We stand up for your legal rights
Will Hive refund me after ending support for cameras?
Q I’ve read that in 2025 Centrica will no longer support its Hive View outdoor home security camera (pictured), which means it will stop working. Do I have any rights considering I bought the camera only two years ago? John Clare
A John has the usual consumer rights, but nothing stronger. Companies aren’t legally bound to support products indefinitely. The Consumer Rights Act does give you up to six years to seek redress (five years in Scotland), but that doesn’t mean the law expects all goods to last that long.
Hive has said it won’t refund customers who are unhappy about the decision, but we still think it’s worth complaining and asking for some money back. Include proof of how long you’ve owned the device. LEAD CASE
The company will continue to offer refunds for faulty devices until 2025 if customers are on a subscription. It will also refund customers without a subscription, though again only if there’s a fault and the item was bought in the past year. To complain or ask for a refund, phone customer services on 0203 176 3838 or email customerservice@hive. co.uk or help@hivehome.com.
The outdoor security camera is just one of several Hive is withdrawing support for. It’s also axing the indoor security camera, as well as the HomeShield alarm system. See the full list at www.snipca.com/47958, including products it stopped supporting earlier this year.
If you buy any of these from a third-party retailer (ie, not directly from Hive), it must let you know that Hive will stop supporting the device in 2025. If it doesn’t, it would be guilty of misleading you under the Unfair Trading Regulations, and you’d be entitled to a refund. CASE CLOSED
Can Argos refuse to fix a faulty laptop?
Q A GeoFlex 340 laptop I bought from Argos in June 2022 and have hardly used became faulty in August. The manufacturer Geo Computers (https://geo-computers.com) said it’s probably an inherent fault, but won’t repair the laptop because the warranty has expired. Argos refuses to help. Is there anything I can do? Terry Prole
A Because six months have passed since purchase, Terry will have to prove that the fault is inherent. First, he should tell Argos that Geo Computers thinks this is the case. It’s then up to Argos to decide whether to accept the manufacturer’s verdict.
If it doesn’t, Terry could ask a repair shop to inspect the laptop. If it finds an inherent fault then he can p
