SMB advice needed - what's the most effective process for escalating a complaint against a retailer for faulty goods when they have tried to fob you off?
It's a high street retailer who sold a tumble dryer with a part missing. The problem is there was nothing in the manual to indicate that the part was needed or even existed so it was impossible to report at the time. The consequence of the missing part is that over time the dryer has suffered internal damage making it a write off after its initial warranty period expired. We did get a warranty visit out when it had a problem before the expiry but the engineer didn't mention the missing part either.
Tbf a good deal of the problem is the fault of the manufacturer, but we bought the dryer from the retailer so that's who we believe has a responsibility to us.
What's the best route? Consumer pages of the paper, or the TV equivalent? Citizens advice? DIY legal letter?
Any advice on how to get our money back off the retailer much appreciated.
As a piece of advice for other SMBers, if you're buying a Samsung heat pump dryer make sure it has a removable foam filter in the heat exchanger, beware of John Lewis whose installers put our manual through a 2 wash cycle when they were plumbing it in, and whose after care has been appalling, and if you're considering extended warranties through Domestic and General don't. They're morons who don't understand how data protection works and took almost two months to send a simple letter.
It's a high street retailer who sold a tumble dryer with a part missing. The problem is there was nothing in the manual to indicate that the part was needed or even existed so it was impossible to report at the time. The consequence of the missing part is that over time the dryer has suffered internal damage making it a write off after its initial warranty period expired. We did get a warranty visit out when it had a problem before the expiry but the engineer didn't mention the missing part either.
Tbf a good deal of the problem is the fault of the manufacturer, but we bought the dryer from the retailer so that's who we believe has a responsibility to us.
What's the best route? Consumer pages of the paper, or the TV equivalent? Citizens advice? DIY legal letter?
Any advice on how to get our money back off the retailer much appreciated.
As a piece of advice for other SMBers, if you're buying a Samsung heat pump dryer make sure it has a removable foam filter in the heat exchanger, beware of John Lewis whose installers put our manual through a 2 wash cycle when they were plumbing it in, and whose after care has been appalling, and if you're considering extended warranties through Domestic and General don't. They're morons who don't understand how data protection works and took almost two months to send a simple letter.