Out of Warranty Repairs: Do You Have to Pay?
Under the Consumer Rights Act 2015, goods must be of satisfactory quality and last a reasonable time. If an appliance fails prematurely due to an inherent fault, you may have a valid claim against the retailer regardless of whether the manufacturer’s guarantee has expired – up to six years after purchase (five in Scotland). Whether a specific case is valid depends on the purchase price, type of fault, how the appliance was used, and how long it lasted.
Being told “the guarantee has run out so there’s nothing we can do” is one of the most common responses consumers receive when an appliance develops a fault. In many cases, it is simply not true. Your statutory rights under the Consumer Rights Act 2015 exist independently of any manufacturer’s guarantee – and they can apply for up to six years.
“I’m sorry, the guarantee has run out so there’s nothing we can do.”
This statement – whether from a retailer or a manufacturer’s engineer – is often incorrect. The manufacturer’s guarantee and your statutory rights are two completely separate things. A guarantee expiring does not end your rights under the Consumer Rights Act 2015.
This article provides general guidance only and does not constitute legal advice. For your specific situation, contact Citizens Advice, Resolver, or a legal professional.
The Key Distinction: Guarantee vs Statutory Rights
These two things are frequently confused – and retailers rely on that confusion.
Manufacturer’s guaranteeA voluntary commitment from the manufacturer – typically one or two years. When it expires, the manufacturer has no further obligation to you. This is what the manufacturer’s engineer means when they say “it’s out of guarantee.”
Statutory rights (Consumer Rights Act)A legal obligation that sits with the retailer – not the manufacturer. These rights require that goods are of satisfactory quality and last a reasonable time. They apply for up to six years regardless of any guarantee period.
When a manufacturer’s engineer tells you the guarantee has expired, they are technically correct about their own obligations – but this says nothing about the retailer’s obligations. Your claim is always with the retailer, and that claim may be very much alive.
What “Reasonable Lifespan” Means in Practice
The Consumer Rights Act does not guarantee that appliances will never break down. It requires that they last a reasonable time and are free from inherent faults. What is reasonable depends on the specific circumstances – there is no fixed answer, but there are useful factors to consider.
| Scenario | Likely view | Strength of claim |
|---|---|---|
| Expensive premium appliance fails terminally at 18 months | Almost certainly not a reasonable lifespan | Strong |
| £700 washing machine with drum bearing failure at 5 years | Below reasonable expectation for that price | Reasonable – cases have been won at this point |
| £500 appliance with thermostat failure at 2 years | Borderline – open to interpretation | Arguable – worth pursuing |
| Budget £199 machine after 3 years of heavy daily use | May be considered acceptable wear | Weaker – but price per wash may be relevant |
| Same fault recurring within the guarantee and again shortly after | Clearly not of satisfactory quality | Strong – pattern of failure is compelling evidence |
| Cosmetic damage claimed by retailer as not covered | Incorrect – all parts of a product must meet the standard | Retailers cannot exempt parts from the Act |
The law deliberately does not specify exact time periods – it is based on what a reasonable person would expect. This gives consumers flexibility to argue their case, but it also means outcomes are not guaranteed. Read more in our full guide: Consumer Rights Act and faulty appliances.
Real-World Examples That Illustrate the Principle
Abstract rules are easier to apply when you see how they work in practice. The following examples illustrate when the Consumer Rights Act applies beyond the guarantee period – and when it may not.
Expensive coffee machine: 30 months old, serious fault
A consumer purchased an expensive coffee machine which suffered a serious fault 30 months after purchase – 18 months outside the manufacturer’s guarantee. The advice was clear: an expensive coffee machine should be expected to last more than two and a half years. The retailer had sold a product that was not of satisfactory quality and was obliged to repair it free of charge.
The outcome would have been different if it had been a cheap machine, used unusually heavily, or the fault had been minor.
Automatic garage door: same part failing three times in three years
A garage door came with a two-year guarantee. The same part failed twice during the guarantee and was replaced both times. Eight months after the guarantee expired, the same part failed again. The retailer claimed the customer had to pay because it was out of guarantee.
This was incorrect. Under the Consumer Rights Act, goods must be durable – and the same part failing three times in three years clearly demonstrates it was not. The customer was entitled to a free repair. When the company refused, the consumer claimed successfully through their credit card company under Section 75 of the Consumer Credit Act.
Washing machine drum bearings: nearly 5 years old
Cases have been won where drum bearings failed on washing machines after nearly five years. A drum bearing failure is a serious, expensive fault – and on a mid-to-high-priced machine used normally, five years is below the reasonable expectation of lifespan. The retailer was held responsible under the Consumer Rights Act.
Multiple faults on two consecutive appliances within 13 months
A cooker developed six separate issues across two different models (the first was replaced under guarantee) within 13 months. The retailer claimed the third machine’s problems were out of guarantee. However, the pattern of repeated failures across two models is strong evidence that the product is not of satisfactory quality. The retailer cannot exempt parts it labels “cosmetic” – all parts of a product must meet the standard of satisfactory quality.
When Is a Claim Stronger – and When Is It Weaker?
Stronger claims
Higher purchase price relative to the age of failure. Terminal or catastrophic fault – not a minor repair. Premium brand that markets itself on quality. Fault recurring after previous repairs. Same part failing multiple times. Machine used normally and maintained properly. Machine that is within the first six months (burden of proof reversed).
Weaker claims
Very budget machine used very heavily. Minor fault on an older appliance. Fault clearly caused by misuse or abnormal use. Very long time since purchase (approaching six years). Damage caused by external factors rather than inherent product quality.
Normal deterioration over time is expected and not claimable. The question is always whether the failure represents an inherent fault or premature failure – not whether the product has aged at all.
Why Retailers Still Refuse – and What You Can Do About It
Most retailers know that the majority of consumers will accept a refusal based on an expired guarantee and walk away. This makes blanket refusal commercially rational – they only face the cost of the small proportion of consumers who push back.
The result is a system where valid claims are routinely rejected on the assumption that persistence will not materialise. This is why understanding your rights and being willing to escalate is so important.
-
Get the fault diagnosed first. No retailer will discuss a remedy until the exact nature of the fault is known. Have the appliance inspected – this is usually a prerequisite for any claim, regardless of how obvious the problem appears. Without a diagnosis, you cannot establish whether the fault is inherent.
-
Contact the retailer in writing. Put your claim in writing, citing the Consumer Rights Act 2015 and stating clearly that you believe the appliance has not lasted a reasonable time for its price and type. A formal written claim is taken more seriously than a verbal request and creates a paper trail.
-
Do not be fobbed off by “it’s out of guarantee.” Respond in writing to clarify that the manufacturer’s guarantee and your statutory rights are separate. State that your claim is with the retailer under the Consumer Rights Act – not with the manufacturer under a guarantee.
-
Use Resolver or Citizens Advice if needed. Resolver is a free service that helps consumers raise complaints formally with retailers and escalate where necessary. Citizens Advice can advise on whether your claim is likely to succeed and help you draft correspondence. Both are free to use.
-
Consider the small claims court if all else fails. For claims under £10,000 in England and Wales, the small claims court is a relatively straightforward and low-cost route. Many disputes are resolved by a formal letter before action – before court proceedings actually begin. Retailers know that a court ruling against them creates a precedent and attracts attention.
-
Credit card Section 75 may apply. If you paid more than £100 on a credit card, Section 75 of the Consumer Credit Act makes the card issuer jointly liable with the retailer. This is a powerful additional route, particularly if the retailer has ceased trading. Your card provider may resolve the claim more readily than the retailer.
