any experience of baumatic customer services? door to brand new oven has exploded!

pavlovs_dog

we completed on our house last friday. included in the sale was a new duel fuel baumatic range cooker. The oven was connected to the gas and electricity but never used by the vendor.

the oven part has been used 4 times in that one week, one of which was to burn off the lining on the inside of the oven. Tonight whilst we were watching a film we heard an almighty crash. we walked into the kitchen only to find the glass from the front of the oven in a million and one bits across the kitchen floor.

we have the instruction manuals for the oven but were not left a receipt so we do not have proof of purchase for the oven. We will contact our solicitor and ask them to see if the vendor is willing and able to provide us with this.

I cannot contact baumatic until their customer service lines open on monday. I know they have no legal obligation to help us if we cannot provide proof of purchase.

does anyone have any experience of how helpful their customer service department is?

any idea how much it would cost to replace the door compared to the cost of a new range cooker if we have to stump up the cost ourselves? this particular model retails for around £500

is there any reason why we should not continue to use the hob whilst waiting to sort out a repair/replacement?

pineapple

This happened to me, but with a 3 year old Candy Oven. Apparently it is quite a common thing and due to a flaw in the glass. In my case, the parts were covered but the labour wasn't! As it was a built in oven, the buildings insurance paid for a whole new oven. If freestanding, it would have been covered by contents insurance. So don't forget your insurances.
I continued to use my hob - and indeed the inside grill.

pavlovs_dog

we've only had our home insurance policy for 8 days (we exchanged and completed on the same day) so i'm not sure if there's a minimum time we'd have to wait before we could claim if we wanted to go down that avenue.

the way i feel at the moment is that a oven which has only been used 4 times is clearly faulty and should be replaced if not repaired at the cost of the manufacturer. whether baumatic will agree is another matter. one comfort is that it's a freestanding oven, which should hopefully make life easier if it needs to be replaced in it's entirity

toofy

Same thing happened to a Baumatic double oven we had for almost 3 years...however we were away on holiday when it happened, and our friend who was looking after our house was so apologetic, thought she had done something wrong!! We were able to buy glass from Baumatic website and replace ourselves...cost around £90, though I would expect in your case to get a replacement without any quibble if you can supply some proof of purchase to validate warranty..hth

Loganfire

First I can tell you why your oven has exploded, the insulation on the door was very poor and what I mean by this is that the metal part of the door has expanded more than it should have, which in turn has crushed your glass, has metal and glass have different heating quality's. I have had year's of experience with appliance selling them and know the pro and cons to most of the manufacture. This is a common problem with baumatic very poor build quality as a hole but nice looking. However baumatic customer services has improved over the years and is good except on a Monday morning as this is there business time you see what I mean when you ring them lol. Give them a call tell them what you told us give them the make and model with the appliance code this is a number on a plate like a vin plate on a car, they will then send a engineer out to replace the door.

Arfa__

Thankfully I've not had this issue with our Baumatic oven, but I will second the sentiments that they're pretty crap quality wise. Had all Baumatic stuff in our fitted kitchen, about 6-7 years ago, electric oven, gas hob, hood, dishwasher and slightly later we got a Baumatic fridge/freezer.

Dishwasher broke first, thread that screws the spinning sprinkly bit went, just would stay on, so nowt got clean. Took a while to get replacements parts, as every time we rang them up, they sent us the wrong thing (admittedly the bits were only a few quid). Later on it has mainboard fault, just within parts warranty, but we had to pay labour (£90 ish). Died again about a year later, so we just junked it.
Fridge/freezer is still working, but crap. None of the shelves are quite wide enough for the fridge, so they're constantly falling down! Also the metal hinge on the door, just slots into the plastic of the door, which has now worn into a big elliptical hole, so the door no longer hangs vertical and needs lifting up to shut. Temperature varies like mad inside, cool at door, and glaciers growing at the back!
The oven has been ok, inside light has gone, never did work out how to set the timer or clock on it. Think the rubber seal is on way out now though, lot of warm air blows out from around the door.
Hob is ok, but got to be careful with spilt water; once managed to drench the ignition switch, which then caused the entire hob to give you a slight shock when you touched it!
The hood is probably the only thing that hasn't caused us problems, but then we never use it, too bloody noisey!

So, as to their customer services, yeah friendly enough, bit of confusion about parts on the dishwasher. But were decent enough when the main board died. Still, I'd avoid the brand like a plague, purely on the quality or lack of. Its cheap, but you get what you pay for.

cattie

I've found Baumatic customer services to be 1st class. I realised my integral fridge freezer had a manufacturing fault about 9 months after I bought it. Baumatic couldn't have been more helpful or apologetic & when their team came out to remove the appliance & fit in a replacement, they put special covers on their shoes to avoid soiling carpets & flooring. The men refused a tip, saying it was strictly against customer policy.

Also Baumatic replaced free of charge a salad drawer I accidentally dropped on my tiled floor when I phoned to ask about a replacement. I've never come across a more helpful company I have to say.

pavlovs_dog

well i've just got off the phone with baumatic customer services, they've ordered a new door to be delivered by special delivery and an engineer is coming out to fit it on thursday, so long as we can get proof of purchase it will be done free of charge under the warranty.

thus far i am impressed with the service

Loganfire

If you can not get proof of purchase do the following.

1) Make sure you say nothing about the proof of purchase.

2) Make the engineer feel special, offer him tea and cake and asking him how his day is going.

3) If all else fails tell him your other half as taken it to work with him.

4) I am willing to bet he say nothing about your proof of purchase most engineers just want to get the job done and move on to the next, to them it's like job and knock.

pavlovs_dog

just remembered i never came back and updated this.

the door arrived on the wednesday, engineer arrived on thursday. he had a bit of a struggle to fit it - told OH it was very rare that he had to do that kind of repair. he says it was probably knocked during transit or installation and that weakened the glass We still didn't have the receipt at that point, but the engineer's laptop wasn't working properly so nothing was mentioned about a charge anyway.

*touchwood* oven has been fine since. Another replacement piece of glass turned up unexpectedly last week. We haven't heard anything from baumatic regarding a bill or the spare glass. We do now have the receipt to prove that the oven is under warranty so if they do come back to us there shouldn't be any charge anyway.

thanks to all who took the time to respond and offer your advice and experiences.

Mankysteve

Arh but as your not the original purchaser the warranty will be void but that's only if they notice ;-). Just a heads up in case they notice.