Beko oven gone wrong after two years, what's my rights?

bleachershane

I am looking for some advice on consumer law, items being fit for purpose for an expected length of time (if it makes any difference to applicable laws, I am in Scotland).

I have contacted Beko and the retailer regarding the matter of a Beko built-in oven I purchased in August 2013 and installed in December 2013. This is the message I sent to both Beko and Currys:

"I am writing to say how disappointed I am with a Beko product I purchased just over two years ago and which developed multiple faults within a two year period (not a period of time I could consider reasonable considering a built-in oven should last far longer than this). The unit developed a 'clanging' sound whenever the fan oven was in use, and was later found to a be the element which had actually warped in shape over it's period usage since being installed in December 2013. The oven was used less than regularly during this time period and could not be classed as reasonable wear and tear. Further research into the subject (whilst trying to source a replacement element, preferably a non-OEM unit seeing at the one installed had gone faulty so quickly) I found that this was a common fault with these units. The fan/motor has now developed a constant and annoying high pitch chirping, which points to to worn ball bearings in one of the motors. As this was the very first Beko products I ever purchased, I cannot begin to say how annoyed and disappointed I have been with the issues that arisen in this time period, which I deem completely unacceptable for a built-in fan oven (my previous oven, a budget model by an alternate manufacturer, lasted over 15 years with few issues beyond some rubber seals needing replaced). I am writing this complaint to you in the hope that you will contact me in regards to this issue and to consider a possible resolution to suit both parties."

Beko wrote back as follows:
"Good afternoon,

Thank you for your email, and I am sorry to hear of the problems you have encountered with your Beko oven.

The Beko warranty only covers repair costs carried out by an authorised Beko engineer within the first 24 months of purchase, and as your appliance is now beyond this point I am afraid that this this is not something that we can help with financially.

Please note that all electrical and mechanical appliances are made of components that can fail at any time, regardless of the product or who it is made by, but the contract of sale that you have is with the retailer from whom the appliance was purchased, as trading standards will clarify for you, and you should therefore contact the retailer under the sale of goods act to discuss any claim other than a repair within the warranty period.

Alternatively if you would like an engineer to visit, please advise your postcode and we will recommend a qualified engineer located in your area."


Today I received a reply from Currys too:
Thank you for your email dated 28th December 2015. Please accept my apologies for the delay in this response.

I appreciate the reasons for your recent contact via email. As a company, when an appliance is out of warranty we are able to offer you a chargeable repair for a one off price of £119.00. This repair cost will cover the diagnosis of the machine, any parts and labour involved to fix the machine. For an additional £20.00, we can carry out the same repair with a 12 month repair guarantee, making the total cost of repair £139.00.

If you would like to take advantage of one of these repair services, please reply advising so, or alternatively call our dedicated Customer service team on 0344 561 1234, where we will be able to take payment and arrange a suitable day for the repair to take place.

Thank you for taking the time to email in regards to this matter. Please accept my apologies for any inconvenience caused."

Now, my consumer law in regards to built-in kitchen appliances isn't great, but as far as I'm concerned a built-in oven should be fit for purpose for LONGER than just over two years. Can anyone clarify this point for me? I believe I have to go through Currys for a resolution. How do I go about this? Is this a small claims court job or can I approach this in a different manner?

I am really not amused that I am having to consider purchasing a new oven after such a short period of time! Any help would be gratefully received!

wealdroam

bleachershane wrote: »

I am looking for some advice on consumer law, items being fit for purpose for an expected length of time (if it makes any difference to applicable laws, I am in Scotland).

