What are our rights regarding electric fire?

hb2

We bought an electric fire 18 months ago, paid around £250 for it, and it is now affixed to a wall. It has stopped working.

The paperwork says the manufacturer guarantees the product for 2 years so OH contacted manufacturer. They want us to send the fire to them for inspection. First they asked us to post it, then said they would arrange courier for a specific date but could not give a time so someone would have to be available between 8am and 6pm.

OH thinks this is unreasonable and is prepared to go to small claims court. TBH, I don't think they are being particularly unreasonable!

We have suggested we get it examined by an independent electrician if they will abide by their report. Currently awaiting reply from company.

What are our rights in this matter please? I thought our 'contract' was with retailer, not manufacturer anyway?

pinkshoes

The manufacturer can impose whatever terms they like on their warranty.

Who did you buy it from? You might want to look at claiming under the Consumer Rights Act. At 18 months you would need to get an independent report to show it was inherently faulty when purchased. (E.g. fault not caused by misuse)

shaun_from_Africa

hb2 wrote: »

What are our rights in this matter please? I thought our 'contract' was with retailer, not manufacturer anyway?

You have two separate sets of rights.
There are the rights granted under the Consumer rights act and these rights are between you and the retailer and there are your rights given by the terms and conditions of the warranty and these are between you and the warranty provider (in this case, the manufacturer).


If the warranty T&C's state that you are responsible for getting the fire back to the manufacturer then it is acceptable for them to insist on this.


Under the CRA, you are entitled to a resolution if the fire hasn't lasted a reasonable time and the fault is due to a manufacturing defect and didn't fail due to misuse.
As it's over 6 months from purchase, the retailer is entitled to insist that you prove a manufacturing fault before they do anything and if you prove this by way of an independent report, they can repair, replace or refund (which could be a partial refund) and if the report indicates a manufacturing defect then the retailer will be expected to cover the reasonable costs of getting the report carried out.

hb2

I'm pretty sure we got it from B+Q (but credit card bill say 'BSH Home Appliances'?).

It does seem as if an independent report should be our next step. Will talk to OH again when he gets home.

JJ_Egan

Electric Fire but they want you to send a TV ??
<We bought an electric fire 18 months ago,<They want us to send the TV to them for inspection.>




Suppose you checked fuses if any .

hb2

@shaun from . . . Thanks for that explanation.

hb2

JJ_Egan wrote: »

Electric Fire but they want you to send a TV ??
<We bought an electric fire 18 months ago,<They want us to send the TV to them for inspection.>




Suppose you checked fuses if any .

Well spotted! I had just been reading another topic about TVs and it obviously addled my brain I have changed my post to make it clear.

Yes, fuses have been checked.

DoaM

What symptom are you getting? Does it not heat up at all? Or is it just that the backlight has stopped working?

hb2

DoaM wrote: »

What symptom are you getting? Does it not heat up at all? Or is it just that the backlight has stopped working?

It clicked a couple of times and then stopped working. No backlight, no heat, no nothing. Initially we thought it just need to cool down but it won't restart at all.

peter_the_piper

Have you eliminated the wiring/fuses first?

hb2

peter_the_piper wrote: »

Have you eliminated the wiring/fuses first?

Fuses have been checked and there is no obvious issue with wiring.