Where Do I Stand With This ?

alanco15

I bought a hoover washing machine about 2 months ago, when i first got it i had problems with it , it was going wrong from the start, an engineer came and said it needed a new motherboard which he had to order,
but i wasn;t happy changing parts in a new machine so i phoned Tribal uk who i bought it from and demanded a new one because it was in the 28 day period.
so they agreed and a replacement was sent, all was going ok until today when the same problem has started, so i called the hoover service to call the engineer as we are without a machine again.
he is coming thurs, obviously the 28 day moneyback/replacement guarantee has elapsed, but the machine is still only 2 months old,
Does anyone know what rights i have , i think this is going to be a recuring problem as i have googled it and found other with the same problem.
i wish i had bought it from currys as it might be easier to exchange for a different model, but went for tribal as it was the best price.
what would you guys do ?

any advice please. thanks

Ephemera

As far as I know if you accept a repair it will be near impossible to get a replacement after that as after a repair you are only entitled to another repair.

You have a good case to argue for a refund (less reasonable wear and tear if appropriate) and get a different machine!

Have a chat with your local Trading Standards as this machine is not fit for purpose.

All the best!

paddy's_mum

I disagree, sorry. As I understand it, you had a brand new machine, of a good manufacturer, which very quickly started failing. An attempt was made to repair it, well within the 28 day guarantee period. You were not happy, demanded a replacement (ie a whole new machine) and so to my mind, the 28 day guarantee period started from the day the second new machine was delivered.

If that second new machine is now already breaking down, you are absolutely within your rights to contact the supplier, refuse the machine and demand your money back. I stongly suspect that a 28 day guarantee would come under the unfair conditions part of the consumer laws. Who on earth gives a machine, built for an at least five year life, a full test run in only 28 days?

What guarantee do the manufacturer's offer? I cannot believe that such a reputable maker as Hoover will not listen if you contact them direct. You may, of course, wish to blatantly direct them, and Tribal Uk, to this site and its possibly highly unwelcome publicity!!

In agreement with Ephemera, as a priority, I would be telephoning your local branch of the Trading Standards Office, followed up by a recorded delivery letter to them, Tribal UK and Hoover, to outline your complaint.

I'm quite sure that you can't be forced to accept a machine which is either of a bad batch or has a design fault. Did you buy on a credit card? If so, you have even more strings to your bow. Good luck and don't allow these blighters to take your money and fob you off.

alanco15

thanks for your responses, i will phone tribal tomorrow, and try to change it for a different model explaining why, if they refuse i shall heed your advice and tell them i am going to contact t/s, and also tell them about this site , and the info i have gained about sale of goods act.

i will let you know tomorrow how it went. thanks again.

i do have to let engineer come though as last time , to open the door so we can get our clothes out ! but i wont let him repair it.

alanco15

:mad: hi again, i spoke tribal, how said talk to hoover and tell them you are not happy with machine and ask for it to be uplifted (returned) , hoover said thgey have to send an engineer to find the problem but i would n't be covered for a return/ refund as it was over 28 days! it would have to be repaired.

so i spoke to trading standards who informed me of the sale of goods act , and that i should be pursuing tribal the retailer not hoover, and not to accept a repair.

so the engineer came today and confirmed that the computer module had gone, and would have to order the part. so i didn;t accept the repair,
and phoned tribal to tell them what i had found out,from hoover and t/s,
they said they will have to speak to hoover , to see if they would accept it back as a return, but i told them they already told me they wouldn;t,
but they are talking to them anyway and phoning me back.
i sais what will you do if hoover refuse, they said that they can't offer an exchange for another machine , and she will need to talk to manager,
i am now awaiting call from tribal to see what happened .
i hope they will see sense and issue a refund but we will see.
any suggestions if they refuse.
t/s said i was to write to them recorded delivery stating my case or try to claim fromm credit card company.?

paddy's_mum

In it's own quiet way, the answer has already been given to you. Write that letter to Trading Standards and send it recorded delivery. Send recorded delivery copies to both Tribal and to Hoover, stating that under the Sale of Goods Act, neither machine is "fit for the purpose". Keep certficates of posting for every contact you make. Take the name of every person you speak to, as well as date and time of call. At some time, you may need to provide your evidence.

Then sit back and wait to see what TS advise you to do. Personally, I would accept nothing short of a full refund from the company you purchased from = Tribal. Be careful that you don't accidentally agree to anything when they do phone you back to discuss the matter. You want your money back and nothing else will do!

Trading Standards will help you a lot, but you need to work hand in hand with them.

I'd also be putting this little saga on the vent board, for others to add to or comment on. See whether Tribal or Hoover enjoy that! Good luck and don't give in - you are not acting unreasonably.

alanco15

i got fed up waiting for tribal to call me so , i rang them i waited the usual 20 minutes to get through !!!:mad:

and was told that they have spoken to hoover and they said they would repair it and if it happened again then look at getting it uplifted .:rolleyes:

not sure if they are just trying to get me to accept the repair by saying that.

but i pointed out to tribal that i now know it is their responsibility to supply suitable goods, and i wish a refund underr the sale of goods act and the loss of consumer confidence in the product (as advised my t/s ), they say they have to speak their supervisor about it but conviniently he was not available, the say they will speak to him tomorrow and give me a call.
so another day of stress tomorrow waiting for a call but will probably end up waiting to get through to them again.
you never know they may just agree to thw refund but i'm not holding my breath.

if they refuse how do i go about pursuing them apart from writing letters etc, will i need a solicitor ,will it cost me anything etc, how long do these things usually take ?
i need to sort it out quick as we have 3 kids (1 baby) and the washing is piling up !!:eek: ,
it will cost me alot of money anyway driving some distance to a launderette to use their machines.
thanks for your thoughts so far much appriciated.

alanco15

quick update,
phoned them at the end of the day, fed up waiting again,
they said still no news as they havn;t seen their supervisor, as he is still working down in the warehouse ?
this has really annoyed me , are they honestly saying there is no one who can answer me and give me a yes we can refund you or not so i know where i stand.

i will be taking it further writing the letters trading standards told me to write , and go from there , it is only about 50 minutes from me so i may go there next week and try to track down this ellusive supervisor !

they also said they spoke to hoover and they said that as it was the first fault with this unit they were prepared to fix it then if it goes wrong again then uplift it.
but i have lost all confidence with this product,
what do you guys think.?
where do i stand regarding additional cost for launderette services .