Lidl repair procedures

twarde

I bought a kettle from Lidl last year and it failed after 8 months. It was one of their weekly offers, so the store does not hold replacement stock.

Following the repair procedure on the kettle documentation I had to make a 10 minute call on a 0871 number to Lidl customer services who then transferred me to the kettle manufacturers in Germany. They accepted the kettle was faulty but I had to post the receipt to Germany before they would send a replacement.

So it cost me £3.50 in phone calls and postage to get a £12 kettle fixed.

Does anyone know if I had a legal right to a refund from the Lidl store where I bought it rather than follow this complex and expensive procedure to get it replaced?

Thanks

marliepanda

No

After 6 months you'd have to prove it was inherently faulty. Bit pointless on a £12 throwaway kettle

Even if you did they can repair or replace but you'd save £3.50.

wealdroam

twarde wrote: »

I bought a kettle from Lidl last year and it failed after 8 months. It was one of their weekly offers, so the store does not hold replacement stock.

Following the repair procedure on the kettle documentation I had to make a 10 minute call on a 0871 number to Lidl customer services who then transferred me to the kettle manufacturers in Germany. They accepted the kettle was faulty but I had to post the receipt to Germany before they would send a replacement.

So it cost me £3.50 in phone calls and postage to get a £12 kettle fixed.

Does anyone know if I had a legal right to a refund from the Lidl store where I bought it rather than follow this complex and expensive procedure to get it replaced?

Thanks

You "had to make a 10 minute call on a 0871 number to Lidl customer services"?

No you didn't. Two minutes on google shows that Lidl Customer Services offer a 0800 number. See here.

For future reference, the number is: 0800 977 7766.

fred7777

marliepanda wrote: »

After 6 months you'd have to prove it was inherently faulty. Bit pointless on a £12 throwaway kettle

No the OP doesn't. Lidl have already accepted the kettle is faulty that's not in question.

Lidl should provide their own shipping or refund the postage costs.

the_lunatic_is_in_my_head

wealdroam wrote: »

You "had to make a 10 minute call on a 0871 number to Lidl customer services"?

No you didn't. Two minutes on google shows that Lidl Customer Services offer a 0800 number. See here.

For future reference, the number is: 0800 977 7766.

OP states they followed the instructions that came with the kettle, I understand there is an obligation to mitigate your losses however as the OP didn't look for a number but phoned the number provided by Lidl detailed specifically for the repair of the kettle I fail to see why they should bear the cost.

OP ask Lidl for both costs back via the Freephone number. If you get no resolve probably best to follow up in writing to their UK Head Office

Lidl UK GmbH
19 Worple Road
Wimbledon
London
SW19 4JS

with a copy of the phone bill and the postage receipt.

wealdroam

the_lunatic_is_in_my_head wrote: »

OP states they followed the instructions that came with the kettle, I understand there is an obligation to mitigate your losses however as the OP didn't look for a number but phoned the number provided by Lidl detailed specifically for the repair of the kettle I fail to see why they should bear the cost.

Doesn't everyone, when faced with an 0871 number, look for a cheaper alternative?
Apparently not.

In this case an 0800 or 03 number are readily available from Lidl's website, but if that isn't always he case then SayNoTo0870 is a useful website to keep in mind.

mije1983

fred7777 wrote: »

No the OP doesn't. Lidl have already accepted the kettle is faulty that's not in question.

Lidl should provide their own shipping or refund the postage costs.

It doesn't appear that Lidl accepted it was faulty at all. From the OPs post, it is the manufacturer that accepted the kettle was faulty.

twarde wrote: »

transferred me to the kettle manufacturers in Germany. They accepted the kettle was faulty

s_b

of course with the kettle having had 8 months good fair use i as manufacturer would offer payment less use and it was purchased before the new consumer laws came in too so its fait accompli,please find attached a cheque for 3/6d

marliepanda

fred7777 wrote: »

No the OP doesn't. Lidl have already accepted the kettle is faulty that's not in question.

Lidl should provide their own shipping or refund the postage costs.

Sorry Fred you're wrong.
Warranty fixes can require you to pay for stuff like that.

Ingerently faulty and faulty are not the same thing. Free soga repairs require inherent faults

fred7777

marliepanda wrote: »

Sorry Fred you're wrong.
Warranty fixes can require you to pay for stuff like that.

Ingerently faulty and faulty are not the same thing. Free soga repairs require inherent faults

OK so looking at the first post the manufacturer has accepted the kettle is faulty.


AT this point in time the OP shouldn't need to prove to Lidl that the kettle is faulty.

marliepanda

fred7777 wrote: »

OK so looking at the first post the manufacturer has accepted the kettle is faulty.


AT this point in time the OP shouldn't need to prove to Lidl that the kettle is faulty.

If they want a free repair they have to prove it to lidl. That's what the thread was about. You said they didn't, but if they want a free repair, they do.

If they want to have a manufacturer repair then they have it accepted, but they have to pay the costs.

Manufacturer repairs are nothing to do with Lidl. They can't have a free repair if the manufacturers repair doesn't offer that. That's what the thread was about. You're the one getting things confused