VAX Warranty replacment Issue

11
Posted 8th May 2019Edited by:"Mackan"
Hello,

I was offered a warranty replacement like for like. it seems like a downgrade and no other options where give, (they have said a replacement would be a like for like many times in chat and in emails)

A little back ground.
my VAX U85-ACLG-B stopped working in around year 4 but still under warranty (comes with 6 years). I contacted VAX with the online chat function on the VAX website. it turned out they offered me a warranty replacement.

They said it would be like for like and I was offered 2 options (1x cordless and 1x cord). I dismissed the cord vacuum right way as does not suite my needs.
So the one they offered me was the "VAX Blade 24v" so I rushed to VAX website (Vax.co.uk) click on Cordless Vacuum and this came up with 3 options 2x "Vax Blade 2" and 1x "VAX Blade 32v" (no "VAX blade 24v" shows on your website) so I was looking at the spec of the "VAX Blade 32v" (I did not know I was looking at the wrong machine "VAX Blade 32v" rather then the "VAX Blade 24v" that does not show on there website) the 1st thing I asked was this does not come with the LED light for dust (think they call this something like "Dust Tracker") that is on the my machine (VAX U85-ACLG-B as this was one of the selling points for me) so was not like for like to me. but turns out VAX sells a cordless vacuum on there website with this and it is called. "VAX blade 2" (1-2models up) has this function and on there website comes in at the same price as my machine £199.96 (My machine on the website show at a cost of £199.99 but was sold out) so I asked and was turned down and I even offered to pay the £20-30 difference in price from the "VAX Blade 32v" to upgrade it to the "VAX blade 2" and was still turned down.


The "VAX U85-ACLG-B" (my machine) comes with 2 battery's (30mins per battery) so I wile i was looking at the "VAX Blade 32v" has 45mins running time and was like OK I can give up 15mins of battery time and sins I was turned down for the "VAX Blade 2" (that to me had the same functions as my machine) I accepted this offer. At the time I copied and pasted the make a model from that chat I was in (as you can see my spelling is not great) so they ordered this up for me.

When I checked my email and thought I would look it up again and done a copy and past of the make a model this took to me to a hidden website on Vax website (I say hidden as it does not have a link to this machine from the home page) and it showed 35mins battery time at this point the penny dropped. I checked your website and cannot find any link to show the "VAX Blade 24v" machine. so I was right back on to chat function on the website an they conform it was the 24v and said as I accepted this order in the chat I cannot change it (by this point it may of been an hour or 2 sins I accepted it) long stony short they said they cannot help me as i accepted the offer on the 03/05/19 even tho i told them about the mistake and the website not showing the machine under "Cordless Vacuum Cleaners"

on the 04/05/19 i got an email from VAX saying
"I have arranged for a returns pack to be sent to you. So that we can replace the 24v Blade. Once this has been received please contact the courier service number which is provided for collection of your machine". thought ok they going to update me to atlest the "VAX blade 32v" and if i am lucky the "VAX blade 2". I asked what would the replacement be and got an email back on the 05/05/19 saying "Thank you for your e-mail, we will be replacing the machine with the same machine if not very similar" I did send them a follow up email informing them of the above

Today 08/05/19 I got an email saying it has now been shipped. (the "VAX blade 24v")

I have also emailed the CEO of the company on 03/05/19 but had not replay (i also BCC in the VAX helpdesk)

What the website shows when you click on Cordless Vacuum Cleaner (at time of this email) no option shows as "VAX Blade 24v" as you can see.
3226745.jpg

I am just wondering if i have any leg to stand on as it does not seem they have offered me like for like or a refund of the item worth (As i can return/reject the package).



Update:

Mackan09/05/2019 08:35
Got an update form VAX this morning from the email I sent to the CEO of VAX and looks like they have now Giving me the "New Vax Blade 2 32V Cordless Vacuum Cleaner with Toolkit" so looks like a win for me.

Email from VAX below.
"Thank you for your email to Mr Winterbottom which has been passed to myself to review and respond.

I apologise you have needed to contact us and our team was not able to resolve you questions raised. I appreciate the machines offer do not match your original product and that we have attempted to offer a best fit replacement.

I can see from your records the machine is out with our courier Yodel and I have requested this is stopped and returned to ourselves.

To resolve this matter and offer you replacement you can be satisfied with I have placed an order for our Blade2 32V Machine. You will shortly receive a confirmation followed by tracking details from our carrier once the parcel is released to them. If you have any queries in the meantime please do let me know, I trust this will offer you a satisfactory resolution to your query"
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11 Comments
You lost me part way through the second paragraph suspect that’s why you haven’t got any responses yet.
Your lucky the first one lasted you 4 years. I had my first Vax hoover for 5 months before it broke. During the 2 years I owned a Vax they replaced it a total of 5 times. Except on the 5th one they insisted I was using it incorrectly to have gone through so many (broken motor, broken bearings, burning smells etc) and accused me of mis-using it or purposely breaking it. I sent the old one back and when they found it was a mechanical failure and replaced it - I sold the brand new one and bought a decent cleaner (Shark) which hasnt let me down since.

There customer services are awful
Not seen the terms & conditions and unless it says new replacement I would assume it would take into account for the age of your current one.

Your current one woudn't be worth the full purchase price and 4 year old batteries would be worthless.

