Problem regarding broken mobility chair

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82183190#Comment_82183190

Not sure if it's what you have in mind anyway, but I'd suggest prioritising getting the chair sorted (where there may be time pressure) ahead of complaining to CAB?

Okell

https://forums.moneysavingexpert.com/discussion/comment/82183190#Comment_82183190

Dealing with CAB is not the immediate issue.

What's important is the answers to my questions in the previous post:

"… Could anything he told the store within 30 days have been construed as him rejecting the chair? Even if he quoted legislation that was no longer extant the store should have accepted that rejection if he had made it clear he was rejecting the chair for a full refund.

He could also argue that the 30 day clock stopped ticking the moment he notified the seller of the problem, and it remains paused until the seller agrees to refund. If it's a refund he wants, it's important your dad does not agree to the store replacing or repairing as he might lose the short-term right to reject…"

So what did your dad tell the store in the 30 days after he took delivery of the chair? Did he tell them that he was rejecting the chair and that he wanted his money back?

Did he first inform the store about faults with the chair within 30 days?

Did the store offer to replace or to repair?

If they did, did your dad agree?

Okell

Also re CAB: my understanding is that they simply provide advice for consumers to act on.

Are you saying that in this case they offered to contact the store on your dad's behalf, but that they couldn't do so because he'd given CAB the wrong email address for the store, and that's why the 30 days ran out?

It's not really clear to me what has happened, and without knowing the details of what has happened and who said what to whom it's difficult to advise.

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/comment/82183190#Comment_82183190

What is the full timeline here?

23rd Sept - took delivery of the chair

26th Sept (3 days later) - chair broke

My Dad has been back and forth to the store a few times

Drive one of the store assistants to his house to inspect the chair - he confirmed the motor had failed

Promised a visit from an engineer from the manufacturer

Contacted the CAB

26th Oct - rejected the chair

What is the timeline and dates of all those events? It is significant as there may be a case that the 30-day clock to reject was stopped…

In what way has the chair stopped working? If it is restricted to a faulty motor, would the most pragmatic solution be to allow the motor to be replaced? I assume your Dad still wants a power-chair.