What About “It Was Just Wear and Tear”?
A common retailer response – alongside “it’s out of guarantee” – is to attribute any fault to normal wear and tear. This is sometimes legitimate, but it is also frequently used as a blanket defence against valid claims.
The question to ask is: is this the type of part that should wear out at this age, given normal use? Some components – motors, drum bearings, heating elements – are subject to mechanical stress and have finite lives. Others – thermostats, circuit boards, control panels – do a simpler job and should last significantly longer under normal conditions.
Likely acceptable wear
Carbon brushes on a motor after many years of heavy use. Drum door seal on a machine used twice daily for ten years. Door hinge on a heavily used appliance after many years.
Not acceptable wear – potentially claimable
A thermostat failing after two years on a lightly used appliance. A circuit board fault on a three-year-old premium machine. Drum bearings on a mid-range machine after four to five years of normal use.
Frequently Asked Questions
My appliance is out of guarantee – do I still have rights?
Yes. The Consumer Rights Act 2015 gives you up to six years (five in Scotland) to bring a claim against the retailer for an appliance that has not lasted a reasonable time or had an inherent fault. A guarantee expiring does not end these rights. The difficulty of making a successful claim increases over time, but the right exists throughout this period. See our full guide: Consumer Rights Act and faulty appliances.
My appliance is only just out of guarantee – is that different?
Yes – in your favour. A fault that develops shortly after a guarantee expires is more likely to be viewed as an inherent fault present at the time of sale than one that develops several years later. The shorter the gap between the end of the guarantee and the fault, the stronger your argument that the product did not meet the required standard. Read our dedicated guide: washing machine only just out of guarantee.
The retailer said it was just wear and tear – is that the end of it?
Not necessarily. “Wear and tear” is a legitimate defence, but it is also commonly used as a blanket refusal. Ask yourself whether the part that failed is the type that should wear out at that age given normal use. A thermostat, circuit board, or bearing failing on a two-year-old premium appliance is not typical wear and tear – it suggests an inherent quality issue. If you believe the retailer’s explanation is wrong, put your challenge in writing and escalate if necessary.
Who should I contact – the retailer or the manufacturer?
Always the retailer first. Your statutory rights under the Consumer Rights Act exist with whoever sold you the product – not with the manufacturer. The manufacturer’s engineer visiting to diagnose a fault does not transfer responsibility to the manufacturer. The retailer remains legally responsible for the remedy. See our guide: who is responsible for faulty appliances?
Does Section 75 apply if the retailer refuses my claim?
If you paid more than £100 on a credit card, Section 75 of the Consumer Credit Act makes the card issuer jointly liable with the retailer. This means you can pursue the claim with your credit card provider even if the retailer refuses – and card providers are often more responsive than retailers. This is a particularly useful route if the retailer has ceased trading. Note that Section 75 does not apply to debit card payments – for debit cards, the chargeback scheme may be available but is not a statutory right.
How do I escalate if the retailer won’t budge?
Start with a formal written letter before action – stating clearly that you intend to pursue the claim through the small claims court if the retailer does not respond appropriately. This alone resolves many disputes. If not, Resolver (free) can help you raise a formal complaint, and Citizens Advice can advise on your specific situation. The small claims court is the final route – it is relatively low-cost and straightforward for claims under £10,000.
The fault is recurring – the same thing keeps going wrong. Does that help my case?
Yes – significantly. A fault that recurs after being repaired, or the same part failing multiple times in a short period, is strong evidence that the product is not of satisfactory quality and lacks the durability the law requires. Document every repair, keep all correspondence with the retailer and manufacturer, and reference the pattern of failures explicitly in your claim. This pattern makes it very difficult for a retailer to argue wear and tear or normal product ageing.
Need help pursuing a claim?
Whether you need a fault diagnosed, an engineer to assess the appliance, or guidance on your next steps – Whitegoods Help can help.
43 Comments
Grouped into 19 comment threads.
5 replies Purchased a cooker March 2022. There was issue with the door which couldn't be fixed so had a different model sent in May 2022 as replacement as mine was not in stock. The handle came off in Feb 2023 and they sent a replacement part. Had the same door issue which was fixed this time but the engineer also repaired hinge on the top small oven as he said it had snapped. Engineer said someone should have fixed handle as it was in warranty and also said the bottom door is a common fault which Hotpoint are looking into. These were repaired in March 2023. Now I am just out of warranty and the other hinge has broke and the handle has come off yet again. (They are saying I will have to pair for repairs even though this is 6 issues in 13 months on 2 different models. They also say the handle is cosmetic but without the handle you burn yourself trying to open oven door) Paid around £400 we are a family of 7 but only use the oven once a week as we use our 2 air fryers. Disappointed that a £400 appliance can have 6 issues in such a short time Could you please advise. Thankyou
5 replies Can I ask a new question please? I have extended warranty with Domestic & General, who employed Whirlpool to send an engineer to look at our Cannon gas freestanding cooker. I claim the cooker main oven heats hotter on the left, and thereby has damaged the side panel because it’s blistered all over from the heat, the right side is unaffected. The engineer turned on the two largest cooker hobs, the dual purpose small oven/grill and the main oven reg 8. I turned it down to 6. He made his way towards the door and told me it’s got to be on for one hour. I was shocked, he said he’s going to other jobs. After an hour (4.30pm) he called to say, he was busy and would be another half hour. I asked him if I could turn it off for a while because I was very hot. I wasn’t happy he left me to do the test. He said no, I couldn't turn it off for a while. At 5pm he called and told me he was still not ready and would be half an hour I told him I was not willing to continue today. He suggested the next day, I said no, Friday. He agreed. I had to put it off for a few days because it was horribly hot and I was anxious. He wasn’t very careful when he lit the cooker hob rings because there were canisters either side of the cooker and I had to dash forward to retrieve them because they were near the flames and it was dangerous. On Friday he called me one hour before he was due to arrive, so I could copy his test. I turned on the cooker and after an hour he arrived. When he got here he noticed I'd lit the small oven and not the grill. He turned it to grill and was wiggling a thermometer between the cooker and the side panel. After about half an hour of doing this, the cooker was all lit up still, I went to walk to the door turned to look over my shoulder and noticed the overhead fitted units had blistered really badly. They looked like molten cheese under a grill. They had bubbled and blistered. The engineer wouldn’t admit it was the heat test that did it. The bubbling went down after the heat was off for a while but the overhead door has suffered permanent damaged. I told the engineer I was going to claim from Domestic & General. Find out a couple of months later from Whirlpools own insurance dept he has his own Public Liability Insurance. Whirlpool sent my claim to NIG who I recently received an email from declining my claim. I read with eyes on stalks, his lies to them. He’s not impartial and doesn’t want to get in to trouble, but the lies. I’m so furious and disgusted. I won’t be one of those people who falls away defeated. It’s not so much about the damage to the units now, it’s the fury of his lies. His insurer even uses quote marks with lies in them. How dare he do that. From the email from his insurer I learn the test should have been performed differently and the engineer put me in potential danger and was negligent. Whirlpool are not helping me with info I require about their test. They don’t want to discuss anything to do with the claim though I tell them of the danger he put me in. I’m going to fight back. I should not have been asked to perform the test myself, it’s an engineer’s job to do a test, I’m just a householder. It’s not my fault I did the test wrong. The engineer told his insurer a person in the gas technical dept in my presence that day told him he could leave me alone for an hour and I was a party to the call. This is a lie, the engineer didn’t speak to anyone on the phone in my presence nor do I remember him being on the phone at all. He names this person and I’ve tried 3 times to speak to him but Whirlpool don’t put calls through. Phew, obviously there’s more. As an engineer yourself do you have knowledge of householders being left to do tests themselves. The third party is either covering for the incompetent engineer or doesn’t know. Whirlpool will know now because I sent them a copy of the insurers letter setting out the declined claim. That way they will see the dodgy practise. I’m pressing on with this. Any ideas pls? Still haven’t got cooker fixed and extended to 5 years warranty expires in December I think. Whirlpool and Domestic & General shocking to deal with.
