Faulty white goods - retailer is demanding I get independent expert report

ChirpyCheapCheap

jon81uk said:

ChirpyCheapCheap said:

jon81uk said:

ChirpyCheapCheap said:

born_again said:

ChirpyCheapCheap said:

Just asking... can I just select a qualified repairer from Checkatrade and hope there won't be a bunfight over their credentials when their report gets presented to the retailer?  Sorry, I've never done this before!

Ask round local FB group or neighbours who they can recommend. May find one that can repair for less if cash is that tight.

Can get integrated washer dryer for just over £300

Oooh!  Integrated W/D and with installation plus removal of the old one?  May I ask where these are?

I think they meant you can get the machine for £300 (which is true) but yes, installation and removal is an extra £45 (from Currys or AO).

There is something of the roll of the dice with all appliances though, some last 10 years, others five.

Thanks, although I'm getting £90 for installtion and £20 for removal at AO and Currys so I'm seeing £110 for installation+removal?. This being an integrated W/D?

I missed the word integrated, sorry.

Yes that will be a lot more as it needs a lot more work to fit it into the kitchen cupboard. If money is tight then maybe look at a non-integrated model instead? Will it be that bad seeing the front of the machine?

"Will it be that bad seeing the front of the machine?"  You've obviously not met my wife 

More seriously, there's no space with other stuff around it... thanks for the suggestion though!

Sandtree

the_lunatic_is_in_my_head said
This isn't correct, the term inherent doesn't appear in the Consumer Rights Act, the report would have to show that the goods did not conform to the contract. 

Inherent fault is a throw back to previous legislation and was a bit of a crappy term so by no means a bad thing it was dropped however the principle hasnt really changed as an inherent fault was one that caused durability issues... ie using sub standard parts that break down quickly (in relative terms) is a inherent fault... it never had to mean that on the day the item was delivered that there was actually a fault there beyond the design/choice of parts.

the_lunatic_is_in_my_head

Sandtree said:

the_lunatic_is_in_my_head said
This isn't correct, the term inherent doesn't appear in the Consumer Rights Act, the report would have to show that the goods did not conform to the contract. 

Inherent fault is a throw back to previous legislation and was a bit of a crappy term so by no means a bad thing it was dropped however the principle hasnt really changed as an inherent fault was one that caused durability issues... ie using sub standard parts that break down quickly (in relative terms) is a inherent fault... it never had to mean that on the day the item was delivered that there was actually a fault there beyond the design/choice of parts.

Completely correct but the use of the term doesn't really cover the scope of the protection afforded by the act and may deter people from pursuing their rights due to misunderstanding that "crappy term" to mean the bit it had never meant to mean  

born_again

OP Black Friday is coming up. 
I has a quick look at Currys. 

Just get a local guy to come and look at it and see what they say. If it's a cheap fix go for that. If it's going to be more expensive then ask how much for a report advising of the issue & if they think it's inherent or something they have heard of before.

Good luck. I get your issue, but as others have said. Sometimes it is better to bite the bullet and get a new one rather than fighting on that takes even longer, ties up money while it is sorted. (think of your ear drums & all that moaning by the Mrs)

ChirpyCheapCheap

born_again said:

OP Black Friday is coming up. 
I has a quick look at Currys. 

Just get a local guy to come and look at it and see what they say. If it's a cheap fix go for that. If it's going to be more expensive then ask how much for a report advising of the issue & if they think it's inherent or something they have heard of before.

Good luck. I get your issue, but as others have said. Sometimes it is better to bite the bullet and get a new one rather than fighting on that takes even longer, ties up money while it is sorted. (think of your ear drums & all that moaning by the Mrs)

I've started to do exactly as you suggest!  Thanks! 

ChirpyCheapCheap

In the hope that folks might still be following this thread... just had the repair estimate for £350.  It's the motherboards that need replacing and I will get a report along the lines people have suggested.  Given that information, I wondered whether anyone felt more or less strongly about pushing the merchant for action?  I fear - based on some comments before - that the vendor has the option to pay for a repair, or a lower amount of something like the Purchase Price minus 1/6 for each year used. 

