After three failed repairs, what can I do?
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?
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.