Can I ask a new question please? I have extended warranty with Domestic & General, who employed Whirlpool to send an engineer to look at our Cannon gas freestanding cooker. I claim the cooker main oven heats hotter on the left, and thereby has damaged the side panel because it’s blistered all over from the heat, the right side is unaffected. The engineer turned on the two largest cooker hobs, the dual purpose small oven/grill and the main oven reg 8.
I turned it down to 6. He made his way towards the door and told me it’s got to be on for one hour. I was shocked, he said he’s going to other jobs. After an hour (4.30pm) he called to say, he was busy and would be another half hour. I asked him if I could turn it off for a while because I was very hot. I wasn’t happy he left me to do the test. He said no, I couldn’t turn it off for a while. At 5pm he called and told me he was still not ready and would be half an hour I told him I was not willing to continue today. He suggested the next day, I said no, Friday. He agreed.
I had to put it off for a few days because it was horribly hot and I was anxious. He wasn’t very careful when he lit the cooker hob rings because there were canisters either side of the cooker and I had to dash forward to retrieve them because they were near the flames and it was dangerous.
On Friday he called me one hour before he was due to arrive, so I could copy his test. I turned on the cooker and after an hour he arrived. When he got here he noticed I’d lit the small oven and not the grill. He turned it to grill and was wiggling a thermometer between the cooker and the side panel. After about half an hour of doing this, the cooker was all lit up still, I went to walk to the door turned to look over my shoulder and noticed the overhead fitted units had blistered really badly. They looked like molten cheese under a grill.
They had bubbled and blistered. The engineer wouldn’t admit it was the heat test that did it. The bubbling went down after the heat was off for a while but the overhead door has suffered permanent damaged. I told the engineer I was going to claim from Domestic & General. Find out a couple of months later from Whirlpools own insurance dept he has his own Public Liability Insurance. Whirlpool sent my claim to NIG who I recently received an email from declining my claim. I read with eyes on stalks, his lies to them. He’s not impartial and doesn’t want to get in to trouble, but the lies. I’m so furious and disgusted. I won’t be one of those people who falls away defeated. It’s not so much about the damage to the units now, it’s the fury of his lies.
His insurer even uses quote marks with lies in them. How dare he do that. From the email from his insurer I learn the test should have been performed differently and the engineer put me in potential danger and was negligent. Whirlpool are not helping me with info I require about their test. They don’t want to discuss anything to do with the claim though I tell them of the danger he put me in. I’m going to fight back. I should not have been asked to perform the test myself, it’s an engineer’s job to do a test, I’m just a householder. It’s not my fault I did the test wrong. The engineer told his insurer a person in the gas technical dept in my presence that day told him he could leave me alone for an hour and I was a party to the call. This is a lie, the engineer didn’t speak to anyone on the phone in my presence nor do I remember him being on the phone at all. He names this person and I’ve tried 3 times to speak to him but Whirlpool don’t put calls through.
Phew, obviously there’s more. As an engineer yourself do you have knowledge of householders being left to do tests themselves. The third party is either covering for the incompetent engineer or doesn’t know. Whirlpool will know now because I sent them a copy of the insurers letter setting out the declined claim. That way they will see the dodgy practise. I’m pressing on with this. Any ideas pls? Still haven’t got cooker fixed and extended to 5 years warranty expires in December I think. Whirlpool and Domestic & General shocking to deal with.
Likely replying to Lorna Stone
Hello Lorna. It sounds very frustrating and complicated. It’s not really about the subject of this article to be fair but I would say firstly that as your policy was with Domestic and General and it was they who sent whirlpool on their behalf then Domestic and General are ultimately responsible. However, in cases like this it is very hard to get a company to be candid and honest about it because of the complicated relationship they have with the person they have sent.
One thing I’m not sure about is these, “tests”. If you just turned on the appliance for an hour before the engineer came I don’t understand how that is carrying out a test? The test would be when the engineer had arrived and started checking temperatures? I do think it is disappointing that an engineer would switch on a gas appliance and then leave it to go to another job when there is no guarantee (as proved to be the case) that he could get back in time, and especially when the complaint was that heat was damaging the surroundings!
I think at the end of the day the manufacturer may well say that if the appliance has been installed exactly as described in their installation instructions that it should be impossible for heat damage to occur to surrounding areas. There are minimum gaps allowed between such an appliance and surrounding areas. That is of course unless there is a fault somewhere. Sometimes this happens where due to a bad design heat from the oven can damage the appliances control knobs and fascia. If the heat damage is to the appliance itself though that’s different unless it has been installed incorrectly.
Unfortunately you are embroiled in a complex case with several different parties so I feel for your situation. It is very difficult when a customer has a dispute with an engineer and that engineer has been sent by an independent third party. It is a nightmare.
Likely replying to Andy Trigg (Whitegoodshelp)
Dear Andy, thank you so much for your reply. I was so happy reading what you had to say, and that you actually grasped the problem. You know, I send emails and I can see the other party has either not read them properly, or in some cases hasn’t read it all. Grrr!
Thanks for taking the time to answer.
Two weeks ago I was waiting for a Whirlpool engineer, got a call from the company, the engineer went sick on the job. They arranged for a visit the next day between 10am and 1pm. Waited until 3pm then called them. Guess who was supposed to come both days? Yes, the engineer who damaged my units. He didn’t bother to contact Whirlpool and say he couldn’t do the job because of insurance claim. No, he just ignored me, what a coward, he went sick rather than do my repair. I’m completely nonplussed. I couldn’t have let him in though. The call handler phoned him, messaged him, emailed him and he didn’t respond.
Anyway, waited 2 weeks for a different engineer who attended yesterday. I picked his brains regarding heat tests. I showed him the damage on the left side panel and pointed out the right side was unaffected. I asked him how he does heat tests. He said he puts a thermometer gadget inside the oven at reg 9. Turns on the small dual purpose oven to maximum. He tests between the cooker and the side panel with a probe for 20/25 minutes. He doesn’t turn on the hob rings, nor the grill. He tests the hob rings by putting a gadget in the flames, and the grill with a gadget held above it on the bottom of the fascia panel. I asked if he leaves or stays, he said stays. He saw I was taking notes and I told him I would quote him and asked if he was worried.
I assured him I’m honest and I would quote just as he said. I asked if he would stand by what he said, and he said “yes”. I’d met him before, I don’t know if he will be asked to verify what he said by Whirlpool, but if one tells the truth and knows the test described is a bonafide one, there’s no need to worry. I think probably behind the scenes the engineer, initial M, was asked to explain. Whirlpool won’t talk to me now because of the insurance claim, honestly Andy it would cost a few hundred pounds at most. Whirlpool are shutting me down because though I claimed on M’s public liability insurance, and he’s a contractor, he’s their employee. I know someone (retired) who was a loss adjuster, he says go after Whirlpool and Domestic & General, but Whirlpool first, he thinks they have more liability and that’s why they won’t cooperate answering questions about tests and lots more.
