When Electrical Goods Go Wrong

Retailers often try and persuade you to buy an extended warranty when you buy electrical goods but why bother when you may be able to get redress under the law?

We've often said that extended warranties for electrical goods aren't usually worth the paper they're written on. Products are most likely to go wrong in the first year when you're usually covered by the manufacturer's guarantee, or else long after your extended warranty has run out.

You may also have some protection under the law anyway. Section 14 of the 1979 Sale of Goods Act (as amended in 1994) states that goods supplied by a retailer must be of 'satisfactory quality'. Note that it's the retailer who's responsible if something breaks down unreasonably quickly or if it turns out to be faulty.

The manufacturer is only responsible for the period during which its own guarantee lasts. Unfortunately, retailers have a habit of trying to fob you off by sending you back to the manufacturer and denying any liability.

Under the law the 'satisfactory' aspect comes down to a customer's reasonable expectations in light of the price and other relevant circumstances.

The 'quality' part is further defined by a list of factors to be considered which include that the goods should be fit for the purpose for which they were bought. They should be safe, free from minor defects and have a reasonable life expectancy.

The durability factor is probably one of the most difficult to assess. Just because an item cost a lot, it doesn't mean that it should last longer. The amount of use the product gets, and the environment in which it's used also need to be taken into account.

For example, if there are six people in your household, your washing machine is going to be used far more frequently than if there are only two, so it might be expected to break down sooner. If you keep the machine in the garage, you can't expect recompense if the machine is affected by freezing weather.

However, in its Code of Practice, the electrical retailer's trade body, Retra, suggests the following guidelines:

• Irons, kettles, hair dryers etc: 2 - 5 years
• Refrigerators, freezers, tumble dryers, microwave ovens: 3 - 8 years
• Electric cookers: 8 - 10 years
• Dishwashers, washing machines: 4 - 8 years
• Low priced portable TVs: 3 - 5 years
• Higher priced non-portable TVs: 5 - 8 years
• Low priced VCRs and DVD players: 2 - 5 years
• Higher priced VCRs and DVD players: 5 - 8 years
• Low priced Hi-Fi Systems: 2 - 5 years
• Higher priced Hi-Fi systems: 5 - 8 years

If the retailer accepts responsibility, you won't have an automatic right to a refund but they should certainly offer to repair it for free or offer you a replacement.

However, if the retailer still refuses to accept liability then you should contact your Trading Standards Office via your local council to complain.