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Have you contacted the finance company at all about this?
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When a consumer makes a purchase from a business seller, they have certain 'statutory' rights under the Consumer Rights Act 2015, which states that the goods must be:
· of satisfactory quality – they must not be faulty or damaged when received
· as described – they must match any description given at the time of purchase
· fit for purpose – they should be fit for the purpose they are supplied for
If they do not meet the above requirements, you will have certain legal remedies against the seller (not against the manufacturer as they will only be responsible under a manufacturer’s warranty that came with the goods). When you have bought something on finance the seller is actually the finance company, not the shop/retailer. Also note that there is no protection against fair wear and tear, misuse or accidental damage, faults that were pointed out at the time of sale or if you change your mind and no longer want the goods.
The rights against the seller are:
1. Reject the goods and request a refund - this must be done within 30 days of purchase or delivery.
2. Repair or replacement – this can be done within the initial 30 days or after, if that deadline has passed and a rejection is no longer possible. If a repair is not possible or has failed, the goods can still be rejected for a refund, or if the consumer wants to keep them, they can ask for a price reduction.
Based on which option you are wishing to exercise, you must contact the seller and advise them. If they refuse to discharge their legal obligations under consumer laws, you should remind them of these as per the details above. If they still appear reluctant to assist, write to them one final time, warn them that they have 7 days to comply and inform them that if they fail to honour your legal rights, you will have no choice but to report them to Trading Standards and start legal proceedings to seek compensation.
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Hi, I appreciate you may not the above already but that is the legal position, whether you know it or not. The issue is that whatever the problem is, if they are not offering you the service or aftercare you had hoped for, you cannot force them to do any different. In the end, if you are unable to resolve matters amicably with them you will simply be seeking compensation for getting a replacement product or for being left with something which is not fit for purpose. You have rights but you cannot force the company to adhere to the laws, only seek compensation if that does not happen. So as mentioned I would be happy to discuss the next steps if needed
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