Whirlpool will incriminate themselves if they disclose their engineer did a test that didn’t conform to their rules. Whirlpool have told me to seek legal help. I haven’t gone after them yet, but they are next in my hit list. I’m doing lots of investigating. I’ve contacted BT for a record of incoming calls called a data subject request it will show calls to our landline on 11th May, because the engineer says he called me at 4.30pm to call off the test. In fact we spoke at 5pm and he was still willing to come at 5.30pm. I called it off at 5pm, M will have to explain why he called me at 5pm, as I’ve always maintained he did. Unfortunately to get the info I want from BT takes 4 to 6 weeks. I was given an address to seek same, because they said that might get a response faster. It’s been one and a half weeks since I requested this.
I asked for a test from Whirlpool that D&G identified when I asked them to look at their computer and tell me what the engineer had reported. Info was very scant but mentioned D144. I emailed both Whirlpool Managing Direct UK and Whirlpool under the Freedom of Information Act seeking info on D144. I was informed yesterday on the phone that the Act doesn’t apply to them and it’s an in-house test which they won’t disclose. I knew the Act didn’t really apply, but some big companies may cooperate. It had them running around for two weeks lol. It had someone looking up the Act the caller told me.
Haven’t replied to his insurers NIG yet, but the loss adjuster friend said it’s very difficult to get an insurer to change their minds. He gave me very useful tips though. Simple one, “The gas engineer is not impartial because he doesn’t want to incriminate himself”. I urge your readers who read this, and feel they don’t have a voice when complaining or get a satisfactory outcome, to keep the pressure up. Keep going, not only is it satisfying that you are giving it your best shot, but the outcome may be favourable. I won’t stop until I get a positive outcome. The engineer lied about the test and how it was performed, I will never stop chasing this because of the lies. If the insurer paid up I’d never have known about the incompetence.
I’ve resorted to record, on my iPad phone calls that may be pertinent. I resisted doing that to the engineer who visited yesterday, that’s why I was firm that what he told me he’d stand by, giving him the opportunity there and then to tweak it. I wasn’t trying to catch him out. I know I can go after Whirlpool and D&G but I have my sights on the engineer because he lied and put me in danger with the flawed test. I’m livid he lied. I bristle when I read the insurer’s email. I posted on Trustpilot, (that’s not like me) and got a response from Whirlpool on the site, that was nonsensical and again referred me to get legal advice, but they watch Trustpilot intently and are fast to respond. Pity the poster wasn’t more articulate. He used the word advise three times in a sentence. I’m going to update what I wrote, but unfortunately I think one has to erase the first review to update. I want to keep my first one up longer before I update.
Thank you Andy.
Likely replying to Andy Trigg (Whitegoodshelp)
Hi Andy,
I purchased a Ninja Foodi 15 in 1 – three months out of the 12 month warranty period – it’s not working. Ninja customer advisor said trouble shooting shows that it may need a new probe/jack – but not in stock and they don’t know when it will be back in stock. They offered 50% off a new appliance. Said they don’t offer repairs and can’t guarantee that probe/jack will resolve problem. Not risking buying a new one especially as it’s an expensive item. Other people have faced same issue – there are posts online and on Ninja website reviews for same item. They said they can’t replace item as it is out of the warranty period. Are there any consumer rights for this? As it is a common fault that people are experiencing round the 13 month mark?
Hello Mrs S. it sounds like you have a good case to request a replacement or refund from the retailer under the Consumer Rights Act 2015. Repairs must be carried out within a reasonable time. Also, the appliance should be of sufficient quality, and should last for a reasonable time.
I would tell the retailer that not only has it not lasted a reasonable time before breaking down, but the manufacturer has so little confidence that they can repair it in anything like a reasonable time, that they have offered a heavy discount on a new one. They have also told you that they cannot even guarantee that this part, which they have no idea how long will take to obtain, will even fix the fault.
It’s important to remember that the manufacturer has no obligation to replace an appliance, only to repair it under its guarantee – although they too should do this within a reasonable time. The fact that they have offered to supply you a new one at 50% discounted price is strong evidence in your favour that you cannot get your appliance repaired in anything like a reasonable time. Which is unacceptable on a 13 month old product.
2 replies Hi My hotpoint larder fridge failed at 1 year 11 months. Purchase price £500. Retailer offered nothing other than speak to manufacturer. Best I could get from them was to buy an extended warranty apparently at a discount after much negotiation. It seemed the call centre worker was purley there to make a sale. After been backed into a corner I purchased this warranty at £147 and it is now repaired replacing the thermostat,common fault the engineer explained. Can you advise best actions with the retailer now I have evidence of the failure Kind regards Stephen
Hi
My hotpoint larder fridge failed at 1 year 11 months. Purchase price £500. Retailer offered nothing other than speak to manufacturer. Best I could get from them was to buy an extended warranty apparently at a discount after much negotiation. It seemed the call centre worker was purley there to make a sale. After been backed into a corner I purchased this warranty at £147 and it is now repaired replacing the thermostat,common fault the engineer explained. Can you advise best actions with the retailer now I have evidence of the failure
Kind regards
Stephen
Hi Stephen. The only thing I can say with any real certainty is that the retailer will not be interested in dealing with this issue. Unfortunately, that’s how they all are. So you would have to be very insistent, and potentially need to take them to the Small Claims Court. If you could get one of the consumer groups to be on your side then it might be a help, but otherwise they will definitely wash their hands of it.
The problem is, that it’s not possible to say that you definitely have a case that you would win. It has also been further complicated by you being persuaded to take out an extended warranty at £147.
In a nutshell, your issue is that 11 months out of its guarantee, the appliance broke down. You would have to show that this proved it was of insufficient quality, or had not lasted a reasonable time. If it had cost over £1000 for example, or it was one of the premium brands like Miele, then you may find it easier to convince that it is unreasonable for it to need a repair at under 2 years old.
Although £500 is still a lot, it’s a bit more nuanced as to whether a thermostat failure at just under 2 years old is acceptable or not.
I think most people would say that you shouldn’t expect an appliance to be breaking down and needing repairs at less than 2 years old. Especially one that isn’t as physically active as say a washing machine. But the old sale of goods act and the new consumer rights act 2015 never say that an appliance should not break down. Neither do they say that any breakdown under a certain time period is unacceptable. It is all relative, and dependent on all of the specific facts including price, brand, usage etc.
Your other point would be that if the engineer said it was a common fault, then you see this as evidence that it is not of sufficient quality. I think most people would agree, but the problem is no one is going to take any notice of any customer saying that an engineer said a specific thing. It’s annoying, but you don’t have to think long before you can understand why that would be. Anyone could say anything. So if it’s not written down anywhere, then it’s probably going to be treated as inadmissible evidence.
The whole consumer rights act is a bit of a mess in my opinion. It’s all extremely vague, and subjective. Sadly it’s probably always going to be like that because you can never say that one thing should not break down at all until it’s X years old. What if you have a family of 7 and buy the cheapest washing machine possible and use it to wash 2 loads of washing every day. If it breaks down at 18 months old it’s hardly surprising and should in reality be expected.
In my opinion parts that are not subject to heavy wear (as something like a motor on a washing machine would be), should not break down for many, many years if at all. If they are designed properly, they do a simple job and should not really be subject to breaking down. I would put thermostats on a fridge in that category. If they are designed properly and built properly I don’t see why any of them should breakdown, at least not for many many years. But sadly, there’s nothing anywhere that really states that as a fact. It seems that the accepted consensus is that these things happen and it’s just bad luck. I would suggest contacting someone like Revolver, or citizens advice, or Which? to see if they believe you have a strong case or not.
