Vocal Voices

I called Vax this morning to sort out our less than a year old faulty carpet cleaner as the part they sent out wasn't what the problem.

I was told that they have to send me a returns package, then I have to arrange for UPS to collect it and Vax will replace it as they don't repair, and obviously I will then need to wait in one day for the replacement to be delivered. I asked if it wouldn't be simpler for them to just authorise a replacement with Argos but no, they have an agreement with them in that they deal with all issues that occur within the guarantee period.

Okay so we have to do it their way.

But do you know what really really really really really REALLY annoyed me??? I was told I'd have to pay a £3.95 admin fee to get it replaced. Why?? Because they're apparently going beyond the terms of the guarantee by replacing. Now I'm not fully in the know on consumer law but I thought that if anything became faulty within the first 12 months the retailer had to arrange a repair or comparable replacement. The agent tried to argue that by offering a replacement, because they don't have a policy of repairing, they're exceeding their responsibilities so make a charge. It's their choice not to repair!!!

Anyway, I asked to speak to a manager and the agent was gone less than 20 seconds before returning and saying that the £3.95 fee was being waived. I wonder how many people don't argue about it though and pay up to get it all sorted?

Oh blimey O'Riley Jo

I just hope our new Vax vaccuum cleaner doesn't go wrong - mind you, on the plus side, it does have a 6-year guarantee

JoM wrote:
Anyway, I asked to speak to a manager and the agent was gone less than 20 seconds before returning and saying that the £3.95 fee was being waived. I wonder how many people don't argue about it though and pay up to get it all sorted?

He was probably so quick because he knew it was a load of tosh. A try on by them methinks. If the goods are faulty they must be returned at no cost to the buyer. These companies make me really cross

I think that too Molly, they'll be trained to try it on and if any questions it they make out they're doing you a favour by waiving the fee. You know how long it usually takes if you ask to speak to a manager at these places. I wasn't put on hold long enough for her to put a call through, let alone explain what was going on.

What molly said, absolutely!!!!! They were trying it on

Getting a new one was a result though

To them

and well done you for persisting with it xx