£600 Robot Vaccum failed after 12months and 2 weeks - seller refuses to repair/replace

elDeeJay

Hola!

As per the title really. I bought an expensive Robot Vacuum cleaner when I moved into my house last April. Didn't even set it up for a couple of weeks due to the mayhem of moving and last week it developed a fault. I contacted the manufacturer (I bought direct from Eufy on their website) who messed me about with templated responses etc for a week before saying the base station needs replacing and they will send one out. They asked for my address and order number which I supplied. They then responded saying they only offer a 12 month warranty and thus would not be able to repair or replace the item.

It is literally 2 weeks out of warranty and has actually had less than 12 months use. Obviously this isn't meeting the 'reasonable length of time' criteria but they refuse to support me here. After complaining they have offered a 20% discount on a new one as a 'good will gesture' but this, for me, is unacceptable. I have spent an awful lot with this company - CCTV, cameras, robot vac and more and feel let down by very poor service and support.

I paid with a pre-paid debit card so appreciate I don't have S75 protection here. What are my options here?

Thanks

Aylesbury_Duck

Get an independent report to diagnose the problem.  If it shows an inherent fault that was present or inevitable at the point of sale, then the retailer has to repair, replace or partially refund, plus the cost of your inspection and report.

Ergates

A warranty sits over and above your consumer rights and cannot replace them - therefore them only offering a 12 month warranty is irrelevant - your consumer rights are still intact.

As Aylsebury_Duck says - because the item is more than 6 months old, you'll need to get some kind of independent report (e.g. from an electrical repair shop).  Given the retailer suggested the base station needed replacing, that would be a good place to start.