2 replies I have a Zanussi ZCV66078XA Agency Model purchased 26/10/20 on my late husbands credit card for £489.99 plus £84.99 to have it fitted. The cooker did not arrive until late November. It caused the glass splash back to crack with the heat escaping from two vents on the top of the cooker, I did not complain. The cooker is now tripping the fuse causing the main fuse to turn everything off. I have had a electrician to check out and the switch on the wall is ok, but the installation resistance was low. I have contacted the shop we purchased the cooker but as the warrantry is out of date I will need to pay for a engineer to come out, £90 plus pay for parts that it may need I do not feel this is fair and two years and 6 months old is not enough to the cooker to stop working. Can you please offer any help. Kind Regards Karen
I have a Zanussi ZCV66078XA Agency Model purchased 26/10/20 on my late husbands credit card for £489.99 plus £84.99 to have it fitted. The cooker did not arrive until late November. It caused the glass splash back to crack with the heat escaping from two vents on the top of the cooker, I did not complain. The cooker is now tripping the fuse causing the main fuse to turn everything off. I have had a electrician to check out and the switch on the wall is ok, but the installation resistance was low.
I have contacted the shop we purchased the cooker but as the warrantry is out of date I will need to pay for a engineer to come out, £90 plus pay for parts that it may need I do not feel this is fair and two years and 6 months old is not enough to the cooker to stop working. Can you please offer any help.
Kind Regards
Karen
Hello Karen. If you haven’t already, carefully read my article, which already explains everything that I was about to say to you in this comment about what constitutes a good case and a more difficult case.
The most common cause for a cooker or oven to trip the fuses is a faulty element. The only way to find the fault is by an engineer checking the parts with an insulation test meter.
Although still well within the six years that we get to claim compensation under the consumer rights act 2015 (5 in Scotland), two and a half years is a period where retailers can claim fair wear and tear is at play, which of course is not covered.
Unfortunately it is a very difficult area. You would need to be able to prove that the fault was inherently present when you bought the machine, or show that it has not lasted a reasonable time. My article above gives scenarios where it is easier on more expensive premium appliances, and less easy on budget appliances. Yours probably falls somewhere in between.
All retailers are guaranteed to say that after two and a half years it is just fair wear and tear. In many cases this is completely untrue, which is why I wrote this article in the first place. But the six years we get is not a six year guarantee. The consumer rights act 2015 does not say that any product should not break down within the first six years. Things can and do break down or wear out just due to normal wear and tear. Whether two and a half years is fair wear and tear is difficult to say. I personally think that it is not fair wear and tear for a part that is not subject to any mechanical stresses, and just has to heat up and cool down to fail after two and a half years. But the critical problem with the consumer rights act is that it leaves everything down to pure opinion. Even the very phrase “fair” is totally subjective. The retailer and manufacturer can honestly believe it is fair, and the consumer can strongly believe that it is not fair.
All I can say with certainty is that the manufacturer will do nothing, and the retailer will stick to the argument that it is just fair wear and tear. I can also say that no retailer will enter into any discussions about whether or not to cover a repair or even replace an appliance until they know exactly what has gone wrong and the appliance has been inspected. So whatever happens you do need to have an engineer to look at it.
If you believe you have a case that it should have lasted longer you will need to enlist the help of a proper consumer group like Which?, or Citizens advice, or Resolver. The latter of which acts as an intermediary between consumers and retailers or manufacturers.
2 replies Hi all. I have a 13 month old dishwasher that is out of the 12 months warranty period that Indesit offer. After a lot of back and forth, AO have agreed to consider a repair or replacement however, AO have asked me to pay for and supply a report and quote for repair. Once AO have this they will Consider they options. Am I liable to pay for the diagnosis or should this fall with AO to pick up the bill and arrange for the inspection? Thanks in advance Tomo
Hi all.
I have a 13 month old dishwasher that is out of the 12 months warranty period that Indesit offer.
After a lot of back and forth, AO have agreed to consider a repair or replacement however, AO have asked me to pay for and supply a report and quote for repair. Once AO have this they will
Consider they options.
Am I liable to pay for the diagnosis or should this fall with AO to pick up the bill and arrange for the inspection?
Thanks in advance
Tomo
Hi Tomo. After 6 months, the onus is on the consumer to prove that a fault breaches the Consumer Rights Act. However, I would have thought if a report shows that the fault was inherent or it’s a serious fault that shouldn’t have happened then you should be able to claim the cost back from then. There’s no way you should lose out financially if a product has breached the Consumer Rights Act.
To replace or refund after the 12 month guarantee they would normally need to be satisfied there was an inherent fault or something serious or unepairable has happened.
1 reply Hi, Please could you advise? I had a dishwasher delivered Nov 30th 2022 which had an issue with the module, and it wouldn't work. The engineer finally fixed it on January 6th 2023, 5+ weeks later. It has now stopped working again and all of my checks & fault finding lead me to believe it is some form of electrical issue, likely the same one again. I originally spoke to the manufacturer who refused to repair it as it was out of warranty by 5 days. I spoke to the retailer who are saying that they can't do anything about it until they receive repair reports from the manufacturer, of which they have no SLA timeframe for. They have even asked me to see if I can get proof by calling Whirlpool...? It seems unfair that a machine I bought wouldn't work for 5 weeks right from the off, and once fixed, breaks again less than a year later. How can I get over the hurdle of these reports from my previous engineer visit? Thanks!
Hi,
Please could you advise?
I had a dishwasher delivered Nov 30th 2022 which had an issue with the module, and it wouldn’t work. The engineer finally fixed it on January 6th 2023, 5+ weeks later.
It has now stopped working again and all of my checks & fault finding lead me to believe it is some form of electrical issue, likely the same one again.
I originally spoke to the manufacturer who refused to repair it as it was out of warranty by 5 days. I spoke to the retailer who are saying that they can’t do anything about it until they receive repair reports from the manufacturer, of which they have no SLA timeframe for. They have even asked me to see if I can get proof by calling Whirlpool…?
It seems unfair that a machine I bought wouldn’t work for 5 weeks right from the off, and once fixed, breaks again less than a year later.
How can I get over the hurdle of these reports from my previous engineer visit?
Thanks!
Hi Elliott. Your situation is an example of how the consumer tights act is pretty useless much of the time. Consumers should never be caught between 2 separate large companies, neither of whom want to do anything at all unless forced to.
The main problem is that you don’t really know what has gone wrong until an engineer has diagnosed the fault, and neither does the retailer. The retailer is the only one responsible under the Consumer Rights Act, yet how can they judge if a customer has a valid claim until an engineer has diagnosed a fault?
This happens all the time with white goods, and customers have nothing but trouble trying to get their consumer rights. I’m pretty sure the majority of people get very short-changed or just give up.
If something is obvious, where anyone can see something has gone seriously wrong, then retailers tend to act appropriately. But once something has gone out of its guarantee the customer only has rights if there was an inherent fault when it was sold, the product is of insufficient quality, or it’s not lasted a reasonable time.
But how can they know if any of those are the case? In most cases, they can’t. So they rely on the manufacturer to tell them what has gone wrong. But now it’s out of guarantee, the manufacturer doesn’t want to send an engineer out without charging. Unfortunately, that too, is understandable.
So that leaves the consumer in an impossible position. In fact, arguably all 3 parties are in impossible positions. That is the farce of the consumer rights act making only the retailer (who is clearly not responsible for any inherent faults or lack of quality) – responsible!
