New Pinball Machine - Fault and struggling to get repair

mxxx

After years of deliberating my Wife and I finally purchased ourselves a pinball machine before Christmas. We opted to buy a new machine from an established business with a 2 year warranty for peace of mind. The machine took a long time to get to us but we were pretty much expecting this, however 5 days after it was delivered and installed it failed completely. As this was over Christmas I was unable to contact anyone at the company until several days later and when I did get through it transpired that they don't actually repair machines themselves but use a single guy who they hire adhoc when needed.
They contacted him, he contacted me and he told me he was over 200 miles away so wasn't keen on coming down until he knew what part(s) he'd need.
I ended up opening the machine while following his advice and found some wires had been pinched down the side of the playfield and had cut through and shorted, causing the machine to stop. Once I free'd these up the machine started working again so he asked me to repair them.
As I'm an IT engineer anyway I was happy to solder and heatshrink the wires (it was only a small repair) and the engineer was happy with this too but the initial short had caused a component to burn out on a seperate board, which now had scorch marks on it and was causing a small niggle (the machine now doesn't recognise when you open the coin door).
The engineer assured me he'd get a replacement board to swap out the one with the burnt out component and we left it there but after a few weeks I chased him up and he told me it could be months before he's able to get the part.
I then made the (possible mistake?) step of contacting the company that sold me the machine to state my dissatisfaction that I'd had to carry out troubleshooting and repair myself and that I was not happy there was no time limit on when I might get the new part to finish the repair. As such, i'd asked for some sort of compensation and an extension of the warranty from the date the part was swapped.

The company are insisting that they come and collect the machine so they can take it back to their offices and repair/refurb the machine. I've argued that I don't want them to take it away as i'll have nothing to play then (it wasn't cheap) and that if the engineer can't get a part quickly I assume they'd be in the same boat so could potentially have my machine for an indefinite number of months.
I said the only way i'd be happy for them to take it was if they could leave me another machine to play while I wait, they refused (despite them holding stock of a dozen or so refurbished machines) and insist they collect the machine for repair.

I'm not sure what to do now, I really don't want them to take the machine and leave me with nothing but i'm now concerned that they're not even going to follow through with replacing the board with the burnt out component. Can anyone advise on what my rights are here and/or any sensible suggestions on what I should do? Also after another opinion as to if I'm being unreasonable.

Sandtree

Unfortunately there is a global chip shortage and I am not sure if pin ball manufacturers have the deepest pockets to secure what they need. This is out of the reasonable control of the vendor.

The law really only recognises four remedies... repair, replace, refund or reduce the price to accept the fault... clearly two parties can agree anything else that works between themselves but its not something you can enforce. So you have no grounds to demand any compensation or extended warranty whilst its being repaired. From what you mention the issue doesnt have a major impact on function and sounds like you are better off waiting for them to repair it after the part arrives 

Aylesbury_Duck

Given you're not prepared to have them take the machine away, it's up to you to choose the route that inconveniences you the least.  That seems to be Sandtree's suggestion that you carry on playing and await the eventual repair.

mxxx

Thanks for the replies both, you offer wise words and I think I was reaching that conclusion too. I'll sit tight and hope that I've not delayed the delivery of the part by making a fuss.