Opinion Sought On 5 Year Guarantee.

[Gavmacp]

I am interested in people's opinion!
I took out a 5 year guarantee on a product. I expect this guarantee to last 5 years irrespective of how many times the product is repaired or replaced.
The company says quite clearly in their terms and conditions that if a product is replaced the guarantee ceases.
I am just interested in people's opinion about what you would expect from a 5 year guarantee?

[pixie373]

I'd expect a new guarantee with the new product

[Gavmacp]

The guarantee cost £30 for 5 years if I was expected to take out a new guarantee (which I did) I would expect a refund from previous guarantee.

[pixie373]

Yes, me too. They should really give you a free new 5 year guarantee for messing you around. Unless they are not at all confident it will last that long. Presumably it was not your fault they had to replace it.

[bhg481]

Well, if the terms and conditions state quite clearly that if the product is replaced the guarantee ceases then I'd expect the guarantee to expire if the product was replaced. If you didn't like the terms and conditions you shouldn't have taken it out.

[Gavmacp]

I am in a discussion with the company not a dispute!
When I took out a 5 year guarantee I rightly or wrongly expected it to last 5 years irrespective of if the product is replaced.

[pixie373]

I think they should, if it's their fault it needs replacing. My opinion only. Otherwise, the guarantee is meaningless.

[Old_Geezer]

IMO the guarantee should cease, and a new one opened at the company's expense on the replacement. You should name the company, they sound "a right lot". Interesting to know the EU legislation on the situation.

[boxtops]

Did you purchase an extended warranty? You shouldn't have had to pay for the initial guarantee - 12 months or 2 years, usually, depending on the item - but an extended warranty should be treated differently as they are insured differently. I would hope that you could transfer it to the new item.

[alavahalf]

I to have a 5 year warranty which I paid for as an extra when I bought a TV. A bout three months ago when we came downstairs one morning the TV which we had been watching the previous night looked as though it was full of water . The screen had developed some strange crazing overnight. When I contacted Richer sounds who I bought the TV from,
I was told I had ruined it myself by cleaning it with the wrong cleaner. Knowing that the TV has never been cleaned since we got it ( other than a dry micro fibre cloth). I disagreed with them but they wouldn't,t budge.
They were no help at all and insisted they didn't do warranty repairs on TVs that had been damaged through customers own neglect and the warranty never covered that.
They hadn't, actually been to look at the TV and wiped their hands of all responsibility.
My initial thought was I will put it on twitter and see what response I got then, unfortunately I have been ill for some months and I could do without the stress, so I just never got round to it. It appears that the first thing an insurer does is try to wriggle out of paying up. I hate companies that resort to the small print to avoid giving the service you think you are paying for.

[Baldric]

// I would expect a refund from previous guarantee. //

Why? the guarantee was for the original item, I assume the replacement was financed by the guarantee, so it's done it's job. If that's the case I don't see a problem!

[pixie373]

Because it was agreed for 5 years. Not "until it breaks".

[gingejbee]

This is Richer Sounds, isn't it? And what you took out was their 5-year Supercare? This covers the ITEM YOU BOUGHT for five years...however, they replaced that with a new one and the conditions clearly state that the benefits of the Supercare cease when that happens. So, I think you are on shaky ground.
I have always found Richer Sounds to be very good and have never had problems with their service.

[gingejbee]

Incidentally, Supercare IS different from your usual extended warranties...if they are not used, after your 5-year period you get your money back. I've done this on four separate items over the years with instant refund (from the till!).

[alavahalf]

To tell you truth I have since been back and bought another TV from them, their sales staff beat the rest hands down and are very knowledgeable. They just don't deal with the warranty work themselves.
They sounded like a gang of contractors when I spoke to them, having been passed from the reception to an engineer and to a manager. I'm afraid they didn't show the same enthusiasim for customer service as the sales staff do.

[Gavmacp]

Yes the guarantee was taken out with Richer Sound and to be quite honest I am happy with them and would quite happily use them again.
I was just interested in what people would expect from a 5 year guarantee. I would expect a 5 year guarantee to cover repairs and replacements for 5 years thats all.
As I have said I am not in a dispute with them just a general discussion. There are some vague terminology such as " to last a reasonable time" which I find confusing at times.
I am not coming from a position of thinking I am right and everyone else is wrong. Just asking what other people would expect from a guarantee.

[hc4361]

I'd need to read the terms and conditions, I am always wary of warranties and guarantees so I need to be sure of what I'm getting.