Appliances direct advice - dehumidifier - broken humidistat or a refurb sent.

Ihatethinkingofusernames11

I read again and it says "How to return a product to us:

Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, while this isn’t necessary it does help speed up the process.

Log into our returns portal to create a return request.

We'll arrange to collect the product. You should also make sure the product is securely packaged for the journey. Make sure you include all accessories that arrived with the product.

Once we've received the product back we'll check it over and then contact you with the next steps."

Then I try to go to that returns portal which I assume is under orders and it shows this ;-



So no ability to create a rerun as when I click contact customer services it is one of those e messages which I don't like so no idea where I'm supposed to be able to start a return.

They aim to get back within 48 hours apparently but I think I'll have to phone them as who knows when they'll be back in touch. No option for pictures that way either.

I don't mind ringing them up but is it smart to phone electriq too first if they say maybe I should get a fault reference number although not sure if I need to register a warranty with them before calling them? 

Ihatethinkingofusernames11

Needed to add I haven't registered my warranty with Electriq yet anyway so unsure if I need to before I phone or contact anyone. They do say register within the first 30 days though.

Honestly feel this may be an uphill struggle but will try and do contact Appliances direct or electriq if they need a fault code anyway.

Idk but just reading what some users say on truspilot doesn't fill me with hope and as bad as my Amazon experience was they at least dealt with things swiftly and sent replacements free or charge, commelected it themselves etc.

ArbitraryRandom

Ihatethinkingofusernames11 said:

Hi ArbitraryRandom. I would definitely do the above if they had a clear email address but it's one of those contact forms so I'll have to either list what is up with it and then wait for them or unsure if phoning would be better.

Bullet pointing quickly as on a tea break  

1. you could email headofcustomerservice@buyitdirect.co.uk or the complaints contact you found - as long as it's a valid current public email address and the issue is clearly stated. A contact form is also fine as is a DM via their socials (get a screen shot of your message and confirmation it's been sent). The important thing is to make sure you have proof you informed them of the issue within the first 30 days - which is why I wouldn't recommend phoning unless you tell them you are recording the call for your records (which can get their back up...) 

2. No, your rights within the first 30 days are to reject the goods for a refund. You do not need to allow them to repair or replace. 

3. As HillStreetBlues has said, the set up and installation you have done is irrelevant - you are returning everything that was in the box because you found the appliance was faulty. 

4. You might lose the cashback (not guaranteed) as the refund will void the original transaction. It depends how the system is set up (it's why cashback is normally delayed to allow time for the order to be rejected). 

5. Do not reference the warranty or engage with the warranty provider - you are rejecting the order (inc the warranty) under your statutory rights within the first 30 days - which are better than the warranty. 

6. You should pack the item back up for collection (in the original box and secured) but you are only required to make it available for collection (they may want to issue you a return label and if it's reasonable for you to do so you could take it to the post office, but if it's not reasonable then you can refuse. There's no situation under which you should have to pay for the return out of pocket). 

Ihatethinkingofusernames11

Oh dear. Before I got this I had just phoned them and explained and they forwarded me to the technical team.

I was on the line and my brother was around telling me I'm overthinking everything, and asked to get them phoned, and when I was asking for things in writing he was kind sighing and hurrying me up thinking I'm making a big deal out of everything although I did ask his opinion whilst on the call if it was acceptable as they offered a replacement which he said to take.

Feeling a bit daft now about it now. Have noticed that there is a message bubble that appeared on a different page on the site so I could contact them back again after this and request that they confirm everything was as stated or something along those lines or send in the photos as an additional follow up.

They won't replace it until the item is back with them. I found this strange anyway as he has kind of taken my word for it and also said the extended warranty would be transferred to the replacement which I'm not sure I believe, so may message them again regarding this.

I was thinking to give them a chance to rectify it with a replacement but was unsure if the extended warranty would be transferrable at all although I doubt even a refund would be processed before they have the item back with them. They said the extended warranty would transfer to the replacement which I don't know if that is true or not.

Have I made a big mistake here?

They are collecting it for free and it wasn't as bad as I thought it was going to be but yes I feel a bit daft now. I have a call recorded running anyway but didn't mention it as I forget as it's automatic. 

Does this waive future rights with a replacement too? 

Should I chase this up even under the guise of clarifying they acknowledged it was faulty? Had I seen that message bubble earlier I would have used that and also being naturally skeptical I wonder if they'll think it looks fine as some digits appear better than others but the number "4" and "1" were very poor. Anyone's guess whether it's a 5 or 6 at times.

Sorry about this I really need to be more on the ball and hate speaking on the phone enough as it is and I know I can be a bit of a pessimistic person making mountains our of molehills (according to my brother) but that what it's like living with anxiety related conditions and doubting everything.


Feel like I let you down too and now have the song "Ironic* playing in my head. Just thought I'd didn't sort it asap it may have counted against me. 

ArbitraryRandom

No, no big mistake (though feeling pressured on the phone is another reason why I vastly prefer doing things in writing ) 

You're still using your legal consumer rights - you have the choice if you want to give them a chance to repair or replace in the first 30 days, and if the replacement isn't satisfactory (immediately or in 6 months) you still have the right to reject for a full refund. 

You could send them a message to confirm the details of the call/warranty (or say you felt rushed and you've changed your mind and want to replace - but do that quickly so they can't say they've got the replacement ordered) and take a screen shot. 

It really depends if you're happy to try a replacement or not. 

HillStreetBlues

I agree with ArbitraryRandom
Nothing wrong with getting a replacement as you wanted item to start with, or letting them know you do want a refund.
If you get an exchange there is no reason that cashback would fail because of that.
 

