What are my rights?

losvos

Hey please help
I purchased a £250 steam generator iron from Tefal.  Just over a month later I noticed several faults. After lots of calls from me they collected my iron for a 10 day repair. However after 5 weeks I was still waiting for my iron. I called and was told they was waiting for a part. I said I want a manager to call me back as this was unacceptable. 5 days later I called them again,  I still was not connected to a manager and was told they’re waiting the part. Again I asked for a manger to call me for a refund as I was angry everything has taken so long and without any communication. I received an email 9pm on Friday night to say my iron will be delivered by parcel force Monday. I’m away with business until Friday. I’m so angry right now and fell I’ve been totally ignored. What are my rights? I still want a refund now they’ve had my ire n longer than I have. Thanks in advance 

Alderbank

Your rights, after 'just over a month', are to get a replacement or repair.

It looks like they have successfully repaired it and hopefully you will have no further trouble.

However if it's not properly repaired or it breaks down again, they can't just keep repairing it. They are allowed one attempt at repair, which they have now had. If you are unlucky and it fails again you are entitled to insist on a refund

Ergates

Your consumer rights are with the retailer who sold you the iron, not with Tefal (unless you bought directly from them).  If the iron is (was) with Tefal being repaired under warrantee, then your rights with them are whatever the warrantee says.

Did you speak to the retailer when you noticed the fault, or go directly to Tefal?   If so, whilst you still have rights with them, the time it's taken Tefal to repair the iron aren't really relevant (as the retailer didn't know).

voluted

Ergates said:

Your consumer rights are with the retailer who sold you the iron, not with Tefal (unless you bought directly from them).  If the iron is (was) with Tefal being repaired under warrantee, then your rights with them are whatever the warrantee says.

Did you speak to the retailer when you noticed the fault, or go directly to Tefal?   If so, whilst you still have rights with them, the time it's taken Tefal to repair the iron aren't really relevant (as the retailer didn't know).

The OP said in their second sentence that it was bought from Tefal, and Tefal do have an online shop so it would appear that Tefal is indeed the retailer in this instance.

elsien

Do you not have a neighbour who can take the item in for you? 

Ergates

voluted said:

Ergates said:

Your consumer rights are with the retailer who sold you the iron, not with Tefal (unless you bought directly from them).  If the iron is (was) with Tefal being repaired under warrantee, then your rights with them are whatever the warrantee says.

Did you speak to the retailer when you noticed the fault, or go directly to Tefal?   If so, whilst you still have rights with them, the time it's taken Tefal to repair the iron aren't really relevant (as the retailer didn't know).

The OP said in their second sentence that it was bought from Tefal, and Tefal do have an online shop so it would appear that Tefal is indeed the retailer in this instance.

People often *say* they bought it from "Tefal" (or whoever) when they actually bought it from a shop - hence the need to check.