Dryer fault continuing after repair

ripplyuk

It’s a Zenith tumble dryer. There was a slight burning smell soon after purchase which was reported to Zenith who advised it might just be the factory chemicals and to see if it improved. It did improve for a while but then it started happening more often. The dryer is now a year old and this burning smell was reported again just before the warranty expired. Zenith sent an engineer who replaced some part of it. However the problem is still occurring. In fact, it’s worse than ever and I’ve stopped using it because I am worried it will cause a fire. Zenith are sending another engineer tomorrow. 

I’m wondering what my rights are with this, both under consumer rights and with the manufacturers warranty (which expired earlier this month). If the problem continues should I keep reporting it to Zenith? Should I contact the retailer instead? How many engineer visits are reasonable? I really need a usable tumble dryer and I’m getting fed up. 

To complicate matters further, this dryer is actually a replacement for a Beko one which was faulty on arrival. It was replaced with this Zenith model within a week, by the retailer. 

shiraz99

Your consumer rights state that you have the final right to reject the dryer for a refund, however the retailer, who you have the rights with, can adjust any refund to take into account the usage you've now had from the machine.

ripplyuk

After his second visit, the engineer told Zenith that the machine is not repairable. Zenith have told me that since it’s now out of warranty, they cannot help. The fault was reported within the warranty period but it was not fixed after the first repair and it took time to get the engineer to return. 

I think Zenith are wrong but I’m not sure what to do. The retailer is ignoring my calls and emails. 

lincroft1710

Your rights lie with the retailer, not the manufacturer

pinkshoes

Who did you buy it from? You need to go back to the retailer rather than the manufacturer. Use the report saying it cannot be repaired and claim through the retailer under the Consumer Rights Act.

ripplyuk

I know my rights are with the retailer but I thought Zenith also had to honour their warranty. Otherwise what is the point of having a warranty if they can simply choose to ignore it? 

ripplyuk

Just to update this, Zenith gave me an uplift number for a brand new replacement dryer, which the retailer is delivering tomorrow. I’m relieved and although it’s taken a while, I think that’s very good customer service from Zenith.