Morphy Richards - dangerous product

pinkshoes

My parents bought me a Morphy Richards slow cooker about 18 months ago.

I use it about once a fortnight (quite handy when you have three kids including 6 month old twins!), but after 18 months and approximately 20 uses, the control panel has come away from the front of the cooker exposing the wiring and mains cable.



The control panel is held on with a single screw at the bottom and plastic clip at the top.

When cooking, the outside gets really hot, so repeated heat cycling (going from hot to cold) has caused the clip to fail. (plastics engineering background... the alternative is that it was not molded properly, and hence failed.)

I emailed Morphy Richards, who confirmed it was dangerous and told me not to use it, but as I didn't register it online (I moved house so forgot) then they were not interested.

I always thought that you get what you pay for, but as this Morphy Richards product wasn't the cheapest, I expected more.

So not only do Morphy Richards sell badly designed and potentially dangerous products, they also have very poor customer service and are not interested in the slightest when products fail due to their own design fault.

Vent over. Just feel very cross for my parents who wasted their money.

SevenOfNine

Presumably over 1 year old now?

http://www.morphyrichards.co.uk/support/morphy-richards-support/product-registration/

tomtontom

Did they buy it from Morphy Richards? If not have you contacted the retailer?

If you use it once a fortnight your estimated usage is way off, but I would agree it should still be usable after 18 months.

pinkshoes

SevenOfNine wrote: »

Presumably over 1 year old now?

http://www.morphyrichards.co.uk/support/morphy-richards-support/product-registration/

Yes, about 19 months from date of purchase, and 16 months since I opened the box.

tomtontom wrote: »

Did they buy it from Morphy Richards? If not have you contacted the retailer?

If you use it once a fortnight your estimated usage is way off, but I would agree it should still be usable after 18 months.

It was bought from Amazon. My parents had enough problems getting a faulty camera from Amazon exchanged that died after just 3 days, as Amazon insisted my parents dealt with the manufacturer (who did indeed replace it and were very helpful).

Sadly Morphy Richards do not have that same standard of customer care.

Used roughly once a fortnight, although went through phases of not using it for a month. Probably once every 3 weeks on average. Not an amount by which you would expect it to fail anyhow!

tomtontom

Contact Amazon. I've returned a faulty soup maker (twice!) with no problems. Go on live chat, be friendly but clear on what you want (I got them to refund and collect the faulty item, and immediately ordered a replacement, so in effect an exchange) and why you're entitled to it. If you don't get the right answer first time, disconnect and speak to someone else!

I've never had a problem with Amazon returns, don't be put off by one bad experience, just be assertive with them.

pinkshoes

tomtontom wrote: »

Contact Amazon. I've returned a faulty soup maker (twice!) with no problems. Go on live chat, be friendly but clear on what you want (I got them to refund and collect the faulty item, and immediately ordered a replacement, so in effect an exchange) and why you're entitled to it. If you don't get the right answer first time, disconnect and speak to someone else!

I've never had a problem with Amazon returns, don't be put off by one bad experience, just be assertive with them.

Can I actually contact them though if it was my mum who bought it? She is ridiculously busy with work at the moment so would no have time to do it herself...

I buy a lot from Amazon but have never had to return something.

teddysmum

Try posting on their Facebook page.

tomtontom

pinkshoes wrote: »

Can I actually contact them though if it was my mum who bought it? She is ridiculously busy with work at the moment so would no have time to do it herself...

I buy a lot from Amazon but have never had to return something.

Can you not login to your mum's account and pretend to be her? They're not going to know any different.

sheramber

My husband has never had a problem with returns to Amazon.

However, was it from Amazon or was it from a marketplace seller? If it was a marketplace seller Amazon do not deal with returns as you are buying from the seller, not from Amazon itself.

pinkshoes

tomtontom wrote: »

Can you not login to your mum's account and pretend to be her? They're not going to know any different.

:eek: not a chance!! She gave me her gym log-in to sign her up to pilates when she was away, and I also signed her up to a roller disco class!!!!!

sheramber wrote: »

My husband has never had a problem with returns to Amazon.

However, was it from Amazon or was it from a marketplace seller? If it was a marketplace seller Amazon do not deal with returns as you are buying from the seller, not from Amazon itself.

I think it was Amazon itself. I will have a go at contacting them and see what they say.

Morphy Richards can go on my black list of companies who have poor customer service. Many companies nowadays understand that good customer service gets repeat business and happy customers...

pinkshoes

Still no luck with this.

I requested that Morphy Richards show the fault to their design team as it was a dangerous one, but they did not bother replying so do not seem to be interested in their customers once they have made a sale.

Have since contacted Amazon this week (I have been rather busy!!) so will see if they can help, but as it was not purchased on my account, then I think this is unlikely.

Still, if this review (rant) has put just one of the 950+ people who have looked at this off buying a Morphy Richards slow cooker, then their lack of good customer service will have cost them some money.