Ihatethinkingofusernames11

Oh thanks so much. I have the option then and it did cross my mind maybe the cashback may still track if it wasn't a full return though I don't know and that's secondary anyway.

I'll do a follow up about shortly and mention what you said regarding the call and checking the extended warranty will be being transferred to a replacement if I stick to it although they do still have items in stock which knowing my luck won't be the case upon return. They said allow 3 days to inspect it too so doubt I'll get it a replacement before at least this time next week anyway.

I did ask about the castor wheels on the phone and they said that they didn't come with it/ are separate so no idea why as they are shown in the pictures with them on and have the polystyrene cut outs for them? Manual stated it has them too and I can't see any castors on their website for sale for that model and hence assumed it was a refurb.

Should I also take the opportunity to actually upload them the images of what I'm actually talking about?

As I said some digits look better than others but it should be apparent enough but you never know they may look and think "well it obviously works" depending on which % it says.

I'm glad we gave Amazon the opportunity to sort the issues out regarding the fridge freezer as when they sent a new product it has been (touch wood) great so far.

I liked the Electriq dehumidifier unit as it had a full HEPA air purifier system and was dessicant which supposedly work better at low temps. They use 3 x the energy of the refrigerant types/ faster supposedly too but there was a which? best buy one that has similar (ish) features but was they didn't test the mini hepa and ioniser of the unit and I was unsure if it would work as well in cooler temperatures.

I suppose either would have worked well for drying washing in a warmish house and the only thing that made me apprehensive about the electriq was some reviews saying it tripped electrics or other issues and hence why I bought an additional warranty in the first place whilst the best buy refrigerant had similarish features.

I think most would opt for the refrigerant one tbh but the most popular Meaco with air purifier one is too popular and always sold out.

I better not change my mind again or may get it in the neck from others about it!

Than for your replies! Appreciate it.

ArbitraryRandom

Ihatethinkingofusernames11 said:

I did ask about the castor wheels on the phone and they said that they didn't come with it/ are separate so no idea why as they are shown in the pictures with them on and have the polystyrene cut outs for them? Manual stated it has them too and I can't see any castors on their website for sale for that model and hence assumed it was a refurb.

Hmm... the packing and manual aren't really relevant as they can be stock items used for different models/specs (if they exist) - but two of the 12 pictures (the first and the last) on the listing you shared show what look to me like wheels (they could be strongly shaped feet I guess). The product description and detailed specs don't mention wheels or feet. 

I'd suggest you would have an argument to reject the dehumidifier as not matching the listing - but given you have grounds to reject anyway... I'm not sure how useful that is? 

Ihatethinkingofusernames11

Hi thanks Hill Street Blues and ArbitraryFandom and I thought that they could look like feet too at first but it sits pretty low otherwise looks circular on photos but a bit blurry I suppose on photos, not specifically mentioned granted only other thing is the manual which can reference different models )it does but not in that part in same segment) I'll show a screenshot further below.

It isn't a huge deal I suppose with it being light-ish (for a dehumidifier anyway) though hate to think what people with mobility issues would do I'd they bought it from photos without them thinking it came with them and they can isolate some vibration I've read.

Only thing against castors is the fifth foot on a spring that retracts (a safety cut out I think when machine slips raised that must push in/ contact ground switch back on) to turn machine off so idk if that would mean it's be dragged around on castors anyway and someone on eBay said he didn't received any with it (not sure which retailer).

My mum is back now and was waiting to see what she thought my decision if she's happy about it and just said well it's done now so I best just clarify the details of the call perhaps and although feel a bit anxious about it like I'm mithering them.

Forgot a bit about the washing machine I ordered now getting ready for dispatch apparently and unsure about that as I panicked a bit when buying it. Ours is defeaning on a spin now. Do either of you own a new washing machine and if so are the programmes ridiculously long now? 

I went for an LG turbowash 360 thinking they'd be well, speedy cycles as in the name, but looks like that is only for half a load ie. 39 minutes. I've read some cycles can take 3-4 hours for high loads apart from a select few but isn't always clear. Haier has "I time" on one apparently selecting how long you want it on for, Hoover has one with a full load in 59 minutes and the current Beko we have has a time save button washing well in around an hour and 1 HR 15-35 ish depending on temp similar to what I think the new Bank one may do with a "Fast +" button.

Do either of you own a new machine (less than say five years old?

ArbitraryRandom

Ihatethinkingofusernames11 said:

I went for an LG turbowash 360 thinking they'd be well, speedy cycles as in the name, but looks like that is only for half a load ie. 39 minutes. I've read some cycles can take 3-4 hours for high loads apart from a select few but isn't always clear. Haier has "I time" on one apparently selecting how long you want it on for, Hoover has one with a full load in 59 minutes and the current Beko we have has a time save button washing well in around an hour and 1 HR 15-35 ish depending on temp similar to what I think the new Bank one may do with a "Fast +" button.

Do either of you own a new machine (less than say five years old?

You might be best posting this as a separate question on the DIY forum as there might be something about how it's installed or an easy fix that you could try? 

https://forums.moneysavingexpert.com/categories/in-my-home-includes-diy-moneysaving

And yes, I have a 3 year old miele washing machine and the programmes are all quite long (there's an express 20 min wash at 40 degrees, but all of the 'full' programmes are 2-3.5 hours).

I understand from my plumber it's because it's done with less water at lower temps (so cheaper overall) and it's fine for me as I'm not generally in a rush as I put the wash on later in the day so I can put it out first thing when the forecast is good.