Company refusing to honour 5 year warranty on 1 year old purchase

temp89

£400 item I bought a year ago from a company via Amazon. Broke after 10 months and the manufacturer sent an engineer to repair it free of charge. Broke with same problem after 2 months and had to send it back to the manufacturer for repair. They admitted in writing that it was caused by something their engineer did the first time he repaired it but are flat-out refusing to cover the cost of repairs.

They no longer respond to emails from either me or Amazon.

Amazon said because the purchase is 30+ days they can't do anything and recommended I initiate a chargeback.

My bank said because the purchase is 120+ days they can't initiate a chargeback and recommended I contact the manufacturer.

What can I do?

Fosterdog

Was it actually bought from Amazon or from a 3rd party marketplace seller?

If from Amazon then it doesn't matter that it is over 30 days they have to deal with it. If from a marketplace seller then they are the ones who need to deal with it.

DCFC79

Fosterdog wrote: »

Was it actually bought from Amazon or from a 3rd party marketplace seller?

If from Amazon then it doesn't matter that it is over 30 days they have to deal with it. If from a marketplace seller then they are the ones who need to deal with it.

Sounds like a Marketplace seller.


Is it about the treadmill you posted about in June OP ?


https://forums.moneysavingexpert.com/discussion/5850217/a-company-is-accusing-me-of-sabotaging-a-treadmill

temp89

Yep.

amazon[.co.uk]/JLL-S300-Treadmill-Generation-Professional/dp/B00FOSGRH8/ref=sr_1_1?ie=UTF8&qid=1531085673&sr=8-1&keywords=jll+s300

mattyprice4004

Okay, so fill us in on what’s happened since your last post in the other thread please.

Why the vague post? You’d have been better including all relevant info from the other thread too.

rhinestonemaiden

If you paid by credit card, under Section 75 of the Consumer Credit Act you have the right to pursue this for six years from the date you bought the offending item. Start by going to the credit card provider with your claim, you get a form to complete, give as much detail as you can. The credit card provider will then refund the £400 pending their investigation with the retailer. Usually nothing more is ever heard, as the retailer has to pay several hundred pounds for the fee for the investigation and won't want to. The retailer then pays the credit company the £400 and that is the end of it. That is how it usually goes anyway, done it lots of times. If you didn't pay by credit card, then you can still go to the Small Claims Court and get your money back that way.

temp89

mattyprice4004 wrote: »

Okay, so fill us in on what’s happened since your last post in the other thread please.

Why the vague post? You’d have been better including all relevant info from the other thread too.

I didn't think it would add anything.

After their refusal to do anything and their growingly hostile emails, I got in touch with Amazon and they did their "We'll contact them, wait 2 days for a reply, and if not satisfied open an A-Z claim".

2 days passed and they didn't respond, but I couldn't open a claim because it was 30+ days after purchase. Amazon recommended I initiate a chargeback with my bank. I do, 3 weeks pass and they say they can't do anything because the purchase was 120+ days ago. It was bought on a debit card.

Fosterdog

Is the manufacturer also the supplier? If not what has the supplier said about it? If they are the supplier then you need to issue a letter before action giving them say 14 days to repair/replace/refund (whichever you choose as they have had one attempt already) and if they fail to respond in a satisfactory way you can issue a claim against them.

If they are not the supplier then you need to take it up with supplier first and give them the chance to rectify the situation and they are the ones you would issue a claim against.

temp89

Yes, they're also the supplier. I have their final written answer, How do I "issue a claim"?

waamo

temp89 wrote: »

Yes, they're also the supplier. I have their final written answer, How do I "issue a claim"?

You start by sending a Letter Before Claim. Essentially this sets out your position and what you want by way of restitution.

In this case you tell them the goods are faulty and you want a refund within 14 days.

If they refuse or ignore you you go here https://www.gov.uk/make-money-claim and start the claim process.