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Help on rights with faulty garden hose sprayer
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boots_babe
Posts: 3,295 Forumite


Hi,
I bought a garden hose spray head from Amazon, just under one year ago (it'll be one year next week). Over recent months it's become intermittent and now won't work at all.
I tried contacting Amazon customer services, they said I must message the seller directly, which I have done. Their default response was that I had to take it up with the manufacturer not them, which I know is incorrect.
I reminded them of their responsibility under the SOGA and they have now said I can return it at my own cost, and they will send to the manufacturer to 'test for misuse and faults'. They also say that 'As the Warranty is with the manufacturer it is down to them to decide if this can be repaired, replaced or has been misused.'
I just wanted to check please whether
(a) it's correct that I must pay return postage - I suspect it is, but just want to check, and
(b) whether their process of sending to manufacturer is correct.
If it's all as expected that's fine, I'll pay to post back and wait. But I'm just wary given that they started out trying to avoid their responsibility, and have now only grudgingly offered this approach after I've persisted. So I don't really trust them to do the right thing.
Many thanks.
I bought a garden hose spray head from Amazon, just under one year ago (it'll be one year next week). Over recent months it's become intermittent and now won't work at all.
I tried contacting Amazon customer services, they said I must message the seller directly, which I have done. Their default response was that I had to take it up with the manufacturer not them, which I know is incorrect.
I reminded them of their responsibility under the SOGA and they have now said I can return it at my own cost, and they will send to the manufacturer to 'test for misuse and faults'. They also say that 'As the Warranty is with the manufacturer it is down to them to decide if this can be repaired, replaced or has been misused.'
I just wanted to check please whether
(a) it's correct that I must pay return postage - I suspect it is, but just want to check, and
(b) whether their process of sending to manufacturer is correct.
If it's all as expected that's fine, I'll pay to post back and wait. But I'm just wary given that they started out trying to avoid their responsibility, and have now only grudgingly offered this approach after I've persisted. So I don't really trust them to do the right thing.
Many thanks.
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Comments
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As it's over 6 months old, it is no longer the default position that the item is assumed to be faulty. It is therefore not unreasonable to ask you to pay for postage initially. If the item is found to be faulty (as in, a manufacturing/design fault, not broken through use), then they should refund the postage (and then fix/replace/refund them item)
The sending it to the manufacturer is a bit less clear. In theory it's the retailers responsibility to deal the the manufacturer. However, if all they're going to do is send it to the manufacturer anyway, then all you'll get by insisting on sending it to them is further delay.0 -
How much did the garden hose spray head cost?
What is the expected life of the product?
Is it worth pursuing?1 -
Ergates said:As it's over 6 months old, it is no longer the default position that the item is assumed to be faulty. It is therefore not unreasonable to ask you to pay for postage initially. If the item is found to be faulty (as in, a manufacturing/design fault, not broken through use), then they should refund the postage (and then fix/replace/refund them item)
The sending it to the manufacturer is a bit less clear. In theory it's the retailers responsibility to deal the the manufacturer. However, if all they're going to do is send it to the manufacturer anyway, then all you'll get by insisting on sending it to them is further delay.
The more I think about it, I fear that the supplier is simply being awkward in the hope that I come to the conclusion that it's easier and less hassle to go direct to the manufacturer :-(0 -
Grumpy_chap said:How much did the garden hose spray head cost?
What is the expected life of the product?
Is it worth pursuing?0 -
Sounds like you bought via Amazon Marketplace and not Amazon? If so your contract is with the seller and not Amazon.0
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Flight3287462 said:Sounds like you bought via Amazon Marketplace and not Amazon? If so your contract is with the seller and not Amazon.0
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What is the fault with the item ??
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Spray heads regularly give up the ghost in my experience.
Its usually because they don't like being outside when the temperature drops & its frosty. They freeze up & the expansion of the water turning to ice knackers the unit.
Is it possible that could have happened to yours?
If yes then its time to splash out on a new one (see what I did there....)
If no then I would try getting in touch with the manufacturer.
If I hit a brick wall there too then I guess I would then have to weigh up if its worth wasting more of my time for £25?Was it really "everybody" that was Kung Fu fighting ???0 -
I get that it's annoying to spend £25 on a spray head, but they are not really durable items. In fact, the more expensive ones probably have more to break, as per @Korkyb.
I have really concluded that the life of anything small for the garden is one season and anything into second season or beyond is a bonus.
When it comes to spray heads, the best we found was £2 in Tesco. Not a great coverage range for the lawn but simple and nothing to go wrong.0 -
Hmm fair enough. My own experience is that I can't actually remember the last time I bought a new spray head, as our old ones we've had for years and years. We only bought this one because we moved house and had an additional hosepipe and tap, so needed another head.
But if people are saying they don't last, perhaps we have been lucky until now. I would still say it's very disappointing if you spend £25 on an item and it doesn't even last a year though.0
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