Faulty hedge trimmer

Lewis.

Keep_pedalling said:

Lewis. said:

Ok thanks, seems pointless to have a one year warranty then when it's clearly not worth the paper it's written on.  What is confusing is that this approach seems to vary from retailer to retailer.  If it was over one year old I would accept this but the fact it has not lasted a year in my mind makes this clear that is not fit for the purpose for which it is intended.  I can hand on heart say it's not been mistreated in any way so this should be revealed upon inspection.  Can i request a replacement then instead of a repair?  I don't really want one that's been interfered with by a third party repair shop.

Yes it is, if it is faulty they will fix it, if it can’t be fixed you get a replacement. It would be nuts to just scrap every faulty device if it is cheaper to fix it. Would you expect a replacement car just because a wiper motor failed in the first year of ownership?

I didn’t suggest they scrap it. Lots of companies refurb warranty repairs and sell them at a discounted price. That is what I believe should happen in this case. Drawing a comparison to a car with a broken wiper is nonsensical as it is a completely different thing. 

DB1904 said:

Lewis. said:

Here is the manufacturer warranty section here, it's actually 2 years.  The store I assume has differnt terms although they have stated they are an approved retailer of these products so these should flow through to the customer:

https://www.stihl.co.uk/stihl-warranty-policy.aspx

Until they examine it how do the determine it's not damaged through misuse?

I’ve already stated it’s not damaged due to misuse you mustn’t have read my post above? Also not sure how you misuse a hedge cutter and how they’d prove that either. The external casing is like new and the blades are in good condition so it’s obvious that it’s been well cared for. 

In respect to warranty and consumer rights I know they are separate but the principle is related as the warranty should cover the unit and the fact it’s failed within that warranty period to me makes it obvious that it’s not suitable for the purpose. Maybe I am just being dumb but I can’t see how no one else can appreciate this? I know I can’t reject it as the time frame for that has elapsed but surely a replacement unit should be provided? 

Aylesbury_Duck

Lewis. said:

Keep_pedalling said:

Lewis. said:

Ok thanks, seems pointless to have a one year warranty then when it's clearly not worth the paper it's written on.  What is confusing is that this approach seems to vary from retailer to retailer.  If it was over one year old I would accept this but the fact it has not lasted a year in my mind makes this clear that is not fit for the purpose for which it is intended.  I can hand on heart say it's not been mistreated in any way so this should be revealed upon inspection.  Can i request a replacement then instead of a repair?  I don't really want one that's been interfered with by a third party repair shop.

Yes it is, if it is faulty they will fix it, if it can’t be fixed you get a replacement. It would be nuts to just scrap every faulty device if it is cheaper to fix it. Would you expect a replacement car just because a wiper motor failed in the first year of ownership?

I didn’t suggest they scrap it. Lots of companies refurb warranty repairs and sell them at a discounted price. That is what I believe should happen in this case. Drawing a comparison to a car with a broken wiper is nonsensical as it is a completely different thing. 

DB1904 said:

Lewis. said:

Here is the manufacturer warranty section here, it's actually 2 years.  The store I assume has differnt terms although they have stated they are an approved retailer of these products so these should flow through to the customer:

https://www.stihl.co.uk/stihl-warranty-policy.aspx

Until they examine it how do the determine it's not damaged through misuse?

I’ve already stated it’s not damaged due to misuse you mustn’t have read my post above? Also not sure how you misuse a hedge cutter and how they’d prove that either. The external casing is like new and the blades are in good condition so it’s obvious that it’s been well cared for. 

In respect to warranty and consumer rights I know they are separate but the principle is related as the warranty should cover the unit and the fact it’s failed within that warranty period to me makes it obvious that it’s not suitable for the purpose. Maybe I am just being dumb but I can’t see how no one else can appreciate this? I know I can’t reject it as the time frame for that has elapsed but surely a replacement unit should be provided? 

You know it's not been misused, but they dont, and they're entitled to inspect it rather than take your word for it, if you want them to act.

As to people not appreciating your point, I don't think that's the case, but empathy has nothing to do with your consumer or warranty rights.  Having the agreement of a bunch of people on a forum adds no weight to your rights or your case.

A replacement unit should only be provided if that's what the warranty promises in these circumstances (it seems it doesn't) or if the retailer, after inspecting thw item, agrees it is faulty and elects to replace it.  Even then, they are at liberty to decide to repair it or partially refund you.  Their choice, not yours, but you can of course express a preference.

Lewis.

Aylesbury_Duck said:

Lewis. said:

Keep_pedalling said:

Lewis. said:

Ok thanks, seems pointless to have a one year warranty then when it's clearly not worth the paper it's written on.  What is confusing is that this approach seems to vary from retailer to retailer.  If it was over one year old I would accept this but the fact it has not lasted a year in my mind makes this clear that is not fit for the purpose for which it is intended.  I can hand on heart say it's not been mistreated in any way so this should be revealed upon inspection.  Can i request a replacement then instead of a repair?  I don't really want one that's been interfered with by a third party repair shop.

