Some of you may remember that last week I returned my 369 day old HRT Steamer II+ to the retailer I purchased it from, Analogue Seduction, because it was faulty. I have been dealing with Gary Penska their MD.
I told them that I wasn't happy that a product one year and four days old had developed a fault (RH channel very low).
They have been in touch with HRT who say that it needs a new motherboard at a cost of £175 incl labour and VAT.
Alternatively I can take-up Analogue Seduction's offer of a brand new HRT II+ at £209.99 instead of £299.99.
Analogue Seduction are refusing to replace my HRT II+ or repair it even though I've told them they have an obligation to do so under the Sales of Goods Act, which clearly states that a product should last 'a reasonable amount of time' and be of 'satisfactory quality'. In fact in England 'reasonable amount of time' can be as much as six years, obviously with some discretion based on what the product is. I think we all agree I have a right to have a £300.00 DAC repaired/replaced at just 369 days old and I think I very clearly I have a case.
I wonder if staff at WHFSV would care to make a news item out of this. Or even call AS.
Please be my guest.
UPDATE POSTED BY MODS 30.03.13 – issue has now been resolved. See below:
Thank you for bringing all the links to our attention. We are extremely disappointed in the outcome ourselves, we would have liked to have seen HRT repair or replace the unit for you at no cost to yourself and indeed to us.
As I'm sure you will understand we are at the mercy of the manufacturer, if we had this situation constantly when a product is out of its warranty and repaired or replaced products free of charge outside the warranty period this would have a negative impact on us as a business, as I'm sure you understand.
We do not wish to upset any of our customers and always want to support them at all costs so they return to us in the future. We are going to send you a new unit at our cost and we are taking up this matter further with HRT. I trust this is to your satisfaction, if you have any further questions please do not hesitate to contact me.
Director, Analogue Seduction