Are Makro still outside the law?

[silverlady]

My daughter bought a washing machine from Makro 13 months ago so it's just 1 month outside the warranty. The spin is so noisy all of a sudden that there is obviously a fault. She called Makro and quoted Sale of Goods Act but they just said that they are a wholesaler not a retailer and therefore not subject to this law, and advised her to call Hoover. Hoover, of course, don't want to know anything about the Act and have just quoted her for a repair.

 

So, does she have any protection at all?

[renegadeimp]

When you buy an item from makro, you are buying it as an official from a business. So consumer law probably wouldnt apply here. Thats why they say you have to register as a business to join their store, and wont allow the general public in.

[silverlady]

Oh dear, that's bad news. Having said that, I tweeted to Makro about the washing machine being faulty after 13 mths and Makro not complying with the Act and one of their reps has asked for details of the sale etc. He didn't say they weren't covered so I'll wait and see.

[renegadeimp]

Never know. They could help out. Fingers crossed.

[silverlady]

Well all he's done is referred it to customer service who have already told her, no dice! She's only a small work from home business trying to eke out a living rather than rely on welfare and can't afford £100 lump sum for a repair. A Hoover washing machne should last longer than 13 months anyway...it just seems so unfair with no redress!!!

[rebel11]

How did she pay for it? Debit Card or Credit Card

[unclebulgaria67]

Well all he's done is referred it to customer service who have already told her, no dice! She's only a small work from home business trying to eke out a living rather than rely on welfare and can't afford £100 lump sum for a repair. A Hoover washing machne should last longer than 13 months anyway...it just seems so unfair with no redress!!!

 

It is worth calling the Citizens Advice Trading Standards helpline to see what they say.

This is their number 03454 04 05 06

 

While Makro are a wholesaler, they also sell to people who will be using the items themselves and not reselling them. I would have thought therefore that you would have the same rights as for any other retail outlet. Failing that you would have the protection of SOGA, but to claim under that outside of warranty, you would have to prove there was a manufacturers fault. This is because the life of the machine would vary in accordance with the amount of usage and how it was used.

[silverlady]

Thanks for all the advice. I imagine she paid by debit card or cash as she doesn't use a credit card but I'll ask her. I'm aware that there is protection from the credit card company on goods over £100. I have told her to contact CAB or her local trading standards office and also to email her dissatisfaction with the appliance directly to Hoover. We will see what happens!

[renegadeimp]

It depends how it bought. SOGA doesnt apply to businesses as its a consumer law. And makro demand that anyone who registers, registers as a business. Same as all cash and carry stores.

[citizenB]

It is still a concern that a Brand such as hoover is happy to have it's product break down after just 13 months. I would expect such a machine to last at the minimum, 5 years.

 

My Zanussi last 10 years.

[unclebulgaria67]

It is still a concern that a Brand such as hoover is happy to have it's product break down after just 13 months. I would expect such a machine to last at the minimum, 5 years.

 

My Zanussi last 10 years.

 

Going by various consumer programmes, Hoover can be b*ggers when dealing with such complaints. They want evidence of a fault, before they will do anything. As this would require an engineer to inspect the machine at the owners expense, they are relying on people not bothering.

[rebel11]

Hi silverlady

 

Write a Formal Letter of Complaint, mark it as such. Explain what's happened (purchased washing machine), how they have let you down (product brokedown after just 13 months) and what you want them to do (repair/replace). There might be a difficulty in that they believe it's been purchased for a business.

 

Send it to:-

 

Mr David Meyerowitz

Chief Executive

Hoover Candy Group UK

david.meyerowitz@hoover.co.uk

 

Let us know what he says.