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. It is 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.
Appliance out of guarantee & unrepairable
A look at consumer rights when an appliance is out of guarantee but deemed unrepairable or is going to cost a lot of money to repair.
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?
Professional Consumer Help
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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 somewhat flexible to say the least, so conflict arises when the customer and retailer or engineer disagree on what is reasonable. I have many articles related to consumer rights on appliance repairs in the Articles filed under Consumer Advice / Consumer Issues category.
Which? Money Helpline Saves Members Over a £Million
Being a Which? member comes with many benefits which help make us a much more informed consumer. I’ve just read an article describing how their money telephone helpline has saved members more than £Million with its advice and guidance during their first two and a half years.
Consumer law is often complicated. Sometimes we think we have a case when we don’t and visa versa. Check out all the benefits of taking out the £1 trial on my affiliate article here – Which? £1 offer – what’s the catch?
Have you ever been fobbed off with the phrase, “sorry, the manufacturer said it’s out of guarantee so there’s nothing more we can do”? Here is just one example which proves that this response is not always true. This appliance was 2 months out of guarantee and deemed unrepairable – fridge freezer 4 months out of guarantee. Here’s another example – High quality Hob only lasted 4 years
For more examples and information see Out of guarantee – even by a long time doesn’t always mean you should pay.
But making only the retailer responsible has always struck me as being quite hard on retailers. I wouldn’t be surprised if they all feel quite hard done by. This might explain why we have to fight so hard to get anywhere with them Is the Consumer Rights Act 2015 too hard on retailers?
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
This article about returning white goods appliances under distance selling regulations was inspired by my personal experience of trying to return a large product under these regulations. I found the company involved reluctant to comply and they put several obstacles in our way.
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?