Faulty oven broken again after repair

Jon_12

We bought an oven from John Lewis and a few months later (within 6 months) the heating element broke. They re-directed us to the manufacturer who came out and put in a new heating element. Skip ahead another 4 months and it is broken again. John Lewis are asking for proof that the repair was carried out, however the manufacturer did not leave any paper work for it. Is it necessary that we have this? We may be able to get some form of proof from the manufacturer. 

lincroft1710

It will help your case if you do have this proof

davidmcn

Though also bear in mind that elements typically cost only a few quid and replacement is DIYable.

shaun_from_Africa

davidmcn said:

Though also bear in mind that elements typically cost only a few quid and replacement is DIYable.

The problem is, from the timeline given by the OP, the oven is only about 10 months from purchase so it's still under warranty and any DIY repair would probably invalidate this.
If they were to buy and fit an element and the oven still didn't work, they may well encounter problems if they either try to reject it (which a 2nd fault allows them to do) or try to get JL or the manufacturer to carry out a further repair.

Jon_12

Thanks for the responses. I wouldn't want to try doing it myself for the reasons stated above, but also because as it has already broken twice within a year, it would likely just break again anyway.  

The manufacturer, Rangemaster, outsourced the repair to a third party who we had to contact and arrange a visit with.... the buck was passed twice! They were an independent business, pretty old school, and did everything over the phone. We have an email from them telling us that they will schedule a visit, along with voice mail messages from them regarding the repairs needed, just no paper work saying that it was done. I was curious if it was absolutely needed in order to prove that the repair had been carried out, when we called John Lewis to ask for the repair and they sent us elsewhere in the first place. 

[Deleted User]

Jon_12 said:

The manufacturer, Rangemaster, outsourced the repair to a third party who we had to contact and arrange a visit with.... the buck was passed twice! 

Understand that manufacturers produce the goods and retailers sell them. As such, it's entirely reasonable to "outsource"  to a repair agent. 

Having said that, it's unusual for a heating element to fail twice in the first  year....

Jon_12

No, obviously there isnt much we can do right now due to the pandemic, but will look into it once this is over. The top oven still works, its just the bottom/main oven that keeps breaking. Anyway, hopefully they will have some record of the repair, if we can even get in contact with them at the moment!

neilmcl

If you can prove that it was repaired the first time then bear in mind you can push for a refund or replacement as legally they are only allowed a single attempt at repair.

Jon_12

Yea, that is what we are going for, which is why I think they want the proof that repair was carried out before giving us a replacement or refund. Probably a bureaucratic requirement on their behalf I suppose.