Catalogue Cooker issue

william.the.bloody

Hello all

I purchased a few weeks ago a cooker from the Simply Be catalogue group. It was a Hotpoint cooker and came direct from Hotpoint a few days after ordering it. Installation was supposed to be included in the cost but they refused to install it. I'm still waiting for confirmation this has been refunded.

However, big problem happened - as I say the cooker is two whole weeks old! When closing the oven door - not with any huge force - the glass on the outside part of the cooker door shattered. Turns out the handle was attached to the glass via a piece of metal underneath which wasn't secured and gives at the slightest pressure. It was basically an accident waiting to happen.

I immediately contacted catalogue to say I want a replacement - and a different cooker as this one has a design flaw which makes it unfit for purpose.

They referred me back to Hotpoint and I went back and said "no, contract with you - you sort it out. Money Saving Expert told me not to let you fob me off with contacting the manufacturer"

Their response (after several emails back and forth) :-

"Thank you for your email.

I have noted your comments.

However as advised the 1st step is to contact the supplier.

They will need details from you from example they will require
the model number of the appliance.

They have qualified engineers who will be able to deal with this
for you.There contact number is 08704427665.

If you require any further assistance please feel free to contact us.

Regards.
Internet Customer Service Team"

I've gone back again and said no but haven't heard back yet. I'm just so fed up. I've been without a cooker for almost a week now and want it sorting - but want it sorting right.

Am I doing the right thing? Is there anything else I should be doing?

Thanks peeps

Jo x

RadoJo

To be honest, I would think you're best off contacting the manufacturer as if you press the retailer, all they will do is relay information from you to the manufacturer and vice versa, which will take longer and be more likely to end in miscommunication. I take your point about the retailer being responsible, but if pursuing your rights actually ends up making things more complex and convoluted then direct contact would probably be easier all round. Good luck!

neilmcl

I would say you'd probably still be classed as being within a reasonable time to reject the cooker outright under the Sale of Goods Act and demand a full refund, if that's what you want. Get back on to the retailer and demand they take ownership of the problem as your contract lies with them and you have no intention of contacting the manufacturer in the first instance.

william.the.bloody

The latest response:-


"Thank you for your email.

Once an item such as this has been with the customer over 7 days and then
becames faulty it is the manufactures responsibility to help with any
faults that may occur, there please contact Hotpoint on this number 08448
224 224 and they will be happy to help you with your enquiry.

They will need details from you from example they will require the model
number of the appliance.

They have qualified engineers who will be able to deal with this for you.

If you require any further assistance please feel free to contact us.

Regards.
Internet Customer Service Team"

Surely that can't be right for defective goods?

I don't know what to do. I don't want the same cooker again, but I do still need a cooker through the catalogue?

I think Hotpoint will just fob me off as well.

Meepster

I can see your frustration, but the problem is, once it is installed, it needs a specialist to have a proper look at it, to make sure it is indeed a fault with the product and not misuse.

Argos don't have engineers, the best they could do would be to send a spotty 17 year old out to say "yeah, it's broke" and then they have to order another one for you, arrange to get it fitted and take the old one away

If you contact Hotpoint directly, they have their own engineers, who deal exclusively with the Indesit companies products. Once they have identified a fault (or not as the case may be?) they can be sure they have the right solution and will sort it for you.

Yes - Argos are responsible, but sometimes it is a hell of a lot easier to go straight to the manufacturer...

william.the.bloody

Success

Just had catalogue to confirm they will collect cooker and refund money.

mwilletts - the problems isn't a fault - its a defect in the design and I didn't want it fixing, I wanted a different cooker which didn't have this inherent flaw. If I went to Hotpoint, I knew I would just get a replacement door and would be worried that the glass would smash again if a little bit of force was used closing it.

Thanks for your input guys!