Consumer rights advice

Brondie

Yes, it's a flow problem so easy enough to video.

Brondie

https://forums.moneysavingexpert.com/discussion/comment/81902743#Comment_81902743

I don't think it's unreasonable to want to know what fault was diagnosed and repair carried out. I'm not sure why delonghi can't be upfront about that. I also wouldn't describe customers as taking the huff when they spend money and and a product doesn't work as described.

Okell

https://forums.moneysavingexpert.com/discussion/comment/81902818#Comment_81902818

OK. Video the fault.

I'd suggest you also make clear to them that you are exercising your statutory final right to reject for a full refund under s24(5)(a) of the Consumer Rights Act 2015, and that once they have confirmed the fault you will not accept any further repairs or replacement.

(I'm assuming you want a refund and not a replacement or second repair?)

Brondie

https://forums.moneysavingexpert.com/discussion/comment/81902894#Comment_81902894

Yes I just want a refund now. Having to send it away once was unfortunate and inconvenient, but with the fault persisting I'm not willing to keep and potentially having to keep sending the machine away for repair.

screech_78

https://forums.moneysavingexpert.com/discussion/comment/81902855#Comment_81902855

No, that’s not unreasonable.

And taking the huff was in regard to customers not being happy at a repair. Unfortunately, that’s what the law allows ie. Consumer Rights Act which is what this forum is for.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81902818#Comment_81902818

Have you been descaling the machine?

From my own experience with my Delonghi bean 2 cup, bought during covid & still working. Descaling is very important to keep pipes clear & flowing well. Especially in hard water area's

Brondie

https://forums.moneysavingexpert.com/discussion/comment/81903543#Comment_81903543

Yes, have followed all the instructions regarding setup and maintenance. Spent ages reading reviews before deciding on a machine, so it's really disappointing.

Brondie

Update - the machine was supposed to be collected yesterday (2/3/26) and wasn't. I live quite rurally so thought it would just be collected today instead, but no. Delonghi are no longer replying to emails. Not really sure where to go from here.

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/comment/81908229#Comment_81908229

When did you send the e-mail?

How long have you given Delonghi to reply to the email?

Do they have an auto response to the email confirming receipt and indicating a typical target time to respond?

Brondie

https://forums.moneysavingexpert.com/discussion/comment/81908298#Comment_81908298

The woman I have been speaking made contact after I left a negative trustpilot review. She has usually responded on the same day or next working day. I have never received an automated response to any of my emails. I sent my last email on the morning of 27 February and have heard nothing since.