Wok Pan stand not level on new hob

littlerock

Anyone got an address for Co-op Head office or customer services. Looked on line but seems to be email addies only there.

PasturesNew

You could try to get them under "not fit for purpose" as it could, potentially, cause a pan to be unstable.

For "fixing" it, if you don't get anywhere, then to get it fixed yourself, you could investigate local metalworkers/blacksmiths, who'd be able to heat it up and knock it to the right size (for a cost). Maybe a local farrier (horseshoe bloke) would be cheapest.

littlerock

Unfortunately I live in a big city and no where near a blacksmith or farmer.

wealdroam

littlerock wrote: »

I will do but it does say on the Co-Op Ts and Cs that in first year warranty is provided by the manufacturer which would be Whirlpool who outsource to Domestic and General..

littlerock wrote: »

OK phoned the co-op who put me through to D & G...

It's time for you to read MSE's Consumer Rights guide.

Here is just one short extract:

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.

littlerock wrote: »

Anyone got an address for Co-op Head office or customer services. Looked on line but seems to be email addies only there.

There is an address here: Co-operative Electrical Shop - Contact Us

littlerock

OK letter on its way to the Co-Op electrical shop along the lines suggested by Which for reporting/replacing faulty goods.

Can they really exclude pansupports from any sort of consumer rights as cosmetic items? I pointed out the affected hob is unusable as it stands and she said it made no difference, the pan supports were cosmetic items only and always chargeable.

PasturesNew

littlerock wrote: »

Unfortunately I live in a big city and no where near a blacksmith or farmer.

Time for a daytrip out then, into the countryside... take in a farmer's market, stroll by the river, pub lunch ... in an area where there is a farrier.

An alternative is to buy a bag of slate chippings ... and go through every one until you find a sliver that's large enough to be "safe" and thin enough to slide into the gap for the perfect fit.

You want something that's "fire safe" and they're cheap/small/safe.

I bodge everything I own

wealdroam

littlerock wrote: »

OK letter on its way to the Co-Op electrical shop along the lines suggested by Which for reporting/replacing faulty goods.

You're welcome.

littlerock wrote: »

Can they really exclude pansupports from any sort of consumer rights as cosmetic items?

Did they say that then?

Earlier you told us they are not covered by the warranty:

littlerock wrote: »

OK phoned the co-op who put me through to D & G who said the panstands are classed as cosmetic and not covered by warranty (also the knobs).

Even then it was apparently D&G that said that. D&G are only concerned with the warranty.

Remember, a manufacturer's warranty is in addition to your statutory rights and can include exclusions along the line you mention.

The panstands, and the knobs, are covered by The Consumer Rights Act, and as mentioned earlier, any remedy should be sought from the seller.

littlerock

OK I actually phoned the Co-op initially who said they needed to transfer me to another department, and I was then transferred to someone who simply answered the phone as Parts.

We then had the conversation about knobs and pan supports being excluded from any warranty as cosmetic items. When I queried this I was told if I wanted to complain I could write to thecustomercentre@indesit.com

So at that point I twigged that when the Co-op transferred me to "another department" they were actually transferring me to an external service support function. I was told to email theserviceventre@indesit - clearly not the co-op.

In fact Whirlpool bought a big chunk of Indesit not long ago so presumably they are sharing a service function. And D and G service Indesit and Whirlpool.

littlerock

It's interesting though. I have now written to the co-op seeking repair or replacement of my faulty pan support. But the co-op seems to reply upon the manufacturer's warranty for the first year and referred me on to Whirlpool's service function, which exclude pan supports and knobs from the things they will repair. Could get interesting.

rosie383

It is still the Co-op who should be dealing with this though. They were the retailer and it is nothing to do with a warranty as already stated above.