Vax Platinum Power Max un-usable 6 months after purchase

Suefan2

Can we get an exchange?

My husband bought a Vax Platinum Power Max carpet cleaner in-store from Argos last July.
We hadn't had time to use it until last weekend
(shift patterns, lack of time and several very heavy furniture items & only the two of us old 'uns to move them)

The carpet cleaner was working well for 30 minutes or so then stopped. On inspection the spindle that rotates the spinscrub head had seized up.
Hubby didn't register the cleaner and can't find his receipt - we do have the original box with Argos item number and also his bank statement, although the total bill also included a container of Vax carpet shampoo so £30 more than the cost of the cleaner.

We have tried contacting Vax they want to charge us £16 to speak to an engineer!!

Our daughter pointed out that we should be able to return it to the store as we've only had it seven months = reasonable usage?

Hubby tried taking it back this morning and was told the store returns policy has changed and we only had a 30 day window in which to return it.
We don't want a refund just an exchange.  Sorry for the long post but I've tried to cover any questions that might be asked. Thanks for reading.

Aylesbury_Duck

What was the exact date you purchased it?  Six months is a milestone, and you may be within that.

Vax are doing nothing wrong, if you haven't registered the warranty and that's required for a valid warranty, they don't have an obligation to you.  In my experience, Vax are excellent with their warranties - I had a six year warranty with mine and they replaced a few things without quibbling, two of which were parts that packed up in the sixth year of the warranty!

However, you do have consumer rights with Argos, the approach to which will depend on the exact date of purchase, and whether you're still in the six month period or not.

visidigi

https://support.vax.co.uk/vax-platinum-power-max-carpet-cleaner

Have you been through that? Whats the reason for the £16? The Q&A asks you what condition the part is in to advise resolution.

Rights sit with Argos, VAX do their own support after 30 days. Exchange sits with VAX I believe (its plastered all over the in box material on every VAX product).

born_again

After 6 months you have to have a report to prove a inherent fault. Which you will have to pay for to get.

Are you sure something has not got wedged under spinscrub head?

Suefan2

Thank you for your reply Aylesbury_Duck.
Purchase date on the bank statement was 12th July 2021 so probably outside the limit
I realise without registration there is no warranty - hubby in the dog-house.

Suefan2

born_again
There is nothing wedged under or blocking the spin heads or the brush bar. We took it apart as per instructions in the 'What to do if it goes wrong' section of the leaflet. The spindle won't rotate, it feel as if it's been super-glued in place.

Aylesbury_Duck

Suefan2 said:

Thank you for your reply Aylesbury_Duck.
Purchase date on the bank statement was 12th July 2021 so probably outside the limit
I realise without registration there is no warranty - hubby in the dog-house.

Damn it, that's unlucky.  That means that if Argos won't exchange it, you'll need to get it inspected.  If there's something like a design or manufacturing fault that's caused the problem, Argos would have to offer a remedy.

I'd pursue the Vax option, even if it means you have to pay the £16 to get their verdict.  You can then assess your options once you have the verdict.

Suefan2

visidigi 
Yes we watched the video in your link when we were trying to identify the problem, we did exactly as shown in the demo - seized spindle!
I've just checked husbands phone to find out what the £16 charge is for, and OMG it gets worse - he was talking to someone on Just Answer UK...nothing to do with VAX!

I know VAX can't help us without the original receipt or warranty. 
I've looked at the spare parts page with a view to just buying a replacement spinscrub brush but there doesn't seem to be one to buy.
Seems we are up the proverbial creek...
Anyone want a spare husband?

Aylesbury_Duck

Suefan2 said:

visidigi 
Yes we watched the video in your link when we were trying to identify the problem, we did exactly as shown in the demo - seized spindle!
I've just checked husbands phone to find out what the £16 charge is for, and OMG it gets worse - he was talking to someone on Just Answer UK...nothing to do with VAX!

I know VAX can't help us without the original receipt or warranty. 
I've looked at the spare parts page with a view to just buying a replacement spinscrub brush but there doesn't seem to be one to buy.
Seems we are up the proverbial creek...
Anyone want a spare husband?

What warranty is provided?

You have a couple of options.  To exercise your consumer rights with Argos, find a local repair shop or technician who can take a look and write a report.  It doesn't need to be someone as qualified as a chartered engineer, just someone whose profession is dealing with appliances, electrical goods, etc.  The second option is to buy a second hand one - perhaps even a non-operating one that can be cannibalised for spares, if you're remotely handy with such things.

born_again

Suefan2 said:

visidigi 
Yes we watched the video in your link when we were trying to identify the problem, we did exactly as shown in the demo - seized spindle!
I've just checked husbands phone to find out what the £16 charge is for, and OMG it gets worse - he was talking to someone on Just Answer UK...nothing to do with VAX!

I know VAX can't help us without the original receipt or warranty. 
I've looked at the spare parts page with a view to just buying a replacement spinscrub brush but there doesn't seem to be one to buy.
Seems we are up the proverbial creek...
Anyone want a spare husband?

Make sure that he cancels the membership he may well have to signed into that charges monthly.

https://www.justanswer.co.uk/info/terms-of-service#Charges