I would say you are pushing your luck
markvirgo08/05/2019 15:38

Not seen the terms & conditions and unless it says new replacement I would …Not seen the terms & conditions and unless it says new replacement I would assume it would take into account for the age of your current one.Your current one woudn't be worth the full purchase price and 4 year old batteries would be worthless.I would say you are pushing your luck



I got my machine on sale at £200 4 years ago and on the VAX website it shows at £199.99. So i am going by what price they sell. they are the ones that kept on saying it will be replaced "like for like" but the one offered is missing features that the bigger brother has (new version of the one they offered). looks like they just trying to get rid of old sock as the machine they offered is not on the VAX site under "Cordless Vacuum Cleaners" where it should be.


that would be like i a company replacing a smart 55" TV 4k and replaying it with a 55" TV HD and saying it is like for like. but you bought the your TV for the 4k and u can also see the same company sell a a 4k version of the TV they just offered you in HD.
Mackan08/05/2019 16:04

I got my machine on sale at £200 4 years ago and on the VAX website it …I got my machine on sale at £200 4 years ago and on the VAX website it shows at £199.99. So i am going by what price they sell. they are the ones that kept on saying it will be replaced "like for like" but the one offered is missing features that the bigger brother has (new version of the one they offered). looks like they just trying to get rid of old sock as the machine they offered is not on the VAX site under "Cordless Vacuum Cleaners" where it should be. that would be like i a company replacing a smart 55" TV 4k and replaying it with a 55" TV HD and saying it is like for like. but you bought the your TV for the 4k and u can also see the same company sell a a 4k version of the TV they just offered you in HD.



No as a 4K TV will not be worth the new price in 4 years and the HD only ones wouldn't be available in any shops.

You can't expect them to repace a £200 item for an item now 4 years later for an item worth £200

Technology moves on just look at you old heavy model to what they are offering. I think you are getting a great deal.

Next you will be complaing that you are losing your 2 year warranty you will not have now.

The other point is that your old model is Out of stock as its no longer being sold by them, should they also keep them in stock for you too.

Your old one is over 5kg new one 3kg, old one 20v new one 24v.

Who runs one for 30 mins non stop anyway so one battery will be fine for the home.
Just to add have they been out and had a look at the issue?. Guess not as they have done via online chat so If it's only the batteries that have gone which wouldn't be covered in the 6 year warranty I think you have a terrific deal.
They take into account your hoover is 4 years old and can give you a slightly lower spec'd model, although your model is old technology, heavy and probably has less suction power. Your lucky to get a nice new cordless vacuum after 4 years really
markvirgo08/05/2019 18:43

Just to add have they been out and had a look at the issue?. Guess not as …Just to add have they been out and had a look at the issue?. Guess not as they have done via online chat so If it's only the batteries that have gone which wouldn't be covered in the 6 year warranty I think you have a terrific deal.



Yes i know the issue the brush-bar if broken (not covered by warranty) and the cog/gear on the motor that runs the belt that run the brush-bar has snapped in 2. the motor still runs but as the cog.gear is broken it cannot run the belt as it keeps on falling off. and this is covered under warranty. they did request photos of the machine and the damage. this involved me opening up the machine to get to the motor (i done a video of me opening it just in encase they said i damaged it).

P.S both batteries run fine and i think they only come with 1-2 year warranty.
Also the old machine my of been heavyer but it was an Upright Vacuum Cleaners so you are not holding it in the air. comparted to the Blade where most of the weight is what you are holding.
Edited by: "Mackan" 9th May 2019
got an update form VAX this morning from the email I sent to the CEO of VAX and looks like they have now Giving me the "New Vax Blade 2 32V Cordless Vacuum Cleaner with Toolkit" so looks like a win for me.

Email from VAX below.
"Thank you for your email to Mr Winterbottom which has been passed to myself to review and respond.

I apologise you have needed to contact us and our team was not able to resolve you questions raised. I appreciate the machines offer do not match your original product and that we have attempted to offer a best fit replacement.

I can see from your records the machine is out with our courier Yodel and I have requested this is stopped and returned to ourselves.

To resolve this matter and offer you replacement you can be satisfied with I have placed an order for our Blade2 32V Machine. You will shortly receive a confirmation followed by tracking details from our carrier once the parcel is released to them.

If you have any queries in the meantime please do let me know, I trust this will offer you a satisfactory resolution to your query"
Edited by: "Mackan" 9th May 2019
markvirgo08/05/2019 18:41

No as a 4K TV will not be worth the new price in 4 years and the HD only …No as a 4K TV will not be worth the new price in 4 years and the HD only ones wouldn't be available in any shops.You can't expect them to repace a £200 item for an item now 4 years later for an item worth £200Technology moves on just look at you old heavy model to what they are offering. I think you are getting a great deal.Next you will be complaing that you are losing your 2 year warranty you will not have now. The other point is that your old model is Out of stock as its no longer being sold by them, should they also keep them in stock for you too. Your old one is over 5kg new one 3kg, old one 20v new one 24v. Who runs one for 30 mins non stop anyway so one battery will be fine for the home.



i have had a old Samsung TV 40" HD series 6(not a smart TV) and was 5 years old TV covered by Samsung under warranty (this TV cost me around £500 new at the time) and was replaced with same series (6) but a much newer model(with better specs) and was "40" 3D HD smart TV" or i was offers £390 (the price of the TV they offered me. but i took the TV)
I guess that you won in the end so good for you, give us an update on how it is.

Always worth a try but now that you have had the success don't be too upset if you don't in the future and read the small print.

If you do post on here again add more detail and the terms of the warranty so we can judge the situation better.

Being on the end of the service centre in the past I can say that there are limits the service team can offer before it is passed further up the complaints chanel.
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