In the UK, our consumer rights are defined by the Consumer Rights Act 2015, which replaced the old sale of goods act and added a few extra rights. Generally speaking, our consumer rights are the same no matter what product we have bought, or what service we have paid for. However, this section covers many specific issues and problems associated with buying white goods appliances, or having them repaired.
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Consumer rights on repairs
Consumer rights covering appliance repairs come under the buying services rights section of the Sale of Goods Act. The main rules are that repair work should be carried out with “reasonable care and skill, finished within a reasonable time and (if chargeable) at the cost agreed beforehand, or at a reasonable cost if you were unaware of a cost before”.
Unfortunately, the definition of reasonable is flexible to say the least. So conflict arises when the consumer, and retailer or engineer disagree.
General Repair Issues
- If an engineer doesn’t turn up can I claim compensation?
- Engineer can’t come for over a week is this acceptable?
- Do I have to wait in all day for an engineer?
- Is a 3 month guarantee on repairs reasonable?
Repair Issues Under Warranty
Do Retailers Lie?
- This appliance was 2 months out of guarantee and deemed unrepairable – fridge freezer 4 months out of guarantee
- High quality Hob only lasted 4 years
- Out of guarantee – even by a long time doesn’t always mean you should pay
- Washing machine only just out of guarantee do I have any rights?
- Up to 6 years to claim for faulty appliances
Should You Register the Guarantee?
You don’t have to register your appliance purchase or send in the guarantee card, but it makes sense to do so. Here is why Should you register the guarantee?
Distance selling of appliances
Manufacturer or Retailer?
Why can’t I complain to the manufacturer? They made it. aren’t they ultimately responsible? Is manufacturer or retailer responsible for faulty appliances?
Signing a delivery note
Delivery companies like us to sign that we’ve received goods in good condition. It’s often impractical to check them properly – If I sign a delivery note and appliance turns out damaged can I still complain?
Appliance is Faulty
If an appliance is faulty, not of satisfactory quality, or has an inherent fault, the Consumer Rights Act 2015 puts responsibility onto the retailer – even though it’s the manufacturer’s fault. This works OK if problems arise within the first month, but many claims against a retailer are when the appliance is out of guarantee.
Sometimes several years after it was purchased. By this time manufactures tend to wash their hands of it. They are not responsible (under consumer law).
They often refuse to help the retailer or consumer and just say, “sorry it’s now out of guarantee”. All of my knowledge of, and experience with, retailers strongly indicates that they feel this is unfair on them.
So they make it as hard as possible for us the consumer. We may have rights, but big retailers have nothing to lose by fobbing us off, and they routinely do so. Read my consumer related articles for unbiased and open minded advice. (is the sale of goods act too hard on retailers?)
More related articles
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- Bought an Appliance but what if the retailer goes bust?
- Claiming compensation from a retailer or repairer
- Consumers Lost Billions Not Using Consumer Rights
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- Second hand washing machine what are my consumer rights?
- Exploding door glass who’s fault is it?