faulty hoover

[electricblue]

My mum bought a hoover vacuum on may 1st from currys,it has been taken back once cos bits hadn't been put on properly,it went back again for not working properly it just kept cutting out,she was told that they would offer a replacement ONLY within the 28 days after buying and that now they could just offer a repair service which they did and now its got to go back for the 3rd time cos its not picking up properly,all they are gonna do is offer repairs AGAIN,surely with all these problems the least they could do is offer a replacement,how do we stand when we take it back in tomorrow??thanx!!

[Big Al1st]

According to below it would seem that Currys are in thr right except that the Phrase "Guidelines" is used.

The following are guidelines. Wherever possible we will respond to your individual circumstances.

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will offer a prompt repair service. We will always offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery.

I would also ring below and start talking to hoover direct

Customer Services:
To speak to a customer representative please call
08709 502943
Mon-Fri 8.30am-5.30pm

[Fitzer]

Currys are notorious for this, they have NO right to do this, information on shoppers rights can be found here . The only part arguable by Currys is the 'reasonable' time to reject an item as faulty, your mother should argue that since the item has been returned twice then it is inherently faulty and the and not fit for its purpose. She should not contact Hoover herself, her contract is with Currys, they have to sort out any problems, if they choose to go back to Hoover that's up to them. Go along with your Mum and take a copy of the guide I linked to and argue the case, the more they get away with this nonsense the more they will try it on. All the best.

[Loosehead]

Yes what Fitzer said, the goods are clearly not suitable for the purpose intended. They must replace or refund, regardless of what their own internal rules are.

[electricblue]

Thank you,I've printed out the page in your link Fitzer,i will go in there tomorrow with it and argue it,if they refuse to do anything maybe i can threaten them with something!! I hate these places that take the pi$$ with peoples money,cheers!!

[electricblue]

sorry loosehead didn't see you there,but thanx i'll say what you say and see how i go!!

[edwardian]

Hi
I suspect Fitzer listens to the same local radio consumer programme that I do.
Almost every day someone rings up about Curry's and their twenty eight day policy.Every time it happens the presenter goes ballistic.It might be Curry's policy but it is rubbish in the eyes of the law.The Sale of Goods act states that goods must be of merchantable quality and fit for the purpose.Your mother's vacuum cleaner is neither.Give them hell.Good luck!

[Big Al1st]

Hi Fitzer, Whilst I agree with what you say it sometimes helps to contact the manufacturer. Thats why they have Customer Service Depts. My line is that either their product is unreliable or Curry's service is poor, in which case Curry's are giving Hoover a bad reputation. I would also say that unless something is done then you will not buy any other Hoover products and would not recommend them.
Hoover should then get in touch with Currys and find out what is going on.
This is exactly what I did with a DVD Recorder which I got from Dixons and had to return it 3 times for the same problem. I then got a new one.
As I said I agree with you but at sometime the circle has to be broken somewhere, somehow. Rgds Al

[electricblue]

Brilliant,so tomorrow i will go into currys,demand a replacement or refund if they refuse i will get on to hoover,could i go to trading standards also???

[Big Al1st]

You wont't lose anything by going to Trading Standards. Or if there is a Citizens Advice Bureau near you try there
Incidentally spoke with a friend who had problems with tumble drier from Currys. Coincidentally that was a hoover as well. They actually changed it at the third attempt.
Sometimes I wonder whether it depends somewhat on the local store.
It must be costing them a small fortune to keep trying to repair the thing.
This was copied from their web site

All Hoover products are covered by a full call out, parts & labour guarantee for 12 months from the date of purchase.

Mid you as Fitzer stated you should'nt have to go along this route as the main contract is between your Mum and Currys.

Keep us in touch, be interested in what happened Rgds Al

[electricblue]

Hi Al,well we went back to currys this morning,spoke to one of the women in there who was actually very nice,i was all geared up for a riot but she thinks we should be entitled to a refund or replacement,she actually said the same as you that hoover tend to like 3 complaints before they do anything,she spoke to someone at hoover who says they will have to send out a repairman to look at it and recomend what action and if it can be repaired,i spoke to the bint on the phone too,stated what i thought of their 'machines',i gave them MY number(my mum dont like to complain)they are gonna ring me thursday after the guy has been to look at it,if he does not advise a refund or replacement i will then get on to hoovers headman and take it as far as i have too!! incidentally when we got there there was a queue of people waiting there for doors to open and faulty goods,most of them hoover!!But thanx for your advice its appreciated will let you know the outcome!!

[Big Al1st]

Fingers crossed Electric