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Charge for replacing a Faulty Nest supplied and installed by Electric Ireland

27.10.2020 16:46 #1
Hello,

I purchased and paid for a Nest Device on New Years Eve 2019. 

Two months later in Feb 2020 the wifi chip on my Nest stopped working,  it was replaced in early March as it was faulty.

Fast forward to October 2020 the wifi on the device was stopped working. I rang electric Ireland support, they stated that there will be a call out charge to fix it.

Twice I have been supplied a faulty device :( in less than twelve months and I'm being charged a call out charge, surely this isn't right ?
27.10.2020 16:56 #2
Verified representative
Hi thebackbar,

Very sorry to read it. This relates to the warranty duration.

However we recommend contacting the dedicated department for this query - Home Energy Services, to see what they can do for you. They are available on 1850 372 333.

Kind regards,
Una
27.10.2020 16:59 #3
Registered User
Look at your consumer rights here,  https://www.citizensin...umer_in_ireland.html
Sale of Goods and Associated Guarantees
Consumers’ rights are further strengthened by the Sale of Goods and Associated Guarantees Directive 1999/44/EC. S.I. No. 11/2003 gives effect to the Directive in Ireland.
Under the regulations, products must be ‘in conformity’ with the contract. To be in conformity, the products must meet specific conditions about quality. The conditions are mostly the same as in the Sale of Goods Act.
You are entitled to certain remedies, that is, repair, replacement or refund when products do not meet the specific quality standards. If you find a problem within 6 months, it is presumed that it was there at the time of delivery. It is up to the seller to prove otherwise.
The right to a remedy applies for at least 2 years across the EU. Member States are allowed to set longer time limits (known as limitation periods). In Ireland, the limitation period is 6 years. This means you are entitled to raise a problem about a product for up to 6 years from the date of buying.
1 thank
27.10.2020 20:11 #4
Originally posted by Electric Ireland: Una
Hi thebackbar,

Very sorry to read it. This relates to the warranty duration.

However we recommend contacting the dedicated department for this query - Home Energy Services, to see what they can do for you. They are available on 1850 372 333.

Kind regards,
Una

This is the response I got from them :(

Is it the official Electric Ireland policy to install defective products, and then charge the customer to fix them ??

I'll be pursuing this matter through the small claims court thank you
28.10.2020 09:37 #5
Verified representative
Originally posted by thebackbar
Originally posted by Electric Ireland: Una
Hi thebackbar,

Very sorry to read it. This relates to the warranty duration.

However we recommend contacting the dedicated department for this query - Home Energy Services, to see what they can do for you. They are available on 1850 372 333.

Kind regards,
Una

This is the response I got from them :(

Is it the official Electric Ireland policy to install defective products, and then charge the customer to fix them ??

I'll be pursuing this matter through the small claims court thank you

Hi thebackbar,

Just to clarify: did you contact Home Energy Services? As they can check each query on a case by case basis. We do not have access to their system here in Social Media and are unable to advise in this regard. Home Energy Services are the specialist department for queries about the Nest thermostat.

They can also be contacted on homeservices@electricireland.ie - although telephoning them will put you in contact with an agent sooner.

Una
01.11.2020 18:25 #6
Electric Ireland got back to me stating that they only offer a 90 day warranty with Nest devices :(
01.11.2020 18:48 #7
Registered User
Originally posted by thebackbar
Electric Ireland got back to me stating that they only offer a 90 day warranty with Nest devices :(

This from the t&c's on Electric Ireland https://www.electricir...df?sfvrsn=f49da30d_4
5. OUR WARRANTY AND LIABILITY a) The Product carries a 2 year manufacturer’s warranty. Full details of this warranty are contained in the documentation supplied with the Product. If you have any technical problems with the product itself please ring 1800 817 188 or email support@nest.com b) The installation of the product by Electric Ireland carries a 90 day warranty. If you have any issues with the installation please ring Electric Ireland at 1850 372 372
I would follow the consumer rights issue on this with them.
1 thank
02.11.2020 09:50 #8
Verified representative
Hi thebackbar,

Can you private message us your name, address and telephone number?

Thanks,
Una
03.11.2020 14:48 #9
Una,

thanks for the pm, just in case anyone else has this problem Una has referred me back to the manufacturer Google.

I contacted the Europen Consumer Center and they have advised me that i should deal with the supplier not the manufacturer  !

https://www.eccireland...ty-and-how-to-use-it

This is the exact paragraph ! Can you check this with Electric Ireland Legal people psl ?
ECC Ireland has had reports of some sellers telling consumers that it is nothing to do with them and to talk to the manufacturer. This is incorrect. Even if you have additional protection under a guarantee or warranty, you should still report the issue to the seller first. Otherwise, if the manufacturer attempts repairs or replaces the item and the problem persists, you may no longer have grounds for a claim against the seller.
04.11.2020 16:09 #10
Hi there, 

We are currently liaising with the relevant department. 

We will get back to you once we have more information. 

Kind regards, 
Aoife
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