Faulty Gas Cooker And A Jobsworth Repairman

mickburkejnr

On Monday, we took receipt of a brand new gas cooker to replace our old one was nearly 10 years old. It wouldn't ignite any more, and my dad is dependant on warm foods in this weather (he is registered disabled and has cancer), so we bought a lovely new Flavel gas cooker.

Once the cooker (brand new, out of the packaging) was fitted, it was tested. It turns out the grill didn't work. You would turn the knob, it would light, but as soon as you let go of the knob the flame and gas would cut out.

My dad then rang up Flavel who said it would be 48 hours before an engineer would be out to fix it. He asked if there was a way to get the engineer out sooner, but she said no (even given the fact my dad is an OAP).

The engineer came to the house, fitted something, and the grill worked. Happy days! My mom then cooked some pork chops on the grill for about 20 minutes, turned it off. I then go to make toast on it, and bang, the grill failed to work again.

My dad, again, rang up Flavel who again said it would be 48 hours. The engineer came to the house (the same engineer by the way who was fixed it previously) and attended to the cooker. My dad watched him, and my dad said he tried the cooker first, took out the knob, looked, did something with it, fitted the part back in and the grill worked. No problem with that.

But, the engineer said there was nothing wrong with it and the call out was chargeable. My dad took offence, told him he wouldn't pay because it didn't work and he had done something to it. The engineer said he had to pay, wrote out an invoice and threw it down at my dad and left.

I have checked the invoice, and the engineer has put down saying that the cooker worked and the call out was chargeable. There is no mention that he actually removed the part from the cooker and did something to it. But, also on the invoice, the engineer has signed it, but there is a space underneath basically requesting a signature from the person who made the call out (my dad) to say he was satisfied. There is no signature here, not because my dad refused to sign it but because the engineer never got him to sign it.

Now, I'm not entirely sure what happens here, whether Flavel will ring up my dad and request payment. My dad seems to think that because he didn't sign the invoice, then the invoice isn't payable. I'm not so sure, as I don't think this makes a blind bit of difference. But there was a fault with the cooker in the first place, and it's quite obvious it was a technical fault, especially as a component was removed from the cooker. The person who fitted the cooker checked it on both occasions and can confirm the cooker didn't work as the engineer described. But because the cooker is under garuntee he wouldn't touch it.

When Flavel or whoever call to receive payment, where do we stand? I want to "pre-empt" them by having some sort of legal standing, especially as I don't want the stress of this to get to my dad for obvious reasons.

Many thanks!

wealdroam

You bought a brand new gas cooker which was ten years old?

If the engineer is an old age pensioner, how do you expect him to get to you quicker than 48 hours?

mickburkejnr

wealdroam wrote: »

You bought a brand new gas cooker which was ten years old?

If the engineer is an old age pensioner, how do you expect him to get to you quicker than 48 hours?

Sorry, I blame those typo's on tiredness. It's been a long day.

The cooker replaced our old 10 year old cooker. The replacement cooker is brand spanking new.

And I don't know how old the engineer is, I doubt he's an OAP. My dad is though

unholyangel

Who did you buy the cooker from?

It is ultimately them that you have rights with. The manufacturer you are relying on their policy where you have statutory rights with the retailer. Technically it would be possible - if flavel are intent on chasing payment - to get the retailer to pay it because the goods did not conform to contract. However the problem is that you went direct through the manufacturer instead of contacting them. Depending who it is, they may have their own policy about repairs/replacements within a certain timeframe. They may have their own engineers etc.

However, given the circumstances, it may be best to check your warranty information with flavel and see what exactly you're covered for. If there is nothing that would lead you to believe the cooker wasnt covered, by all means write to them and ask for a written explanation why the call out was not covered and putting your complaint in writing.

mickburkejnr

unholyangel wrote: »

Who did you buy the cooker from?

It is ultimately them that you have rights with. The manufacturer you are relying on their policy where you have statutory rights with the retailer. Technically it would be possible - if flavel are intent on chasing payment - to get the retailer to pay it because the goods did not conform to contract. However the problem is that you went direct through the manufacturer instead of contacting them. Depending who it is, they may have their own policy about repairs/replacements within a certain timeframe. They may have their own engineers etc.

However, given the circumstances, it may be best to check your warranty information with flavel and see what exactly you're covered for. If there is nothing that would lead you to believe the cooker wasnt covered, by all means write to them and ask for a written explanation why the call out was not covered and putting your complaint in writing.

I spoke to my dad about this when it first happened, I said he should take the cooker back. But my dad had gone back to the retailer to sort it out, and the retailer told him to contact Flavel and do it that way. I think the guy in the shop offered to do it for him but he needed the serial number (which my dad didn't have at the time).

So, would it be possible to recoup the money from the people we bought the cooker off, as they instructed my dad to go through the manufacturer?