Refund for cooker

tilly4597

2 years ago I bought a range cooker from a well known chain store; I took out a 3 year warranty with the cooker. Now 2 years on numerous things have gone wrong with the cooker, ie display lights not working, powdered coating has come off one of the gas ring burners, seal round door perished. I contacted the store and they put me in touch with the warranty people, who have now said that as the cooker seems to not be financially economical to repair they have sent as an agreed settlement £250 in store vouchers. To me this seems as insult as the cooker cost £600 and the warranty was an extra £80. I have never agreed to this settlement and have emailed them so and am now waiting a response. To me it seems a waste of £80 to take out this extra cover. The store is still selling this cooker so why it is beyond repair I don’t know, they have not even been out and inspected the cooker!
Where to I legally stand on this, any advice would be much appreciated.

wealdroam

tilly4597 wrote: »

2 years ago I bought a range cooker from a well known chain store; I took out a 3 year warranty with the cooker. Now 2 years on numerous things have gone wrong with the cooker, ie display lights not working, powdered coating has come off one of the gas ring burners, seal round door perished. I contacted the store and they put me in touch with the warranty people, who have now said that as the cooker seems to not be financially economical to repair they have sent as an agreed settlement £250 in store vouchers. To me this seems as insult as the cooker cost £600 and the warranty was an extra £80. I have never agreed to this settlement and have emailed them so and am now waiting a response. To me it seems a waste of £80 to take out this extra cover. The store is still selling this cooker so why it is beyond repair I don’t know, they have not even been out and inspected the cooker!
Where to I legally stand on this, any advice would be much appreciated.

You seem to be relying on this warranty you have purchased.
Where you stand depends entirely on the terms of that warranty. Have a read of your warranty documentation.

That said, your statutory rights are with the seller. You can seek a remedy from the seller for up to six years from the sale, but you may be asked to prove that the goods are inherently faulty.
Once it is agreed that the seller should provide a remedy, that remedy could be either a repair, replacement or refund, and it is effectively the seller that decides which. If a refund is decided upon, that can be reduced to take account of the use you have had.

tilly4597

Thanks, I have just checked the plan and it says if they cannot reasonably arrange a replacement or repair we will provide you with (store) vouchers to the value of the current retail price of a replacement of the similar make and spec.

wealdroam

tilly4597 wrote: »

Thanks, I have just checked the plan and it says if they cannot reasonably arrange a replacement or repair we will provide you with (store) vouchers to the value of the current retail price of a replacement of the similar make and spec.

Then that is what they must do.

neilmcl

tilly4597 wrote: »

Thanks, I have just checked the plan and it says if they cannot reasonably arrange a replacement or repair we will provide you with (store) vouchers to the value of the current retail price of a replacement of the similar make and spec.

And can you get a similar model and spec for the amount you've been offered?

tilly4597

Not for £250 no.

wealdroam

tilly4597 wrote: »

Not for £250 no.

Then the question you need to ask the warranty supplier is:

Why are you not adhering to the warranty terms?

.

tilly4597

Well its now over 2 weeks and I have had no response from them to either my emails or my letter. Is it now worth me contacting Argos where I bought the cooker from rather than trying to get a response from the insurers?

theonlywayisup

tilly4597 wrote: »

Well its now over 2 weeks and I have had no response from them to either my emails or my letter.

Ring them.

wealdroam

tilly4597 wrote: »

Well its now over 2 weeks and I have had no response from them to either my emails or my letter. Is it now worth me contacting Argos where I bought the cooker from rather than trying to get a response from the insurers?

Not sure why you haven't spoken to the seller before now.

Here's a short extract from MSE's Consumer Rights guide:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

agrinnall

wealdroam wrote: »

Not sure why you haven't spoken to the seller before now.

I'd agree, but Argos may not offer a replacement and they'd probably only offer a partial refund, so if the manufacturer can be persuaded to conform to their warranty then the OP may get the best deal that way. Although obviously asking Argos would be the sensible next step.