LazySpa Warranty issue

Lookforhelp1958

Hello 
I was wondering if someone could give me a bit of advice about a warranty issue.   We have a Lazy Spa Maldives Hot Tub which practically overnight started pumping out thousands of black bits from the jets, etc.     Upon investigation we discovered that it was a fault with these tubs where the interior pipework disintegrates.  We raised a warranty claim and it was approved and we were told that to ensure that a new liner would be despatched we had to cut a piece of the hot tub to show the serial number, etc.   We promptly did so and then received a further email saying that the warranty was approved (again !) and they would despatch a new liner (the inflatable bit) when they were back in stock.  This was two weeks ago and we have an unusable hot tub and despite contact them several times no date for the replacement's despatch.     Yet if we wanted to buy the liner on their website it is showing as in stock ready for immediate despatch.   

We are also concerned if it happens again as they have told us that the warranty still only runs from the original purchase date; not the date we receive the replacement.

The question I am asking do I have any further rights as a consumer as regards this; is there anyway I can force them to send me one from the website shop, get a refund from mastercard ?  People keep telling me different things but I just want to get my hot tub up and running again as soon as I can    Thank you very much.

What did I buy - Lazyspa Maldives Hydrojet Pro 2021
When did I buy it - November 2021
Where did I buy it - Charlie's Direct
What did I pay - Around £1000
How did I pay - Mastercard Credit Card

DullGreyGuy

Have learnt many times that what a webpage says and what the reality is doesn't always correlate 

Having approached the manufacturer and gone down the warranty route, and especially having now caused damage to the goods at the manufacturer's instruction, you probably just need to keep on them. Your rights are bound by the terms of the warranty and so read what it says about timescales etc. 

Personally I'd have gone down the statutory rights route first with the retailer but having now sliced the thing deliberately I'd strongly suspect that the retailer can at least argue with you that its no longer their problem due to the user damage which may limit their options. 

It's certainly normal for there to be no extension on a replacement for either warranties or statutory rights. The advantage on statutory rights is that after two failures you can demand a refund (though this can be discounted to reflect the use you've had from the item). 

Aylesbury_Duck

I agree with the above.  Your consumer rights will be tricky to exercise now, so persevere with the warranty route.  It's normal for warranty periods to not reset - the warranty will be to provide you with a working product for a set period of time, not to continually extend that period of a part fails.

Lookforhelp1958

Thank you very much .   I’m emailing them every couple of days 🙄 to keep on top of it .  

born_again

Lookforhelp1958 said:

Hello 
I was wondering if someone could give me a bit of advice about a warranty issue.   We have a Lazy Spa Maldives Hot Tub which practically overnight started pumping out thousands of black bits from the jets, etc.     Upon investigation we discovered that it was a fault with these tubs where the interior pipework disintegrates.  We raised a warranty claim and it was approved and we were told that to ensure that a new liner would be despatched we had to cut a piece of the hot tub to show the serial number, etc.   We promptly did so and then received a further email saying that the warranty was approved (again !) and they would despatch a new liner (the inflatable bit) when they were back in stock.  This was two weeks ago and we have an unusable hot tub and despite contact them several times no date for the replacement's despatch.     Yet if we wanted to buy the liner on their website it is showing as in stock ready for immediate despatch.   

We are also concerned if it happens again as they have told us that the warranty still only runs from the original purchase date; not the date we receive the replacement.

The question I am asking do I have any further rights as a consumer as regards this; is there anyway I can force them to send me one from the website shop, get a refund from mastercard ?  People keep telling me different things but I just want to get my hot tub up and running again as soon as I can    Thank you very much.

What did I buy - Lazyspa Maldives Hydrojet Pro 2021
When did I buy it - November 2021
Where did I buy it - Charlie's Direct
What did I pay - Around £1000
How did I pay - Mastercard Credit Card

Warranty runs from when you bought the Spa, not when you got the replacement. Unless there is something in the warranty that says otherwise.
But it would be unusual. Otherwise you can keep claiming & get a new one ad infinitum.

visidigi

Lookforhelp1958 said:

Thank you very much .   I’m emailing them every couple of days 🙄 to keep on top of it .  

Every couple of days is a bit excessive - they can't give you what they don't have. Maybe email them in a weeks time and ask them for an update and if no update at what point do they need to look to alternative ways of making good here.