Smart Consumer: Persistence paid off in my battle with manufacturers
Jason contacted Smart Consumer to tell his story about a solid fuel-burning stove that he bought just over two years ago for around €1,800.
The stove began to leak so he contacted the store where it was purchased, who put him on to the manufacturer in the Isle of Wight.
Jason's stove had a three-year warranty and the manufacturers exchanged it without hesitation. The installation cost Jason €500 but the manufacturer told him that they would cover half of that cost, and that they would test the old stove at their factory to ensure it was leaking.
The bill was send to the manufacturer, but Jason heard nothing back. Despite many calls and emails, Jason got nowhere.
Jason didn't give up and persisted with more emails, even though the company was now saying that there had been no fault.
Lady luck arrived in the form of an internal email mistakenly sent to Jason, in which it was admitted that the stove was faulty.
Further emails from Jason followed and last week he was offered the €225 originally promised and was also given an additional three-year warranty for the replacement stove.
Jason writes: "If there is one bit of advice that I can offer your readers it's that it is necessary to be persistent in dealing with these customer-service issues and don't let them fob you off, particularly when you know that you are right!"
Jason is right in that patience and persistence can yield results, even though it shouldn't be that difficult in the first place. It is also worth noting in this case, that the retailer had a legal responsibility to remedy the situation for Jason but as is often the case, referred him to the manufacturer instead.
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