Faulty Shower under 6 months old, screwfix refusing to replace.

HeadWobble99

I bought a Mira advance shower from Screwfix after getting advice from Mira on what to replace our old shower with. 
It worked great for a few months then it bleeped and stop working a few times and we had to reset, but then it stopped heating the water.

I contacted Screwfix for a replacement as it's less than 6 months old, they told me that Mira 'like' customers to contact them for a repair. I told him I don't really care what Mira like, I didn't buy from them I bought it from Screwfix, so could I have a replacement please? 

He came back with 'I know you're not happy, I can give a small goodwill credit once the issue is resolved with Mira'. I insisted that under the Consumer Rights Act I felt it was reasonable to ask for a replacement. He replied that he had now referred me to their resolution team and couldn't discuss it further, I asked how long that would take and he said 2 days. So that's at least 2 days with no working shower. 

At this point I am very tempted to go through an entirely different company and get a different make of shower fitted, then push for a refund.

Any advice please, am I right to insist on a replacement from screwfix and refuse to contact Mira just because that's what they'd like? 

born_again

Did you buy the shower from screwfix, or was it the installer?

Clearly for Screwfix to replace, they will want the old one back.

maman

I know that Screwfix as the retailer are responsible but we've found Mira very helpful when we rang them for advice about our old shower. This was just advice re water pressure. I think they possibly like to handle it themselves to preserve their good reputation. 

Personally, I'd call Mira and ask advice. 

Alderbank

Since you bought directly from Screwfix as a consumer more than a month ago, your consumer rights are for Screwfix to repair or replace.
As they don't employ anyone themselves to carry out repairs they use the manufacturer Mira to carry out the repair on their behalf. This is quite a sensible arrangement in retail. It is permitted by the CRA and is usually the quickest and best solution.

Only if Mira can't fix it and Screwfix can't or won't replace it, within a reasonable time and without significant inconvenience to you, would you be eligible for a refund.

Obviously it is an inconvenience. Whether the inconvenience is 'significant' is not defined, it depends on the circumstances. They would include number of people in your family, how many children, what alternatives you have for bathing such as baths or other showers, any health issues, etc. but if they take too long that could be a way forward.

In your position I would agree to get the Mira guy in as soon as possible. I think if you delay that would go against you in any claim about inconvenience.

Undervalued

HeadWobble99 said:

I bought a Mira advance shower from Screwfix after getting advice from Mira on what to replace our old shower with. 
It worked great for a few months then it bleeped and stop working a few times and we had to reset, but then it stopped heating the water.

I contacted Screwfix for a replacement as it's less than 6 months old, they told me that Mira 'like' customers to contact them for a repair. I told him I don't really care what Mira like, I didn't buy from them I bought it from Screwfix, so could I have a replacement please? 

He came back with 'I know you're not happy, I can give a small goodwill credit once the issue is resolved with Mira'. I insisted that under the Consumer Rights Act I felt it was reasonable to ask for a replacement. He replied that he had now referred me to their resolution team and couldn't discuss it further, I asked how long that would take and he said 2 days. So that's at least 2 days with no working shower. 

At this point I am very tempted to go through an entirely different company and get a different make of shower fitted, then push for a refund.

Any advice please, am I right to insist on a replacement from screwfix and refuse to contact Mira just because that's what they'd like? 

You may of "felt" that but as others have pointed you are overestimating your "rights". The seller is quite entitled to get an appropriate person (in this case the manufacturer) to try and repair the shower. Only if that fails do you have any right to insist on a refund. Another seller may have been more generous, who knows, but that doesn't increase your rights at this stage.

Ergates

HeadWobble99 said:

At this point I am very tempted to go through an entirely different company and get a different make of shower fitted, then push for a refund.

That would be inadvisable - Screwfix would be entirely within their rights to repair the shower and return it to you (using Mira as their agents to carry out the repair) leaving you with an extra shower and no refund.

If this repair failed, then *at that point* you would be entitled to insist on a refund, but if you'd already replaced the shower then you'd never use the repaired one so would never find out if it was working or not.

Okell

@HeadWobble99

If you want to pursue your rights under the Consumer Rights Act 2015 then, no, you cannot insist on a replacement from Screwfix.

You are entitled to ask for one, but they can say "no, we'd prefer to attempt a repair".

As they would only send it to Mira for repair, it would seem to make sense to follow Screwfix's advice.

However, make it clear to Screwfix that - because you went to them first - you are treating their referral to Mira as Screwfix exercising their one permitted attempt under the Consumer Rights Act 2015 either to repair or to replace the shower.  If that repair or replacement fails you will then be entitled to a refund.

Alternatively, if the shower has some sort of Mira guarantee or warranty, you might want to explore if that puts you in a stronger posisiton than the legislation does