Manufacturer vs Store for warranty repair

ChrisMC_2

Hi. In a previous thread we noted we had a problem with our brand new Zanussi Cooker (few days old), which Zanussi confirmed is a fault. They said they could send a Zanussi engineer out to repair or replace, under the manufacturer's warranty. We said we would do it through Curry's, as we bought it (online) from them. They mentioned that contacting Currys was an issue during the lockdown. We don't know if its still an issue but, from personal experience, we know it was bad last year.  We should note we also purchased a Currys 5Yr Care Plan, for the Cooker. We think Zanussi would be quicker, and potentially, less work but don't know if  we might be compromising our consumer position going forward by doing that. We do know, from the response to my previous thread, that we may be in a better position to be able to negotiate a straight replacement through Currys. So, our question is, for this situation, should we resolve this through Currys or through Zanussi and what are the reason for that?  Thanks, Chris & Joanne

JJ_Egan

Resolve through Currys may well involve them contacting Zanussi.

But going through Currys even if they contact Zanussi may be better for consumer rights .

Three avenuse .

One the law and consumer rights against the vendor .

Two Currys 5 year plan depends upon the T&C of whats covered .

Three manufacturers warranty subject to any terms they want .

Personal choice would be whatever method is quickest .

Sandtree

ChrisMC_2 said:

Hi. In a previous thread we noted we had a problem with our brand new Zanussi Cooker (few days old), which Zanussi confirmed is a fault. 

Have to say if my few day anything had a fault I would be much more thinking about rejecting the goods as defective and getting a replacement than considering who'll fix it. The only exception to it is if you got an exceptional price which isnt available any more and the merchant will only allow a refund (which is the standard remedy for a rejected order)

bris

You don't lose your consumer rights by letting the manufacture repair it under warranty as that's who Curry's expect you to contact.

You only lose your rights if you use a third party repairer (someone Currys would know nothing about) without first giving the Currys the chance.

ChrisMC_2

Sandtree said:

ChrisMC_2 said:

Hi. In a previous thread we noted we had a problem with our brand new Zanussi Cooker (few days old), which Zanussi confirmed is a fault. 

Have to say if my few day anything had a fault I would be much more thinking about rejecting the goods as defective and getting a replacement than considering who'll fix it. The only exception to it is if you got an exceptional price which isnt available any more and the merchant will only allow a refund (which is the standard remedy for a rejected order)

Thanks for your response. I'm definitely with you but I'm conscious that I'm not entitled to a replacement. Currys and Zanussi may insist on attempting a fix, so I want to factor that into my thinking. I've got better leverage for a replacement with Currys as I can insist on a refund, and that would include the care plan, which I think they'd want to avoid

ChrisMC_2

JJ_Egan said:

Resolve through Currys may well involve them contacting Zanussi.

But going through Currys even if they contact Zanussi may be better for consumer rights .

Three avenuse .

One the law and consumer rights against the vendor .

Two Currys 5 year plan depends upon the T&C of whats covered .

Three manufacturers warranty subject to any terms they want .

Personal choice would be whatever method is quickest .

Thanks for your response. Really appreciate it. We don't know if Currys is still an issue so we're going to contact them as 1) We feel we stand a better chance of getting a replacement if we use our right to a refund as leverage and 2) It may turn out to be easier due to the care plan we have with them. Chris & Joanne

ChrisMC_2

bris said:

You don't lose your consumer rights by letting the manufacture repair it under warranty as that's who Curry's expect you to contact.

You only lose your rights if you use a third party repairer (someone Currys would know nothing about) without first giving the Currys the chance.

Thanks bris

macman

DSG will always attempt to fob you off with the manufacturer. If you ask for a refund or replacement within 30 days under CRA 2015, then they'll deny any knowledge of such a right to a refund or replacement. Then, if they eventually agree without an LBA being deployed, they will take weeks to deliver and then probably want a separate appointment to collect the first one. Currys didn't get their reputation as the UK's worst retailer undeservedly. If you value your sanity, just go straight to Electrolux and get them to repair it direct.
Next time, buy it from JL: same price, and you'd have got a 2 year warranty not one. 

ChrisMC_2

macman said:

DSG will always attempt to fob you off with the manufacturer. If you ask for a refund or replacement within 30 days under CRA 2015, then they'll deny any knowledge of such a right to a refund or replacement. Then, if they eventually agree without an LBA being deployed, they will take weeks to deliver and then probably want a separate appointment to collect the first one. Currys didn't get their reputation as the UK's worst retailer undeservedly. If you value your sanity, just go straight to Electrolux and get them to repair it direct.
Next time, buy it from JL: same price, and you'd have got a 2 year warranty not one. 

Thanks. It will be interesting if they deny CRA2015 as they effectively refer to it in the Returns Policy they sent as part of the order. I usually do go to John Lewis as Currys is always a last resort originally but they didn't stock the model we need. What is an LBA?

JJ_Egan

LBA  letter before action/ claim google for templates.