Faulty coffee machine. See the seller or manufacturer?

theonlywayisup

If you report the issue within the first 6 months then your timeline starts then apropos any Consumer Rights you are exercising. 

If the repair fails then you can exercise your right to a refund. 

JJ_Egan

OP would be better with a jar of Nescafe no thinking required .

JustAnotherSaver

 Chortle, guffaw, cackle, har-har. Anyway, while i look for the sewing kit for my sides....

What a farce this is. I get a phone call from Curry's as they can't book in the machine with Nespresso without my say-so direct to Nespresso. GDPR nonsense.

So I go to the store to give my approval over the phone as discussed with Nespresso only for Nespresso on the phone to me in Currys to say they want me to start testing the machine out in store. Fill the water tank up and plug in. Ok the guy can do this but as he's rushing about to try and get some water, Nespresso then say you'll need a pod as well.

Yes, I'm in Currys, not an actual Nespresso shop my dear. They don't just keep pods at the ready for occasions like these.

So they (Nespresso) wont go ahead without me having tested it out with them while on the phone. So I had to take my machine back home.

All sounds a bit of a carry on. Based on what I've read here, my contract is with Currys so as far as i'm aware, I take the machine to Currys and tell them to get it sorted, in a way.

This carry on with Nespresso sounds like I have to run some over the phone tests, have more pools of coffee on my worktop that I have to clean up only for Nespresso to then say your machine is leaking, you need to send it off to us.

For me to then have to run around looking for a way to package it, do so securely, and then send it off at my own cost.

Sounds a bit wrong?

JustAnotherSaver

Am I correct in thinking Nespresso are incorrect (in that they're wanting me to jump through fault finding hoops and use more capsules while on the phone to them - and then I suspect post it off to them myself so basically completely ignoring Currys)?

Have raised official complaint with Nespresso. I said UK consumer law dictates that my contract is with Currys and I should be fine to return the machine to them for Currys to then handle the fault and return to me a fully working machine.

It wouldn't be the first time that I end up being completely wrong though.

Jenni_D

Your consumer rights are with the seller - Currys.

Your warranty rights are with the warranty provider - usually the manufacturer but sometimes the seller.

JustAnotherSaver

From your post I gather that I am correct then.

It's all well and good me telling Nespresso that my consumer rights are with Currys but at the moment they seem to be digging their heels in. We hear you but we don't care, just do what we say kind of thing.

So if I understand correctly then at this stage "your consumer rights are with Currys" mean that as it's sub 6 months and the machine is acting up, I simply take back to Currys and they should get a replacement/refund/repair sorted. They tell me I didn't take out extra coverage (that'd qualify me for a replacement), which sounds about right as I generally don't, which leaves refund (at this stage no thanks) or repair.

Nespresso are wanting me to forget Currys entirely and totally deal with them directly myself. I forgot to add that there was requirement to create accounts etc (already done anyway) with Nespresso to get this machine sorted.

If this was 12 months in then fair enough, I imagine I'd have to deal entirely with Nespresso, but we're not 12 months in.

So to advance a question that I can see coming sooner or later .... what happens if we have the following scenario....

CURRYS: Sorry sir, we can't do anything, Nespresso wont play ball and want your approval, which we know you gave but they then took over everything so it's out of our hands now.

NESPRESSO: Forget Currys, you deal entirely with us yourself and you jump through our hoops.

Do i go up the complaint chain with Nespresso for blocking a repair or is it with Currys for being wet wipes and not getting Nespresso told that it's on them (Currys) to get it sorted? Note: that question is separate to a consumer rights question. Ultimately it appears that it's Nespresso via Currys that will repair the unit, but Nespresso are saying no-can-do.

k3lvc

Your issue here is with Currys choosing not to refund/replace but instead repair whilst Nespresso want to generate a relationship with you. I’m 10yrs+ as a Nespresso customer and never had an issue (and a similar length not being a Currys customer)

If you want to assert rights then you start with Currys, if you want a solution then you work with Nespresso 

Zandoni

There's no need to worry about your consumer rights, your coffee machine comes with a years guarantee. Even though you bought it from Currys it will be much easier to deal direct with Nespresso.

JustAnotherSaver

I should've added that to be fair the guy I dealt with at Curry's tried his best. He tried getting me another machine and said although I wasn't eligible for an exchange he was happy to override that and give me one but they had no machine in and didn't seem to be able to get one, even in a different colour which I wasn't too fussed about (the colour). Said he wasn't allowed to replace with a dearer model.

I should maybe try again to see if they've had a delivery. 

JustAnotherSaver

Well I got a response from Nespresso on my complaint...

Hi there, thanks for this information. After the first 30 days guarantee, Nespresso then provides the repair warranty on our machines. We would collect and repair the machine ourselves, after completing a full troubleshoot over the telephone. This information is available on our FAQ page at https://!!!!!!/3fAMpgy. We do of course appreciate your frustration, however we are unable to provide Currys with authorisation for a repair. We would therefore recommend calling our Technical Team on freephone 0800 442 442, selecting option 3, when you're with the machine, so that troubleshooting can be completed at your earliest convenience. Our apologies for any confusion.

At least they collect themselves.

I called in at Currys to see if they'd had a delivery since and they hadn't so it looks like I'll now have to deal directly with Nespresso.