Dyson Refusing to Honour Guarantee

D1masc0s

I bought a Dyson Heurist 360 robot vaccuum cleaner about 3 years ago.  It went wrong (not recharging) within the guarantee period, and in March 23 they replaced it.  About a month ago, the rubber strip on the underside  came away, and I sent it back to Dyson for them to insert a new strip.  Nothing heard from them for 3 weeks, so I emailed a query.  They came back and said they didn't have the part, and proposed to return it unrepaired.  After further email correspondence, they asked for the date of purchase, where purchased, copy of reciept etc.  I replied that I couldn't provide these details because the machine in question was supplied by them, as a replacement for the earlier one.  they then asked for the same details for that purchase, but of course I don't have them.   The newer machine was registered on MyDyson, and the entry is still shown there and listed as within guarantee period.  Naturally, I have disposed of the original details relating to the first machine when I recieved its replacement.  It's like talking to a brick wall....

HillStreetBlues

When you got the replacement you don't get a new guarantee, that one continues until it expiries.

visidigi

What was the original guarantee length? Legally did Dyson say the new product came with a new warranty? usually items replaced under warranty are only under warranty for the duration of the original product warranty period (even if you have registered it in MyDyson).

Is the issue really the product cant be fixed as they no longer have parts produced for it?

If so, the could refund with a deduction for use (which would likely leave very little).

D1masc0s

Thanks, this is helpful.  I hadn't realised the replacement doesn't come with a new warranty, but I can see their point.  I just assumed that they had sufficient faith in their product to guarantee it....

mebu60

For info - when I had a Logitech computer keyboard replaced by John Lewis towards the end of their two year warranty period the replacement came with a fresh two year guarantee. 

visidigi

I am not saying it doesnt, but am asking the question.

When you have an item replaced by the manufacturer they can chose the rights entitlement as the warranty is in addition to your consumer rights.

Dyson may. I don't know which is why I asked...

Okell

Even if the cleaner was still in the guarantee period - whether original or new - the OP should never have disposed of the original receipt/proof of purchase

TELLIT01

For a replacement item, supplied under original guarantee, to come with a new full guarantee itself is unusual.  In the majority of cases the original guarantee period remains active.

Jumblebumble

D1masc0s said:

I bought a Dyson Heurist 360 robot vaccuum cleaner about 3 years ago.  It went wrong (not recharging) within the guarantee period, and in March 23 they replaced it.  About a month ago, the rubber strip on the underside  came away, and I sent it back to Dyson for them to insert a new strip.  Nothing heard from them for 3 weeks, so I emailed a query.  They came back and said they didn't have the part, and proposed to return it unrepaired.  After further email correspondence, they asked for the date of purchase, where purchased, copy of reciept etc.  I replied that I couldn't provide these details because the machine in question was supplied by them, as a replacement for the earlier one.  they then asked for the same details for that purchase, but of course I don't have them.   The newer machine was registered on MyDyson, and the entry is still shown there and listed as within guarantee period.  Naturally, I have disposed of the original details relating to the first machine when I recieved its replacement.  It's like talking to a brick wall....

This highlights on of the potential pitfalls in the oft quoted advice that it is better to return a faulty item via manufacturers warranty and not via the retailer
If the manufacturer replaces a product under warranty and then the manufacturer goes bust and  there is an issue in future can the retailer  walk away on the basis that the claimant no longer has the item that the retailer sold?

PHK

Jumblebumble said:

D1masc0s said:

I bought a Dyson Heurist 360 robot vaccuum cleaner about 3 years ago.  It went wrong (not recharging) within the guarantee period, and in March 23 they replaced it.  About a month ago, the rubber strip on the underside  came away, and I sent it back to Dyson for them to insert a new strip.  Nothing heard from them for 3 weeks, so I emailed a query.  They came back and said they didn't have the part, and proposed to return it unrepaired.  After further email correspondence, they asked for the date of purchase, where purchased, copy of reciept etc.  I replied that I couldn't provide these details because the machine in question was supplied by them, as a replacement for the earlier one.  they then asked for the same details for that purchase, but of course I don't have them.   The newer machine was registered on MyDyson, and the entry is still shown there and listed as within guarantee period.  Naturally, I have disposed of the original details relating to the first machine when I recieved its replacement.  It's like talking to a brick wall....

This highlights on of the potential pitfalls in the oft quoted advice that it is better to return a faulty item via manufacturers warranty and not via the retailer
If the manufacturer replaces a product under warranty and then the manufacturer goes bust and  there is an issue in future can the retailer  walk away on the basis that the claimant no longer has the item that the retailer sold?

If you look at Consuner Rights in Australia then the manufacturer and the retailer are jointly liable so your question wouldn’t arise. (They also say that manufacturers warranties automatically include consumer rights)

However, our consumer legislation really needs updating. The scenario you’ve mentioned would need to be tested in court remembering that small claims doesn’t set a precedent.