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

[Primrose123]

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.

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

CEO email

Bastards. Take it back.

Vax give a 2 year guarantee.

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 !

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 !

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.

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.

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.

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.

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!