Shower Valve Had 10 Year Guarantee When Purchased - Retailer Now Says It Had 5 Year

kibopuppydog

In April 2016, I totally refurbished my bathroom. The shower valve I purchased (A Matrix Triple Valve) came with a 10 yr guarantee. I had a spreadsheet with all the details of the items I purchased, including guarantee periods - I logged 10yr in the spreadsheet. I also have the receipt but there is no mention of the 10yr.

In early 2019, the hot/cold mixer valve started to seize up, and the retailer told me to descale it, despite my informing him that everything in the bathroom was on softened water, including the hot/cold supplies to the shower. Descaling made no difference, and eventually, after a struggle, they sent a new valve. It was during this time that the issue of the guarantee came up, and they informed me (verbally)  that the valve only had a 5yr guarantee.

Well, nearly 2 yrs on, this same valve is again seizing up, and I'm going to have to contact them again, and no doubt I will have another battle on my hands to get a replacement valve. In case the issue of the guarantee comes up, I would like to be in an informed position in terms of where I stand from here on.

So, hopefully the valve is still covered, but what happens in 2 yrs time if the same occurs?

Since this issue arose 2 yrs ago, I have now started taking screenshots of anything I buy that has a guarantee longer than 12 months.

This shouldn't be necessary, but I've learnt my lesson.

BTW, had the cost of the hot/cold mixer valve been reasonable, I would just buy a new valve when I had to, but at almost £100, I see no reason why I should lose 5 yrs worth of guarantee.

It seems incredulous and unjust that such claims can be made by a retailer to entice purchases, and then, years later, it's all forgotten or changed.

So, where does the burden of proof lie WRT the 10 yr guarantee?

When a retailer's product offers a 10yr guarantee, does that information get recorded with the purchase at the retailer's end, and if so, can I demand proof of their 5yr claim?

I am very conscious that I have no viable proof of the 10yr guarantee, and so, if unresolved with the retailer, do I have a case for taking this issue to my credit card bank, citing Section 75 (purchase cost was over £100), or to the Financial Ombudsman, or is there another course of action?

I've spent ages scouring the internet for any similar experiences and can find none, so I'm hoping maybe someone on Martin's Forums has either come across this sort of issue or has appropriate knowledge of Consumer Rights to offer me some advice.

Thank you ever so much, in anticipation.

Flight3287462

You are still within 5 years.

Were_Doomed

Did you see this guarantee on their website? If yes, use the Wayback Machine to (hopefully) find a version of the website page (which showed the guarantee period) from around the purchase date.

Unless you can prove the 10 year guarantee, if the seller is stating it is 5 years then that's what it is unfortunately.

Remember also, a guarantee is in addition to your consumer rights, so the seller can impose any reasonable terms they see fit.

dinglebert

The only evidence you have of a 10 year guarantee is something you wrote four and a half years ago on a spreadsheet.  If you have no evidence and there is nothing on the interweb then basically you have no claim for anything.  Its up to you to prove it.  Equally to be honest you may struggle to get a replacement if you can't find anything that states 5 years either.

zoob

The 10 year guarantee could possibly be a 10 year guarantee with the manufacture and your claim is via them, also you might have needed to register with the manufacture within a period shortly after purchase to avail off this offer

Aylesbury_Duck

A related question is whether the terms of the guarantee provide for continual replacements in the five (or ten) year period.  OP has already had the original valve replaced.  The clock doesn't restart and even though they're still within the overall five year period from first purchase, if the warranty doesn't provide for endless replacements in its period, OP isn't entitled to a third valve anyway, irrespective of whether it's a five or ten year guarantee.

John_

You may have made an error when putting the data into your sheet, which is what the supplier will think too.
If you are using softened water how are you getting build-up, and why does removing it not fix the issue?
Do you regularly move the valve through its full range of movement? If not then this will tend to make things worse. Do it once a week and it may well stop the issue happening again.

kibopuppydog

Thank you everyone for your prompt and informative replies.

Answers to the issues raised.

1.Yes, I am still within the 5 yrs, but need to contact them soon for another replacement, during which time the issue will probably arise, and I would like to be prepared.

2. Yes, the guarantee was on the website, I recall a rosette in the corner with '10yr guarantee' in the centre. 'Were Doomed' thank you for mentioning 'Wayback Machine' - I had never heard of it. I've looked and unfortunately there is no archive of my item, but thank you anyway. Yes, I believe it's all about my being unable to prove the 10yr period, that I won't have a leg to stand on. As I said in my note, I think it's wrong that (some) retailers can entice customers with offers of a long guarantee, and then dispute it because none of their documents confirmed this at the time of purchase. Why should customers have to take extra measures to protect themselves.

3. Yes Dinglebert, I've already come to that conclusion, but came on here just to make sure that I haven't missed a trick (such as Wayback Machine, which unfortunately didn't help

4 Continual replacements. My understanding is that most retailers will replace items more than once, but the guarantee period does not restart with each replacement. I have not yet come across a retailer who has said 'no more replacements' if still within the guarantee period. But obviously this would be very another grey area.

5. I'm more than confident there was no error. 2 yrs ago when I was asked to clean/descale the valve, when I took it out, there was no visible scale anywhere on it. It knob didn't turn before I descaled it and it didn't turn after I descaled it. I can only consider it to have been an internal fault. The valve was sealed, and there was no access to the insides for further investigation. We don't regularly move the valve, but I do it from time to time, clearly not enough though. Thank you.

Thank you everyone for your interest, support, and time.

DiddyDavies

kibopuppydog said:

2. Yes, the guarantee was on the website, I recall a rosette in the corner with '10yr guarantee' in the centre. 'Were Doomed' thank you for mentioning 'Wayback Machine' - I had never heard of it. I've looked and unfortunately there is no archive of my item, but thank you anyway. 

Could you post a link for the website you were looking at because it may still be possible to find details of the 10 year guarantee with a bit more searching.

kibopuppydog

Hi DiddyDavies,

Thanks for you interest in helping me, much appreciated.

The address I've provided was the one for the product at the time of purchase, which had the 10yr guarantee on it.

It still points at the same shower valve, but there is no guarantee offered now.

The forum won't allow me to post what you're asking for yet, (not been a member long enough), so I've had to amend it a bit

Taken out the 1st 8 characters, removed the /moctod (reversed), and a forward slash after 'product'.

     victoriaplum     product   mode-harrison-oval-triple-thermostatic-shower-valve-with-diverter

I hope this makes sense.

Good Luck!

Spank

Post the link but put some spaces e.g.

forums. moneysavingexpert. com