Heat pump tumble dryer leaking

Cheechee

Hello,
Can someone please tell me what my rights are?

I received a new heat pump tumble dryer yesterday and after using it today I've noticed it's leaking water from the top right hand side.  This is not where the water collection tray is, that's in the door.

Am I within my rights to ask them to collect and replace with a different, more expensive tumble dryer (of course I'd pay the difference), or do I have to accept a repair even tho I've only had it 2 days.

Thanks

Aylesbury_Duck

You can reject it.  I suspect they'll be happy to let you upgrade.

Cheechee

Thanks for your quick reply

MattMattMattUK

Cheechee said:

Hello,
Can someone please tell me what my rights are?

I received a new heat pump tumble dryer yesterday and after using it today I've noticed it's leaking water from the top right hand side.  This is not where the water collection tray is, that's in the door.

Am I within my rights to ask them to collect and replace with a different, more expensive tumble dryer (of course I'd pay the difference), or do I have to accept a repair even tho I've only had it 2 days.

Thanks

Why have you decided that you need to spend more money?

Cheechee

Decided to get a better make. The one I've got is the cheapest and whilst another tumble dryer exactly the same as the faulty one would more than likely be ok, having a faulty one has put me off a bit!

Cheechee

Hi,

I emailed the online company last night sending pictures and a video of the leak and asking them to collect the faulty tumble dryer and deliver the new one.

I've just had a reply telling me that the manufacturer likes to deal with issues first hand and I need to contact them.  They have told me that if the issue can't be resolved over the phone they will get an engineer to come and have a look.

Do I have to accept this or can I just reject this machine (as a previous helpful poster said).

I don't want to have to try and trouble shoot a leak over the phone or have an engineer attend to fix a 2 day old machine.

Can someone please tell me how I word my next email to the online seller telling them I wish to reject this machine.

Thanks

m0bov

You can insist the retailer deals with it as your contract is with them. So insist you want a refund.

molerat

You need to tell them you are exercising your right to reject under the Consumer Rights Act 2015.

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

They may or may not be happy to replace with a different model.

Who is the retailer ?

Cheechee

Hi, 

The retailer is AO.com.

Earlier I sent an email saying I am emailing to formally reject the faulty goods and give you clear notice of my right to reject under the Consumer Rights Act 2015.

I have asked for either the faulty product to be collected and replaced with something different or collected and refunded.

They have just replied saying they are happy to speak to the manufacturer on my behalf and they are asking for the serial number and a description of the fault. I have already sent photos and a video of the leak.

What should I do now?

molerat

How did you pay ?

Cheechee

I paid online by visa debit.

Just received another email from them.  They are saying that under their terms and conditions they require the manufacturer to confirm all faults in order to issue a refund or replacement within the first 30 days and they are happy to speak to the manufacturer on my behalf and I need to give them the serial number.

They have said that because I don't want to go down this route they can apply a retention free of up to 45% but would be happy to lower it to 10% given the short time I've had the appliance. I don't really understand what this means.

Do I still have to accept I (or them) need to contact the manufacturer first to get this sorted?