Very.co.uk returns farce

Angrymamma

Hi I'm new to the site so bear with me please.
I purchased a microwave from very end of september but within days I realised the plate was not rotating every time it was being used resulting in uneven cooking. I contacted very to arrange a return and a replacement. This happened within 2 weeks of purchase.
All good right? I thought so until last week. I have received an email saying their "inspectors" have found no fault and that the microwave will be returned to me and I must pay for it. I have tried phoning and using the online query but it's like talking to a potato.
No-one seems to understand that people of sound mind do not replace items like for like without reason. What are my rights on this? I have a microwave, I do not want a faulty microwave sending to me and definitely do not want to pay for it! Oh and after 6 weeks if they don't send it back they will destroy it :eek:

hollydays

Video what’s happening and send it to them?

shaun_from_Africa

hollydays wrote: »

Video what’s happening and send it to them?

But that means that the OP will still have to take delivery of the original microwave before they can video the fault.
This is assuming that the fault is still there as it may well have been caused by something such as an electrical connector being a bit loose and giving an intermittent problem which is why the person who tested it at Very can't find a problem now.

Angrymamma

I refuse to accept delivery. I feel if I do that then they will wash their hands of it completely.

shaun_from_Africa

The first thing I would do is to remove any saved payment details with Very (if this is possible) just in case they do try to take another payment for the 1st oven.
Then I would send them a signed for delivery letter explaining exactly what has gone on so far and pointing out to them what you stated on here about why would you want to return a working item simply to get a replacement of an identical unit.

It might also be worth mentioning the possibility that the fault could well be intermittent hence the reason for it working okay when tested.

Angrymamma

Thanks, I will do as you have suggested with the letter. They don't automatically take payments so the card details aren't a problem I'm just worried if I don't pay they will start with late payment charges to the account which are £15 iirc.

unholyangel

Angrymamma wrote: »

Thanks, I will do as you have suggested with the letter. They don't automatically take payments so the card details aren't a problem I'm just worried if I don't pay they will start with late payment charges to the account which are £15 iirc.

I presume you ordered it through your very account? In that case, ask them if they'll put it into dispute while you try and resolve it (while in dispute, it shouldnt gain any charges or interest).

Sorry OP but I need to ask, did you take the plate & support out and rearrange them? Just what you describe has happened to my microwave a few times - because after cleaning it I hadn't placed the support correctly.

Angrymamma

Hello. Sorry for the late response. Yes I removed the plate several times, sometimes it would start rotating then stop and restart again after opening and closing the door again.

The issue has been resolved
and Very have decided to "gift" me the price of the first microwave. I explained to them that on arranging the return I also ordered a replacement and I should have been advised of the inspection process. This seemed to do the trick.

Thanks for any advice though guys! My account is now paid off in full and wont be using it again in a hurry!