ao.com faulty oven, repeated failed repairs, refund?

Noctu

Hi all,
First of all my sincere thanks go to those who provide advice on this forum. I'd be grateful for your help.
My situation is - I purchased a Hoover oven from ao.com in Oct 2020. It went faulty in Nov 2020. Hoover engineer came out, said it needed a new timer board. He ordered the part but it never turned up and after a bit of faffing on re making and cancelling appointments and a complaint, ao.com replaced the entire oven in Feb 2021.
The new oven has now gone faulty too, with a very similar fault. Hoover engineer attended and replaced the timer board on 1 June.
It has now gone faulty again, and is unusable. 

My main questions are:

• Can I force ao.com to take this oven away and refund me? I have no confidence in the thing after a replacement and the failed repairs.
• Does the 6 month 'clock' under the Consumer Rights Act restart in Feb 2021 with the replacement oven, or does it go from the original oven in Nov 2020?
• What would you do now?

Thank you everyone for your advice

Strebor123

I can't fully advise on your rights but from a CS perspective I've always found AO to be quite good. Have you spoken to them and asked to return the oven for a full refund due to all of the issues? Perhaps ask if you can get credit for it so you can buy a different oven? 

Noctu

Strebor123 said:

I can't fully advise on your rights but from a CS perspective I've always found AO to be quite good. Have you spoken to them and asked to return the oven for a full refund due to all of the issues? Perhaps ask if you can get credit for it so you can buy a different oven? 

Hi, yes they seem to be really good, I was impressed when they replaced the first oven in Feb.
Unfortunately they won't allow me to return the oven - at least on my first enquiry - as it's over 100 days after delivery (their policy). I was curious to know how much I could push the issue with them to be honest

the_lunatic_is_in_my_head

www.legislation.gov.uk/ukpga/2015/15/section/24/enacted

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(8)If the consumer exercises the final right to reject, any refund to the consumer may be reduced by a deduction for use, to take account of the use the consumer has had of the goods in the period since they were delivered, but this is subject to subsections (9) and (10).

(9)No deduction may be made to take account of use in any period when the consumer had the goods only because the trader failed to collect them at an agreed time.

(10)No deduction may be made if the final right to reject is exercised in the first 6 months (see subsection (11)), unless—

(a)the goods consist of a motor vehicle, or

(b)the goods are of a description specified by order made by the Secretary of State by statutory instrument.

So yes you may reject for a refund* but AO may reduce the refund although that should be minimal as we just over 6 months. 

*I think assuming you contacted AO about at least one fault which was repaired or they instructed you to contact the manufacturer. 

Noctu

Thanks both. I'm giving them one last chance to repair it, again, then will look to arrange a refund if it fails again.