Pure Electric Scooter - no response from vendor

cryan846

Purchased Pure Eletric scooter - June 2023 online from Pure Electric Lost proof of purchase but have Klarna payments as evidence of purchase. The scooter main bar has snapped (metal). Have tried contacting vendor via help section (email) no contact number anywhere, also twitter. Have had literally no response in a week. Where do I go from here? The warranty info on the website states - warranty only valid with original proof of purchase. Ideal solution would be for the company to replace the scooter given that its within warranty period. Can anyone help?

DullGreyGuy

Where did you buy it from?

Warranties are in addition to your statutory rights so they can specify any requirements they want inc original proof of purchase or registration in X days etc. Your statutory rights are with the vendor so assuming you didnt buy directly then its the vendor you will need to make more efforts to contact.

Aylesbury_Duck

cryan846 said:

Purchased Pure Eletric scooter - June 2023 online from Pure Electric Lost proof of purchase but have Klarna payments as evidence of purchase. The scooter main bar has snapped (metal). Have tried contacting vendor via help section (email) no contact number anywhere, also twitter. Have had literally no response in a week. Where do I go from here? The warranty info on the website states - warranty only valid with original proof of purchase. Ideal solution would be for the company to replace the scooter given that its within warranty period. Can anyone help?

A warranty claim means you'll have to comply with warranty terms, so if they want original proof of purchase, they don't have to accept Klarna payments as evidence, even if you are able to reach them.

The consumer rights route may be better, because you have evidence of purchase, but there are hoops to jump through.  First thing to check is where did you buy it from?  If it was from an overseas retailer, you may not have recourse to UK consumer rights laws.  If it was a UK-based retailer, then they may ask you to show that the problem was inevitable as a consequence of a design flaw for example, and not misuse/abuse, which will involve you organising and paying for an independent inspection.  If it's an inherent problem, the retailer has to repair, replace or partially refund you, plus the cost of the inspection.

Alderbank

What purpose did you buy the scooter for, and how were you using it when the main bar snapped?

In the UK it is illegal to use a privately owned electric scooter in any place to which the public has access.

In UK law a contract is void for reasons of public policy if a purpose of the contract is to commit an illegal act. Also, warranty terms usually prohibit illegal use. A scooter sold just for the purpose of pottering around your back lawn might not be sturdy enough to survive the potholes of our public highways.

What do the T&Cs say?

Okell

I'd also be interested to know if the OP was using this e-scooter legally...

born_again

Did they not send a email invoice?

But some good questions above as to use of this scooter.

user1977

Alderbank said:

What purpose did you buy the scooter for, and how were you using it when the main bar snapped?

In UK law a contract is void for reasons of public policy if a purpose of the contract is to commit an illegal act. 

But that isn't the purpose of this contract. Buying something which could potentially be used illegally does not make the contract void - following that logic, I wouldn't have any rights against my car's dealership if they discover I've broken the speed limit?

Alderbank

user1977 said:

Alderbank said:

What purpose did you buy the scooter for, and how were you using it when the main bar snapped?

In UK law a contract is void for reasons of public policy if a purpose of the contract is to commit an illegal act. 

But that isn't the purpose of this contract. <snip>

With respect, neither you nor I know whether it is or is not, because the OP hasn't told us (yet).

But it is quite likely that the OP went in to the shop and said something like,'I'm looking for a scooter to commute to the station to get to work. I want something I can take on the train'

That could have led to buyer and seller conspiring to commit an offence under the Road Traffic Act 1988

sheramber

OP states he bought from Pure Electric

https://www.pureelectric.com/pages/support/terms-of-sale?_gl=1*13ox2ce*_up*MQ..&gclid=CjwKCAjwt-OwBhBnEiwAgwzrUsA_PUhXemCPr5y70Uhlui5t_cDuYCuV2GTXxrlRokEFvV3xX0ycohoCwmwQAvD_BwE

11. If there is a problem with the product

11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us at help@pureelectric.com. You can write to us at Pure Electric Limited, Wapping Wharf, Bristol, BS1 4RW, UK.

11.2 Summary of your legal rights. We are under a legal duty to supply products that are of satisfactory quality and are in conformity with this contract. Nothing in these terms will affect your legal rights.

11.3 Your obligation to return rejected products.  If you wish to exercise your legal rights to reject products you must either return them to us or allow us to collect them. Please see Clause 9.2 for more information.

TELLIT01

As has been said, we don't know how the scooter came to be damaged but I suspect very few people who purchase these items actually use them only in accordance with the law.  If that is the case here, and the OP tried to take the vendor to court they could be on a hiding to nothing.

cryan846

Thank you for all the comments. It is used for my son to commute to and from work - were I live they are using scooters by the local council.. It gets used only for commuting. He is an adult and the scooter hasn't been abused. There is very little options of public transport for the shift times he works. 
I've sent multiple emails to the email address. An email acknowledgement would have been sent but my email got hacked and so I cleared it out maybe hastily and don't access it anymore.