IKEA guarantee - worthless?

D_Dickenson

I bought some sliding doors (PAX MALM) from IKEA and after 18 months a ball bearing shattered in the wheel that carry's the weight of the door. This means the door no longer slides it just grates along the metal runner.

IKEA offer a 10 year guarantee as detailed below. However they have said that it is just normal ware and tear so will not take the matter any further.

Can I do anything about it?

Here is the wording of the guarantee. It mentions 10 years, PAX, defective materials (shattered ball bearing) and sliding mechanism. These are the four parts that form the basis of my claim.


PAX/KOMPLEMENT
What is covered under this guarantee?
This guarantee covers defects in materials and workmanship in the following components of the PAX/KOMPLEMENT wardrobes and interior fittings described below, and is valid from the date of purchase from IKEA. •Frames •Doors •Hinges •Sliding door mechanism •Drawer gliders •Shelves and clothes rails.

What products are not covered under this guarantee?
KOMPLEMENT wire basket, KOMPLEMENT box in plastic and textile, KOMPLEMENT pull-out shelf in transparent plastic, KOMPLEMENT trouser hanger and KOMPLEMENT shoe organiser.

Taken from http://www.ikea.com/ms/en_GB/customer_service/ikea_services/guarantee.html

Meepster

You will need to prove that the ball bearing shattering was caused by some form of inherent fault (such as defective materials etc) and not caused by normal wear and tear or misuse, for them to take any further action.

For this you will need an independent report highlighting this.

Ikea's guarantees (like their 25 year one on kitchens) look great, until you actually try and claim from them...

adam.mt

The question is whether the ball bearing shattering in the wheel is a "defect in materials and workmanship" or reasonable wear and tear? I'm afraid that's debatable.

From the details you've posted, it would seem IKEA's 'guarantee' is similar to the 6 year cover you're entitled to anyway under the Sale of Goods Act.

Thus, by all means try and push further with IKEA to see if they will change their mind. If they won't then you could take up under SoGA but you'd likely need to commission an independent report to show the fault is an 'inherent' one (fault in design/manufacture from the outset). Although you have to pay for such, if it backs you up then you can claim the cost back. If it doesn't then I'm afraid it's good money after bad.

adam.mt

As mentioned, sometimes guarantees and warranties aren't quite as good as they may initially appear; you need to check their exact terms.

Sandoval

Give Ikea some grief and don't give up, make a bit of a nuisance of yourself and see where it gets you.

It's common sense that the door should still be sliding properly after 18 months.

Sirmarcus will probably be along soon with the details of Ikea's CEO...

adam.mt

Asking to speak to a manager and explaining the situation clearly and politely would be a better bet; failing that write to head office doing the same.

My previous post stated the law; I'd also agree that 18 months doesn't appear very long for a product with an a supposed '10 year warranty'.

D_Dickenson

I've been giving IKEA grief for some weeks now and they won't budge.

If they don't honour their guarantee then they should not be allowed to advertise it. Is there any way to challenge their right to display these false guarantees?

I would be prepared to go to court to fight this. I am not worried about claiming the cost of the doors - it is relatively small amount of money compared to the time and effort to go to the small claims court. I would rather challenge their right to mislead the public - is that something for the small claims court or would it be a different court?

adam.mt

Different court and different issue. Their guarantee (as you've presented it) appears fair, it's just your claim doesn't fall under it. They say your damage is due to wear and tear and not a manufacturing fault (which is the only thing the guarantee states it covers).

Thus, ignore their guarantee for now. Instead use SoGA and the Small Claims Court to argue that the fault is indeed 'inherent' and not wear and tear as they claim. You will require evidence for this, so commission an independent report.

If you wish to dispute the advertising of their guarantee then do so separately. However, IMO they appear to be operating in line with it and to be honest I don't think Trading Standards would be that interested in pursuing as it's not strictly inaccurate (just a little misleading for those that don't read it properly). By all means you can lodge a complaint with them though, should you wish.

adam.mt

D_Dickenson wrote: »

IIf they don't honour their guarantee then they should not be allowed to advertise it. Is there any way to challenge their right to display these false guarantees?

As stated, they are actually in line with their guarantee; it's just their judgement that the fault is wear and tear (rather than a design/manufacturing problem) that you disagree with. (And I'd agree with you, 18 months is very poor for a supposed 10 year life item).

D_Dickenson

Thank you for your expertise.

I'll give a little more information and may be you could see what you think.

When the problem first occurred I was unable to locate the proof of purchase. IKEA did send a Soga engineer but without the proof of purchase all he said was it has lasted more than 12 months so that's long enough for it to be wear and tare.

Now I have found receipt so with proof of purchase I hope the 10 year guarantee should be honoured. It sounds like you think this will go no where given the Soga report said beyond 12months for this problem is wear and tear.

Zandoni

What else could go wrong with a sliding door apart from the mechanism you describe, how on earth can this be fair wear and tear.