Consumer rights

[Mygym]

We have a faulty microwave and the sellers ( a big white goods company) have asked us to video the fault,which is a flickering light. We had this request before with a tumble dryer not working .After checking our rights we refused both times but I was wondering if anyone on here has had such a request and if it’s becoming a thing

Surely it’s a sensible way to demonstrate the fault to the company? I don’t see why it’s an issue

Sirzy,thanks for your input. It is a good way to help them diagnose a fault,but why should I? I’m not any kind of engineer and pretty clumsy at stuff on the net. It’s clearly thier responsibility .

YABU

if there is a fault with the product it is not unreasonable to demonstrate it before they initiate the repair process

Don't be a twat, I expect because you're wanting a brand new replacement instead of repair.

Beneficialchampion2. I’m more than happy with a repair. A lot of the consumer rights we have now were hard won many years ago. One of my worries is ( and I forgot to mention this in my post) that if this becomes common practice it will erode our rights.As for being a twat I think that’s incurable for me. Also,I’m not greedy,Ive promised myself that if I get the big lottery win I’ll stop doing the lottery!

An erosion of your rights would be the manufacturer refusing the repair. Nowhere in the consumer rights act does it say the manufacturer is not allowed to ask for a visual of the fault. In a lot of instances it helps to identify known faults, meaning they can identify the appropriate repair faster, saving time, money and energy for both the consumer and the manufacturer, not to mention a lesser inconvenience if repaired faster.

I had this with a smartwatch, I recorded the problem, emailed the video. 10 days later I recieved a new smartwatch, they didn't even email to let me know they were sending me one, but no complaints from me

Yabu and difficult for no good reason.

Seems very sensible. It’s probably more about making sure they are prepped for the right repair Rather than trying to catch you out.

Beneficialchampion2. A good point. Of course they can ask for photographic/ video evidence but as I said before,I’m clumsy at that sort of thing,and equally I can just insist they do what they are supposed to without getting me to work for them.We again have a different opinion but thanks for not insulting me this time.

We've just had that with a faulty blind. We had a handyman to fit it. He said the cording was wrong. Blind company asked for a video. We've had a very detailed response of how we need to repair it. Not my problem.

Dimplestoadfoot. Glad you got a result,and thanks for your input

Okay say they make an appointment for an engineer to visit in a weeks time without you sending them a video. Engineer arrives takes on look at it then tells you he cannot fix that particular problem as it needs a different engineer, or some other equipment. He then leaves and tells you to call the phoneline to book another engineer in for another weeks time.

How would you feel about that?

Before they can initiate the repair or replace they need evidence that there is a fault and not something that you've done to damage it.

The best and most cost effective way of doing this is by you recording and sending a what? 30 second video of the fault in action. This way they can identify if you need a replacement or if a tech can come and fix it.

Would you rather wait days or possibly weeks for a tech to diagnose it? Or would you rather send it back to them? Which would take longer.

I don't understand how this is an infringement of consumer rights?

I bought a keyboard online and parts were missing, I took a photo to prove this, and I was sent the missing bits, plus a few extras. The alternative was sending it back, which would be a fucking ball ache.

Oysterbabe. My reason,as I’ve said is that I’m crap at net stuff,however ,judging from the replies on here it looks like that’s how things are going,so I may have to go that way.

Just send a video.
In the time you’ve posted on here you could have done it.

Soapysuds. I would feel they didn’t know what they were doing .

Oh I do believe its time for my all time favourite quote

“My fingers,” said Elizabeth, “do not move over this instrument in the masterly manner which I see so many women’s do. They have not the same force or rapidity, and do not produce the same expression. But then I have always supposed it to be my own fault — because I would not take the trouble of practising. It is not that I do not believe my fingers as capable as any other woman’s of superior execution.”

Elizabeth Bennet Pride and Prejudice.

This is actually benefitting you. It means you potentially get a refund or replacement much sooner and without having to wait in for an engineer, deal with engineer etc. I really don't quite understand your issue?

If you've had the item more than 6 months it's also very much your responsibility to demonstrate there is an issue (if relying on statutory rights; if you are trying to rely on an additional guarantee then check the terms and conditions of the guarantee).

Also if this didn't happen, with a more portable item you would likely be asked to physically return it for inspection (as you would normally if you bought the item in a shop). Where the fault is obvious that is totally unnecessary and a waste of everyone's time. In fact in this situation I normally advise my clients to ask for photographic evidence (when selling things online) to make it easier for consumers to exercise their rights!

Hoppinggreen. As I’ve said I’m not good at that sort of thing,and also said why should I.

I had a knocking in my engine, had to send a video it's normal

Why should you? To answer this question, surely it's because you need a replacement item? Yes it's hassle but most companies won't replace an item just because you say it's broken. They rightly need to establish that there is indeed a fault, and this is permitted by law. They don't have to replace things otherwise. It would also be terrible for the environment if people could just get a replacement whenever they liked.

Thecave. Good points,I’ll take them on board. As I said to someone else it looks like this is the way it’s going,so I’ll have go with it. As I’ve said I’m crap at this kind of stuff .

Enko. A good one. I love it!

Doggymammur. It’s normal now it seems. I hate being old! Thanks for your post.

You did but it’s the fastest way to get the problem sorted