Selling broken items

To whom it my concern

My husband bought a Defy tumble dryer from Hirsch Silverlakes on 4 April 2023. I was away until the 6th with easter weekend starting on the 7th. We only used the dryer on the 12th of April after the easter weekend. I noticed a strange sound. We took the tumble dryer back to Hirsch on the 13th on which they informed us that they are not going to do an exchange since it's been 2 days over the 7 day guarantee.

They've arranged a Defy tech to inspect the dryer at our home to see where the problem might be.

After inspection the technician informed me that the clamp to the drum was NOT bolted and that is where the strange sound is coming from. The belt came off because of this problem and got damaged by the motor, which resulted in the drum not turning and not drying the clothes. Hirsch Silverlakes sold an unfinished item. We are not technicians and did not open up the dryer to check the motor.

Defy then took the dryer to be repaired and brought it back. One month later and the same problem started again today.

We have tried to engage with Hirsch from the very beginning, speaking to a Ricky.

It is totally unacceptable that Hirsch refuse to see that they have sold a broken item and accept their responsibility in the matter.

I completely understand the 7 day policy, but this is with regards to a item that is totally in tact and this is where Hirsch Silverlakes are not honoring their promise on their website " The Hirsch’s Family are as passionate about giving their customers great service today as they were when Allan Hirsch founded the company in 1979."

They've sold us a faulty, broken item which we immediately brought to their attention AFTER the long weekend.

I would appreciate if you could assist us in this matter.