Multifunction oven still in warranty how many repairs before replacement

[Deleted User]

Bought it from John Lewis who have been helpful in trying to resolve this.
Panasonic oven inside the 2 year warranty burns all food on the left hand side and they arranged for Martin dawes to come along and repair it 3 times without success.
I am now awaiting the fourth engineer and this has been going on for over 30 days and each time I have to test it and throw away food. Pizzas burn on the left and raw on the right.
I was happy to allow repairs but maybe now is the time to ask for a replacement.
I owned the very same oven previously and never had any problems but Panasonic keep stating it's my fault this time and I should turn the food around halfway through cooking, the microwave works fine.
Advice please on how to resolve this because I think Panasonic  want me to get fed up and go away.

DoaM

Per the warranty ... however many times they wish to repair it, depending on what the warranty T&Cs say.

Per the Consumer Rights Act 2015 ... the seller (not the manufacturer, unless you bought direct from them) has a single chance to repair goods to make them conform to contract. if the goods still fail to conform then the consumer can exercise their Final Right To Reject for a refund. The size of refund depends on how long you've owned the goods ... up till 6 months from purchase/delivery the refund is 100%; after 6 months it can be reduced. You can ask for a replacement but the seller can refuse - your only choices are to accept what the seller is offering (repair) or insist on a refund.

[Deleted User]

Thank you.
The oven is 18 months old

[Deleted User]

If the seller's is at fault I am not sure why it is the manufacturer who is arranging for the repairs and it is they would are in regular contact.
Really it doesn't make sense that the manufacturer is sending engineers to attempt repair when it would be cheaper to offer a replacement

m0bov

Right to JL, enclose a diary of events and copies of paperwork. Ask them to arrange a replacement or part refund.

CardinalWolsey

I had this issue with a Panasonic multifunction microwave/oven. I hadn't realised that I still needed to have the turntable in place, with the grill/oven accessories placed on top. This prevents the problem because the cooking is then being rotated. See page 32 and 33 of this manual as an example. It is a lot clearer than the manual I received when I bought my model.

[Deleted User]

Thanks
M0bv I will do that and let you know what happens
Cardinal wolsey i have a different model to you. I chose a model without a turntable to accommodate larger and square plates and dishes

[Deleted User]

We have asked John lewis for a replacement or refund but they have stated after again contacting Panasonic that the warranty is with Panasonic who are going to continue to repair it until Martin dawes engineer says it unrepairable.
Apparently Panasonic have put out a bulletin stating only the left rear of the oven will appear lit and the fan distributes the heat around the oven.
The model number is NN CF7785

neilmcl

Beehoney said:

We have asked John lewis for a replacement or refund but they have stated after again contacting Panasonic that the warranty is with Panasonic who are going to continue to repair it until Martin dawes engineer says it unrepairable.
Apparently Panasonic have put out a bulletin stating only the left rear of the oven will appear lit and the fan distributes the heat around the oven.
The model number is NN CF7785

Speak to John Lewis once more and remind them that you're exercising your statutory consumer rights under the Consumer Rights Act, not the warranty, and as such they've only had a single chance at a repair, which they've failed, and now you want a refund/replacement.

[Deleted User]

Thank you Neilmcl
I did exactly as you suggested and while I was on the phone John Lewis rang Panasonic who then tried to contact head office to get authorisation for a replacement or refund and although holding on for quite a considerable amount of time they were unable to get through and so no authorisation has yet been given. They did say head office will contact me directly to offer a resolution within 7 days!
I told John Lewis that I understood the consumer rights act was between them and me and not Panasonic but he said he was told it wasn't because he has sought a resolution to the problem by contacting Panasonic 

neilmcl

Clearly the guy on the phone knows nothing. Their customer services team has gone seriously down hill over the past few years. It needs addressing as it doesn't do JL's, otherwise very good reputation any good at all.