Out of Manufacturer Warranty Sage Oracle Coffee Machine - Do I have rights for no cost repair

jpmbosco

Hi All

Here is my question, I bought a brand new boxed Sage Oracle Touch coffee machine 2 years and 9 months ago, brand new from a trader who buys liquidated stock and paid in cash.
I registered the machine with Sage and confirmed the 2 year guarantee.

2 years and 9 months later the machine went faulty and I sent it back to Sage for repair, which cost me £216 to fix and I have paid Sage and have the machine back.

I complained to their customer services via email because the machine retails at £2000+ and has only had light domestic use and have told them I have had four times longer service from a washer that cost one quarter of the cost and that an appliance of this cost breaking down 9 months out of the warranty period was not good enough quality and quoted the sale of goods act.

Sage have responded with "we will pass on your comments to our PR department" and said no more.

Q1. As I have no comeback with the seller, as they are not trading, is my complaint still valid with the manufacturer?
Q2. Even though I paid a lot less than the full retail price, does that make any differance to my rights?
Q3. As I saved a ton of money on the purchase, am I being unreasonable and should just accept the cost of repair.

I can afford the repair cost though just though I would ask the formites opinion/advice

Thanks in advance
  

Mark_d

If you want to bring a claim under the Consumer Rights Act 2015, it would have to be against the retailer.  I don't think you'd be able to take any action against the manufacturer.  If you bought using credit card then you can bring a Section 75 claim against the credit card company citing your rights under the CRA.

Hoenir

jpmbosco said:

I complained to their customer services via email because the machine retails at £2000+ and has only had light domestic use and have told them I have had four times longer service from a washer that cost one quarter of the cost and that an appliance of this cost breaking down 9 months out of the warranty period was not good enough quality and quoted the sale of goods act.

Washing machines frequently encounter problems outside of 2 year warranty periods. The fact that yours hasn't is of no bearing to the dispute. Likewise can you evidence the light use? 

jpmbosco

Hoenir said:

jpmbosco said:

I complained to their customer services via email because the machine retails at £2000+ and has only had light domestic use and have told them I have had four times longer service from a washer that cost one quarter of the cost and that an appliance of this cost breaking down 9 months out of the warranty period was not good enough quality and quoted the sale of goods act.

Washing machines frequently encounter problems outside of 2 year warranty periods. The fact that yours hasn't is of no bearing to the dispute. Likewise can you evidence the light use? 

Hello Hoenir,
You seem to think I am saying my washing machine is faulty, this is nothing to do with my washing machine.
My product is a coffee maker as in the text, I am only making an analogy with a product like a washing machine which cost one quarter of the price and lasted four times longer.
Yes I can prove and evidence light use of the coffee machine as it has a brew counter on it and states that over the period since I have owned it the machine has made an average of 2 coffees a day, which is not over using a £2000 machine by any stretch.

TadleyBaggie

You have no consumer rights with the manufacturer, these lie solely with the retailer.

Okell

You have no legal rights against the manufacturer.

Your legal rights are against the retailer.  But if they are no longer trading and you paid them in cash - which is what I understand you to be saying - then you have no other legal recourse against anybody, so your best option is to pay for the repair.

You could try to persuade the manufacturer to show you some goodwill, but it sounds like you may have stymied that by rubbing them up the wrong way?

jpmbosco

Thanks all for your advice

the_lunatic_is_in_my_head

Worth noting if the trader was not a limited company but a sole trader them no longer trading doesn’t mean they lose their liability. 

It’s only an LTD where the legal entity is the business and the directors don’t have personal liability so if a sole trader OP can still make a claim against the trader. 

Arunmor

OP has already paid for the machine to be repaired, a bit late in the day to be fighting this.

Hoenir

jpmbosco said:

Hoenir said:

jpmbosco said:

I complained to their customer services via email because the machine retails at £2000+ and has only had light domestic use and have told them I have had four times longer service from a washer that cost one quarter of the cost and that an appliance of this cost breaking down 9 months out of the warranty period was not good enough quality and quoted the sale of goods act.

Washing machines frequently encounter problems outside of 2 year warranty periods. The fact that yours hasn't is of no bearing to the dispute. Likewise can you evidence the light use? 

Hello Hoenir,
You seem to think I am saying my washing machine is faulty, this is nothing to do with my washing machine.
My product is a coffee maker as in the text, I am only making an analogy with a product like a washing machine which cost one quarter of the price and lasted four times longer.
Yes I can prove and evidence light use of the coffee machine as it has a brew counter on it and states that over the period since I have owned it the machine has made an average of 2 coffees a day, which is not over using a £2000 machine by any stretch.

A £2k machine such as this is going to be more complex and require far more maintenance than a simple one. Spend money on a Ferrari and the repair bills increase. The increased purchase cost doesn't come with longer term cheaper ownership.