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No oven for Christmas
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freccle
Posts: 770 Forumite
My daughter bought a new Hotpoint oven in August from Very. Bit of background, she has breast cancer and is undergoing chemo. Divorced mum, 2 children aged 6 and 9. Beginning of Dec, oven stopped working. Reported to Very who told her that it was nothing to do with them and to contact Hotpoint. This she did. Engineer came out and said the motherboard (?) had gone and they had to order the part. 2 weeks on, heard nothing, phoned up and engineer scheduled to come out today. Which he did - but didn't realise they had a new part to fit or even that an engineer had been before.
So now we don't know if spare part was ever ordered but regardless, her oven isn't going to be working over Christmas. Hotpoint insist that they have 28 days to carry out repairs, regardless of the time of year or health issue of their customers.
Can we not insist on Very replacing the oven?
So now we don't know if spare part was ever ordered but regardless, her oven isn't going to be working over Christmas. Hotpoint insist that they have 28 days to carry out repairs, regardless of the time of year or health issue of their customers.
Can we not insist on Very replacing the oven?
There will always be:
A “LIE” in BELIEVE, an “OVER” in LOVER, an “END” in FRIEND, an “US” in TRUST , and an “IF” in LIFE
A “LIE” in BELIEVE, an “OVER” in LOVER, an “END” in FRIEND, an “US” in TRUST , and an “IF” in LIFE

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Comments
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Very are wrong, it is indeed their responsibility, even if they have outsourced the actual work to Hotpoint. While she can't insist on a replacement she can be very forceful with them that a replacement would be a sensible option in the circumstances - the difficulty may be in actually getting it before Christmas. I would suggest a polite call to Very to start with but if that doesn't get the desired result then use social media to make her dilemma and their response a lot more public.0
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Unfortunately your daughters health or the time of year have no influence on her consumer rights. Very are wrong, it is their responsibility and they should have dealt with the issue. Saying this they are entitled to attempt a repair and the likely outcome would have been them contacting Hotpoint and therefore you haven't really lost out. She also can't insist on a replacement or a refund so there isn't really much else she can do.
In her position I'd recommend appealing to Hotpoint's better nature and ask if they can fix it before Christmas given the situation.0 -
Personally, I would say that yes, you may well have the right to a full refund from Very.
Why?
Because the Consumer rights act allows the retailer one chance to repair a fault and if this repair doesn't resolve the problem, the goods can be rejected for a full refund within the first 6 months from purchase. (and a partial refund after this time).
An engineer visited and diagnosed the fault then another engineer visited to repair the oven and failed to do so.
IMO, this 2nd visit should class as a repair attempt, after all, it's not the OP's fault that there was a lack of communication between the engineers & Hotpoint and as this 2nd visit didn't result in a working oven, I would class it as a failed repair attempt, hence the oven can be rejected.0 -
shaun_from_Africa wrote: »Personally, I would say that yes, you may well have the right to a full refund from Very.
Why?
Because the Consumer rights act allows the retailer one chance to repair a fault and if this repair doesn't resolve the problem, the goods can be rejected for a full refund within the first 6 months from purchase. (and a partial refund after this time).
An engineer visited and diagnosed the fault then another engineer visited to repair the oven and failed to do so.
IMO, this 2nd visit should class as a repair attempt, after all, it's not the OP's fault that there was a lack of communication between the engineers & Hotpoint and as this 2nd visit didn't result in a working oven, I would class it as a failed repair attempt, hence the oven can be rejected.
You're right, but as the OP is looking for a replacement (because presumably she is concerned that it may be difficult to get an oven from elsewhere supplied and installed before Christmas) a refund may not be a good solution - especially if the money isn't back with her until January, which is quite possible.0
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