Damaged Stand Mixer - rights to repair?

LilElvis

deannatrois wrote: »

Whenever I've had a problem with something ordered from Amazon, I've gone straight back to Amazon. Manufacturers don't seem to be as good with warranties. I've never had a problem replacing a defective item with Amazon (or getting a refund). Your contract is with Amazon.

The OP hasn't said who the retailer is. Amazon were mentioned in the first post, but not in connection with this purchase.

paddyrg

My hunch would be that the motor is OK, but the gearbox damaged, from the noise. Probably cheaper to fix. They could argue that it's still functional, so not a manufacturing fault, and indeed caused by damage (from their recipe, but all flours vary).

I don't think you chose poorly though, it could happen with any device manufacturer, and Kenwood are at least as rugged as most.

unholyangel

https://www.youtube.com/watch?v=yrEDdLB6UUM

Fast forward to about 4:20 for how a kmix should sound.


OP, let us know how you get on with the retailer

Cornish_Joe

Thanks for sorting the link Le Kirk

suki1964 - I didn't pay that much care and attention to the manual, its maximum load etc. just to whack the thing on full and see what happened. I started it off on the minimum setting and turned it up in stages - I don't think I even got beyond setting #2 before things went belly up.

deannatrois/LilElvis - The retailer I purchased it from was Co-Op Electrical, one of the cheapest I could find (and cashback available too!). I hadn't spoken with them previously as this wasn't a fault that existed/was noticeable straight out of the box, but occured after use. Figured this would be something covered under Kenwood's five year guarantee (which they push as a major selling point).

Paddyrg - cheers for that could prove to be some really useful insight. I'd spoken with colleagues about the issue and everybody commented about how reliable their old machines are, perhaps I was just unlucky.

unholyangel - thanks for finding that, I'd done a quick search on YouTube myself to find other video's of the same machine.
The way Kenwood went about taking it back for the repair the second time tells me they agree a fault exists so on reflection maybe they are having issues with the repair agent.

As I said in the OP I've contacted Kenwood to ask what the findings are before I proceed but I've not had a response today, once they've contacted me I'll take things from there. I'll be contacting the Retailer tonight as well and including all the correspondence to date so at least they are aware of the situation. Will also be taking a look at the Section 75

wealdroam

Cornish_Joe wrote: »

I'll be contacting the Retailer tonight...

When you contact the retailer, keep in mind this 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.