Our rights - Smeg oven pyro clean not working

Marsi72

Hi there, thank you for accepting me onto this group. I'm hoping for some advice. We purchased a Smeg oven in May 2019 through John Lewis, the oven has pyro clean on it meaning it is self cleaning. However when used the pyro clean function it did not work and infact simply burnt on the spillage at 500 degrees! We contacted Smeg and after much toing and froing an engineer came out. This engineer came out and told us that we shouldn't have bought Smeg as the pyro doesn't work as well as it claimed. There was also a rattle on the oven, the engineer said that as the kitchen is seperate from our living room we would have to put up with it, if we lived in a flat he would fix it. Clearly we were unhappy with this so rang SMEG to complain. They eventually sent another engineer who replaced a part. The pyro still doesn't work and we have now been told that they cannot help us as this is 'accidental damage' and we should clean the oven more often. The whole point of buying an oven with pyro clean was to make life a little easier and not have to scrub the oven clean. We did wipe the oven before putting pyro on so followed the instructions. So my question is, where do we stand on this? All we have done is use our oven and then put the cleaning function on which did nothing at all. I've watched manufacturers videos that show an oven with a similar amount of spillage come out almost spotless, ours did absolutely nothing. I want a refund or replacement but SMEG are refusing and have wiped their hands of it. I would appreciate any suggestions of what we can do now. Thanks

Aylesbury_Duck

After this long, your only option is to get someone informed to inspect it and give their professional opinion as to whether the pyro clean problem is a fault or a consequence of user error.  If it's a fault, then John Lewis have to provide a remedy.  They can choose to repair, replace or refund, the latter two of which may be tempered to reflect the use you've had to date.

macman

Why did you go direct to Smeg? Your consumer rights under CRA 2015 are with JL. By going direct to the manufacturer you are relying on their limited warranty: probably 12m only?

Since you bought from JL, you have at least a 2 year warranty, so I'd start again with them, as you still have about 4 months warranty remaining. They'll almost certainly seek to redirect you to Smeg, but your contract is with JL.