Where do I stand? Machine repaired under guarantee returned with cosmetic damage.

poorlittlefish

I purchased an expensive "bean to cup" coffee machine that lasted just over a month before malfunctioning.  I had to return it to the manufacturer for repair, which I did, using its original retail packaging.  I took photos before to show that it was cosmetically perfect when it left me.  It has been returned to me today (5 weeks after it was collected) without its retail packaging and it now has a very obvious scratch right on one of its front panels.  There is absolutely no way to contact the manufacturer (they are not accepting calls, their Facebook messaging system says they are unavailable and there is no email address).  I bought the machine through Amazon, but they have just told me to contact the manufacturer, which I can't do.  Where do I stand with the machine being returned to me with cosmetic damage and what happens to the 12-month guarantee as the machine has been in the manufacturer's possession the past 5 weeks?  Thanks.

DoaM

Did you inform Amazon that you were returning it to the manufacturer for repair? (Did you actually buy it from Amazon ... i.e. was it supplied by Amazon EU Sarl?). If the answer to both is Yes then you can reject the goods for a full refund using your Final Right To Reject under the Consumer Rights Act 2015 as the goods still fail to conform to contract, and the supplier has had their single repair attempt that the Law allows them.

[Deleted User]

poorlittlefish said:  I took photos before to show that it was cosmetically perfect when it left me. 

Why would you do that?

 Have you had  repaired items returned to you not cosmetically perfect before? 

You do realise that such photos prove nothing since they could be images of another coffee machine?  

DoaM

They could. But if OP also photographed the serial number label, and EXIF data for all the photos are from the same date/time range then on the balance of probabilities they are of the machine returned.

davidmcn

poorlittlefish said:

There is absolutely no way to contact the manufacturer (they are not accepting calls, their Facebook messaging system says they are unavailable and there is no email address).

Presumably you have a postal address for them? Even if they are shut down temporarily it would give you some evidence that you have contacted them.

poorlittlefish

DoaM said:

Did you inform Amazon that you were returning it to the manufacturer for repair? (Did you actually buy it from Amazon ... i.e. was it supplied by Amazon EU Sarl?). If the answer to both is Yes then you can reject the goods for a full refund using your Final Right To Reject under the Consumer Rights Act 2015 as the goods still fail to conform to contract, and the supplier has had their single repair attempt that the Law allows them.

Yes, I did inform them and yes, I purchased from Amazon.  Do I need to contact Amazon or the manufacturer to state this?  I have found a postal address for the manufacturer now, so if it's them then at least I can send them a letter - thanks.

(And to the other poster who queried why I would take photos, yes, I included the serial number and I thought it would be prudent to take photos, never having been in the position of having to send a 1-month-old expensive machine to a workshop before and gaining only a courier receipt to prove that the machine ever left my house.)

mattyprice4004

Moneyineptitude said:

poorlittlefish said:  I took photos before to show that it was cosmetically perfect when it left me. 

Why would you do that?

 Have you had  repaired items returned to you not cosmetically perfect before? 

You do realise that such photos prove nothing since they could be images of another coffee machine?  

Why wouldn't you do that? It takes 30 seconds, and potentially save you a lot of money (as in this case)