repeat faults with Kenwood mixer

invisible_man_2

Hope someone can help ....
We purchased an expensive Kenwood food mixer in November 2017 which included a 5 year guarantee. The mixer has had the same fault on three occasions since that time and Kenwood have had this repaired by a third party.
The same fault has occurred again this weekend and I have asked Kenwood if we can have a replacement as the repairs are clearly not a permanent solution. Kenwood have refused this and said they will once again arrange for the product to be repaired.
My concern is that once the product is out of guarantee, I will be left with a product that has been faulty from purchase with no redress

neilmcl

You have no legal rights against the manufacturer, assuming you didn't buy the mixer directly from them, they can repair it as many times as they see fit in accordance with their warranty terms.

You should've gone straight to the retailer in the first instance and let them deal with it, that way you could've exercised your legal rights forcing them to either replace or refund after the first failed attempt. As it is, if you go to them now, chances are they'll just want to have it repaired again. Still worth pursuing though.

You need to read up on The Consumer Rights Act 2015.

invisible_man_2

Thank you for your reply, I did go to the retailer and they told me to contact Kenwood directly as it would be quicker for me to get the machine repaired that way. I have the correspondence between us, from the first failure back in 2017 a further failure in 2018 (when still under 12 months) and then the third time I went directly to Kenwood as it was now more than 12 months old and used the manufacturers five year guarantee.

macman

As above, your legal rights under CRA 2015 are solely with the retailer. Your rights with the manufacturer are limited to whatever the terms of their warranty say-so they can probably repair as often as they wish.
If you want a replacement then you need to send a formal latter to the retailer along with an independent report that confirms a pre-existing fault.

invisible_man_2

Thanks again Macman.
I received a call from a Customer Service Manager at Kenwood this morning and they have agreed now to take the machine back and provide me with a replacement.