Warranty Repair Failed again

Latch9

Our Sage Barrista Touch Coffee machine developed a fault and was sent back to be repaired in March just before the warranty period ended.  The machine was repaired and sent back to us but now it has developed the same fault.  What are my rights, if any?  Thanks

powerful_Rogue

Latch9 said:

Our Sage Barrista Touch Coffee machine developed a fault and was sent back to be repaired in March just before the warranty period ended.  The machine was repaired and sent back to us but now it has developed the same fault.  What are my rights, if any?  Thanks

Depends what the terms of the warranty say.

When did you purchase it and from where?

PHK

@Latch9 The warranty and your consumer rights are two completely different things.

The warranty can have any terms and conditions provided they are not unfair (which has a specific definition). A warranty can be given or bought from the manufacturer or the retailer. 

Your consumer rights rest solely with the place you purchased the coffee machine from. 

As a consumer, you can either go down the warranty route or the consumer rights route. 

In many circumstances going down the warranty route breaks the chain with the retailer. 


So that we can advise. 

From where did you purchase the coffee maker?

When did you purchase the coffee maker?

Latch9

Hi thanks for replying.  We purchased it for £550 from a Sage refurbished official reseller on ebay with a one year guarantee in March 2023.  It subsequently had a malfunction in late February 24, where the whole unit became disabled and completely un-operational.  We were asked to return it for review, and the reseller then repaired it, but now four months later exactly the same fault has occurred.  I now wonder if the unit was faulty in the first place and not fit for sale or if they haven’t repaired it as thoroughly and completely as they should have done.  Any thoughts you may have would be gratefully appreciated.

Alderbank

Your rights don't depend on what the terms of the warranty say. Your consumer rights are quite separate.

Your consumer rights, when the trader has made one unsuccessful attempt to repair, are your choice of another repair or a refund.
If you choose refund it can be reduced according to the amount of use you have had.

Rights are one thing, getting any money back is another. How did you pay in the first place?

Latch9

Credit card but not sure if we have since moved to a different credit card company.  Does it matter if we closed the account?

born_again

Latch9 said:

Hi thanks for replying.  We purchased it for £550 from a Sage refurbished official reseller on ebay with a one year guarantee in March 2023.  It subsequently had a malfunction in late February 24, where the whole unit became disabled and completely un-operational.  We were asked to return it for review, and the reseller then repaired it, but now four months later exactly the same fault has occurred.  I now wonder if the unit was faulty in the first place and not fit for sale or if they haven’t repaired it as thoroughly and completely as they should have done.  Any thoughts you may have would be gratefully appreciated.

So warranty has now expired, unless they gave one on the repairs.

Clearly it was not faulty in the 1st place given 11 months use. 

You could go back to the retailer under your consumer rights.

Yes you could go to the closed CC company, but you will need the details of the purchase for them to find.

Aylesbury_Duck

Latch9 said:

Credit card but not sure if we have since moved to a different credit card company.  Does it matter if we closed the account?

No.  The credit card company is still jointly liable because they provided the credit at the time of the purchase.

Latch9

Update, contacted the Sage reseller and they have refused to help as it is out of warranty, despite my contention that a coffee machine that retails with Sage for £750 (I paid £520) should last more than 15 and a half months. In that time it was also faulty at 11 months and is now worthless as it has developed the same fault that they apparently repaired.  Is this something a credit card company would likely be interested in pursuing a charge back for?  This is my second Sage machine to die in four years, it will probably be my last.

born_again

No chargeback right.
Could go for S75.

For consumer rights you would need to get a report on the fault. CC will be asking for this as well.