Product return - where do I stand?

steveinhants

Hello. My wife and I bought a Hotpoint tumble dryer 3 weeks ago from AO. After the first use we had an error for the condenser unit which means that it needs cleaning out. As expected, the unit was immaculate and we couldn't clear the error. I called Hotpoint as that was AO's first stage and was offered an engineer visit around 8 days later. I pushed for a replacement and finally after 30 mins of discussions, it was arranged for the next day.
I was told that if we took the same model and had the same error, AO would insist on an engineer visit and would not automatically refund or replace. As I believed we had a manufacturing fault I chose to go ahead with the model that we had chosen. 
We have now used the new dryer 4 times and have had the error twice. Again, on inspection, there is nothing in the condenser unit and it can take around 20 minutes of removing and replacing to clear the error. 
I don't believe that the unit is fit for purpose so I'd like to get a refund and choose an alternative model. However, based on AO's warning, I'm unsure of my rights. If someone can advise please...?

the_lunatic_is_in_my_head

Hello OP

After 1 repair or replacement you are entitled to reject for a (Full within first 6 months) refund, the retailer can inspect the goods, really that should be at their inconvenience but it might be pragmatic to let them send an engineer. 

Did you pay on a credit card or use AO finance?

steveinhants

the_lunatic_is_in_my_head said:

Hello OP

After 1 repair or replacement you are entitled to reject for a (Full within first 6 months) refund, the retailer can inspect the goods, really that should be at their inconvenience but it might be pragmatic to let them send an engineer. 

Did you pay on a credit card or use AO finance?

Hi. Thanks for such a swift response. We paid with our debit card. 

the_lunatic_is_in_my_head

steveinhants said:

Hi. Thanks for such a swift response. We paid with our debit card. 

That's a shame as the other two options would offer some additional protection.

If it comes down to arguments your position is you are exercising the final right to reject as the goods do not conform to the contract and the remedy of a replacement has not corrected the matter however hopefully AO will be amicable in resolving but pop back for more advice if you need    

steveinhants

the_lunatic_is_in_my_head said:

steveinhants said:

Hi. Thanks for such a swift response. We paid with our debit card. 

That's a shame as the other two options would offer some additional protection.

If it comes down to arguments your position is you are exercising the final right to reject as the goods do not conform to the contract and the remedy of a replacement has not corrected the matter however hopefully AO will be amicable in resolving but pop back for more advice if you need    

My apologies - I've just looked again at the order and I actually paid on my AMEX credit card

TELLIT01

Two machines failing with the same error code in such a short time seems unusual to say the least.  Have you looked on-line to see if there have been many other reports of the same problem?  If there have it would certainly strengthen your position.

Really just thinking aloud here, but could a faulty power socket (fluctuating voltage) be enough to cause an error message to be generated?

steveinhants

TELLIT01 said:

Two machines failing with the same error code in such a short time seems unusual to say the least.  Have you looked on-line to see if there have been many other reports of the same problem?  If there have it would certainly strengthen your position.

Really just thinking aloud here, but could a faulty power socket (fluctuating voltage) be enough to cause an error message to be generated?

Hi. I don't think there is anything wrong with the power socket so I'd rule that out. We had only read good feedback which is one of th reasons we went for this model. However, after your comment this was posted on AO three days ago:
Unfortunately not the best experience. The water and filter lights flashing and beeping whilst in use despite being emptied. After an engineer coming out and then having to analyse more on the phone they agreed to a replacement. The replacement came and the same thing is happening again and I have been forced to follow the process so waiting until next week for an engineer to visit to report and go from there. Have already said I have lost all faith in the machine and would like to return so I can buy a Bosch instead.

It's slightly different to ours but along the same lines.