Af­ter three failed re­pairs, what can I do?

Computer Active (UK) - - Consumeractive -

Q Two years ago I bought a Zanussi freezer from John Lewis. It has been sent away for re­pair three times. At the be­gin­ning of May it was sent for the fourth re­pair. John Lewis in­sisted that I put up with these, but I’ve not heard any­thing from Zanussi about when my freezer will be re­turned. What can I do?

Arry Tee


If Arry had bought the freezer af­ter Oc­to­ber 2015, when the Con­sumer Rights Act came into force, John Lewis would have had to re­fund or re­place af­ter the first failed re­pair. But that doesn’t mean Arry has to put up with four re­pairs. He’s cov­ered by the Sale of Goods Act (SOGA), which states that re­pairs have to be car­ried out within a “rea­son­able time” and not cause the cus­tomer “se­ri­ous in­con­ve­nience”. Given these rules, we’re sur­prised that John Lewis tried to get the freezer re­paired so many times.

We’ve con­tacted both John Lewis and Zanussi, point­ing out that if Arry took his com­plaint to the small claims court he’d prob­a­bly be awarded a par­tial re­fund, with money taken off to re­flect the use he’s had from the freezer.

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