So the only thing you can do is get someone (preferably the manufacturer) to diagnose exactly what has happened. Only then can you decide what to do and whether or not you feel you have a case.
There is a possibility that the fault is not the same part. Or the manufacturer could accept the same part has failed and not charge you. But if they refuse, that’s when you would at least have some evidence that the same part has failed twice in such a short time. The retailer may do the decent thing. But they may still say the won’t do anything. In this case you would need to get the help from somewhere like Revolver.co.uk or Citizens Advice.
1 reply Sharp tumble drier purchased December 21. Absolutely dead after moving across kitchen. Had just moved house at the time and sadly cannot find paperwork. What, if anything, can I do?
Sharp tumble drier purchased December 21. Absolutely dead after moving across kitchen. Had just moved house at the time and sadly cannot find paperwork. What, if anything, can I do?
Hello Stephanie. If the appliance was working okay before it got moved, my first suspicion would be that it could just be related to it being moved. The first thing I would do is double check that the wall socket that it is now plugged into is definitely working okay and switched on properly by plugging a lamp or something into it. Also check any extension leads although ideally you shouldn’t use an extension lead with a tumble dryer. And finally try replacing the fuse with a thirteen amp fuse that you know is okay.
It is hard to think of anything that could cause an appliance to go dead just by moving it across the room. Also double check that the door isn’t twisted and is closing properly.
But if you need to call someone out under guarantee and you have lost the paperwork, then the first thing to try is to see if you can find reference to the purchase in your bank or credit card statements. Or even reference via email to its delivery. A manufacturer or retailer should accept these unless they can show that there is doubt that it actually refers to this particular appliance.
If all that fails I would contact the manufacturer, or the people that the instruction manual tells you to call for repairs under warranty, and ask them if it is possible for them to date the appliance from the serial numbers.
All manufacturers should be able to tell the exact month and year that any of their appliances was made because this information is encoded into the serial numbers. However this would only help if it showed that the appliance couldn’t possibly be out of guarantee. For examle, if you’d had it six months, and the serial numbers show that it was made nine months ago, then it must still be under one year old, and definitely under guarantee. This is an undeniable fact.
However, if you have had an appliance for six months and the serial number indicates it was manufactured fifteen months ago, which is possible, then you don’t have any proof that you can use because theoretically you could have bought it fourteen months ago for example.
1 reply Our drum has busted its a white knight dryer,ive been told its un repairable ,we've had it 4 years is there anything that currys can do thanks
Our drum has busted its a white knight dryer,ive been told its un repairable ,we’ve had it 4 years is there anything that currys can do thanks
Hello Ron. These things all depend upon how much they cost, and how they have been used. The average life expectancy of a tumble dryer should be about 10 years. So on that level it’s not even lasted half as long as you would expect. If an appliance is really cheap and doesn’t last very long, it might still be argued that it was reasonable value for money. For example, if a tumble dryer cost £150 and lasted 4 years it’s only £37.50 for each year, which could still be argued is pretty good value for money.
But if an appliance costs a few hundred pounds or more, then this increases the likelihood that it has been poor value for money and not lasted long enough for what it cost. This is especially true if it’s not even been used very heavily at all. So potentially you might have a good case that it has not lasted anywhere near as long as it should have and therefore you should be entitled to compensation from the seller. You may need to take advice from somewhere like citizens advice or Which?
1 reply Good morning Andy. I purchased a cooker from Currys on the 23/09/21 & raised the fault on the 01/10/22 so out of warranty. I am getting absolutely no where with Currys even when quoting The Consumer Right Act. They are now saying they can arrange for an enginner to look at the oven @ a costs of £119.00 to see if its a manufacturing fault & if it is then they will repair and refund the £119.00. But why should I have to pay as oven is just over a year & the main element or thermostat is gone in the main oven ??
Good morning Andy.
I purchased a cooker from Currys on the 23/09/21 & raised the fault on the 01/10/22 so out of warranty. I am getting absolutely no where with Currys even when quoting The Consumer Right Act. They are now saying they can arrange for an enginner to look at the oven @ a costs of £119.00 to see if its a manufacturing fault & if it is then they will repair and refund the £119.00. But why should I have to pay as oven is just over a year & the main element or thermostat is gone in the main oven ??
Hello Peter. It is normal for all retailers to insist on an engineer properly diagnosing any fault. No retailer can decide what to do without knowing exactly what has gone wrong. If you had an independent engineer’s report on the fault, they may accept that, but they will never accept the description of a fault that hasn’t been diagnosed by a proper engineer.
When they refer to refunding the engineer’s cost if it is found to be a manufacturing fault, one could argue they are being slightly disingenuous, because their engineer is not going to say it is a manufacturing fault. The engineer will merely find a fault, and that fault has occurred out of the 12-month guarantee period, and is therefore fully chargeable as far as they are concerned.
They are also only referring to an inherent fault. That is, a fault that was present when they sold it to you, a fault that is caused by a part being incorrectly manufactured or designed. This is very difficult to prove, and after the first 6 months have elapsed this proof has to be provided by the consumer. So unless you can get an independent engineer to write a report that says the fault is inherent, they will not accept it.
However, the consumer rights act does not just cover inherent faults. It also says that the products we buy should be fit for purpose, and should last a reasonable time. So your strongest argument is likely to be that it should not have failed after such a short time, and therefore is not of sufficient quality. But again, this is very often difficult to argue. This is where subjective judgement comes into play.
All of the relevant factors have to be considered. How much it cost, how it has been used (e.g. cooking for one person, cooking for family of 7), how serious is the fault? And how expensive? And how soon after purchase?
I would say that if a cooker was say, £200, and is installed in large family home, they might argue that it’s not unreasonable for a fault to have developed at this time, especially if it’s a relatively minor fault.
But if the cooker was £700, it would be much easier to argue that you should expect much better quality from such an expensive appliance. Likewise, if a major fault has developed, that is going to be extremely expensive to fix you could argue that this is unacceptable after such a short time.
Ultimately, on the surface, we appear to have a lot of very useful and sensible consumer rights in the UK. But in practice, the vast majority of people never get them because the people deciding the extent of our rights are the people who will financially lose out if they have to carry them out. It’s highly unsatisfactory. Of course, this is where consumer groups like Which? Citizens Advice and Resolver need to help us.
If you can’t successfully argue that it has not lasted a reasonable time, or been built to a reasonable standard then you need to contact one of the above for assistance. They would look at all of the facts, and advise you whether or not they feel you have a strong case or not.
1 reply Hi there I had a kitchen fitted in February 2019 with a Beko washing machine/dryer. I am a single person. Now, first of all, I know Beko is a fairly cheap make and there has been lockdown (maybe more washing), but just before Christmas, it started really moving about and making a loud aeroplane-taking-off noise especially in spin mode! I asked someone to look at it as it's out of warranty, and they said the drum was broken and I should replace it. However, I feel, even a cheaper washing machine should last longer than 2 years and 10 months. Beko are not being helpful at all. Any suggestions about if this is possible to be fixed/replaced without me having to pay.
Hi there
I had a kitchen fitted in February 2019 with a Beko washing machine/dryer. I am a single person. Now, first of all, I know Beko is a fairly cheap make and there has been lockdown (maybe more washing), but just before Christmas, it started really moving about and making a loud aeroplane-taking-off noise especially in spin mode! I asked someone to look at it as it’s out of warranty, and they said the drum was broken and I should replace it. However, I feel, even a cheaper washing machine should last longer than 2 years and 10 months. Beko are not being helpful at all. Any suggestions about if this is possible to be fixed/replaced without me having to pay.
