Faulty Dishwasher - Small Claims?
Discussion
Just before Christmas our Dishwasher packed up (No, not Lady B, but the Neff). Thread here
It was new in Oct 15 and came with a 2 year warranty. In Jan 17 it had a fault and Neff repaired it replacing the Heat Pump and supplying a NIL invoice with the wording of "The chargeable work and parts fitted are guaranteed for a period of twelve months" (I had contacted Neff directly as that what the supplier requested).
Last month it stopped working again with the same error code. Neff didn't want to know saying machine now out of warranty and that the repair wasn't covered by 12 months warranty but rather expired with the warranty of the machine. Neff said a new repair was chargeable (£99 plus Parts). The supplier would contribute half the cost (£75) if I used their repairers. Neither repairer could come before Christmas so I arranged my own.
They said it was the Heat Pump and refused to repair it as they wouldn't offer a warranty. I paid a reduced call out charge. I relaid this to the supplier pointing out my rights under the Consumer Rights Act and the previous repair having 12 months cover, they then informed me Neff would be out to repair the machine. They did this and replaced the Heat Pump.
I'm now after reimbursement of the reduced call out charge. Supplier have said chase Neff. Neff have said no.
So it's either swallow the cost, or issue LBA to Neff. To me it's not about the money, but the principle. I also happen to think that under the Consumer Rights Act I'm covered as the machine was new in Oct 15, failed with a problem in Jan 17, and again with the same problem in Dec 17.
Thoughts on the matter would be appreciated.
It was new in Oct 15 and came with a 2 year warranty. In Jan 17 it had a fault and Neff repaired it replacing the Heat Pump and supplying a NIL invoice with the wording of "The chargeable work and parts fitted are guaranteed for a period of twelve months" (I had contacted Neff directly as that what the supplier requested).
Last month it stopped working again with the same error code. Neff didn't want to know saying machine now out of warranty and that the repair wasn't covered by 12 months warranty but rather expired with the warranty of the machine. Neff said a new repair was chargeable (£99 plus Parts). The supplier would contribute half the cost (£75) if I used their repairers. Neither repairer could come before Christmas so I arranged my own.
They said it was the Heat Pump and refused to repair it as they wouldn't offer a warranty. I paid a reduced call out charge. I relaid this to the supplier pointing out my rights under the Consumer Rights Act and the previous repair having 12 months cover, they then informed me Neff would be out to repair the machine. They did this and replaced the Heat Pump.
I'm now after reimbursement of the reduced call out charge. Supplier have said chase Neff. Neff have said no.
So it's either swallow the cost, or issue LBA to Neff. To me it's not about the money, but the principle. I also happen to think that under the Consumer Rights Act I'm covered as the machine was new in Oct 15, failed with a problem in Jan 17, and again with the same problem in Dec 17.
Thoughts on the matter would be appreciated.
Edited by Sir Bagalot on Saturday 6th January 00:55
I'd say you're out of luck. If you get anything it'll be a payment to make you go away!
From http://media3.neff-international.com/Documents/MCD...
From http://media3.neff-international.com/Documents/MCD...
neff warranty said:
10. If a repair or replacement takes place under warranty, the
warranty does not restart. The proof of purchase date remains the
start date of the warranty period. The warranty period for spare parts
fitted within the warranty period of the appliance ends with the expiry
of the warranty on the appliance as a whole.
And
Future faults
17. After a repair our chargeable work and the parts used are
guaranteed for 12 months. In order to claim under this guarantee,
Please keep this invoice as proof of purchase so that you can claim
under this guarantee, and give the number to the Customer Service
Advisor when you book the new visit (our telephone number is 0344
892 8989). The engineer will also need to see the invoice at the start
of the visit. The guarantee period for spare parts fitted within the
guarantee period of the appliance ends with the expiry of the warranty on the appliance as a whole.
Seems like, yes, you have a 12 month guarantee on the replaced parts but only up until the expiry of the original warranty. warranty does not restart. The proof of purchase date remains the
start date of the warranty period. The warranty period for spare parts
fitted within the warranty period of the appliance ends with the expiry
of the warranty on the appliance as a whole.
And
Future faults
17. After a repair our chargeable work and the parts used are
guaranteed for 12 months. In order to claim under this guarantee,
Please keep this invoice as proof of purchase so that you can claim
under this guarantee, and give the number to the Customer Service
Advisor when you book the new visit (our telephone number is 0344
892 8989). The engineer will also need to see the invoice at the start
of the visit. The guarantee period for spare parts fitted within the
guarantee period of the appliance ends with the expiry of the warranty on the appliance as a whole.
