No Toast at the moment

Macadamia

I bought a £50 Kenwood Metallics Toaster, in September 2012, from a store. Recently, first it’s ‘stay down’ mechanism stopped working, then it entirely failed.

It had a one year guarantee, but as European legislation states domestic appliances should have at least a 2 year guarantee, and the Sale of Goods Act says items should last a reasonable time, (& it was – for me - an expensive toaster) I returned it to the store.

No joy.

Then I wrote a letter requesting repair, replacement or a refund. They offered me a contribution of a £25 voucher, redeemable in store.

Although the model (which has an unusual finish and matches my other items) is still available elsewhere (@ £60 upwards) the store does not sell it anymore.

Ideally I would like it replaced, or repaired, or failing that, a refund which will allow me to get it repaired or buy another one elsewhere.

I’m interested in people’s views. Do you think the £25 voucher a reasonable offer? How long should we expect small domestic appliances to last?

neilmcl

I think £25 is entirely reasonable but not as a voucher. The store could in theory refuse any remedy until you proved that the toaster was inherently faulty which would cost you time, money and hassle to do so.

Leo2020

I think as you haven't proved the fault the voucher is reasonable. Even if you did prove the fault and got a cash refund I can't see you get a whole lot more than £25.

My own experience of expensive toasters: don't bother, they seem to break just a quick as a cheap one. Just replaced my last non-cheap toaster for one of the Currys cheapo own branded ones. I don't care if it only lasts a year because it is that cheap. Even if if doesn't last the full year I won't care because it has a one year warranty so it will get replaced anyway.

PasturesNew

Macadamia wrote: »

I bought a £50 Kenwood Metallics Toaster, in September 2012.... I’m interested in people’s views. Do you think the £25 voucher a reasonable offer? How long should we expect small domestic appliances to last?

I bought a £5 supermarket basics toaster in November 2012 ... I use it every day, often 2-3x a day.... it still works perfectly and has never shown any signs of failing.

Horseunderwater

Often cheapo appliances like kettles & toasters last far longer than the styled ones. My £5.75 kettle has been in use every day for approx 6 years now. OH has left it on without water twice & it still works.

lostinrates

While you choose a new toaster cannot you have toast made under your grill?

I hate toasters cluttering up surfaces.

Retrogamer

£25 sounds reasonable to me. I'd take it.

Macadamia

I like lostinrates idea of making toast under the grill .... but my smoke alarm (which I think is really a heat sensor!) goes off. So, that would mean no sneaky 3am slices of toast.

Has anyone had positive experience of using EU directive 1999/44/EC (this states a 2 year guarantee applies to all consumer goods sold in the EU)

Retrogamer

The sales of goods act over rides that in the UK and you only have a chance of getting anywhere with that if you can produce an engineers report to show the product had an inherent fault which led to the failure.
That will take an engineers report, a lot of time then finally small claims if they fail to act.

After all of that, since you've had the product a full year, you'd only be entitled to a partial refund which wouldn't be much over £25

So i'd take the £25

Country_Cousin

You could always try and nicely push for a bit more than the £25 - stressing that you have the full range (hence brand loyal) and that you do want to buy another one like the one you already have to match their other products ... May push the offer up a bit.

shaun_from_Africa

Country_Cousin wrote: »

You could always try and nicely push for a bit more than the £25 - stressing that you have the full range (hence brand loyal) and that you do want to buy another one like the one you already have to match their other products ... May push the offer up a bit.

I can't see that working as the OP stated that the store in question no longer sells the toaster in question but it's certainly worth asking for a bit more. After all, the worst that they can do is to say no.

Macadamia,
Have you checked to see if you can get a replacement from an ebay seller?
http://www.ebay.co.uk/sch/i.html?_sacat=0&_from=R40&_nkw=kenwood+metallic+toaster&_nkwusc=kenwood+metalics+toaster&_rdc=1