Vax not working - Customer service please help

3KIDSNOMONEY

I have a vax carpet cleaner which is 11 months old, it has stopped working correctly and i have had to contact vax who are going to collect it and mend it free of charge if it is a fault. If they consider it is down to 'misuse' then they are going to charge. All i want is a replacement at Argos but vax have refused to do this. Anybody else had any of these problems. No matter how much i have asked vax they refuse to let argos give a replacement.

pavlovs_dog

it never fails to amaze how ill informed brits about about their rights as a consumer.

because of the length of time you have had it, argos and vax are within their rights to offer you a free repair under your manufacturers guarantee. if it cannot be repaired, or it is uneconomical to do so, then they would look to replace the item. it would be disproportionatly costly for them to go handing out replacements willynilly, and they are acting perfectly within the law by offering a free repair after this length of time.

see THIS THREAD for more info

3KIDSNOMONEY

Fair enough - but they say they will charge if it is found to be a fault with misuse - i have only used it as stated in the instructions, but what they think of misuse might be different and then they won't give the machine back until i have paid charges.

crazyloon_2

3KIDSNOMONEY wrote: »

- i have only used it as stated in the instructions, but what they think of misuse might be different and then they won't give the machine back until i have paid charges.

if you've used it as per instructions theres nothing to worry about, if they think you have misused it i believe they have to give you a quote for the cost of repair first or the option to return it to you un-repaired....can anyone confirm this though please?

KILL_BILL

yes - they should contact you to confirm what the outcome of their investigation is to give you the oppotunity to get them to repair it and oyu pay for it

WISEMAN

My machine went wrong as well. I contacted customer services. The machine was old, and they offered me a special deal of a new machine for £99.99. They told me this machine usually retailed for £179.99, and I was given this special price as I was an existing customer. I was pleased with this, and put in an order – then when I checked on the website I saw that the £179.99 machine was on offer for £129.99. Strictly speaking what they said was true. But I thought that it didn't represent good practice.