Faulty Goods Under Guarantee

Maharishi

Hello people, here's the problem;

In March 2014 I bought a non-stick Wok from Nisbets (online). The wok is made by Kitchen Craft and has a 3 year guarantee for the non stick coating and a 10 year guarantee overall.

The coating on the first one started flaking off within 6 weeks and, considering that we only use it once a week or less, I complained and they replaced it (June 14).

The second one fared little better and so I put up with it until today, when my wife expressed concern that with the coating continuing to come away, it might be a health hazard. Fair enough, let's see what they say.

I emailed Nisbets and they have said;

Thank you for your email this afternoon.

In regards to your request Nisbets will not be able to replace your unit. The reason for this is that we only hold the warranty under the 'Sales of Goods Act (1979)' which is 1 year, not the '10 Year Guarantee'.

If you wish to claim on the 10 Year Guarantee you will need to contact the manufacture directly as we are the supplier.

Obviously, they have got the 3 and 10 years !!! about face but, where do I stand legally with regard to getting a replacement. I see that the SOG act has been replaced but this pre-dates that ...

Kindest regards.

lincroft1710

If you want to claim under the guarantee, contact the manufacturer

Maharishi

lincroft1710 wrote: »

If you want to claim under the guarantee, contact the manufacturer

Seriously? My initial research suggested that the SOGA pointed towards the retailer being liable ...

agrinnall

And do it quickly, as the guarantee on the non stick coating ends in March.

Maharishi

Are there any template letters that I should be using for this, or is it straightforward?

lincroft1710

Maharishi wrote: »

Seriously? My initial research suggested that the SOGA pointed towards the retailer being liable ...

You would have to prove an inherent fault and at best you would only get a partial refund as the retailer can deduct for usage. How much was the wok?

LilElvis

Contact their customer support:

customercare@kitchencraft.co.uk

Or contact them via whatever derails you have on the guarantee documents.

As an aside I've never found it necessary to have non stick coating on a wok. I've got a stainless steel WMF one and it's fine after nearly a decade of use.

LilElvis

lincroft1710 wrote: »

You would have to prove an inherent fault and at best you would only get a partial refund as the retailer can deduct for usage. How much was the wok?

A 20 cm one is currently £8.74 on amazon. If it was this sort of price point I wouldn't waste my time after 3 years of use.

lincroft1710

LilElvis wrote: »

A 20 cm one is currently £8.74 on amazon. If it was this sort of price point I wouldn't waste my time after 3 years of use.

Neither would I.

Maharishi

lincroft1710 wrote: »

You would have to prove an inherent fault and at best you would only get a partial refund as the retailer can deduct for usage. How much was the wok?

Just shy of £30 with delivery included - it's 36 cm.

Maharishi

LilElvis wrote: »

Contact their customer support:

[EMAIL="customercare@kitchencraft.co.uk"]customercare@kitchencraft.co.uk[/EMAIL]

Or contact them via whatever derails you have on the guarantee documents.

As an aside I've never found it necessary to have non stick coating on a wok. I've got a stainless steel WMF one and it's fine after nearly a decade of use.

Thanks. Yes, I don't think that I would bother getting a non-stick one again, after this. It's not as if it gets food stuck to it - it isn't in there long enough!

What has rankled me here is the principle - they have waved me away at the first contact, like an annoying little flea. If I was a professional customer, spending hundreds of pounds instead of a sporadic purchase here and there, I venture to suggest that they would have been more accommodating ...

I'll contact KC.