Endorsement of customer care at Frost Restorers Equipment

[stevebroad]

I bought this TIG welder from Frost over a year ago.

http://www.frost.co.uk/eastwood-tig-200 ... elder.html

It has had very little use but when I went to use it recently I discovered that the gas regulator had packed up. I looked around for a replacement then thought that the best place to get one would be Frost. So I rang them to see if they couldl supply and the price.

I spoke to Chris and he said they could supply one and it will be shipped the next day. On requesting price he said it would be sent FOC as a good will gesture. Wow!

I have always found them helpful and courteous but this is much more than I expected. Thanks Chris and Frost!

[512BB]

Stevebroad wrote; but this is much more than I expected.

In that case Steve, you do not know your rights as a consumer.

If you pay ?600 for a welder and use it little and with care, you can expect it to be covered under guarantee, or under the Sale of Goods Act, for up to 6 years, and Frosts were only carrying out their statutory duty. But good on them for not making a performance and just doing the right thing.

Leslie

[peterexpart]

I bought this TIG welder from Frost over a year ago.

http://www.frost.co.uk/eastwood-tig-200 ... elder.html

It has had very little use but when I went to use it recently I discovered that the gas regulator had packed up. I looked around for a replacement then thought that the best place to get one would be Frost. So I rang them to see if they couldl supply and the price.

I spoke to Chris and he said they could supply one and it will be shipped the next day. On requesting price he said it would be sent FOC as a good will gesture. Wow!

I have always found them helpful and courteous but this is much more than I expected. Thanks Chris and Frost!

Considering what the Sale of Goods act "actually" says, I would agree that it is much more than expected, especially considering the response you would get from most uk suppliers !!
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Proving the fault
If you intend to reject the goods for a full refund because you have not accepted them, it is YOU, the consumer, who needs to prove that there has been a breach of contract in that the goods are not of satisfactory quality, fit for purpose or as described at the time of purchase. If you have accepted the goods and are seeking repair or replacement within the first six months after purchase, it is for THE TRADER to prove that the goods conformed to the contract (were not faulty) at the time they were sold to you. If you are claiming repair or replacement more than six months after purchase, the burden of proof is back to YOU, the consumer.

If you are in dispute with the trader, you may need to obtain an expert opinion to establish what the problem is, how it was caused, what it will take to sort out the problem and who is to blame. Please see our 'Getting Evidence to Prove Your Claim' leaflet for more information

Who can you claim against for faulty goods?
Your claim could be against:
?the trader under the Sale of Goods Act 1979
?the trader or the manufacturer under the terms of a guarantee if you have one. For more information, check out the 'Guarantees or warranties' leaflet
?a finance provider if you signed a credit agreement or if you paid by credit card. For more information, check out the 'Your rights when buying on credit' leaflet.

How long have you got to make a claim?
The law states that a trader's legal responsibility for faulty goods lasts for six years from the date of the contract. This does not mean the goods have to last this length of time, but this is the time limit that the law gives you to take legal action.
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[stevebroad]

Stevebroad wrote; but this is much more than I expected.

In that case Steve, you do not know your rights as a consumer.

If you pay ?600 for a welder and use it little and with care, you can expect it to be covered under guarantee, or under the Sale of Goods Act, for up to 6 years, and Frosts were only carrying out their statutory duty. But good on them for not making a performance and just doing the right thing.

Leslie

Good point, hadn't thought of that.

[stevebroad]

Update. Replacement regulator arrived. Fitted it but this one didn't work properly either. It allowed gas to flow but the gauge measuring bottle pressure didn't work! But at least I would be able to weld my chassis, or so I thought. Cleaned the weld area, set everything up and fitted earth clamp. However, I was unable to strike an arc, even on the earth clamp! Bugger!

A call to Frost led to an exchange of emails with the welder supplier in the States. This resulted in a new welder being sent out today and I get to keep the original welder and accessories as spares. Can't think of how they could have treated me any better than an all expenses paid trip to the States to pick the welder up personally