ISME refuse to repair Faulty Vax

[MAGDA]

Hi all,

 

I purchased a hoover (a Vax) less than six months ago from ISME catalogue.

 

The hoover was hardly used until recently (I had still been using my old hoover,

but had purchased the Vax one as it was a good price

and my old one, although stil fine, was showing signs of age.

 

I recently have been using the new, Vax hoover,

but it very quickly stopped picking up,

and had not been particularly good anyway.

 

My husband has cleaned the filters and so forth, but it still is not picking up adequately and is really not a great hoover.

 

Also, the pipe section of the hoover keeps falling apart and I have to keep pushing it back in.

 

I have contacted Isme and explained that the hoover is not working as it should and I wish to return it.

 

However, they say I must contact their supplier (the manufacturer) and ascertain the cause of the problem before they can accept it back, if at all.

 

I have said that under the Sale of Goods Act the hoover is not fit for purpose and my contract, in effect, is with Isme.

 

However, they argue that is not the case.

 

They say they lack the technical knowledge to deal with the matter direct

and if I return the hoover to them, they will return it back to me,

and add the postage cost to my account.

 

Are they correct in what they say?

 

Many thanks,

 

Magda

[BankFodder]

Lots of suppliers try to fob off their responsibilities to the manufacturers. They are not entitled to do this. It is a trick.

Sometimes, though dealing with the manufacturers can save time because it is probably true that the supplier doesn't have the technical resources to deal with it.

 

As they are quibbling, you will have to go through the steps and lay the foundation of a claim.

Begin by contacting a repairer for vacuum cleaners. Get them to visit you and to check the machine and to confirm that it is faulty. You will need this in writing. You may have to pay for the inspection but you will get this money back from ISME if you are in the right.

 

If the defects are confirmed in writing, then write to ISME with a copy of the report. Tell them that they can come and carry out their own inspection if they want but that they only have 14 days to do it after which, you will bring a small claim in the county court.

Then sue.

 

Sue for a the price of a replacement plus any expenses you have been put to plus a modest sum for the loss of the cleaner and inconvenience.

I expect that if they receive your inspection report and the court papers, that they will bottle it and settle - or try to buy you off. Stand your ground.

If they want to go to court, then as long as you have your report - and if they don't bother to get one, then you will win - and you will get all of your claim costs paid as well.

 

It's a nuisance, but there you go.

Better to go to John Lewis who seem to operate perfect customer service. I'm not aware that we have ever had a complaint about them in 8 years of this website.

[MAGDA]

Hi, many thanks BankFodder for your reply.

 

I will maybe give the supplier a call and see what they say,

 

just out of curio, and then get back to Isme.

 

If I don't get any joy then from Isme,

 

I may have to go down the route you suggest,

 

so many thanks for the info.

 

John Lewis it is, next time..

 

..sounds like they offer a good service, which is more than you can say for a lot of them.

[dx100uk]

are you still paying for it?

 

dx

[MAGDA]

Hi dx,

 

well, it was purchased through my Isme catalogue, so

 

went onto the outstanding balance, but I have made regular payments, so would think so.

 

I think it is down to Isme to deal with the problem, not to refer me to their supplier,

 

they, after all, are the retailer and whether they have the technical knowledge or not,

they should be dealing with me direct, not through a third party.

 

If I returned the item, as I want to, they obviously could then contact their supplier

and decide whether to replace the item or credit the amount to my account.

 

If I had purchased the item from any other retailer, I would take it back to the shop,

but in this case, Isme don't seem to want to know.

[dx100uk]

under soga and DSR the must deal with it.

 

dx

[MAGDA]

Thanks dx, that's what I have told them, but they say if I return it to them, they will post it back to me and charge me for the postage!