Dented Range cooker

Pajero

Hello Everybody.

My first time on here.

I ordered a SMEG range cooker from Sonic Direct online. It arrived the next day (11 July).
It was perfectly packed and so I did not open it until 10 days later when it was due to be installed as part of the complete kitchen refit.. I then noticed a dent on the side and informed SMEG, thinking it was their fault. They took almost 2 weeks of discussions to tell me that it was the retailers responsibility to sort it out, at which point I contacted Sonic Direct. In the meantime I had no other option but to install it or suffer considerable delay to my kitchen refit.

Sonic are unable to replace it as they are out of stock and will not be ordering more.
They are offering a full refund but the uninstall and reinstall of another appliance would be at my cost. I am not prepared to go through the process of sourcing another cooker that will match the new kitchen and the extra expense involved.
They are also offering £100 compensation for keeping the current cooker. I feel that this is very low as most graded appliances (which in effect this was when it arrived) would be reduced by at least 30% if not more.

In the meantime Sonic contacted Smeg and requested for an engineer visit to repair the dent. This was done without my knowledge and consent. I have since cancelled it when Smeg phoned to arrange the visit.

What are my options ? What is an appropriate level of compensation and how can I get them to pay it?

Thanx
Paj

hollydays

Well as you've told them you've already installed, it's unlikely they are going to offer you more.
I'm a little suspicious you took two weeks to contact the retailer.
You've made no comment on whether the dent ( the side?) is visible or looks unsightly, £100 for a dent seems good to me.

societys_child

£100 for a dent on the side and you cancelled the engineer? What do want?
I'd have snatched their hand off . . .

IAmWales

Why would you expect them to pay for costs you wilfully incurred knowing you did not want to keep the cooker?

Why did you cancel the engineer?

Sonic are doing their best to help you. You are being unnecessarily difficult.

Pajero

I didnt expect the retailer to be involved in the dispute. It was obvious that the damage was caused prior to being packaged so I had assumed that I had to take it up with the manufacturer.

Smeg dragged their feet and took time to respond to my emails, and only at the end told me that its was the retailer's responsibility. Smeg did say that they would be willing to issue an 'uplift' code to allow the retailer to replace the unit.

The dent is on the side and can be fully concealed if the unit is at a certain height. The fact is that I paid full price for new appliance. If I had wanted a graded one then I could have got that much cheaper.

IAmWales

Pajero wrote: »

I didnt expect the retailer to be involved in the dispute. It was obvious that the damage was caused prior to being packaged so I had assumed that I had to take it up with the manufacturer.

Smeg dragged their feet and took time to respond to my emails, and only at the end told me that its was the retailer's responsibility. Smeg did say that they would be willing to issue an 'uplift' code to allow the retailer to replace the unit.

The dent is on the side and can be fully concealed if the unit is at a certain height. The fact is that I paid full price for new appliance. If I had wanted a graded one then I could have got that much cheaper.

It is for you to check your consumer rights, not Smeg. There was nothing stopping you contacting the retailer, or leaving a gap for the range cooker until the issue had been resolved.

You have two options:
* Accept £100 and leave the cooker as is. Does the dent affect your use of it?
* Pay for the cooker to be taken out, take the replacement, and pay for that to be fitted.

Both are reasonable remedies.

hollydays

Pajero wrote: »

I didnt expect the retailer to be involved in the dispute. It was obvious that the damage was caused prior to being packaged so I had assumed that I had to take it up with the manufacturer.

Smeg dragged their feet and took time to respond to my emails, and only at the end told me that its was the retailer's responsibility. Smeg did say that they would be willing to issue an 'uplift' code to allow the retailer to replace the unit.

The dent is on the side and can be fully concealed if the unit is at a certain height. The fact is that I paid full price for new appliance. If I had wanted a graded one then I could have got that much cheaper.

You didn't phone them:think:?

bubblegumcola

Retailers and manufacturers expect consumers to inspect the goods as soon as possible after delivery and report any damage within 48 hours. Depending on where the damage is they will often offer a discount to save the cost of collecting the item and replacing it. If the damage is not visable at the side you wlll get less discount, normally retailers require clear images of the damage by email. If the dent was visable atcthe feont and depending on the size of it you would get much more discount.

Always check large electrical goods for damage asap after delivery.

The cooker should never have been installed if you were unhappy with the damage and it should have been checked much sooner after it was delivered. It amazes me the amount of people who don't check large electrical items when they are delivered given the amount of money these things cost.

bris

It's a range cooker, it slots into a space, why would this cause delays? Any decent engineer can do the prep work and slot it in anytime.


In fact it's no different to having the old one taken out and a new one put in it's place, the fittings are still there for the new one aren't they.

DavidFx

Assuming this is a dual fuel appliance - then both the gas and electricity will have flexible connections meaning the cooker can be moved after installation. Why not ask the retailer for a replacement panel - the cooker can be slid out to fit it.

Gavin83

DavidFx wrote: »

Why not ask the retailer for a replacement panel - the cooker can be slid out to fit it.

The OP doesn't want a repair, they've already made this clear. I suspect if they're honest they don't actually care all that much about the dent, it'll be hidden anyway, they just want as much money back as possible.

Given the circumstances £100 seems very generous to me, I'd take that before they change their minds and insist on a repair.

How much was the cooker originally?