Samsung Home Gas Hob issue

jatclarke999

Hi Experts

I have a question about my rights regarding a new Samsung Gas Hob.

We purchased the hob from Boots online (Home appliance division) last July. New kitchen installed and completed by September, so realistically only been using it for 6 / 7 months.

In that time the burner control decals have / are faded away - see picture below. We have been in contact with both Boots customer service and also Samsung customer service. Please also note, the hob has only ever been cleaned with soapy cloth and water.
Bottom line is Samsung are refusing to resolve it as they say the burner controls are "cosmetic".
I am arguing it is like buying a new car and after 6 months the numbers fall off the speedometer so you have no clue as to what speed you are doing.
Do I have a claim and how would you recommend to progress with it and who do I have the claim against - Boots or Samsung please?
Wife is getting very upset about it...
Thanks in advance - John

HelpfulFlower101

So you’d need to pursue who you’ve paid so best to keep your complaint with Boots. 

Your rights are under the Consumer Rights Act 2015, the argument would be it’s not of satisfactory quality- should be free from fault and last a reasonable amount of time. 

As it’s over 30 days you HAVE to give Boots the chance to do a repair or replacement - you can state your preference but it’s whichever is most cost effective to them. They must do this at no further cost to you, in reasonable time and not causing you any inconvenience. If they do replace it should be like for like. 

If you give them one chance and they don’t do this then you can move on, the next remedies would be either a price reduction - keep at a reduced cost reflective of the fault or your final right to reject it for a refund (they can deduct usage if you’ve had it past six months). 

David713

HelpfulFlower101 said:

So you’d need to pursue who you’ve paid so best to keep your complaint with Boots. 

Your rights are under the Consumer Rights Act 2015, the argument would be it’s not of satisfactory quality- should be free from fault and last a reasonable amount of time. 

And as it's over 6 months from purchase, Boots could insist that you prove the problem occurred due to a manufacturing defect and not because of something that you have done such as using an abrasive cloth or the wrong cleaning chemicals.

HelpfulFlower101

David713 said:

HelpfulFlower101 said:

So you’d need to pursue who you’ve paid so best to keep your complaint with Boots. 

Your rights are under the Consumer Rights Act 2015, the argument would be it’s not of satisfactory quality- should be free from fault and last a reasonable amount of time. 

And as it's over 6 months from purchase, Boots could insist that you prove the problem occurred due to a manufacturing defect and not because of something that you have done such as using an abrasive cloth or the wrong cleaning chemicals.

True, ‘the burden of proof’ would be on the consumer to prove its not of satisfactory quality. However if it’s a manufacturer fault Boots need to take it up with the manufacture in their on supplier contract. The consumers rights is still with the person they’ve paid. The only things Boots wouldn’t be liable for would be wear and tear, customer misuse or accidental damage. 

JJ_Egan

Might be like mine > due to excessive abrasive pad/cream cleaning .

Keep_pedalling

The only important bit you are losing are the symbols showing which knob controls which gas ring, you can buy transparent stickers to replace those.

MattMattMattUK

Looking at the image there are enough scratches on the metal around the knobs that makes me think that it has been cleaned with something that has an abrasive quality (more than just a soft cloth), however the symbols are far from essential as it should be fairly easy to remember which operates which hob and in what position. 

David713

MattMattMattUK said:

Looking at the image there are enough scratches on the metal around the knobs that makes me think that it has been cleaned with something that has an abrasive quality (more than just a soft cloth),

Agreed.
There is no way that the scratches shown have been caused by a clean with a "soapy cloth and water"

pbartlett

that said, my hob is 12 yrs old (not a samsung) and has has some pretty heavy cleaning over the years and the numbering is still crystal clear.