Philips Air Flosser - Faulty

Chrissy2020

Good morning all, first a time poster but a big advocate on Consumer Rights.  So here's an unusual one for me and I don't know where to go with it.
Purchased a Philips air flosser back in Sept/2017.  It lasted 9 months until it became faulty, appeared to be a pump problem.  Apparently, they come with a 2-year warranty.
A replacement unit was sent to me in June/2018.  It lasted just under 12 months, again the same fault.  
A replacement unit was sent to me in June 2019.  Again, exact same fault experience, at this point the 2-year warranty on the original purchase had expired so they refused to send me a replacement.  I escalated the issue and received a call and was offered a 20-25% voucher.  I complained that I was unwilling to spend more money on a product that never seemed to reach its actual warranty.  After much wrangling, they sent me a replacement for free.
A replacement was sent in July 2019. This version has now had the same problems and again, today, they have offered a voucher. I have requested today that the issue be escalated.  I really don't wish to spend more of my money on a product that continues to fail like this.  Any advice?

Regards
Chrissy.

TadleyBaggie

Using the manufacturer's warranty is nothing to do with consumer rights, the original warranty has now expired and generally by getting a replacement that does not extend that. I expect the original retailer will no longer entertain a claim (under consumer rights) as the item they sold you is no longer in your possession.

Aylesbury_Duck

Most warranties don't provide "replacements for life" - the clock doesn't reset when the replacement is issued.  Check the warranty terms to see if that's the case for your purchase.

I agree with the point about your consumer rights being long gone because it's no longer the original product.

Chrissy2020

Thank you for your comments.  I just wanted some advice regarding the 2 year warranty on the original purchase but how that relates to never having one of these units last for anywhere near the 2 years and as such how robust is the warranty being provided specifically for this item that appears to have a design fault built into it.  That was more my angle.

KatrinaWaves

Chrissy2020 said:

Thank you for your comments.  I just wanted some advice regarding the 2 year warranty on the original purchase but how that relates to never having one of these units last for anywhere near the 2 years and as such how robust is the warranty being provided specifically for this item that appears to have a design fault built into it.  That was more my angle.

That doesn’t matter at all. You did well getting the replacement in 2019. You have now had a floss machine for about 3.5 years. It doesn’t matter that no individual product lasted 2 years. 

You are entitled to roughly £0. The voucher is above and beyond, if you don’t want the machine anymore bin the voucher. You’ve had 3.5 years use. 

Chrissy2020

Thank you for your comment.  However, I am disappointed by your tone.    I am fully aware of having the product for a total of 3.5 years and one doesn't need to be educated to understand the standard/default information you have replied with.  I was hoping for a little more knowledge around potential faults designed into a product, not the generic information you have provided for 'Joe Bloggs'.
Just because the 2-year warranty has been essentially used up doesn't explain the fact that all these units have lasted no more than 12 months, as little as 4.  This is why I was after, maybe, some deeper knowledge around this area that I don't have.  If this website doesn't offer that level of capability then just say that.

davidmcn

The fact the item has been replaced doesn't give you any enhanced statutory rights.

DiddyDavies

davidmcn said:

The fact the item has been replaced doesn't give you any enhanced statutory rights.

But provided the retailer organised the exchange or advised the OP to contact the manufacturer, it does give the right of rejection for a refund (which will probably be partial).

Fosterdog

Chrissy2020 said:

Thank you for your comment.  However, I am disappointed by your tone.    I am fully aware of having the product for a total of 3.5 years and one doesn't need to be educated to understand the standard/default information you have replied with.  I was hoping for a little more knowledge around potential faults designed into a product, not the generic information you have provided for 'Joe Bloggs'.
Just because the 2-year warranty has been essentially used up doesn't explain the fact that all these units have lasted no more than 12 months, as little as 4.  This is why I was after, maybe, some deeper knowledge around this area that I don't have.  If this website doesn't offer that level of capability then just say that.

What sort of deeper knowledge are you looking for? There's no explaining to do really, they have failed to last for one of two reasons, either you are doing something to cause them to fail, or they are poorly designed or manufactured. That doesn't change the outcome for you though, you are well outside the warranty, your consumer rights are weak at best. How much was the device and what is the average lifespan of an air flosser supposed to be? I would have thought 3.5 years use is reasonable so even if you hadn't had multiple failures and replacements it would be coming to the end of its life soon.

If you are unhappy with the quality then vote with your money and buy a different brand.

unforeseen

This is why I was after, maybe, some deeper knowledge around this area that I don't have. 

There is no deeper knowledge to be had anywhere. 
Possibly with the aid of design experts at no small cost, you may be able to prove that the inherent design itself is not capable of lasting for the whole period of the warranty, BUT, the warranty itself makes no guarantees on the useful life of the appliance anyway. A warranty is purely a manufacturers goodwill gesture at the end of the day. 

KatrinaWaves

Chrissy2020 said:

Thank you for your comment.  However, I am disappointed by your tone.    I am fully aware of having the product for a total of 3.5 years and one doesn't need to be educated to understand the standard/default information you have replied with.  I was hoping for a little more knowledge around potential faults designed into a product, not the generic information you have provided for 'Joe Bloggs'.
Just because the 2-year warranty has been essentially used up doesn't explain the fact that all these units have lasted no more than 12 months, as little as 4.  This is why I was after, maybe, some deeper knowledge around this area that I don't have.  If this website doesn't offer that level of capability then just say that.

Mate crack on and pay for some expert insight if you don’t want Joe Bloggs info and want to dictate peoples tone. You’ve had everything clearly explained, if you want it dumbed down, head to Facebook. If you want ‘deep expert advice’ then pay for it

Pro tip: it won’t give you additional rights... 

Second pro tip: July 2019 to now is more than 12 months, so somethings not right with your dates and how long they’ve apparently lasted. Get all your ducks in a row before you pay for advice Joe.