Ikea kitchen debacle

wiltshirebear

I recently purchased a fitted kitchen from Ikea which included appliances, namely induction hob, double oven and integrated dishwasher.

The problem started when the hob was connected and found to be not working.

Ikea's immediate response was "we will get someone to repair it" but, as it was brand new, I stated that I didn't want a repair but a replacement. The standard reply was that it had been installed and therefore was a repair job. When asked how I was supposed to test it before installation I was told that you couldn't.

After three days of getting nowhere, I have, today, been told that before any replacement can be authorised it has to be inspected by an Electrolux engineer (or more correctly a sub-contractor for Electrolux) who will then authorise a replacement.

"Fine", you may think, "What's the problem"

Well, the problem is that it is going to take a week for the engineer to get here and, once he condemns the existing one, it will take - despite it being in stock in Peterborough - a week for the replacement to arrive - assuming that a company will deliver it on Christmas Day.

I then have to find a qualified electrician to come out on Christmas Day, disconnect one hob, install, test and certify the second hob, all before we have to start cooking Christmas dinner.

Customer Services at Ikea is useless and I would not recommend that anyone buy a kitchen from this company.

clever_username

Okay you've had a problem with Ikea, but is the poll really necessary?

Rossy.

No

Every company gets it wrong at some point or another.

Given the size of Ikea and the amount you've just spent with them, one would assume they'd bend over back wards to get this sorted given the time of year etc.

I've always been very fond of ikea's stock and pretty much my whole apartment is ikea in one way or another.

Have you spoken with Ikea head office? If so what have they said.

wiltshirebear

Haven't managed to get hold of Head Office yet as nobody was willing to give me the contact details. By the time I found them, they were closed for the weekend.
As you say, given the fact that it is a large kitchen (ca. 21 sq m) one would think they would want to sort it as quickly as possible but all I have met with has been people quoting "Ikea policy". There was one particularly stroppy mare who seemed to think that Ikea policy superceded my rights under the Sale of Goods Act.
Her view was that I "...Should've tested it before I installed it because once you install it, it's not new any more and has to be repaired not replaced!"

Rossy.

No

Oh dear she obviously has no clue then (ikea employee)

Bit hard to test a cooker without hooking it up to the energy supply lol!

I don't know what to suggest but i wish you all the best with this and i hope you get to enjoy your new kitchen in time for Christmas

Merry Christmas

pimento

I'd be buying a replacement and getting a refund for the broken IKEA one.

wiltshirebear

Well Pimento, the alternative was for them to supply me with one from their stock which is smaller than the one I have. This would necessitate a completely new worktop, services of a plumber (as the sink is also attached to this bit of worktop) and re-tiling ... all of which I would have to pay for in advance and try to claim it back afterwards