Faulty stereo

cats_horseriding

I bought a quite expensive Marantz stereo in 2020. At some point last year I started having issues with its connectivity as follows: frequently drops Internet connection and doesn't find any available networks, Bluetooth connection is unstable, app used to control Internet radio no longer connects meaning you can't change the radio station. I complained to Marantz who told me I would have to send it to one of their approved repairers as it was out of warranty. When I contacted the repairer I was told it would likely cost almost half the original value of the stereo to manage this process. 

Does this seem fair or reasonable under the consumer rights act? Should I legitimately be able to expect a stereo of this value to last longer than 3 years?

born_again

Who did you buy it from?
Given the time frame here you would need a independent report to show inherent fault. 

Is there anything that has changed just before it started playing up?
Such as APP update, firmware update or a change of internet provider?

DullGreyGuy

cats_horseriding said:

I bought a quite expensive Marantz stereo in 2020. At some point last year I started having issues with its connectivity as follows: frequently drops Internet connection and doesn't find any available networks, Bluetooth connection is unstable, app used to control Internet radio no longer connects meaning you can't change the radio station. I complained to Marantz who told me I would have to send it to one of their approved repairers as it was out of warranty. When I contacted the repairer I was told it would likely cost almost half the original value of the stereo to manage this process. 

Does this seem fair or reasonable under the consumer rights act? Should I legitimately be able to expect a stereo of this value to last longer than 3 years?

Your statutory rights are with the retailer not the manufacturer, unless you happened to buy it from Marantz?

Assuming the retailer accepts its faulty/isnt reasonably durable, which may be questionable over 4 years old, they have the right to choose between repair, replace or refund if one is materially cheaper than the others. If they did choose to refund it then they are entitled to reduce the refund to reflect the amount of use you had from it before it failed. 

The law doesn't set out how the use should be calculated but the few retailers I've had to deal with on the matter have adopted a 6 year straight line so at over 4 years old you'd be getting less than a third of its value back. In principle you'd have to return the item but some retailers will tell you to keep it anyway. 

If they dont accept off hand that its faulty/not reasonably durable then you would need to commission a report into it, the cost of which can be added to the claim but obviously is your cost to carry if they decide that actually average life expectance probably is circa 4 years or find there is water damage or such

Mark_d

You bought the stereo in 2020 and it's now 2025.  Sometimes we think good quality kit will last a lifetime, and often it does, but occasionally luck is not on your side.  There is reason Marantz only guarantee the product for two years.  Some people take out extended warranties when buying expensive items....I assume you didn't?  Maybe the retailer gave you a 5 year warranty?

I think you'd struggle to make a claim under the CRA even thought the equipment is expected to last longer than 4 years