending on which one you use, there will be different rights and obligations on both you and the seller/manufacturer.

Okay I will turn it around.

Which is the easiest or most likely succeed item to claim on, the warranty or consumer rights?

If I claim on one and fail, can I then try claiming on the other?

forgotmyname

Easiest = send it back for them to repair it?

Easiest = Pay someone qualified and impartial to inspect it and show proof the fault was there when it was manufactured?

Are you 100% sure its not a low water pressure fault?

Are you a consumer though? If you go that route and fail, then decide to send it back for repair what do you expect their service to be like?

You send it back they leave it in the corner for a few weeks, then fix the fault (if it does have one) tell you its not faulty and bill you for testing it and tell you to get it collected at your own costs?

ProDave

So the WARRANTY might be the easiest route? I don't have to prove if it was made correctly or not, just that within the 7 year warranty it has stopped working.

bris

... mis-read the thread...

ProDave

Just to say I have now had a sensible reply from the supplier and I have now been offered 2 different ways to resolve my problem and I am awaiting full details before I decide which option to choose.

[Deleted User]

ProDave wrote: »

Just to say I have now had a sensible reply from the supplier and I have now been offered 2 different ways to resolve my problem

Care to share those options with the forum?

ProDave

They have pointed out the unit has been discontinued, so they are nervous about supporting it through the 7 year warranty. So while they will now send someone to fix it, if that is what I choose, they are also offering to replace it with a similar, but different make unit that is still current. That is the option I will probably choose, but I am waiting to see the details.