Mark's Electrical/365 Electrical say to contact the manufacturer for an 8 month old product - Complaint about Marks Electrical - A Spokesman Said

Mark's Electrical/365 Electrical say to contact the manufacturer for an 8 month old product

Complaint about  Marks Electrical  | AWAITING RESPONSE


Marks Electrical

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A Broadbent

07/03/2017

Mark's Electrical/365 Electrical say to contact the manufacturer for an 8 month old product

Complaint about Marks Electrical

We purchased a dryer from 365 Electrical in June 2016. The water canister started leaking. Under the Consumer Rights Act 2015, goods you supply must be of satisfactory quality – a dryer with a water canister that cracks due to the heat from the dryer and subsequently leaks water is clearly not of satisfactory quality. It is less than one year old. Our contract is with the retailer yet 365 Electrical insist that we contact the manufacturer. 365’s website states: "365 Electrical do not offer support for items over 30 days old. However that doesn't mean we can't help you. You will need to contact the manufacturer directly to arrange for support at home." From http://www.moneysavingexpert.com/shopping/how-to-complain: "Your contract is with the retailer or service provider, not the product manufacturer, so it is its responsibility to sort it out, providing that the product is breaking your statutory rights. So don't let the retailer fob you off, for example, by saying you must use the guarantee first to send a duff DVD player back to the manufacturer." We don't want a replacement water canister as the same thing is likely to happen again due to the type of plastic not withstanding the heat generated by the dryer. The dryer is a fire and electrical shock hazard and can no longer be used and is unfit for purpose. Consumer advice asked us to write to 365 Electrical giving them 14 days to respond. We wrote directly to Mark Smithson, owner of 365 Electrical / Mark’s Electrical. After phoning 365 Electrical to try to resolve this and pointing out that we wrote to Mark Smithson, we were told: “Oh, Mark Smithson doesn’t deal with customers”, surely it wasn’t too much to pass the complaint on to the relevant department.

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