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The Money team is answering your Money Problems as part of our Consumer Rights Week…
I’ve used my £350 Dyson fan for approximately one hour a night over seven months and the remote control has stopped working. It is out of warranty. I spoke to Dyson’s customer services and they said they could arrange for a courier to collect the unit at a cost of £99. If it was unable to be fixed, they said I would be given a voucher to buy a new fan with 25% off.
Jacqueline Medcalf
Here is what Money blog editor Jimmy Rice has to say on this one…
Thanks for getting in touch, Jacqueline.
The warranty fob-off is one of the most frustrating things we hear about. Retailers and manufacturers use it all the time, but the reality is you’re covered for six years (or five years in Scotland) by the Consumer Rights Act 2015.
The CRA requires products to be fit for purpose, as described, of satisfactory quality and to last a reasonable length of time.
The test with any product is what would a reasonable person expect. Dyson is a high-end brand that markets itself as providing state-of-the-art tech to homes across the world.
“Like everyone we get frustrated by products that don’t work properly,” boasts founder James Dyson on the company’s website. “As design engineers we do something about it. We’re all about invention and improvement.”
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With this context, any reasonable person who’d paid £350 for a fan would, with a fair breeze, expect it to last for the full six-year period cited in the legislation.
After you emailed, I spoke to Dyson to try to find a resolution on your behalf. I’ll come to that at the end of this post, but let’s imagine you’re on your own with this and being ignored: what can you do?
How long has passed?
You’re clearly past this now but…
You have a short-term right to reject faulty goods and get a full refund within the first 30 days, as long as the product hasn’t been misused. After this, any faults found…
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