Consumer rights with manufacturer warranty?

tag338

Hi, I am currently in a long battle with Gorenje about a fault with my oven I purchased over a year ago. The fault first happened in the middle of last year and I followed the procedure on Gorenje's site.
I ended up staying home for an engineer to visit who never turned up. Fast forward 6 months and I have now had two engineer no shows, two visits from an engineer and still the fault persists.

I have tried to contact Gorenje directly via return of email to someone who I dealt with previously but I am getting no reply. There appointed repair centre seems to have no power other than send more engineers out which I don't trust will fix it and haven't the time to get off work.

I actually have a video of the fault that I have made available to them but they just don't seem bothered.

Any advice about what rights I have and what I could do to resolve this would be fantastic.
If it wasn't an expensive £400 oven I think I would have given up by now!

maninthestreet

Is the warrany one that you purchased separately from Gorenje?
If not, your contract is with whoever sold you the oven.

tag338

The warranty came with the oven so I didn't purchase it separately.

I haven't contacted the place I purchased it from as their website says to go through the manufacture.
w w w .eldonelectricals.co.uk/pages/after-sales.php

Should I abandon my case with Gorenje and take it up with the retailer even tho its now over a year?

Thanks again

Handsome90

Your consumer rights are with the retailer who sold you the product (provided the company is registered in the UK; having a .co.uk website doesn't necessarily mean the company is registered in the UK). In this case, the company is based in Yorkshire (according to their website).

I would suggest that you should get in touch with the retailer and see what they say. They might have to ask for an engineer's report (as you bought it a year ago) that states the oven was inherently faulty and you'll have to provide that report to them.

Equaliser123

Yes, rights under SoGA are with the retailer. However, if a guarantee has been provided by the manufacturer, then rights in contract may well exist there as well.

neilmcl

OP, did you purchase the Oven via a credit card?

ILW

What is the fault and why is a video required?

tag338

The fault is intermittent and did not occur when the engineer visited.
It changes temperature by its self as if an invisible man has changed it. Once it starts changing the temperature the controls no longer work so I end up having to turn it off (and ruin whatever is cooking).

Very frustrating as there is no reasoning when it will do it so I end up having to stay close to the oven when its on and listen out for any beeping. :-(

I am going to call the retailer later as iv got nowhere with Gorenje on the phone just now. In fact they pretty much said I was lying as the engineer could not find anything wrong with it when he inspected it!

Top tip: Don't be fooled by Gorenje's 5 year warranty!

mattyprice4004

Sounds like a faulty thermostat