Hi Shona. The manufacturer doesn’t have any obligations under consumer law. Only the retailer. I would agree that even a Beko should last longer than 2 yrs 10 months if it’s only been used to wash for one person.
The average life span of a washing machine is reportedly about 7 years these days. The only people you can complain to is the people you bought it from. If it was a kitchen installer they tend to be even worse than retailers at complying with the Consumer Rights Act 2015.
In theory you should be entry to a free repair but the reality is that we are left to fight with reluctant retailers. The best advice is to get help from Citizens advice or Which?
Leave a comment
1 reply Hi, our new build home came fitted out with Neff appliances, but our Washer dryer has gone faulty after 2.5 years (so 6 months out of warranty). We're being quoted £100 call out, plus (as they expect it's the heating element) another £160 plus labor to complete the fix. I understand the comments on the budget purchases, but I wouldn't have expected a more premium product to go faulty in such a short time? Do we have any route to push back on this?
Hi, our new build home came fitted out with Neff appliances, but our Washer dryer has gone faulty after 2.5 years (so 6 months out of warranty). We’re being quoted £100 call out, plus (as they expect it’s the heating element) another £160 plus labor to complete the fix. I understand the comments on the budget purchases, but I wouldn’t have expected a more premium product to go faulty in such a short time? Do we have any route to push back on this?
Likely replying to David
Hello David. Neff are supposed to be a higher end quality appliance. They have always had a good reputation for quality, albeit with very expensive repair and spare parts prices. I would imagine your washer dryer was very expensive, though the cost may have been hidden inside the price of the house. I think it is fair to say that such an expensive appliance shouldn’t really be breaking down and requiring very expensive repairs after 2 1/2 years but there are no actual rules on this, it is essentially a matter of opinion. And therein lies the problem.
That is of course assuming it’s not been heavily used. Whether or not we have a justifiable complaint is not only dependent on the quality and price of the appliance, but also on how it has been used. So for example if it was used eight or nine times a week and the dryer was used every time it might be considered heavy use, and expectations might have to be adjusted. But if it has just being used normally, then you may well have a case under the consumer’s right act 2015.
Any such case would be against the retailer, but if it came as part of the house then presumably in legal terms you bought it from the builders of your house. Unfortunately builders tend not to be so good at dealing with this kind of thing. As far as they’re concerned they install the appliances and if anything goes wrong the manufacturer fixes it. Once the guarantee has run out that’s it.
But they are completely wrong if they are the people who took your money. Under the consumer rights act they have an obligation to repair, compensate, or replace an appliance if it is deemed to have breached the act. The problem is of course that many of these things are subjective and retailers usually deny that they have breached the act. If they don’t agree with you, and as it is going to cost them a lot of money it’s no surprise they most likely won’t, then you are left with a fight on your hands.
There is nothing in the consumer rights act that says an appliance should not break down, or we should be compensated if one does break down after 2 1/2 years. So if you have a valid claim you have to argue that, as with the examples quoted in my article, it is unreasonable for a part to have failed so relatively quickly on a high-end and expensive appliance.
In these circumstances the manufacturers will almost always also deny any responsibility. There is always a slight possibility that a manufacturer might voluntarily offer a free repair, cheaper repair, or a discount on a new one so there’s no harm in testing them out, but do not be remotely surprised if they don’t happily give you a free repair.
So where does that leave you? Sadly, as I’ve grown to realise over the years, especially (when I’ve had my own consumer issues), in the UK we have excellent theoretical consumer rights that are routinely ignored and denied by retailers. As I’ve said many times they know very well that if they refuse to do anything than 99% of people do not have the stomach for a fight. If you do then I would suggest enlisting the help of a consumer group like Which? Or the citizens advice bureau. Alternatively they seem to be a few consumer disputes help sites that mediate between consumers and companies so you might want to try and find some of those.
1 reply Not sure if this thread is still read. I have a washing machine purchased in January 2020 so just out of warranty . Would this be covered, as the machine is now banging loudly during spin cycle. It was a lower range price model but I would have expected at least two years . Would I be wrong to expect that length of time owing to the price £199 btw it had been reduced in a sale at the time ,or have I just been unlucky ? . As you have already stated think the fact that you just get fobed off by them saying it is out off warranty, and the cost of repair . A new one can usually be bought .
Not sure if this thread is still read. I have a washing machine purchased in January 2020 so just out of warranty . Would this be covered, as the machine is now banging loudly during spin cycle. It was a lower range price model but I would have expected at least two years . Would I be wrong to expect that length of time owing to the price £199 btw it had been reduced in a sale at the time ,or have I just been unlucky ? . As you have already stated think the fact that you just get fobed off by them saying it is out off warranty, and the cost of repair . A new one can usually be bought .
Likely replying to Jo
Hello Jo. I still think even a cheap washing machine should last longer than 14 months. The problem is that until you know exactly what has gone wrong and how much it will cost t fix you don’t know if it’s something you should fight about or not. So say for example it was just something that had come loose and wasn’t too expensive to repair, contrasted with if it was going to cost £150. You need to have it looked at to determine the fault and then decide if it’s worth complaining to the retailer that it hasn’t lasted a reasonable time. But by that time you’ve already committed to paying the engineer.
1 reply I have an idea it fridge which was purchased on 15/11/14 ...fridge part WS never that cold till one morning it was warm I mean really warm rang indesut whobadvised defrost for 48 hours did this no change finlky had an engineer 02/07/15 who confirmed it was faulty and said in future models will have different compressor/ thermostat ....well again its warm and upon ringing indesit they said out of warranty part replaced was only 90 day warranty and tried to sell me extended warranty .....argos who I purchased from ate telling me its indesit and replaced part was guaranteed for 12 months from fitting indesit are saying contact argos argos are saying indedit .....argos and indesit have both said I need an engineers report £109 charge and then they will think about repair ....can I claim this charge back if fault is proven ? And what happens then am I entitled to repair or refund and if so off who ? Retailer or indesit ? Thank you iml completely getting passed from one to the other x
I have an idea it fridge which was purchased on 15/11/14 …fridge part WS never that cold till one morning it was warm I mean really warm rang indesut whobadvised defrost for 48 hours did this no change finlky had an engineer 02/07/15 who confirmed it was faulty and said in future models will have different compressor/ thermostat ….well again its warm and upon ringing indesit they said out of warranty part replaced was only 90 day warranty and tried to sell me extended warranty …..argos who I purchased from ate telling me its indesit and replaced part was guaranteed for 12 months from fitting indesit are saying contact argos argos are saying indedit …..argos and indesit have both said I need an engineers report £109 charge and then they will think about repair ….can I claim this charge back if fault is proven ? And what happens then am I entitled to repair or refund and if so off who ? Retailer or indesit ? Thank you iml completely getting passed from one to the other x
Likely replying to Joan Morgan
Hello Joan, there are links in my article above which explain Is manufacturer or retailer responsible for faulty appliances?.
0 replies Thank you very much for your reply , i will ask advice from citizens advice , you've bern very helpful
Thank you very much for your reply , i will ask advice from citizens advice , you’ve bern very helpful
0 replies Thanks for your advice. I really appreciate it.
Thanks for your advice. I really appreciate it.