Yes it is, if it is faulty they will fix it, if it can’t be fixed you get a replacement. It would be nuts to just scrap every faulty device if it is cheaper to fix it. Would you expect a replacement car just because a wiper motor failed in the first year of ownership?

I didn’t suggest they scrap it. Lots of companies refurb warranty repairs and sell them at a discounted price. That is what I believe should happen in this case. Drawing a comparison to a car with a broken wiper is nonsensical as it is a completely different thing. 

DB1904 said:

Lewis. said:

Here is the manufacturer warranty section here, it's actually 2 years.  The store I assume has differnt terms although they have stated they are an approved retailer of these products so these should flow through to the customer:

https://www.stihl.co.uk/stihl-warranty-policy.aspx

Until they examine it how do the determine it's not damaged through misuse?

I’ve already stated it’s not damaged due to misuse you mustn’t have read my post above? Also not sure how you misuse a hedge cutter and how they’d prove that either. The external casing is like new and the blades are in good condition so it’s obvious that it’s been well cared for. 

In respect to warranty and consumer rights I know they are separate but the principle is related as the warranty should cover the unit and the fact it’s failed within that warranty period to me makes it obvious that it’s not suitable for the purpose. Maybe I am just being dumb but I can’t see how no one else can appreciate this? I know I can’t reject it as the time frame for that has elapsed but surely a replacement unit should be provided? 

You know it's not been misused, but they dont, and they're entitled to inspect it rather than take your word for it, if you want them to act.

As to people not appreciating your point, I don't think that's the case, but empathy has nothing to do with your consumer or warranty rights.  Having the agreement of a bunch of people on a forum adds no weight to your rights or your case.

A replacement unit should only be provided if that's what the warranty promises in these circumstances (it seems it doesn't) or if the retailer, after inspecting thw item, agrees it is faulty and elects to replace it.  Even then, they are at liberty to decide to repair it or partially refund you.  Their choice, not yours, but you can of course express a preference.

Thanks. By appreciate I meant ‘understand’ but I was trying to be polite. Maybe I’ve explained it badly but never mind. I just can’t fathom how the procedure varies so wildly from retailer to retailer when surely there should be some kind of blanket law governing it (I incorrectly assumed this was the consumer act it seems). Still doesn’t make sense to me and I don’t agree or think it’s right but I have no choice and just have to suck it up it seems. Not much I can do. I just won’t shop there ever again as they seem to think it’s fine to leave a customer without a tool for weeks on end when I’ve done absolutely nothing wrong. Do I get any compensation for being put out when it turns out I was right? No. Zero remedy for the Customer. 

unholyangel

Lewis. said:

Keep_pedalling said:

Lewis. said:

Ok thanks, seems pointless to have a one year warranty then when it's clearly not worth the paper it's written on.  What is confusing is that this approach seems to vary from retailer to retailer.  If it was over one year old I would accept this but the fact it has not lasted a year in my mind makes this clear that is not fit for the purpose for which it is intended.  I can hand on heart say it's not been mistreated in any way so this should be revealed upon inspection.  Can i request a replacement then instead of a repair?  I don't really want one that's been interfered with by a third party repair shop.

Yes it is, if it is faulty they will fix it, if it can’t be fixed you get a replacement. It would be nuts to just scrap every faulty device if it is cheaper to fix it. Would you expect a replacement car just because a wiper motor failed in the first year of ownership?

I didn’t suggest they scrap it. Lots of companies refurb warranty repairs and sell them at a discounted price. That is what I believe should happen in this case. Drawing a comparison to a car with a broken wiper is nonsensical as it is a completely different thing. 

DB1904 said:

Lewis. said:

Here is the manufacturer warranty section here, it's actually 2 years.  The store I assume has differnt terms although they have stated they are an approved retailer of these products so these should flow through to the customer:

https://www.stihl.co.uk/stihl-warranty-policy.aspx

Until they examine it how do the determine it's not damaged through misuse?

I’ve already stated it’s not damaged due to misuse you mustn’t have read my post above? Also not sure how you misuse a hedge cutter and how they’d prove that either. The external casing is like new and the blades are in good condition so it’s obvious that it’s been well cared for. 

In respect to warranty and consumer rights I know they are separate but the principle is related as the warranty should cover the unit and the fact it’s failed within that warranty period to me makes it obvious that it’s not suitable for the purpose. Maybe I am just being dumb but I can’t see how no one else can appreciate this? I know I can’t reject it as the time frame for that has elapsed but surely a replacement unit should be provided? 

The comparison was a fair one. The point of it being that it may be something relatively simple (a nut or connection that wasn't tightened properly and came loose with use). 

The retailer are actually going further than they have to. They could have left it up to you to obtain a report showing the goods inherently failed to conform.

As ducky says, may be obvious to you but isn't to anyone else. For all they know it's sat in a hut with damp problems or in a steamy kitchen or has been dropped which knocked the internals etc. There are many things which can happen to an electric object which won't show any damage on the outside. 

Also, you may find they'll replace it anyway. So you could be worrying over nothing. Get your ducks (but not our newly resident duck) lined up, but don't shoot them until you need to. 