Sir Bagalot said:
.....Last month it stopped working again with the same error code. Neff didn't want to know saying machine now out of warranty and that the repair wasn't covered by 12 months warranty but rather expired with the warranty of the machine. Neff said a new repair was chargeable (£99 plus Parts). The supplier would contribute half the cost (£75) if I used their repairers. Neither repairer could come before Christmas so I arranged my own.
They said it was the Heat Pump and refused to repair it as they wouldn't offer a warranty. I paid a reduced call out charge. I relaid this to the supplier pointing out my rights under the Consumer Rights Act and the previous repair having 12 months cover, they then informed me Neff would be out to repair the machine. They did this and replaced the Heat Pump.
I'm now after reimbursement of the reduced call out charge. Supplier have said chase Neff. Neff have said no.......
So let Me see if I've got this straight:They said it was the Heat Pump and refused to repair it as they wouldn't offer a warranty. I paid a reduced call out charge. I relaid this to the supplier pointing out my rights under the Consumer Rights Act and the previous repair having 12 months cover, they then informed me Neff would be out to repair the machine. They did this and replaced the Heat Pump.
I'm now after reimbursement of the reduced call out charge. Supplier have said chase Neff. Neff have said no.......
Because the supplier's repairer couldn't carry out the repair before Christmas, you decided to use a third party to try to fix the dishwasher. The repairer you chose to use, refused to even attempt to repair it, and now you want either the supplier or the manufacturer to pay the third parties (reduced) call out fee?
Hmmm....... Let Me think how that's going to go for you...........
Sir Bagalot said:
Just before Christmas our Dishwasher packed up (No, not Lady B, but the Neff). Thread here
So it's either swallow the cost, or issue LBA to Neff. To me it's not about the money, but the principle. I also happen to think that under the Consumer Rights Act I'm covered as the machine was new in Oct 15, failed with a problem in Jan 17, and again with the same problem in Dec 17.
Thoughts on the matter would be appreciated.
My very strong advice: never fight legal battles on principle. So it's either swallow the cost, or issue LBA to Neff. To me it's not about the money, but the principle. I also happen to think that under the Consumer Rights Act I'm covered as the machine was new in Oct 15, failed with a problem in Jan 17, and again with the same problem in Dec 17.
Thoughts on the matter would be appreciated.
You have paid a, presumably, relatively small call out charge and have a dishwasher with a brand new pump, which you didn't have to pay a dime for, despite the machine being over 2 yrs old, and out of warranty. I would strongly suggest to anybody in such a situation that they shouldn't spend any more of their time thinking about it.
Might be worth thinking about an insurance based protection plan of some sort though, for next time.
bladebloke said:
My very strong advice: never fight legal battles on principle.
You have paid a, presumably, relatively small call out charge and have a dishwasher with a brand new pump, which you didn't have to pay a dime for, despite the machine being over 2 yrs old, and out of warranty. I would strongly suggest to anybody in such a situation that they shouldn't spend any more of their time thinking about it......
A bit of common sense should also tell the OP that the chances of a court deciding that the manufacturer, or the supplier, should have to pay the call out fee for a third party repair man who has nothing to do with either of them, are pretty much nil!You have paid a, presumably, relatively small call out charge and have a dishwasher with a brand new pump, which you didn't have to pay a dime for, despite the machine being over 2 yrs old, and out of warranty. I would strongly suggest to anybody in such a situation that they shouldn't spend any more of their time thinking about it......
Alucidnation said:
How much are hoping to get back?
IMO, it wont be much and i would rather spend my time doing something more interesting.
BSH are a pain in the ass with warranty claims, and that's when they are 100% valid.
It's only a small sum, sub £50. I'm not after any compensation for not having a dishwasher over Christmas which was a complete and utter fIMO, it wont be much and i would rather spend my time doing something more interesting.
BSH are a pain in the ass with warranty claims, and that's when they are 100% valid.
king ballache
Chester draws said:
Seems like, yes, you have a 12 month guarantee on the replaced parts but only up until the expiry of the original warranty.
Yes I see what you mean but on my invoice its says 12 months cover4rephill said:
So let Me see if I've got this straight:
Because the supplier's repairer couldn't carry out the repair before Christmas, you decided to use a third party to try to fix the dishwasher. The repairer you chose to use, refused to even attempt to repair it, and now you want either the supplier or the manufacturer to pay the third parties (reduced) call out fee?
Hmmm....... Let Me think how that's going to go for you...........