0 replies Hello J. Yes I've been saying this for at least the last 10 years. I have written many articles (including this one Do we really need to dump our old inefficient appliances?) Unfortunately though, the truth is that there are already appliances that are greatly superior in build quality and longevity, and much better for the environment (eg Miele). But they remain niche products because most people will not pay out the extra cost for them. At the end of the day it's the the public's fault in my opinion. Despite modern advances in environmental campaigns and thinking, the vast majority of people prefer short termism in exchange for cheaper prices. I doubt that any government will enforce better build quality because essentially poor build quality needing constant replacement and sold at cheap prices are at the heart of the economy. If you were to force all manufacturers to build products that were of sufficient quality to rarely break down and last for a minimum of 15 to 20 years then two things would happen. Prices would catastrophically rise. Most products would probably quadruple in price. Selling a high quality product that lasts for a long time doesn't need replacing or repairing often is not a very good business model unless you are charging a very high premium price for it. The second thing that would happen would be the economy would crash as millions of jobs selling, repairing manufacturing packaging all these products just drain away. It's sad but true I'm afraid. Of course if the world genuinely is in danger it will have to be done at some point.
Hello J. Yes I’ve been saying this for at least the last 10 years. I have written many articles (including this one Do we really need to dump our old inefficient appliances?) Unfortunately though, the truth is that there are already appliances that are greatly superior in build quality and longevity, and much better for the environment (eg Miele). But they remain niche products because most people will not pay out the extra cost for them.
At the end of the day it’s the the public’s fault in my opinion. Despite modern advances in environmental campaigns and thinking, the vast majority of people prefer short termism in exchange for cheaper prices. I doubt that any government will enforce better build quality because essentially poor build quality needing constant replacement and sold at cheap prices are at the heart of the economy. If you were to force all manufacturers to build products that were of sufficient quality to rarely break down and last for a minimum of 15 to 20 years then two things would happen. Prices would catastrophically rise. Most products would probably quadruple in price. Selling a high quality product that lasts for a long time doesn’t need replacing or repairing often is not a very good business model unless you are charging a very high premium price for it.
The second thing that would happen would be the economy would crash as millions of jobs selling, repairing manufacturing packaging all these products just drain away. It’s sad but true I’m afraid. Of course if the world genuinely is in danger it will have to be done at some point.
0 replies The fact that manufacturers are allowed to make inferior products with such a short life and then refuses to repair them contributes massively to the mountains of pollution. Take a look at the images online of huge heaps of useless white goods. It is a hidden issue which needs highlighting, We should be fixing everything we can to reduce the terrible impact on the planet that these goods have. Take a look on Trust Pilot at all the major brands. They all get one star. They all all the same. They should be called to account and we can all do that by demanding our rights. That way we help the planet too.
The fact that manufacturers are allowed to make inferior products with such a short life and then refuses to repair them contributes massively to the mountains of pollution. Take a look at the images online of huge heaps of useless white goods. It is a hidden issue which needs highlighting,
We should be fixing everything we can to reduce the terrible impact on the planet that these goods have. Take a look on Trust Pilot at all the major brands. They all get one star. They all all the same. They should be called to account and we can all do that by demanding our rights. That way we help the planet too.
0 replies Hi: Many people don't realise the sale of goods act also applies to spare parts bought or even fitted by an engineer. In my opinion 90 day guarantees are disgraceful and imply to me that a company isn't serious about customer's rights. The idea that you can charge someone say, £250 for a new motor for example, and then try to insist it is only guaranteed for 90 days would be comical if it wasn't such a serious problem. A new part should be fit for purpose, last a reasonable time and be free from inherent faults just the same as a brand new appliance. The reality is there is no law which obliges any company to guarantee anything. Our rights are all tied up in the sale of goods act, anything else is just as the phrase goes, in addition to our statutory rights. Clearly 90 days will never stand up in a small claims court but it will fob many people off. Well done for fighting it.
Hi: Many people don’t realise the sale of goods act also applies to spare parts bought or even fitted by an engineer. In my opinion 90 day guarantees are disgraceful and imply to me that a company isn’t serious about customer’s rights. The idea that you can charge someone say, £250 for a new motor for example, and then try to insist it is only guaranteed for 90 days would be comical if it wasn’t such a serious problem. A new part should be fit for purpose, last a reasonable time and be free from inherent faults just the same as a brand new appliance.
The reality is there is no law which obliges any company to guarantee anything. Our rights are all tied up in the sale of goods act, anything else is just as the phrase goes, in addition to our statutory rights. Clearly 90 days will never stand up in a small claims court but it will fob many people off. Well done for fighting it.
0 replies I had a dispute a Shower manufacturer over a 7 month old spare part failure. The spare was purchased direct from the company. Initially the company hid behind its 90 day parts warranty, but, after the CAB and Trading Standards were brought into the matter, the company asked me to post the faulty part to the head office, and issued a replacement a day or two later. I'd replaced the shower by then with one of another brand. Still, the new and used spare parts got me a few quid back on ebay, so it was worth the hassle.
I had a dispute a Shower manufacturer over a 7 month old spare part failure. The spare was purchased direct from the company. Initially the company hid behind its 90 day parts warranty, but, after the CAB and Trading Standards were brought into the matter, the company asked me to post the faulty part to the head office, and issued a replacement a day or two later.
I’d replaced the shower by then with one of another brand. Still, the new and used spare parts got me a few quid back on ebay, so it was worth the hassle.
Purchased a cooker March 2022.
There was issue with the door which couldn’t be fixed so had a different model sent in May 2022 as replacement as mine was not in stock.
The handle came off in Feb 2023 and they sent a replacement part. Had the same door issue which was fixed this time but the engineer also repaired hinge on the top small oven as he said it had snapped. Engineer said someone should have fixed handle as it was in warranty and also said the bottom door is a common fault which Hotpoint are looking into. These were repaired in March 2023.
Now I am just out of warranty and the other hinge has broke and the handle has come off yet again.
(They are saying I will have to pair for repairs even though this is 6 issues in 13 months on 2 different models. They also say the handle is cosmetic but without the handle you burn yourself trying to open oven door)
Paid around £400 we are a family of 7 but only use the oven once a week as we use our 2 air fryers.
Disappointed that a £400 appliance can have 6 issues in such a short time
Could you please advise. Thankyou
Hello Zoe. Don’t let them fob you off with nonsense. The handle is not cosmetic, it’s clearly functional. But even if it was cosmetic, it shouldn’t make any difference. They can’t just name various parts and say that they are exempt from the Consumer rights Act 2015. Even if a part is 100% cosmetic, you paid for it, it forms part of the product and if it is broken or faulty it adversely affects your enjoyment of the product.
I would say your claim would be with the retailer, as the appliance is not of sufficient quality, as proven by all the issues you’ve had with it, but you may need to get the assistance of a consumer group like Which? Citizens Advice, or Resolver.
Main issue is because I had different model as replacement the retailer doesn’t want to know
Hello Zoe. That should strengthen your case not weaken it. It implies the appliance is poorly made. The problem is that retailers can sell all sorts of poor quality products but only have to compensate for a small fraction of the valid cases under consumer rights. This is because most people don’t try, and of those that do the majority give up when the retailers fight against it.
They’ve all realised that simply by refusing to comply they get rid of almost all cases. Try using Resolve web site or get in touch with Citizens Advice.
Looked on resolve and they don’t have any email contact for very.co.uk.
Should I ask a manager from very to contact me or should I find a way to email them so it’s all in writing
Likely replying to Zoe
Hello Zoe. I would contact citizens advice to make sure you have a solid case. I expect the retailer is very reluctant to have to replace an appliance twice. But if they have to replace it because of a valid consumer rights situation you would think they they should be able to claim from the manufacturer.