Aylesbury_Duck

You're not a professional gardener by any chance?  If you're just a regular consumer, you're expected to mitigate your "losses", e.g. borrow a hedgetrimmer from someone or just let the hedges go uncut for a few weeks, you're not really suffering a loss, just an inconvenience.  

If you are a gardener, then it's a business purchase, and if continuity of use is vital for your business, you'd need to use a supplier that provided the sort of contract you'd need in the event of a breakdown rather than just buying from the sort of place the general public buy from.

user1977

Lewis. said:

Aylesbury_Duck said:

Lewis. said:

Keep_pedalling said:

Lewis. said:

Ok thanks, seems pointless to have a one year warranty then when it's clearly not worth the paper it's written on.  What is confusing is that this approach seems to vary from retailer to retailer.  If it was over one year old I would accept this but the fact it has not lasted a year in my mind makes this clear that is not fit for the purpose for which it is intended.  I can hand on heart say it's not been mistreated in any way so this should be revealed upon inspection.  Can i request a replacement then instead of a repair?  I don't really want one that's been interfered with by a third party repair shop.

Yes it is, if it is faulty they will fix it, if it can’t be fixed you get a replacement. It would be nuts to just scrap every faulty device if it is cheaper to fix it. Would you expect a replacement car just because a wiper motor failed in the first year of ownership?

I didn’t suggest they scrap it. Lots of companies refurb warranty repairs and sell them at a discounted price. That is what I believe should happen in this case. Drawing a comparison to a car with a broken wiper is nonsensical as it is a completely different thing. 

DB1904 said:

Lewis. said:

Here is the manufacturer warranty section here, it's actually 2 years.  The store I assume has differnt terms although they have stated they are an approved retailer of these products so these should flow through to the customer:

https://www.stihl.co.uk/stihl-warranty-policy.aspx

Until they examine it how do the determine it's not damaged through misuse?

I’ve already stated it’s not damaged due to misuse you mustn’t have read my post above? Also not sure how you misuse a hedge cutter and how they’d prove that either. The external casing is like new and the blades are in good condition so it’s obvious that it’s been well cared for. 

In respect to warranty and consumer rights I know they are separate but the principle is related as the warranty should cover the unit and the fact it’s failed within that warranty period to me makes it obvious that it’s not suitable for the purpose. Maybe I am just being dumb but I can’t see how no one else can appreciate this? I know I can’t reject it as the time frame for that has elapsed but surely a replacement unit should be provided? 

You know it's not been misused, but they dont, and they're entitled to inspect it rather than take your word for it, if you want them to act.

As to people not appreciating your point, I don't think that's the case, but empathy has nothing to do with your consumer or warranty rights.  Having the agreement of a bunch of people on a forum adds no weight to your rights or your case.

A replacement unit should only be provided if that's what the warranty promises in these circumstances (it seems it doesn't) or if the retailer, after inspecting thw item, agrees it is faulty and elects to replace it.  Even then, they are at liberty to decide to repair it or partially refund you.  Their choice, not yours, but you can of course express a preference.

I just can’t fathom how the procedure varies so wildly from retailer to retailer when surely there should be some kind of blanket law governing it

There is a blanket law, but the "blanket" is a set of minimum rights - obviously some retailers will be more helpful than others when customers have problems.

Lewis.

Thanks all.  No it is just a garden tool for personal use not for business or anything.  I will have to wait and see what they say.  Despite everything I cannot get my head around the fact that it is under 12 months old with a warranty yet I am the one being put in a position of inconvenience.  I still think it's unfair.  Most places would just replace it and be done with it, then if it turns out to be a simple fix it gets refurbed and sold as such, loads of manufacturers do this.  Now I have to have something that's been repaired by a micky mouse repair shop not even stihl, not happy but there's nothing I can do. 

neilmcl

Lewis. said:

Thanks all.  No it is just a garden tool for personal use not for business or anything.  I will have to wait and see what they say.  Despite everything I cannot get my head around the fact that it is under 12 months old with a warranty yet I am the one being put in a position of inconvenience.  I still think it's unfair.  Most places would just replace it and be done with it, then if it turns out to be a simple fix it gets refurbed and sold as such, loads of manufacturers do this.  Now I have to have something that's been repaired by a micky mouse repair shop not even stihl, not happy but there's nothing I can do. 

That's because you're still not getting the fact that a warranty, offered by the manufacturer and bound by their own T&Cs, is completely different to your statutory consumer rights, which are between you and the retailer.

You also really need to stop being so disparaging about people, calling them clowns or "mickey mouse" operators. The repair shop will be authorised to carry out the repair by Stihl and more than likely to just as good a job as fixing than the factory could do, which they (the factory) probably don't have a facility to do anyway.

macman

Neither your one year manufacturer warranty nor your statutory rights under CRA 2015 entitle you to an automatic 'replacement on demand' after nearly a year, which is what you seem to be expecting.
Whom do you expect to mend it? They're hardly going to send it back to the factory. All reputable manufacturers use authorised repair agents based in the individual sales territories

Al_Ross

So, what is the fault scenario with the hedge trimmer and what was the purchase price?