Unsightly marks on Rangehood

PingEye

I had an oven and hood installed in October 2016 as part of a kitchen refurbishment. I registered online on 1 November 2016 for an extended 2 year warranty but this appears to be ignored by the company. The stainless steel rangehood now has unsightly marks on the front and on 9 January 2018 the company sent a service technician to inspect. He declared that the problem was not due to the cleaning of the hood and he was unable to remove the marks. His report went to the company that week. After hearing nothing for 2 months I contacted the company who declared the file was complete. I asked them to look into it again and they then said the service technician had reported the hood as "unrepairable". I was then told by email that the company would look into exchanging the hood and then a further email said their technical department had decreed it was not a manufacturing defect and therefore it would not be exchanged. I again asked the company to look into my concerns and after providing photos on 3 occasions they sent me a further email on 12 March 2018 with tips on how to clean the rangehood. Their website gives 3 different email addresses on how to lodge a complaint with automated bounceback messages detailing how long it would take them to get back to me (ranging from 1 hour to 5-10 days). I have corresponded with all these email addresses (the last being to head of customer services on 4 April 2018 with a response time of 1 hour) and to date have not heard anything further from the company. I expect they are hoping I will go away. Any suggestions on what to do next would be greatly appreciated.

JJ_Egan

Is this Warranty with the manufacturer or the vendor ??

Warranty can be subject to the terms and conditions .

Consumer Rights are against the vendor .

PingEye

The warranty is with the manufacturer. There is nothing in the paperwork to say what is covered by the warranty and as I registered online I have no further proof that I extended the warranty.

Am I now able to take this up with the vendor and, if not, is there another thread I can post my question to that will cover my query?

JJ_Egan

You can take this up with the vendor .See stickies top of the page .

But as its more than six months old you will be claiming a manufacturing defect . The vendor will more than likely ask you to prove this via an independent engineers report .

You already have a report saying its not a manufacturing defect .Bear this in mind as you will be liable for the cost of the report if it is damage / poor maintenance etc .

If you want to complain to the manufacturer use a pen and paper and registered post .

baza52

how have you been cleaning it? what product if any have you used?

maisie_cat

If it is stainless it may well be the cleaning products you are using, stainless isn't really stainless, just more resistant to stains. Bleach and products containing it shouldn't be used to clean stainless as I learn't to my dismay when my miele fridge freezer marked.

PingEye

Thank you for your responses. The manufacturer has only said it is not a manufacturing defect after viewing a photograph - the service technician's report apparently said it is unrepairable and is not due to cleaning products, however I have been unable to get a copy of this report. The hood has only been cleaned with hot water and sometimes with a touch of dishwashing liquid (both methods recommended by the manufacturer). The manufacturer has also not responded to a letter sent by tracked mail. The vendor is making all the right noises but not actually getting anywhere.

Greta_Sharbo

PingEye wrote: »

The vendor is making all the right noises but not actually getting anywhere.

What noises are they making?

[Deleted User]

What are the marks? Stains? Scratches? Discolouration?

PingEye

That they will look into it and get back to me ... same response each time I contact them.

PingEye

The marks have a mottled appearance all across the front only.