Replacement rights within warranty period.

remyroo

Hi.
Our smeg cooker which is still covered by its warranty stopped working about 5 weeks ago. I contacted Smeg who ordered the parts they thought were faulty and arranged for a service engineer to come out. He came 2 weeks ago and was unable to repair the cooker as he had to order different parts. I was contacted to say the parts were in but had to wait a further week until they were in my area again. The service engineer turned up today replaced the part and then left without properly checking it as the cooker is now in a continuous pyrolytic cycle (extremely high temperature) so I have had to turn the power off at the switch. I have contacted Smeg who have raised it as a priority but my question is at what stage can I say enough is enough and ask for replacement as I can see this dragging on and do not want to be without a cooker over Christmas.

the_lunatic_is_in_my_head

Just to check, have they damaged the cooker during it's repair or is this something internal that needs to be adjusted?

TELLIT01

I can't answer the 'what stage' question but I would be straight back on to them tomorrow morning demanding to know when the engineer will be with you.  "They aren't in your area until..." is no acceptable after 2 visits failed to leave you with a working cooker.

remyroo

Looking at the email from Smeg the parts ordered were a printed circuit board and a regulator so the service engineer has either not fitted them correctly or something else is wrong.

the_lunatic_is_in_my_head

And I sorry should have asked in the other post, did you buy the cooker from Smeg directly? 

remyroo

No we bought the cooker from curry’s.

unforeseen

at what stage can I say enough is enough and ask for replacement 

Look at the T&Cs of the warranty

ThumbRemote

When did you buy the cooker?

Were you pointed towards Smeg by Currys (ie did you approach Currys first and they said to contact Smeg, or did they tell you in the paperwork to contact Smeg in the event of a fault)?

Your consumer rights are against the retailer, who have 1 attempt to fix the fault before you're entitled to a refund. However a lot depends on when you bought it, and whether you have been to Currys themselves yet. 

zoob

How old is the cooker? 

the_lunatic_is_in_my_head

remyroo said:

No we bought the cooker from curry’s.

As Thumb mentions, if Curry’s sent you to SMEG then you can reject after one failed repair attempt (refund may be reduce for ownership if you reject after 6 months).

If Curry’s didn’t sent you to SMEG then I assume they’ve carried out a service and can require a repeat performance which should be done without significant inconvenience and within a reasonable time. 

If you are after the oven being fixed by Christmas I’d find every email address possible for them (there’s 6 on the contact us page alone, including PR) and cc the lot in to a complaint as well as post on their social media and simply pester them until they get it sorted.

remyroo

We bought the cooker in April 2020 and when it went wrong contacted Smeg not knowing that we should or could have gone to the retailer.