Manufacturer damaged my hot tub

pickledeelsfeet

Hello! 

I bought a hot tub in May 2020 from
an online retailer. In February 2021, the motor stopped working, so The manufacturer collected it and fixed it. When they returned the spa to me, it would no longer stay inflated and clearly has a puncture somewhere.

The tub was returned with marks and footprints all over it. I reported this the day after I received it - March 20. I sent photos immediately and asked for a replacement tub or to return it for a refund, as they damaged it whilst in their care so a patch repair would not be suitable as it’s a temporary fix. It’s been going back and forth since then, they first wanted me to pay for them to repair it, even tho they damaged it. Then they sent a photo of someone else’s hot tub with my name scribbled on a bit of paper and said that it was inflated in their premises - it’s very clearly not a photo of my hot tub. 

Last week they called and tried to blame it on their courier, and I told them they’ll need to take it up with the courier, but it was damaged whilst under their protection so they need to resolve this. 

I’ve spent over 7+ hours on hold to the retailer and they keep telling me their hands are tied and the manufacturer has to collect it so they can do an inspection. But the manufacturer isn’t getting back to me. This saga has been going on for 2 months and they’ve known about the puncture for 48 days now. What can I do to demand my refund, as this clearly isn’t right?

Thanks!

Aylesbury_Duck

pickledeelsfeet said:

Hello! 

I bought a hot tub in May 2020 from
an online retailer. In February 2021, the motor stopped working, so The manufacturer collected it and fixed it. When they returned the spa to me, it would no longer stay inflated and clearly has a puncture somewhere.

The tub was returned with marks and footprints all over it. I reported this the day after I received it - March 20. I sent photos immediately and asked for a replacement tub or to return it for a refund, as they damaged it whilst in their care so a patch repair would not be suitable as it’s a temporary fix. It’s been going back and forth since then, they first wanted me to pay for them to repair it, even tho they damaged it. Then they sent a photo of someone else’s hot tub with my name scribbled on a bit of paper and said that it was inflated in their premises - it’s very clearly not a photo of my hot tub. 

Last week they called and tried to blame it on their courier, and I told them they’ll need to take it up with the courier, but it was damaged whilst under their protection so they need to resolve this. 

I’ve spent over 7+ hours on hold to the retailer and they keep telling me their hands are tied and the manufacturer has to collect it so they can do an inspection. But the manufacturer isn’t getting back to me. This saga has been going on for 2 months and they’ve known about the puncture for 48 days now. What can I do to demand my refund, as this clearly isn’t right?

Thanks!

You may not be entitled to a full refund, because you had 10 months' use from it.  It sounds as if the repair was done under manufacturer warranty.  What do the warranty terms say about repairs, replacements and refunds?

pickledeelsfeet

Hello! It’s covered by an 18 month warranty which I registered at the time of purchase. The repair was done under warranty. If I had punctured the machine myself, I wouldn’t expect a refund or replacement. However they damaged the machine and it was no fault of my own, which is why I’m not happy with a temporary repair. I’ve taken very good care of the machine.

Aylesbury_Duck

pickledeelsfeet said:

Hello! It’s covered by an 18 month warranty which I registered at the time of purchase. The repair was done under warranty. If I had punctured the machine myself, I wouldn’t expect a refund or replacement. However they damaged the machine and it was no fault of my own, which is why I’m not happy with a temporary repair. I’ve taken very good care of the machine.

That's understandable, but if they repair it, you may not be entitled to anything more.  Have they told you that a repair would only be temporary, or have you assumed that?

You've gone down the warranty route, and the new damage has been caused by the manufacturer in the course of that warranty repair, so chasing the retailer at this stage is probably a waste of time.