Replacement Vacuum cleaner

bloomingfox

I ordered a Dyson V8 Animal cleaner from my Very catalogue and it arrived on Friday evening, we fully charged it and on Saturday morning I thought I would try it out, straight away something didn’t seem right and we realised the bar in the motorhead was not spinning. My husband phoned Dyson to check we were doing everything correctly and they went through everything with him and said that we needed to send it back to the catalogue for a straight replacement. I spoke to Very who told me I needed to get a reference number from Dyson, when we asked Dyson they said that it was Very’s responsibility to get the reference number from them once I had returned it!! In the end I managed to get through to the electrical department at Very who advised me to return the cleaner but it would be sent off for testing and if it turns out to be a manufacturing fault then I would get my money back, if it turns out it’s not a manufacturing fault it will be returned to me and we will be charged for the return!!
I’m so angry, it was faulty from the moment it came out the box and all I want is a straight replacement, could anybody advise if I am entitled to a straight replacement? Thanks

macman

Why would you expect not to be charged for the return if it's not faulty? But yes, you can reject it from Very within the first 30 days. Otherwise you are entitled to a refund or repair at the retailer's discretion-no automatic right to a replacement.
Have you tried using it with the wand removed (attaching the cleaner head direct to the cyclone unit)? If the brushroll then spins, the head is fine, and the fault is in the electrical contacts that run through the wand.

bloomingfox

It’s not that I don’t expect to be charged for returning the item to me if it’s not faulty but it is clearly faulty as agreed by Dyson, I don’t expect to order something and be sent a faulty item, and then be told if it’s my fault I must pay for the return.

macman

The reason they tell you that is because the vast majority of items returned as 'faulty' are perfectly OK, and the problem is user error. They are simply saying that if this is the case, then they reserve the right to charge you the return cost. There isn't a manufacturer's guarantee around that doesn't include this clause.
Have you tried what I suggested?

bloomingfox

Thanks for the advice, that’s what the man from Dyson suggested and it still doesn’t work, also another attachment with a roller underneath doesn’t work either so it must be in the main unit.

SMCG

Hi. I have shopped with very.co.uk since it was Index eXtra. I have bought lots over the years and returned my fair share. I have not known them to return an item back. I still use them and sister brand Littlewoods. I think possibly the customer services sometimes leaves a lot to be desired. The fact you have spoke to Dyson, I think you will be fine. The reviews on Truspilot make for interesting reading. I will continue to shop there as I have never had a problem and to my knowledge, the returns warehouse at Shaw is not staffed with people able to test Dyson cleaners. Please let me know how you get on.

Browntoa

Moved to consumer rights for better response

Crazybunnehlady

Reject for a full refund using your short term right to reject.

shaun_from_Africa

Crazybunnehlady wrote: »

Reject for a full refund using your short term right to reject.

Something that means Very could legally require the OP to prove that the fault was present when they received the vacuum.

By getting Dyson to do this, they are removing this requirement so if anything, it is making life easier for the OP.