Warranty Claim - Is Lavazza in the right?

startingout2016

I was given a Lavazza machine for Christmas in 2016.

It came with a 2 year warranty.

It broke down this week, so I have pulled out the original invoice (passed on by the gift giver) which shows it was purchased by them on the 14th December 2016.

We were given this on 25th December 2016, the machine arrived faulty which meant that we had a replacement machine in January 2017.

I spoke to Lavazza customer services just now and they have said that the warranty starts from 14th December 2016 and it is therefore just out of warranty so they can't help.

When I explained it was a replacement for an originally faulty machine and we received it as a gift on 25th December they said it makes no difference as the warranty is only held on the original machine and invoice date.

Are Lavazza in the right and I just need to buy a replacement, or should they be honouring their warranty?

DoaM

startingout2016 wrote: »

Are Lavazza in the right and I just need to buy a replacement?

Yes they are.

JJ_Egan

Yes they are correct.
2 Year warranty expired .


Its a warranty and can have any terms and conditions the provider chooses.Basically its a free add on to a product .



Your consumer rights are against the vendor but you are not the purchaser.

Aylesbury_Duck

As above, they are in the right. Sorry.

startingout2016

Thank you for the responses confirming.

I will purchase a new one in the sales

startingout2016

Thank you for confirming. I will purchase a new one

purple45

If I were in your position I'd try one last time by writing to them (edited to add exceptionally nicely!) maybe even on social media and appealing to their Christmas spirit and asking them to consider making an exception. They might just bend the rules but if they say no you've only lost a few minutes effort.

Cetshwayo

purple45 wrote: »

If I were in your position I'd try one last time by writing to them (edited to add exceptionally nicely!) maybe even on social media and appealing to their Christmas spirit and asking them to consider making an exception. They might just bend the rules but if they say no you've only lost a few minutes effort.

Nudge them for a discount or discount voucher might be the best hope.

startingout2016

I emailed them last night and recieved a call today saying that they are sending a free of charge replacement!

Aylesbury_Duck

Nice one. Good suggestion well followed up. Be sure to give them some praise on social media, that's good customer service.