Ongoing repair and warranty expired.

housebuyer143

I have an issue with my water tank which Baxi have been out to fix in May 2024 & July 2024, both times it wasn't fixed and the issue still persists.
I called them today but they said the warranty expires next week and after that date they will not cover the repair, even though they failed to repair it correctly within the warranty period.

Can someone point my toward something to fight my case as it seems like they should be required to repair this as I reported it within warranty? All Baxi are trying to do is sell me an extended warranty which I don't want because honestly there isn't anything else that can go wrong with it as it's a sealed unit! 

Mark_d

You are outside the scope of the CRA legislation. So read the Baxi warranty T&C.

https://www.baxi.co.uk/important-information/terms-and-conditions

10. Any repair carried out under the terms of this warranty does not extend the
warranty beyond its original period.

housebuyer143

Mark_d said:

You are outside the scope of the CRA legislation. So read the Baxi warranty T&C.

https://www.baxi.co.uk/important-information/terms-and-conditions

10. Any repair carried out under the terms of this warranty does not extend the
warranty beyond its original period.

That's what they directed me to:
8.5. The warranty period will not be extended if a part or appliance is replaced.

BUT they haven't repaired it - that's my complaint. I appreciate that they don't guarantee any repair past the warranty period, but if it's a repair ongoing then I don't get how they can just stop fixing it. There isn't anything in the T&C's that covers my scenario.

What's to stop them ordering parts and then saying "oh the parts come in after the warranty has ended so now you have to pay". Is this allowed? 

HillStreetBlues

When did you buy the water tank and how did you pay for it?
On your point, I agree it's an on-going repair, a repair can't be a repair until it's fixed.

Okell

HillStreetBlues said:

When did you buy the water tank and how did you pay for it?
On your point, I agree it's an on-going repair, a repair can't be a repair until it's fixed.

I agree with this  ^^^

This isn't a question about extending the warranty, it's a question about whether the two attempted repairs earlier this year and within the warranty were effective or not.

But I'd expect the OP to be able to demonstrate to Baxi that the attempted repairs had failed...

housebuyer143

HillStreetBlues said:

When did you buy the water tank and how did you pay for it?
On your point, I agree it's an on-going repair, a repair can't be a repair until it's fixed.

Thanks, it was actually a free replacement as when I bought the house the old one literally burst a seam 2 months after moving in. It has a lifetime failure warranty, and it was 10 years old. Lucky just called Baxi about it and they gave me a new one. 

I'll speak to a manager then because I just wonder if the call handler is just trying to sell a warranty. I'll let you how I get on. 

Okell

The point you need to emphasise is that this isn't a new problem that's manifested itself outside the warranty.  It's an existing problem from within the warranty that they have not satisfactorily fixed