I'm hoping someone will be able to answer the question in heading. Last June I purchased a very expensive coffee machine - I'm embarrassed to say how much! Anyway, it used to make beautiful crema espresso and cappucino but now there's a second problem.
The first was about a month after purchase and the salesman came out to my house and unclogged the machine - it wasn't working properly. In the last week or so it started mal-functioning again - wouldn't suck up milk for cappuccino, deliver steamed milk or even water but still makes espresso. I rang the shop and the sales person told me it will be collected tomorrow and they'll see if it can be fixed and, if not, it'll be replaced. All that will take two weeks. I was told to pack it well - "so it can be safely dropped a metre"!!! Having just spent several hours trying to pack it securely (it weights about 20 lbs or more) I am fed up! Hunting for a box big enough etc etc.
I now feel I should ask for a replacement and if they won't do that ask for my money back - though I'd be happy with it if it worked properly. I've also begun to think that even if they fix it this time, how do I know it won't break down again. The question is - am I entitled to ask for a new replacement? Is anyone expert in consumer rights? Please give me your opinion. I've never exchanged or returned anything ever before so am in the dark regarding usual practice. Not a sale item either!
The first was about a month after purchase and the salesman came out to my house and unclogged the machine - it wasn't working properly. In the last week or so it started mal-functioning again - wouldn't suck up milk for cappuccino, deliver steamed milk or even water but still makes espresso. I rang the shop and the sales person told me it will be collected tomorrow and they'll see if it can be fixed and, if not, it'll be replaced. All that will take two weeks. I was told to pack it well - "so it can be safely dropped a metre"!!! Having just spent several hours trying to pack it securely (it weights about 20 lbs or more) I am fed up! Hunting for a box big enough etc etc.
I now feel I should ask for a replacement and if they won't do that ask for my money back - though I'd be happy with it if it worked properly. I've also begun to think that even if they fix it this time, how do I know it won't break down again. The question is - am I entitled to ask for a new replacement? Is anyone expert in consumer rights? Please give me your opinion. I've never exchanged or returned anything ever before so am in the dark regarding usual practice. Not a sale item either!