New car key fob not working properly.

mrcactus

About 3 months ago I had a new key fob from renault ordered and re programmed to the car to allow the keyless entry to the car.

That side of it works fine but the buttons on the fob itself to lovk/unlock the car don't work. I didn't test it when I collected the key as I only tested the keyless entry.

I called renault today and they said it sounds like the buttons on the fob have failed and I need to get a new key done. I said are you telling me I have to pay for it myself, despite spending £300 in total for this and it doesn't work properly.

What are my rights here with a product I've paid for that essentially doesn't work 3 months down the line?

Any help or advice would be appreciated here. Thank you. 

Okell

Assuming you've bought it as a stand alone transaction then, if it failed within 6 months, s19(14) of the Consumer Rights Act 2015 (legislation.gov.uk) creates a legal presumption that it was faulty at the time when you bought it, unless the seller can establish otherwise.

Assuming Renault can't demonstrate that you've broken it or damaged it in some way, then under the legislation linked to above you are entitled to a repair or a replacement - both free of charge.

Alderbank

Exactly as above.

Make it very clear to them that you are claiming due to your rights under that section of the Act.

mrcactus

Thanks both. I've sent them an email (as they are closed now) quoting the act. Let's see if they reply. On my invoice from them, there's even a warranty number so why the hell the guy said I need to pay again I don't know!

RefluentBeans

mrcactus said:

Thanks both. I've sent them an email (as they are closed now) quoting the act. Let's see if they reply. On my invoice from them, there's even a warranty number so why the hell the guy said I need to pay again I don't know!

Optimistic in me says poor training and junior member of staff not sure of a process. 

Neutral in me says that if it’s a more senior person than they’re confused in your reason for return or are too ignorant to know the law. 

Pessimist in me says that they hope you don’t question it and just pay for it again. 

Always hope for the former, and it’s normally either the middle or latter that’s the case. That’s the reason the advice is to make it crystal clear the reason you’re returning it - to limit the ‘confusion’ that staff have…

born_again

mrcactus said:

About 3 months ago I had a new key fob from renault ordered and re programmed to the car to allow the keyless entry to the car.

That side of it works fine but the buttons on the fob itself to lovk/unlock the car don't work. I didn't test it when I collected the key as I only tested the keyless entry.

I called renault today and they said it sounds like the buttons on the fob have failed and I need to get a new key done. I said are you telling me I have to pay for it myself, despite spending £300 in total for this and it doesn't work properly.

What are my rights here with a product I've paid for that essentially doesn't work 3 months down the line?

Any help or advice would be appreciated here. Thank you. 

So who reprogramed the fob to allow keyless entry?

Is this std for your car?

mrcactus

born_again said:

mrcactus said:

About 3 months ago I had a new key fob from renault ordered and re programmed to the car to allow the keyless entry to the car.

That side of it works fine but the buttons on the fob itself to lovk/unlock the car don't work. I didn't test it when I collected the key as I only tested the keyless entry.

I called renault today and they said it sounds like the buttons on the fob have failed and I need to get a new key done. I said are you telling me I have to pay for it myself, despite spending £300 in total for this and it doesn't work properly.

What are my rights here with a product I've paid for that essentially doesn't work 3 months down the line?

Any help or advice would be appreciated here. Thank you. 

So who reprogramed the fob to allow keyless entry?

Is this std for your car?

Renault themselves. They ordered a new keyfob for me from France then re programmed it in the dealership. Yes, this was extra on the car.

mrcactus

Following on from my post a few months ago: https://forums.moneysavingexpert.com/discussion/comment/80317227#Comment_80317227

dropped off my car at Renault today at 10am this morning. Had a call at 5pm this evening to ask if I had another key so they could further investigate why the new key they gave me and re-programmed to the car isn't working. The wooman I spoke to said if they can't find out what's wrong with the key THEY provided and programmed to the car, then I would need to pay for another one.

I explained to her the guy I spoke to said the key will be under a warranty and as long as I haven't caused any sort of damage to the car then there will be no charge to me as it is Renault's responsibility. She said she had no record of that phone call and the only warranty would be with the car and the key would be covered under that warranty, there is no seperate warranty with the key itself.

I explained that the key only half works, therefore your service people have only done half a job. The keyless entry and start works fine which is why I paid £300 in total for this but the buttons on the fob itself do not.

Please can someone tell me where I stand with this? Is this a trading standards thing? If so, how do I go about contacting them?

Thanks in advance! 

ArbitraryRandom

I would ignore the car warranty for now... you purchased a key for your car that doesn't work as intended. You purchased it less than 30 days ago? 

Allowing for the limited info, I think you have the right to a repair/replacement under the CRA (as between 30 days to 6 months after purchase): https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/2/crossheading/what-statutory-rights-are-there-under-a-goods-contract/enacted 

CAB have a useful tool on their site which you might find helpful (plus they can give free advice if you call them): https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

Grumpy_chap

I agree with AR that the key itself (including the associated service of programming the key) has its own warranty / own rights to be be a properly functioning device.
What are the dates of purchase and first reporting the fault?
At the end of September you said:

mrcactus said:

About 3 months ago I had a new key fob from renault ordered and re programmed to the car to allow the keyless entry to the car.

That side of it works fine but the buttons on the fob itself to lovk/unlock the car don't work. I didn't test it when I collected the key as I only tested the keyless entry.

I called renault today and they said it sounds like the buttons on the fob have failed and I need to get a new key done. I said are you telling me I have to pay for it myself, despite spending £300 in total for this and it doesn't work properly.

What are my rights here with a product I've paid for that essentially doesn't work 3 months down the line?

Any help or advice would be appreciated here. Thank you. 

Are you now at five months?

This might have been smoother kept with the previous thread...

Okell

@mrcactus -  the law hasn't changed since your previous thread and my reply to it:

"Assuming you've bought it as a stand alone transaction then, if it failed within 6 months, s19(14) of the Consumer Rights Act 2015 (legislation.gov.uk) creates a legal presumption that it was faulty at the time when you bought it, unless the seller can establish otherwise.

Assuming Renault can't demonstrate that you've broken it or damaged it in some way, then under the legislation linked to above you are entitled to a repair or a replacement - both free of charge"

Go back to whoever you paid £300 for the key and quote the law to them as linked to above.  Tell them that you have paid £300 for a key that works properly, not one that doesn't.  You are legally entitled to a key that works or your money back.

Forget the warranty for now - it's a consumer rights issue and you have a legal right to a key that works - or your money back.

Garages and car dealers etc are so used to dealing (or not dealing) with warranty issues that they seem to have forgotten that the same consumer protection legislation applies to them just as it applies to other retailers.  If they sell you something that doesn't work you have the same protection against them as you do against any other dodgy retailer.

Why has this taken two more months to sort out?  You said in your previous thread you were going to quote to them the law I had linked to.  The six months from purchase bit is important and you must be approaching the end of it by now.  Make sure you tell them you are exercising your statutory consumer rights as enshrined in law and as I have now explained twice.  Don't let them divert you down an irrelevant warranty issue.

And email them - get it in writing.  Don't rely on 'phone conversations, but if you do, confirm the conversation by email