Neff stated the call was chargable. That's £99 + parts so in the region of £200-250. Yes, they couldn't come out before Christmas but neither was I going to pay that money simply because the machine is no longer worth that.Because the supplier's repairer couldn't carry out the repair before Christmas, you decided to use a third party to try to fix the dishwasher. The repairer you chose to use, refused to even attempt to repair it, and now you want either the supplier or the manufacturer to pay the third parties (reduced) call out fee?
Hmmm....... Let Me think how that's going to go for you...........
bladebloke said:
My very strong advice: never fight legal battles on principle.
Fair comment. As I said, it's sub £50, it really isn't the money but the principle. Our entire kitchen is fitted out with Neff and their attitude was absolutely shocking.WinstonWolf said:
ao.com will be cheaper than going to court...
Funnily enough they are the supplier......On reflection there is little point spending £25, and moire importantly my time' chasing sub £50 on principle. I shall simply reply to their email expressing my disappointment in their reply. Some firms get it so so wrong in customer relations, they spend so much attracting customers but nothing in retaining them
Oh hum
Chester draws said:
I'd say you're out of luck. If you get anything it'll be a payment to make you go away!
From http://media3.neff-international.com/Documents/MCD...
I think Neff are covered by this. OP - sorry, but you won't win this one.From http://media3.neff-international.com/Documents/MCD...
neff warranty said:
10. If a repair or replacement takes place under warranty, the
warranty does not restart. The proof of purchase date remains the
start date of the warranty period. The warranty period for spare parts
fitted within the warranty period of the appliance ends with the expiry
of the warranty on the appliance as a whole.
And
Future faults
17. After a repair our chargeable work and the parts used are
guaranteed for 12 months. In order to claim under this guarantee,
Please keep this invoice as proof of purchase so that you can claim
under this guarantee, and give the number to the Customer Service
Advisor when you book the new visit (our telephone number is 0344
892 8989). The engineer will also need to see the invoice at the start
of the visit. The guarantee period for spare parts fitted within the
guarantee period of the appliance ends with the expiry of the warranty on the appliance as a whole.
Seems like, yes, you have a 12 month guarantee on the replaced parts but only up until the expiry of the original warranty. warranty does not restart. The proof of purchase date remains the
start date of the warranty period. The warranty period for spare parts
fitted within the warranty period of the appliance ends with the expiry
of the warranty on the appliance as a whole.
And
Future faults
17. After a repair our chargeable work and the parts used are
guaranteed for 12 months. In order to claim under this guarantee,
Please keep this invoice as proof of purchase so that you can claim
under this guarantee, and give the number to the Customer Service
Advisor when you book the new visit (our telephone number is 0344
892 8989). The engineer will also need to see the invoice at the start
of the visit. The guarantee period for spare parts fitted within the
guarantee period of the appliance ends with the expiry of the warranty on the appliance as a whole.
Sir Bagalot said:
So it's either swallow the cost, or issue LBA to Neff. To me it's not about the money, but the principle. I also happen to think that under the Consumer Rights Act I'm covered as the machine was new in Oct 15, failed with a problem in Jan 17, and again with the same problem in Dec 17.
Thoughts on the matter would be appreciated.
I'd like to see you stuff one up BSH, but I think you might fall foul of them not being liable under the CRA - AIUI you need to go after the retailer.Thoughts on the matter would be appreciated.
Sometimes big companies either pay up to make it go away (Vauxhall did this when people sued them directly over Corsa camshafts breaking) or they don't get around to defending so you win by default. Not sure about this, bit you might be able to name both Neff and the retailer - although that must complicate things.
Edited by Sheepshanks on Sunday 7th January 14:01
What a pillock!
"This is Mr. Frankland, of Lafter Hall, who lives some four miles to the south of us. He is an elderly man, red-faced, white-haired, and choleric. His passion is for the British law, and he has spent a large fortune in litigation. He fights for the mere pleasure of fighting and is equally ready to take up either side of a question, so that it is no wonder that he has found it a costly amusement."
(Conan Doyle, The Hound of the Baskervilles)
"This is Mr. Frankland, of Lafter Hall, who lives some four miles to the south of us. He is an elderly man, red-faced, white-haired, and choleric. His passion is for the British law, and he has spent a large fortune in litigation. He fights for the mere pleasure of fighting and is equally ready to take up either side of a question, so that it is no wonder that he has found it a costly amusement."
(Conan Doyle, The Hound of the Baskervilles)
Edited by anonymous-user on Sunday 7th January 11:21
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