Q: Nearly a year ago I purchased a tumble dryer which broke down within the warranty period. I reported the problem to the seller who picked it up to have it repaired. I was informed that a part needed to be ordered from abroad before they could repair it. The tumble dryer was taken for repairs two months ago and to date I have not been provided with a date by when it will be repaired. The seller has not even offered me a temporary tumble dryer until mine is repaired. I do not think that it is reasonable to wait so long for a repair.
I would like to know if I am entitled to ask for a brand new replacement or my money back?
A: As per the provisions of the Consumer Affairs Act, the trader is allowed to opt for repair when a product results defective. However, the same law stipulates that the remedy chosen should be completed within a reasonable period of time and without any significant inconvenience to the consumer, taking into account the nature of the goods and the purpose for which the consumer requires the goods.
Since, in your case, you have already waited patiently for two months for the tumble dryer to be repaired and you weren’t offered a temporary replacement to compensate for the inconvenience you are suffering, now you have the right to argue that the repair opted by the trader is causing you a significant inconvenience and hence request a replacement. You should keep in mind that the new tumble dryer won’t carry a new guarantee, but the time you waited for it to be repaired or replaced should be added to the original guarantee.
If the seller is unable to replace the tumble dryer, you may either require an appropriate reduction of the price paid for the product or full refund.