Argos vacuum cleaner broken down. ** Swift replacement by VAX **

[fluffy54 1]

Hello, on the 12\05\15 i purchased a VAX vacuum cleaner from my local Argos store.

 

I set about cleaning yesterday to find that the brush roller had seized up, the drive belt was starting to melt, there was no suction whatsoever & it made a loud screeching noise when switched on.

 

I took it to the Argos store today with the intention of obtaining a refund, or credit note, as i had decided to buy a more expensive model.

 

I was told i must contact the manufacturer & that they would not refund......basically they did not want to know & the person i spoke to was arrogant & had a nasty habit of talking over my words.

 

Can anyone give advice on how to proceed?

 

Thank you.

[BazzaS 3,341]

Hello, on the 12\05\15 i purchased a VAX vacuum cleaner from my local Argos store.

 

I set about cleaning yesterday to find that the brush roller had seized up, the drive belt was starting to melt, there was no suction whatsoever & it made a loud screeching noise when switched on.

 

I took it to the Argos store today with the intention of obtaining a refund, or credit note, as i had decided to buy a more expensive model.

 

I was told i must contact the manufacturer & that they would not refund......basically they did not want to know & the person i spoke to was arrogant & had a nasty habit of talking over my words.

 

Can anyone give advice on how to proceed?

 

Thank you.

 

How did you pay? How much was it?

 

The retailer is liable rather than the manufacturer.

At under 3 months there is a presumption it was a fault present at time of sale, and you are entitled to a refund from the retailer.

 

They may have had more mileage from saying "you misused it & broke it" than "you need to speak to the manufacturer".

 

Best way forward?

Letter to their head office insisting on a refund. If you bought it on a credit card and the card company might have S75 liability, (cost > £100), copy the letter to the card company too.

 

http://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act

 

Alternatively, if you tweet & want to see if posting on Twitter might prompt them to honour their obligations : that MIGHT yield a quicker response : @ArgosHelpers

[fluffy54 1]

Thank you for replying. I paid cash & the ammount was £59.99.

[MaxxPower 150]

Don't Argos have the option to offer a repair rather than a refund? Of course they themselves must organise this if the repair is to be carried out by the manufacturer.

[unclebulgaria67 29,077]

I believe that you cannot take back a vacuum cleaner to a retailer and have to deal with the manufacturer. It is something to do with hygiene.

 

When you buy a cleaner, there is a label on it, telling you to contact the manufacturer if there is a fault.

[BazzaS 3,341]

I believe that you cannot take back a vacuum cleaner to a retailer and have to deal with the manufacturer. It is something to do with hygiene.

 

When you buy a cleaner, there is a label on it, telling you to contact the manufacturer if there is a fault.

 

Perhaps ; if the OP wanted a repair, they could CHOOSE to contact the manufacturer.

 

The OP wanted a refund though : clearly the responsibility of the retailer.

[sillygirl1 2,793]

I recently got a hoover from Argos and on the packaging there is a telephone no to call for help and assistance. Perhaps you still have the packaging for the hoover?

[brightday 1]

vax are pretty good at replacing their hoovers when they break down and usually send a new one within a week.

[unclebulgaria67 29,077]

Perhaps ; if the OP wanted a repair, they could CHOOSE to contact the manufacturer.

 

The OP wanted a refund though : clearly the responsibility of the retailer.

 

Think the manufacturer arranges a refund for cleaners and then the OP can go out to buy whatever replacement they want. But the OP may be told they can only have a replacement cleaner, which is the requirement under SOGA.

[fluffy54 1]

Thank you all for the replies, much appreciated.

 

I sent the form that Vax emailed me back to vax via recorded delivery on Thursday.....and today (saturday) a courier delivered a brand new cleaner which is an uprated & more expensive model.

 

A big thumbs up to vax for the excellent customer service.

 

Regards.

[citizenB 10,145]

That is a good service from VAX, well done.

 

Will amend your thread title to reflect a successful outcome.

[GrumpyToSayTheLeast 480]

I have always found VAX to be a very good company to deal with. My last vax pet hoover seemed to be poor quality(suction wise) and while I was happy as it was a cheap one, I sent in a letter having a moan direct to vax. 1 week later, a new hoover turned up and they also asked for my receipt for the previous model to issue a refund.

[Old Cogger 957]

parts from Vax service very good no quibble

[GrumpyToSayTheLeast 480]

I have not gone to vax direct for spares. I have always found espares to be cheap and very quick.