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Not to want to pay Vax to replace my faulty steamer?

9 replies

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.

OP posts:

Tiredmumno1 · 10/05/2013 14:10

Email the CEO and say you don't think it's right.

CEO email


cumfy · 10/05/2013 18:29

Bastards. Take it back.

Vax give a 2 year guarantee.


andubelievedthat · 10/05/2013 19:03

And under European law ,which we are held too,you have avery very long guarantee,but not many people know that ,tell them no way are you paying ,chancers !


andubelievedthat · 10/05/2013 19:04

And under European law ,which we are held too,you have avery very long guarantee,but not many people know that ,tell them no way are you paying ,chancers !


PuppyMonkey · 10/05/2013 19:05

Did you buy it from a shop or from Vax website or something? Take it back to shop for replacement. Your contract is with the place you bought it.


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.

OP posts:

EllaFitzgerald · 11/05/2013 09:34

I'd tell them to deduct it from the bill you'll be sending them for your time spent attempting to trouble shoot their faulty product, and as you're a very busy woman, your time does not come cheap.

It's not the amount, it's the principle.


amistillsexy · 11/05/2013 09:37

Amazon are fantastic at arranging refunds/replacements. Phone them and talk to one of their wonderful staff. I have had some great customer service from them.


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!

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