Currys/Bosch

Billiegirl

Wonder if someone can give me some clarification of any recourse I may have in the following situation.

I bought a Bosch dishwasher online from Currys PC World, and it was delivered on 9 September. I registered it online with Bosch for the warranty on 18 September. Up until Wednesday evening it was performing beautifully.

On Wednesday evening, which I have subsequently realised was exactly 30 days since the machine was delivered, error code E19 appeared, which apparently is something only an engineer can rectify (potential problem with the dispenser - it does not seem to be releasing the tablet) . As it was by now gone 8pm and currys helpline closed, I emailed Bosch via their customer service portal. No reply by late afternoon Thursday.

To cut a long story short, both Currys and Bosch are insisting that there is a 28 day cut off after which I am no longer entitled to a refund or replacement, when I know for a fact that the consumer rights act 2015 states 30 days, and all I have been offered is an engineer visit on Tuesday between 7am and 5pm, almost a week after the breakdown, no updates available and no tracking system on the day. Furthermore, Bosch seem to think that the actual date of purchase was the day I ordered it and the money left my bank account (wednesday or thursday of the previous week ) despite the fact that I queried how consumer rights can start on a date prior to the item actually being in my possession! Its not as though I could have picked it off a shelf and taken it home from the store the day I paid for it. At best it would have been next day delivery from either store or online

Obviously I am not happy that a month old item, very large manufacturer and retailer, has broken down, and am not particularly comfortable about a (supposed) warranty repair after such a short period, but would be interested to know if I actually have any further recourse to Currys in this. Their customer helpline automatically diverts to Bosch themselves when you are prompted to give the date of purchase and manufacturer...something not made clear at all and which smacks of avoidance to me, and it is this which has frustrated me as much as anything as it doesnt seem particularly transparent, nor have I any printed details of the warranty in the paperwork I have received.

Thanks in anticipation!

Browntoa

Yes you are correct in 30 day rule.

But then again it may be quicker and easier to let Bosch repair it , saves the aggro of plumbing in replacement unit .

And next time don't buy from currys .....use ao.com or John lewis

neilmcl

With regards the 28 day limit, Currys may have been referring to their standard change of mind returns policy rather than your rights under the CRA with regards faulty goods. FYI, the 30 day, short term right to reject begins from the day you've had the goods delivered.

DoaM

Consumer Rights Act 2015 applies to your purchase, and those rights are with/against Currys. You have no contract with Bosch, only warranty rights which are subject to any T&Cs they apply.

The CRA (and related legislation) states that within 6 months from purchase it is for the seller to prove that any fault was caused by the consumer. Therefore Currys are obliged to investigate the fault report and, assuming you haven't caused the fault, provide a remedy (repair, replace, refund - within 6 months they cannot reduce the value of the refund).

However, they have also mislead you ... as I recall the regulations state you have a 30 days final right to reject. If you wish to invoke this right then it is for YOU to prove the fault is inherent.

TW1234

It does sound like a simple repair job, but your actual legal position has been explained above.

In reality, a sound outcome for you would be produced if you tell Currys that you have rejected the washer within the first 30 days, but will allow them to make ONE attempt at repair which if successful would be acceptable, but should the same fault occur within 6 months, you will require the rejection to be permitted.
This would preserve all your "rights" and put you in a good place should you ever need to escalate the problem to a small claim court.

macman

Why on earth do you want a refund or replacement for such a minor and easily repairable fault? Just let Bosch repair it under their standard 2 year warranty.

Fosterdog

If it was delivered on the 9th then starting the countdown at the 10th your 30 days was up on Tuesday and the fault didn't show until Wednesday which was the 31st day so arguing over 28 days vs 30 days is pointless when you are outside them both, if the 9th itself was counted then it went wrong on the 32nd day.

Just accept the repair