where do we stand?

Frostee8

Hi all,
we bought a cooker in October and had it fitted now fast forward 6 months and said cooker has been faulty the ignition doesnt work properly and the flame keeps going out inside the oven, the first occasion it was fixed the repairman said it hadn't been put together properly and fixed it. The same problem happened again a few weeks later again the repairman came out and fixed it but offered no explanation we are now at the point where it has broken a third time and we wanted a new appliance rather than it fixed a third time, so we contacted AO as that's who we purchased the cooker off who said we needed to contact Rangemaster direct but the agreed we should get a new appliance, we did contact Rangemaster who said they needed to repair the fault when we explained this was the third repair in 6 months we would like a new one they are telling us that's all they can offer at this time! any help would be appreciated as to what we can do next t.i,a

the_lunatic_is_in_my_head

Your contract is with AO, my understanding is they can insist upon one repair but after that you have the right to reject.

They can replace it or refund and the refund may have a small reduction for the 6 months of use.

You need to go back to AO directly to state you are rejecting the oven as their repair attempt has failed.

If you don't get anywhere write them a letter.

What Rangemaster offer will be in accordance with their manufacturer warranty which is in addition to your consumer rights against AO. You are not obligated to claim under the warranty or to have to make any contact with Rangermaster.

If you paid by card you may have additional protection from your card provider.

shaun_from_Africa

When the cooker failed the first two times and a repair was carried out, did you contact AO about this or did you go directly to Rangemaster without AO getting involved in any way?

What "the_lunatic" states is correct in that you can reject the appliance after one repair if it fails again but the retailer must have been given the initial option to repair or replace, something that wouldn't have happened if you went directly to the manufacturer.

Another thing that needs to be determined is the exact date of purchase and the date you informed AO of the problem as this affects the refund given.
If you reject the goods within 6 months of purchase then a full refund must be given but after 6 months then it's as stated above, a partial refund is allowed.

neilmcl

Frostee8, who did you arrange to have the first 2 repairs done? Have you only involved AO.com at this point?

the_lunatic_is_in_my_head

shaun_from_Africa wrote: »

Another thing that needs to be determined is the exact date of purchase and the date you informed AO of the problem as this affects the refund given.
If you reject the goods within 6 months of purchase then a full refund must be given but after 6 months then it's as stated above, a partial refund is allowed.

Thanks for clarifying this, I wasn't sure if the retailer wouldn't be able to reduce the refund amount if the fault was brought to their attention within the first 6 months and a refund is the end result.