So in short, given an option to pay say £150 or £350, the vendor would opt for £150.  Then I have £150 in cash, but a choice to make whether to repair or buy a new machine.  If that's the pathway on this, I'm still thinking it's worth engaging with the merchant armed with the report, but to brace myself for a financial outcome that at best gets me £150 off a new machine (given the cost of the repair is so high it seems better to get a new machine).

Sandtree

Technically if they rescind the contract by giving you the reduced purchase price back then the salvage becomes their property... they may not want it back so you can sell it or fix it etc but dont assume they won’t want it back.

They cannot force you to accept store credit/money off a new purchase but you are free to accept such an offer if you wanted to but certainly I’d be looking at a higher settlement if negotiations were going down a discount route.

PS. As stated originally... the 1/6th method is just what two retailers used in my cases, the law doesnt state how it should be calculated

Undervalued

ChirpyCheapCheap said:

In the hope that folks might still be following this thread... just had the repair estimate for £350.  It's the motherboards that need replacing and I will get a report along the lines people have suggested.  Given that information, I wondered whether anyone felt more or less strongly about pushing the merchant for action?  I fear - based on some comments before - that the vendor has the option to pay for a repair, or a lower amount of something like the Purchase Price minus 1/6 for each year used. 

So in short, given an option to pay say £150 or £350, the vendor would opt for £150.  Then I have £150 in cash, but a choice to make whether to repair or buy a new machine.  If that's the pathway on this, I'm still thinking it's worth engaging with the merchant armed with the report, but to brace myself for a financial outcome that at best gets me £150 off a new machine (given the cost of the repair is so high it seems better to get a new machine).

ChirpyCheapCheap said:

In the hope that folks might still be following this thread... just had the repair estimate for £350.  It's the motherboards that need replacing and I will get a report along the lines people have suggested.  Given that information, I wondered whether anyone felt more or less strongly about pushing the merchant for action?  I fear - based on some comments before - that the vendor has the option to pay for a repair, or a lower amount of something like the Purchase Price minus 1/6 for each year used. 

So in short, given an option to pay say £150 or £350, the vendor would opt for £150.  Then I have £150 in cash, but a choice to make whether to repair or buy a new machine.  If that's the pathway on this, I'm still thinking it's worth engaging with the merchant armed with the report, but to brace myself for a financial outcome that at best gets me £150 off a new machine (given the cost of the repair is so high it seems better to get a new machine).

Which almost certainly means that one component, maybe costing a few pence, on the motherboard has failed. Or, increasingly common, it is a dry joint problem caused by lead free solder and mass production "flow" soldering!

Often the parts removed during these "board change" repairs are then fixed at component level and sold to the trade. It may well be worth looking on eBay etc to see if anybody is selling reconditioned motherboards for whatever item you have.

ChirpyCheapCheap

Sandtree said:

Technically if they rescind the contract by giving you the reduced purchase price back then the salvage becomes their property... they may not want it back so you can sell it or fix it etc but dont assume they won’t want it back.

They cannot force you to accept store credit/money off a new purchase but you are free to accept such an offer if you wanted to but certainly I’d be looking at a higher settlement if negotiations were going down a discount route.

PS. As stated originally... the 1/6th method is just what two retailers used in my cases, the law doesnt state how it should be calculated

I thought I'd reply... firstly to say thanks and secondly to add the overall knowledge pool that my retailer is applying the usage deduction principle as follows (pretty close to yours Sandtree)

0 - 12 Months = Warranty Period

13 - 24 Months = 20% Usage Charge

25 - 36 Months = 40% Usage Charge

37 - 48 Months = 60% Usage Charge

49 - 60 Months = 80% Usage Charge

61 - 72 Months = 100% Usage Charge (No Refund Applicable)