Broken Oven- In warranty-Help and Advice please

asttony

Hi Guys,

I’m hoping that someone may be able to offer a little advice on my rights and what I can expect from a warranty.

We recently bought a new built in oven (Feb 2014) that seems to be having problems already.

We spent ages looking for a specific size of oven to fit into the space occupied by our old oven and eventually found another Baumatic for sale at a small retail outlet that was having a closing down sale.

Our old oven was a Baumatic and had lasted 10 years and after reading that Baumatic had gone bust but had been taken over by Hoover decided that a Baumatic was as good a choice as any.

We checked with the store and the new oven came with a 2 year warranty that would be honored by Hoover- so we went for it.

In May 2014 the oven started to shut off randomly, but I guessed that we had not yet got to grips with the settings or that one of the children had pressed something – so I went back to the instruction manual and confirmed everything was set up properly- It was.

I called Hoover and they said that they would send and Eningeer out in 5 days, he came and diagnosed a faulty main board- so ordered one from Italy and told us he would be back to fit it once it arrived.

2 weeks later he came back and fitted the new part, however this didn’t fix the problem and he said that he would need to order another two parts.

A week later Hoover called to say that the part was not in stock and that they had no ETA, and suggested that I go back to the shop- I explained that the shop is closed and that this is not an option.

They suggested that we wait 1-2 months for the part, I explained that we have two young children and that not having an oven was not really an option and asked for a replacement.

The lady that I spoke to said that they don’t have any ovens at present and that it would be a 3 months wait – I questioned how Hoover/Candy were able to continue to sell ovens online if they had none, and she didn’t really reply.

I asked her to email all of this to me for my records and no email has been received.

My understanding is that if goods are faulty it is common to allow the Manufacturer a chance to repair the item- we have done this twice.

The alternative is a replacement, but how long do they have to put this right and do we have any power to push them on this as it seems that they are happy to just leave us to wait without giving us any possible dates that this may be fixed/replaced.

frugal_mike

What are the terms of the warranty? Your legal rights were with the shop. The manufacturer only have to honour whatever warranty they choose to offer.

How did you pay for the oven though? If it was paid for for on credit card and cost more than £100 then the credit card provider are jointly and severally with the retailer, so you can approach them for a remedy.

asttony

Hey Mike,

Thanks for the reply, they offer to repair or replace any defective items- however there is no timescale mentioned.

Surely, as the item was faulty originally ( cant be ware n tear?) then the item would be covered by some sort of consumer protection law that is independent of the retailer?

TonyMMM

Your consumer rights are always with the retailer, but you chose to buy from a shop which you knew was closing down, so there was always some risk there.

The manufacturer have no obligation beyond whatever their warranty says - if that is repair or replace (with no time-scale stated) then that is what you have to accept.

If you had trouble tracking down the specific size of oven you needed - it may be they don't stock or make them any more, so they can only try and repair the one you have ?

shaun_from_Africa

TonyMMM wrote: »

Your consumer rights are always with the retailer,

Always with the retailer, but not always only with the retailer.

As Mike stated, if the goods were paid for by way of credit and cost over £100, then provided that the purchase was made as a consumer and not as a business buyer, the credit provider becomes jointly liability along with the retailer for the buyers legal rights.

mattyprice4004

You've fallen for a common misconception - you have no rights with anyone but the retailer, apart from your CC company if the transaction was funded by them (also chargeback may be an option via visa).

That's the risk you take buying from a shop closing down.