I have contacted Beko and the retailer regarding the matter of a Beko built-in oven I purchased in August 2013 and installed in December 2013. This is the message I sent to both Beko and Currys:

"I am writing to say how disappointed I am with a Beko product I purchased just over two years ago and which developed multiple faults within a two year period (not a period of time I could consider reasonable considering a built-in oven should last far longer than this). The unit developed a 'clanging' sound whenever the fan oven was in use, and was later found to a be the element which had actually warped in shape over it's period usage since being installed in December 2013. The oven was used less than regularly during this time period and could not be classed as reasonable wear and tear. Further research into the subject (whilst trying to source a replacement element, preferably a non-OEM unit seeing at the one installed had gone faulty so quickly) I found that this was a common fault with these units. The fan/motor has now developed a constant and annoying high pitch chirping, which points to to worn ball bearings in one of the motors. As this was the very first Beko products I ever purchased, I cannot begin to say how annoyed and disappointed I have been with the issues that arisen in this time period, which I deem completely unacceptable for a built-in fan oven (my previous oven, a budget model by an alternate manufacturer, lasted over 15 years with few issues beyond some rubber seals needing replaced). I am writing this complaint to you in the hope that you will contact me in regards to this issue and to consider a possible resolution to suit both parties."

Beko wrote back as follows:
"Good afternoon,

Thank you for your email, and I am sorry to hear of the problems you have encountered with your Beko oven.

The Beko warranty only covers repair costs carried out by an authorised Beko engineer within the first 24 months of purchase, and as your appliance is now beyond this point I am afraid that this this is not something that we can help with financially.

Please note that all electrical and mechanical appliances are made of components that can fail at any time, regardless of the product or who it is made by, but the contract of sale that you have is with the retailer from whom the appliance was purchased, as trading standards will clarify for you, and you should therefore contact the retailer under the sale of goods act to discuss any claim other than a repair within the warranty period.

Alternatively if you would like an engineer to visit, please advise your postcode and we will recommend a qualified engineer located in your area."


Today I received a reply from Currys too:
Thank you for your email dated 28th December 2015. Please accept my apologies for the delay in this response.

I appreciate the reasons for your recent contact via email. As a company, when an appliance is out of warranty we are able to offer you a chargeable repair for a one off price of £119.00. This repair cost will cover the diagnosis of the machine, any parts and labour involved to fix the machine. For an additional £20.00, we can carry out the same repair with a 12 month repair guarantee, making the total cost of repair £139.00.

If you would like to take advantage of one of these repair services, please reply advising so, or alternatively call our dedicated Customer service team on 0344 561 1234, where we will be able to take payment and arrange a suitable day for the repair to take place.

Thank you for taking the time to email in regards to this matter. Please accept my apologies for any inconvenience caused."

Now, my consumer law in regards to built-in kitchen appliances isn't great, but as far as I'm concerned a built-in oven should be fit for purpose for LONGER than just over two years. Can anyone clarify this point for me? I believe I have to go through Currys for a resolution. How do I go about this? Is this a small claims court job or can I approach this in a different manner?

I am really not amused that I am having to consider purchasing a new oven after such a short period of time! Any help would be gratefully received!

Perhaps you should start by reading MSE's Consumer Rights guide.

In there you will find that you have up to six years to seek a remedy from the seller. You will also see that after six months you will probably need to prove that the thing is inherently faulty.

I'll leave you to read that article before writing more, but do come back with any further questions.

societys_child

Does it just need a new element and fan motor?

Keep_pedalling

I don't think you have any. You had a product with 2 years manufacturers warranty but when it developed a fault in that period you had it repaired at your own expense with 3rd party components. Now that it is out of warrantee you have gone back to Beko which seems to be an inverse way of doing things.

The fact that the oven has been repaired and had non OEM parts fitted makes proving an inherent fault just about impossible.

CoolHotCold

So you purchased it in August 2013

Installed December 2013

Element failed December 2013

You replaced the element?/Someone Else did when? Why didn't you go back to the retailer/manufacture.



----

How long were you using it while the clanging happened, because thats the fan hitting the element, and if you were using the device continuously while trying to find a replacement part for the element, then you've knackered the fan/motor and it's your own fault.

Marvel1

:eek: Mine is excatly the same, fan clanging sound just recently and same product and in 2013! Ithought bloody typcial, I had a cheap old looking gas second hand oven, worked perfect, I upgrade kitchen with in-built oven, and problems :mad:

I'm hoping if I have to get to the fan for replacement, I can do so while keeping the oven in it's place.

EDIT: Excellent manual, says how to change the oven lamp but nothing about the fan!!

mattyprice4004

That's because the lamp is a user replaceable part, and the fan is not.