Not to want to pay Vax to replace my faulty steamer?
Primrose123 · 10/05/2013 13:51
I bought a vax steamer last October, and it has stopped working. It switches on and heats up but does not produce steam. I went through the troubleshooting guide on the website, but nothing helped.
I phoned vax today to see what they could do. I was told that they would send a replacement body of the machine, but I had to pay an admin fee of £3.99. Now, I know this is not a lot of money, but if the machine is still under guarantee, should I have to pay anything?
Perhaps this is normal practice, in which case I am happy to be told I'm wrong. I've never had this before though, faulty things have always been fixed or replaced with no cost.
Primrose123 · 11/05/2013 09:29
Thanks for the information. I bought it from amazon, so I will get in touch with them and see what they say.
I know £4 isn't much, but surely it should be covered by the guarantee? They can't say that they will fix a product but charge some random amount.
kimmi54 · 26/01/2016 12:46
My vax machine too has broke within it's 2 year warranty. I emailed vax and was told that I too would have to pay the £3.99 admin fee. I chatted to them online and asked them where in their terms and conditions it states that the customer has to pay a £3.99 fee and was told that it was their premium service. I then asked them to send a link of their t's & c's of their fee and was told by agent that if I am unhappy they can waive the fee, which they have done! So in other words vax are charging their customers a fee which is not part of their conditions! It pays to complain that is my advice! I wonder how many more innocent vax customers have paid this £3.99 admin fee?? Another way for them to make money from their customers!
To comment on this thread you need to create a Mumsnet account.