Faulty cooker? Won't refund me

Angiejf

Please help, I purchased a range master cooker from currys last year, the first oven fell off the Lorry on delivery to me. The second oven, the top element fell down so could not be repaired and they replaced it with the oven I have now, this was on the 26/9/2015, since then this oven keeps tripping out my electrics when I use the oven, I have had 2 engineers out who have replaced a fan and another item, but it is still doing it, now it trips the electrics out after just 10 minutes of the oven been on, and might not work then for a couple of hours, the Hobbs are fine, but I have had to throw away so much food, I phoned range master to say I want a refund as it is getting nearer to the year warranty running out on it and I can't afford to keep having engineers come out and replacing parts which aren't working, they said it is ok for me to have a refund but I have to go through currys, so I went to currys, they said they need an uplift number from range master, someone from currys was meant to call me back to let me know what was happening, I never received a phone call, so after 2 days I phoned currys and the person I spoke to hadn't even been passed my details so nobody had even phoned range master, but they called range master and now they just want to send out another engineer, my question to anyone who can help is, can I refuse the engineer to just replace the 2 items that have already been replaced and are still not working? If range master absolutely won't give me a refund then what happens once the years warranty has passed, am I liable to keep paying for an engineer to come out and pay for parts if it is still the same fault? What are my rights in just demanding a refund? As I am fed up with both range master and currys. Any advice will be greatly appreciated, I forgot to say it is an electric oven and Hobbs and I paid currys to install it, can I be refunded the installation money from currys too?
Thank you.

JJ_Egan

Range master are not the vendor and you have no right to a refund from them .
Any claim should be made against the vendor .

see
https://forums.moneysavingexpert.com/discussion/comment/41807104#Comment_41807104

Angiejf

Thanks for the reply, when I spoke to currys they said they won't refund me if range master won't give them an Uplift Number, when I spoke to range master previously they said if currys contacted them they would have no problem in giving currys an Uplift Number so I can be refunded, so do you think it is currys which are just not prepared to refund me and just want to keep on the repairing route until the warranty runs out? Also I paid by credit card and it was over £100, could I go down the route of claiming back on the credit card? As the oven is quite clearly faulty as I can't cook anything in it if it takes longer than 10 minutes.

naedanger

Angiejf wrote: »

Thanks for the reply, when I spoke to currys they said they won't refund me if range master won't give them an Uplift Number, when I spoke to range master previously they said if currys contacted them they would have no problem in giving currys an Uplift Number so I can be refunded, so do you think it is currys which are just not prepared to refund me and just want to keep on the repairing route until the warranty runs out? Also I paid by credit card and it was over £100, could I go down the route of claiming back on the credit card? As the oven is quite clearly faulty as I can't cook anything in it if it takes longer than 10 minutes.

It is Currys you should be dealing with. If they need information from range master tell them (currys) to speak direct to range master. Make clear you will respond to questions from either party at that party's request but that if currys have problems with range master that is currys problem. Currys are liable to you regardless of any issues they may have with range master.

Yes you can involve your credit card company. And if they won't help you can (at the end of the credit card company's complaint process) go to the independent Financial Ombudsman Service. Personally I would prefer to have evidence that I had given the retailer an opportunity to resolve the matter before going to the credit card company. So I personally would send the retailer a written complaint giving them a few days to resolve the matter before going to the credit card company. (My reasoning being that it should be easier for the retailer to resolve. However the credit card company are equally liable - so you can pursue them.) I would make the retailer aware that I would take my complaint to the credit card company if it is not promptly resolved.

bris

You have no claim because the retailer is fixing the problems so are doing what they need to do, you are not automatically entitled to a refund. The CC co will not help because there is no breach of contract here.

Angiejf

Even though this is the third time with the same fault? Sorry if I am asking the same question, but I don't know what my rights are, my worry is that the year warranty ends in September, if it is still breaking down after that with the same fault will I have to pay for engineers and replacement parts? This is if it is the same fault?
Thank you to everyone's advice, I am so confused, and the oven was very expensive, the first oven I have ever bought, my two other ovens were given to me second hand and lasted for ever, I wanted to treat myself to a good oven and had always wanted a range master, I just can't believe the bad luck I've had with it.

naedanger

Angiejf wrote: »

Even though this is the third time with the same fault? Sorry if I am asking the same question, but I don't know what my rights are, my worry is that the year warranty ends in September, if it is still breaking down after that with the same fault will I have to pay for engineers and replacement parts? This is if it is the same fault?
Thank you to everyone's advice, I am so confused, and the oven was very expensive, the first oven I have ever bought, my two other ovens were given to me second hand and lasted for ever, I wanted to treat myself to a good oven and had always wanted a range master, I just can't believe the bad luck I've had with it.

You have two sets of rights.

You warranty rights - these are given voluntarily, usually by the manufacturer, and your only warranty rights are those specified in the warranty. So it is possible these may expire after one year.

You also have statutory rights. You have these rights against the retailer and the credit card company (assuming you paid more than £100 on credit). These rights do not expire after one year but they depend on the item being inherently faulty. (In other words the fault had to present, although not necessarily apparent, at the point of purchase.) So in your case you would need to show, on the balance of probability, the fault existed at purchase e.g. that the item was not sufficiently durable rather than the fault having arisen through misuse or normal wear and tear etc. Assuming the fault was inherent the retailer (or credit company) must repair/replace/refund(less a deduction for usage) at the retailer's (or cc co's) option.

Angiejf

Thanks for all your advice, waiting for another engineer to turn up, hopefully they will repair it and I can start cooking again.

CoolHotCold

While your rights are against Currys, Rangemaster are fobbing you off in saying Currys needs to phone them to get a Uplift / RA number, there is no reason why Rangemaster cannot provide you with this Uplift/RA number who you can pass onto Currys to replace the item.