Return for repair, replacement or refund?

Agent_Orange

Hello, I wonder if someone could offer up some advice please.

I bought a machine from Amazon in April 2019. A couple of days ago the machine ground to a halt and now refuses to work. I tested the socket it was plugged into and replaced the fuse in the plug but the issue remained. I then contacted the vendor via Amazon and explained the issue to them.
Customer services replied promptly but asked me to take one of the parts off to check if the consumable item within was working [a reasonable request, the item within was fine] I went back to them a second time and explained that all was well with that part. They then asked me to text the electrical connection between the switch and the motor - and at that point I explained that I'm not a bench electrician and wasn't prepared to do that as I have no idea how to do it and, to my mind, an unqualified person poking around inside a machine is not ideal.

I'd just like to know where I stand with regard to what happens next. I'm anticipating them ignoring my request for a replacement machine and instead asking me to return it so they can inspect and repair it. I don't have the original box and, upon reading their T&C's it seems that they can refuse to accept an item not returned in original packing. It also states that returns are at my expense, but the machine weighs 25kg so i doubt that'll be cheap.

My question is as follows - Am I obliged to accept them repairing the machine and then returning it to me? It's a woodworking machine and I need it in my workshop, I certainly can't do without it for days or weeks given I'm right at the stage where it's needed [hence i knew immediately when it stopped working] In the ideal world I'd like them to send out a replacement model, i could then use the box the new one comes in to return the old one. I don't miss a beat, kinda, and they get the faulty machine back, boxed as per their T&C's.

I contacted the vendor directly, i didn't use the 'request a return or refund' button as i thought It would be fair to talk to them first. I guess I could do that next but I'm not sure if that'd even help? In my head a request via Amazon would carry more weight, but I don't know if that's right.
I guess I also have the option of talking to the manufacturer of the machine, they're UK based and may be sympathetic? I don't know really, i just thought I'd ask and see as I looked online earlier and found various websites that gave differing information. Is there any one thing that supersedes all others (such as consumer rights) or do individual T&C's take precedent?

Hopefully that all makes sense? In short - machine broken, need replacement, vendor seems reluctant to discuss a return and wants me to repair.

BoGoF

So is the machine for business use?

Agent_Orange

No, it's a hobby. I lost my leg in an accident earlier this year and set up a workshop after we had the garden adapted for my wheelchair, it's more to keep me busy and give me something to do than anything else. I've hardly used the machine, I imagine a proper carpenter would use it more in a day than I have since I bought it in April.

mattyprice4004

They are entitled to choose if they repair, replace or refund - and if it's just for a hobby, it's can't really be that essential.
Do you use it for any kind of financial reward at all? If so this would likely be considered business use, so your rights would be diminished.

Significant inconvenience would be a mobility scooter being away for repair for a month; I doubt an item of woodworking equipment for a hobby would quality under the same criteria.

Agent_Orange

Never mind. I won't bother asking anything again as I see you have a resident clever clogs who knows everything.

Btw, I spoke to the manufacturer of the machine earlier and they've agreed to sort it out directly. Still, you enjoy knowing everything and giving your sage advice. I imagine there's a swear filter on here, suffice it to say I calling you a male chicken, and some more words.

JJ_Egan

Why bother asking others opinions ??

Typical noob has a question does not like the answer and insults the forum and goes off in a huff .

Aylesbury_Duck

Agent_Orange wrote: »

Hello, I wonder if someone could offer up some advice please.

I bought a machine from Amazon in April 2019. A couple of days ago the machine ground to a halt and now refuses to work. I tested the socket it was plugged into and replaced the fuse in the plug but the issue remained. I then contacted the vendor via Amazon and explained the issue to them.
Customer services replied promptly but asked me to take one of the parts off to check if the consumable item within was working [a reasonable request, the item within was fine] I went back to them a second time and explained that all was well with that part. They then asked me to text the electrical connection between the switch and the motor - and at that point I explained that I'm not a bench electrician and wasn't prepared to do that as I have no idea how to do it and, to my mind, an unqualified person poking around inside a machine is not ideal.

I'd just like to know where I stand with regard to what happens next. I'm anticipating them ignoring my request for a replacement machine and instead asking me to return it so they can inspect and repair it. I don't have the original box and, upon reading their T&C's it seems that they can refuse to accept an item not returned in original packing. It also states that returns are at my expense, but the machine weighs 25kg so i doubt that'll be cheap.

My question is as follows - Am I obliged to accept them repairing the machine and then returning it to me? It's a woodworking machine and I need it in my workshop, I certainly can't do without it for days or weeks given I'm right at the stage where it's needed [hence i knew immediately when it stopped working] In the ideal world I'd like them to send out a replacement model, i could then use the box the new one comes in to return the old one. I don't miss a beat, kinda, and they get the faulty machine back, boxed as per their T&C's.

I contacted the vendor directly, i didn't use the 'request a return or refund' button as i thought It would be fair to talk to them first. I guess I could do that next but I'm not sure if that'd even help? In my head a request via Amazon would carry more weight, but I don't know if that's right.
I guess I also have the option of talking to the manufacturer of the machine, they're UK based and may be sympathetic? I don't know really, i just thought I'd ask and see as I looked online earlier and found various websites that gave differing information. Is there any one thing that supersedes all others (such as consumer rights) or do individual T&C's take precedent?

Hopefully that all makes sense? In short - machine broken, need replacement, vendor seems reluctant to discuss a return and wants me to repair.

Preserved for future users in similar situations, because OP's next step in the tantrum may be to delete it.

Agent_Orange wrote: »

Never mind. I won't bother asking anything again as I see you have a resident clever clogs who knows everything.

Btw, I spoke to the manufacturer of the machine earlier and they've agreed to sort it out directly. Still, you enjoy knowing everything and giving your sage advice. I imagine there's a swear filter on here, suffice it to say I calling you a male chicken, and some more words.

First class flouncing. Next time, it'll save you a lot of typing and upset if you just tell people what it is you want to hear rather than actual advice.