Neff cooker poor quality design and terrible customer service

adam78

I have a NEFF oven which is over the two year warranty limit its about 3 years old and the top liner-catalytic has just dropped off. When I looked inside the oven I noticed that such a weighty piece of material was only held in place by a single screw which also has a hook to which the top heater part is expected to be supported. It never occurred to NEFF engineers to use additional screws to support such a heavy part considering the likelihood of corrosion or perhaps use non-corrosive screws.

I called their customer support and the lady couldn't careless. When I asked to speak to technical support she simply cut me off - twice!

I was forced to submit a complaint by email claiming the product was not fit for purpose and the response was even worse. I made it clear in my complaint that this was a design flaw and the onus is upon Neff to fix it at their own expense - they want to charge me to call out an engineer despite me sending them pics. It's not rocket science what has occurred.

They don't offer any technical support and they don't even have a complaints department. I was told to email mks-customerliaison @ bshg.com from which I got a bog standard reply. They tried to pass the buck by acknowledging that I mentioned the appliance possibly not being fit for purpose and so I should refer back to the retailer under the Consumer Rights Act 2015 where my legal redress is according to NEFF - the cheeky scoundrels!

When I asked for my complaint to be escalated they refuse to escalate it.

Does anyone have a complaints email for NEFF

MarcTJTD

Reversed burden of proof clause in the Consumer Rights Act, I'm afraid mate. They're not wrong.

You can't claim that a product is faulty after 6 months unless you pay (at your expense) for an independent examination of the product to prove it and even then your claim is on the retailer that you purchased from under the Sale of Goods Act, not the manufacturer.

MarcTJTD

MarcTJTD wrote: »

Reversed burden of proof clause in the Consumer Rights Act, I'm afraid mate. They're not wrong.

You can't claim that a product is faulty after 6 months unless you pay (at your expense) for an independent examination of the product to prove it and even then your claim is on the retailer that you purchased from under the Sale of Goods Act, not the manufacturer.

Best case scenario, you may be entitled to a portion of the cost back (not full value) so paying for an engineer to resolve the problem may be the smartest course of action.

Cash-Cows

NEFF are correct in that your contract is with the retailer not them. They have no obligation to help you. The retailer is who you need to contact.

Flojoe

Similar problem though, according to their senior technician, we should not necessarily expect our top of the range Neff Hide and Slide oven to last more than 2 years!!

In our case it has been confirmed verbally that the heat from the oven damaged the control unit leading to an intermittent fault - verbally confirmed by 3 of their engineers as a very common problem with the Hide and Slide ovens.

All 3 engineers also confirmed (verbally) that when the control unit is replaced, the download of the new software regularly causes the control unit to crash, which destroys the control unit and, in the process of doing so, damages the oven's power module

So, we had a functioning oven with an intermittent fault. After 3 separate NEFF engineer visits we now have an oven that won't even switch on. Is our situation any difference because both the replacement control unit and the power module were damaged by the engineer, not by us?

Neff want £339 to replace the control unit (that was damaged by their faulty software) AND the same amount in addition to replace the power module (which was damaged by their update process)

Customer service is poor. Scripted repetition. Staff who don't listen (or simply don't have the training to understand), talk over you and force you off the phone. Also told to email an anonymous email address. Going into our second month without an oven.

Any advice?