VAX Cordless Vacuum-Premature Battery Failure-VAX wont honour warranty

mr2paul

I purchased a VAX cordless cleaner, but unfortunately, the battery developed a fault shortly after the 12-month warranty period. 

Fortunately, I had already registered for the extended 3-year warranty, or so I thought! 

It turns out that after registering for the extended warranty, VAX had sent me an email requesting a different receipt image that clearly showed the date on receipt. Regrettably, I never came across this email and it is only now, when I tried to claim for the faulty battery, VAX customer support is asking me again for proof of purchase

After several emails back and forth I have now provided everything they have asked for including the proof of purchase and purchase date, they already know I applied for the 3 year warranty

But despite providing all the necessary information, VAX is refusing to replace the faulty battery. 

This is further compounded by the fact that the battery is quite expensive. Considering the battery's premature failure, the incredibly poor customer service I've received, and the fact that they aren't honouring my extended warranty despite after providing all requested information and proof of purchase, I cannot recommend VAX cordless cleaners at all

Postik

I bought a VAX once (it was before battery vacuums were a thing).  I seem to recall it had either a 3 or 5 year warranty.  The filter housing broke during the warranty period (poor design).

When I tried to claim, they said that I first had to buy a new filter.  I pointed out it was nothing to do with the filter, and it was the housing that had broken due to poor design.  They would not back down and would not honour the warranty unless I first purchased a new filter, which at the time seemed quite expensive for what it was.  I wasn't willing to do this because it would be money down the drain if they later made up another excuse.  So the vacuum went down the tip and I vowed never to buy a Vax again, or get suckered in by manufacturers who claim to offer 3-5 year warranties on their products.

Alderbank

@mr2paul, quite apart from the manufacturer's warranty you have rights under the Consumer Rights Act 2015. These are statutory and cannot be taken away.
Consumer rights are with whoever you bought the vacuum cleaner from.
Who was that?

TELLIT01

Sorry to hear about your bad experience @mr2paul and @Postik particularly as my experience of VAX customer service was very different.  I had a battery fail after about 8 months and a new battery was send without any quibble.  A couple of weeks later I had another email saying my replacement battery was on the way.  When a second battery actually arrived I contacted VAX who apologised for the error and told me to keep it.

Postik

TELLIT01 said:

Sorry to hear about your bad experience @mr2paul and @Postik particularly as my experience of VAX customer service was very different.  I had a battery fail after about 8 months and a new battery was send without any quibble.  A couple of weeks later I had another email saying my replacement battery was on the way.  When a second battery actually arrived I contacted VAX who apologised for the error and told me to keep it.

To be fair though, that was after 8 months. What I object to is companies offering longer warranties and then doing everything possible to wangle out of honouring them. I'm guessing it's not just Vax that do this.

macman

You don't need a receipt to show proof of purchase, unless you paid by cash. If you used a card, then a copy of the relevant item on the card or bank statement should be enough.

tacpot12

Small claims court could be an option. If you have home insurance, check to see if you have legal expenses cover. If you can call the legal helpline before you do anything else.