Ryobi v Argos

JCNim

I bought a Ryobi lawn mower from Argos. Just before the two year guarantee expired, the lawn mower suddenly stopped working mid lawn! I contacted Ryobi and they said they can't help (despite their guarantee saying they will repair or replace within the two year period). Ryobi told me I would have to go back to Argos. Argos, said that as it's after 6 months since purchase I needed to contact Ryobi. This has gone back and forth and both companies claim the other is responsible.

Can someone please tell me how I can get my lawn mower repaired or replaced. Until it broke down I really loved it as it was so easy to handle and cut the lawn beautifully!

Thanks.

DoaM

Any rights you have are with Argos as that's who you purchased from.

After 6 months (assuming the seller requires it) the onus is on you to prove that any fault was inherent - present at the time of purchase but not apparent. (e.g. a dry solder joint on a circuit board). You do this by commissioning an engineer's report which states (on the balance of probabilities) that the fault was inherent and not caused by how the product was used. (This will be what Argos mean about you contacting Ryobi - however the report does not need to come from Ryobi).

Armed with this report then Argos would be required to provide a remedy - repair, replace or refund (which would be partial to account for your time of ownership) - and also reimburse the (reasonable) cost of the report.

wesleyad

DoaM wrote: »

Any rights you have are with Argos as that's who you purchased from.

OP looks like they want to return under guarantee, not statutory, so wouldn't it just come under the T&Cs of the guarantee?

neilmcl

Why have Ryobi said they wont help? Surely if you're still within the manufacturer's guarantee period and you comply with the terms of said guarantee there shouldn't be an issue.

Are you sure you've made it clear to them that this is a warranty claim?

JCNim

Yes, Ryobi said they will not repair within the first two years (despite the warranty saying they will). They told me they would only do anything if I had purchased an additional 3rd year cover (even though the lawn mower broke down within two years - after 23 months.)
I am so frustrated as up until now I loved my Ryobi lawn mower and would have recommended it to anyone. I certainly won't ever be using Ryobi again and would advise people who are considering any of their equipment to check in writing if they are will to repair or replace (as their warranty states) if the item breaks down in the first two years.

Manxman_in_exile

When did you inform Ryobi that it had broken down - before or after the 24 months had expired? If they are saying you should have purchased a third year's cover, it suggests to me that they think it had broken down after 24 months. Have you made it absolutely clear to them it broke down before the warranty period was up? (The T&Cs of the warranty may say they have to be notified within the warranty period - a bit nit picking I know, but...)

JCNim

Yes, I told them as soon as it broke. I sent a photograph of the receipt showing purchase date and saying I was within the 2 years. Ryobi said that they have no responsibility within first two years of break down. They say Argos should take responsibility with any repairs. Argos don't repair lawn mowers and say to get a partial refund they require an engineer's report saying what's wrong, which I have not been able to get. I cannot find anyone near here who can do this.
I had always assumed that if you buy a product that says it has a two year guarantee that it would mean it would be no problem getting it repaired or replaced. I am also shocked to see that Ryobi now have a 3 year guarantee on new models.

unforeseen

Did you register within 30 days?
The warranty wording looks similar to your consumer rights

The warranty covers all defects of the product during the warranty period due to faults in workmanship or material at the purchase date

So you are back to having to prove the fault was inherent before they will touch it.

JCNim

Yes, although their guarantee says you only need a receipt. It also states it will 'repair and/or replace within 24 months'. I simply cannot understand why Ryobi are refusing to do anything. They just constantly reply saying I need to deal with Argos. They really want nothing to do with it and my request to be put in touch with a supervisor has been declined. I wonder if Ryobi are in financial difficulty?They are clearly having problems with their customer service department. :-(
The sad thing is, that this was the best lawn mower I've had in terms of cut, ease of use etc. I had recommended it to several people! I didn't have a moment's bother with it, cleaned it after every use and couldn't believe it when it packed in! I just expected I could have it repaired and all would be well.

wesleyad

I think you need to be clearer with Ryobi. You need to explain its within two years and you are wishing to use the standard two year warranty that comes with every ryobi product. If they are declining to repair under warranty you want the reasons in writing.

At least from there you will know why they are trying to send you back to argos. Thats pretty much a dead end, you have very limited statutory rights at this point. As you are aware you'd need a report stating there was an inherent fault (not just something broke, but that it was always destined to break due to manufacturing error)

Just to add, if you really get nowhere with customer service then you have to turn to social media. Start giving them grief on twitter etc and they will quickly change their minds.

Manxman_in_exile

unforeseen wrote: »

Did you register within 30 days?
The warranty wording looks similar to your consumer rights

So you are back to having to prove the fault was inherent before they will touch it.

That always worries me. I think the only time I've registered for a manufacturer's warranty was to get cash back on a washing machine. Fortunately, I've never had anything go wrong with other purchases such that I would have needed to rely on a warranty. (Ironically the w/m has had a couple of problems but outside warranty period).