Extended warranty - Dreams bed

[MYOB]

Hello

Ordered a new bed in Dec 2014, and purchased an extended 10 year guarantee. We have just successfully claimed for a replacement mattress under the guarantee with free delivery etc. However, they are stating that the extended guarantee we purchased is no longer valid and we have to purchase a new one, should we wish to extend the normal 12 month guarantee.

I can not see anything in their T&Cs about the expiration of the guarantee once a claim is made, and that we would have to pay for another with the new replacement. Is this normal or legal?

Thanks.

[TwigtheWonderkid]

It seems pretty reasonable. Extended 10 yr guarantee is to replace item if it fails. It failed and they replaced it. Guarantee honoured.

New item comes with standard guarantee, pay up if you want to extend it. I'm not seeing the issue.

[MYOB]

TwigtheWonderkid said:

It seems pretty reasonable. Extended 10 yr guarantee is to replace item if it fails. It failed and they replaced it. Guarantee honoured.

New item comes with standard guarantee, pay up if you want to extend it. I'm not seeing the issue.

Thanks for your thoughts. I'd wrongly presumed that the 10 year extended guarantee would continue to apply for 10 years, irrespective of number of claims. However, I accept that this would not make any sense for the company as it would be open to abuse. I'm leaning towards purchasing another extended guarantee but thought I would check other views as I have not had experience of this previously.

[eybic]

With most warranties you don't get a warranty on the replacement part unless you pay for it.

[thescamper]

eybic said:

With most warranties you don't get a warranty on the replacement part unless you pay for it.

The warranty runs from the original date of purchase, I would have assumed that if I had purchased a 10yr warranty it would run for 10 years how ever many replacements I had.

[Riley Blue]

thescamper said:

eybic said:

With most warranties you don't get a warranty on the replacement part unless you pay for it.

The warranty runs from the original date of purchase, I would have assumed that if I had purchased a 10yr warranty it would run for 10 years how ever many replacements I had.

You've had assumed wrong. As far as I know, that has never been the case (now someone will prove me wrong...)

[Al U]

Just to give another perspective on this.

We bought an Ikea mattress about a year ago which comes with a 25 year guarantee as standard. This is a very good guarantee.

Unfortunately the mattress isn't as good. We are on our FOURTH replacement, every time I phone up to tell them the side has collapsed they arrange for guys to come and pick it up on a saturday and they bring a replacement with them. I'm happy to repeat this process for as long as they are willing to.

I am not sure what the difference between guarantee and warranty is...

[eybic]

thescamper said:

eybic said:

With most warranties you don't get a warranty on the replacement part unless you pay for it.

The warranty runs from the original date of purchase, I would have assumed that if I had purchased a 10yr warranty it would run for 10 years how ever many replacements I had.

Sorry, I think I got confused, it may be different but when I worked for Renault a 12 month warranty was given on parts and if that part failed after 6 months, you didn't get a new 12 month warranty you got the remainder of the existing warranty.

[herewego]

If I bought something with a ten year guarantee I'd expect them to keep it going for ten years.

[don4l]

I sell stuff with options for 3 or 5 year guarantees. Making a claim does not invalidate the guarantee.

The guarantee is that the product will function correctly for the duration.

[essayer]

what did the terms and conditions say?

[anothernameitist]

I got a water bed from dreams, it burst.

Wet Dreams

[MYOB]

essayer said:

what did the terms and conditions say?

The only reference I can identify is under "limitations":

"if payment or replacement is made because the product is considered uneconomical or not possible to repair, the agreement ceases and we retain the right to take possession of the product/dispose of it".

Is this the relevant text that suggests any replacements are not subject to the existing extended guarantee?

[essayer]

MYOB said:

The only reference I can identify is under "limitations":

"if payment or replacement is made because the product is considered uneconomical or not possible to repair, the agreement ceases and we retain the right to take possession of the product/dispose of it".

Is this the relevant text that suggests any replacements are not subject to the existing extended guarantee?

Without seeing the rest of the agreement it seems pretty clear cut to me.

[herewego]

You've been scammed. Extended warranties are well known to be, let's say, not good value. If the replacement lasts as long as the first one you'll be getting 3 years use from a product that should last 30.

[MYOB]

herewego said:

You've been scammed. Extended warranties are well known to be, let's say, not good value. If the replacement lasts as long as the first one you'll be getting 3 years use from a product that should last 30.

True, but equally, if we hadn't purchased the extended guarantee, we wouldn't be getting a replacement bed!

[MYOB]

essayer said:

Without seeing the rest of the agreement it seems pretty clear cut to me.

Well, I agree to an extent, but thanks for your thoughts.

[twister]

herewego said:

If the replacement lasts as long as the first one you'll be getting 3 years use from a product that should last 30.

You think a mattress should last 30 years???

[herewego]

twister said:

herewego said:

If the replacement lasts as long as the first one you'll be getting 3 years use from a product that should last 30.

You think a mattress should last 30 years???

Of course.

[D1ckie]

MYOB said:

TwigtheWonderkid said:

It seems pretty reasonable. Extended 10 yr guarantee is to replace item if it fails. It failed and they replaced it. Guarantee honoured.

New item comes with standard guarantee, pay up if you want to extend it. I'm not seeing the issue.

Thanks for your thoughts. I'd wrongly presumed that the 10 year extended guarantee would continue to apply for 10 years, irrespective of number of claims. However, I accept that this would not make any sense for the company as it would be open to abuse. I'm leaning towards purchasing another extended guarantee but thought I would check other views as I have not had experience of this previously.

This is the same with cars. If you have a warranty replacement a day before your warranty expires, the new part is not covered by the warranty it was replaced under and the warranty ends the day your original warranty expires