Ikea Mis sold Item

AmyM31

Hi all. Looking for some advice on an ongoing issue with Ikea regarding a mis sold item. 

We purchased an induction hob from ikea. It was ex display in the ‘bargain corner’ and was labelled as a specific model (item code) with specific features. After purchase we queried with ikea (over the phone and I have this confirmed in an email) who the manufacturer was so that we could then arrange an insurance policy for mechanical failure and accidental damage. This was based on the label sticker on the item and information on the receipt. 

The item then suffered accidental damage (glass smashed) we started the claims process through the insurance provider who advised that due to the policy we had purchased we were covered for a replacement. An engineer visited who also confirmed this, however upon further inspection he advised that the item was made by a different manufacturer so therefore he was unable to assist. After much investigation by myself based on the item code clearly marked on the back of the item and querying with customer service the receipt information it became apparent that there was a discrepancy and that the item we had purchased did not match the information on the receipt (was an older model, different manufacturer and item code). Subsequently our insurance policy was then voided.

Ikea have yet to resolve the issue. They have advised they can’t replace the item as they do not manufacturer that model. However there is an newer version with the same features (this is the item that ours was sold as). They have accepted it was there error and as a gesture of goodwill offered us a cheaper model, which doesn’t match the same features as the item we thought we were purchasing or the one we currently have. 

We have requested that ikea either replace the item with the newer model to match the item we currently have or cover the repair cost. As we were entitled to this through the insurance policy I don’t think this an unreasonable request. We have also now been without a hob for five month. However they are not willing to agree and have recommended ADR as a last resort.

Does anyone have any advice as to how we can resolve this?

bris

You smashed the item so you are not in a great position. They could refund you the price difference between the one you got and the one you thought you were getting.

How long have you had the hob? Personally I would take the goodwill gesture, they don't need to do what you want here.

Aylesbury_Duck

AmyM31 said:

Hi all. Looking for some advice on an ongoing issue with Ikea regarding a mis sold item. 

We purchased an induction hob from ikea. It was ex display in the ‘bargain corner’ and was labelled as a specific model (item code) with specific features. After purchase we queried with ikea (over the phone and I have this confirmed in an email) who the manufacturer was so that we could then arrange an insurance policy for mechanical failure and accidental damage. This was based on the label sticker on the item and information on the receipt. 

The item then suffered accidental damage (glass smashed) we started the claims process through the insurance provider who advised that due to the policy we had purchased we were covered for a replacement. An engineer visited who also confirmed this, however upon further inspection he advised that the item was made by a different manufacturer so therefore he was unable to assist. After much investigation by myself based on the item code clearly marked on the back of the item and querying with customer service the receipt information it became apparent that there was a discrepancy and that the item we had purchased did not match the information on the receipt (was an older model, different manufacturer and item code). Subsequently our insurance policy was then voided.

Ikea have yet to resolve the issue. They have advised they can’t replace the item as they do not manufacturer that model. However there is an newer version with the same features (this is the item that ours was sold as). They have accepted it was there error and as a gesture of goodwill offered us a cheaper model, which doesn’t match the same features as the item we thought we were purchasing or the one we currently have. 

We have requested that ikea either replace the item with the newer model to match the item we currently have or cover the repair cost. As we were entitled to this through the insurance policy I don’t think this an unreasonable request. We have also now been without a hob for five month. However they are not willing to agree and have recommended ADR as a last resort.

Does anyone have any advice as to how we can resolve this?

Isn't that your answer, right there?

Sandtree

What "insurance" did you buy? Most warranties arent insurance and many are supplied from the likes of D&G. You'd have insured it as an Ikea hob and it is an Ikea hob so confused as to why you say the insurance is invalid? 

sheramber

while you bought insurance with accidental damage you are not claiming through that policy.

if the insurance was voided they should have refunded the payments you made 

Ikea have no responsibility to cover accidental damage. They  could refund you what you paid and you would be back in the situation you started at.

Anything else is a goodwill gesture.



 

AmyM31

Sandtree said:

What "insurance" did you buy? Most warranties arent insurance and many are supplied from the likes of D&G. You'd have insured it as an Ikea hob and it is an Ikea hob so confused as to why you say the insurance is invalid? 

We bought our policy with domestic and general. It was insured as a whirlpool product, however the item is actually manufactured by Electrolux. The insurance company advised as it wasn’t the item we had given them the details for the policy was void and they couldn’t arrange the repair. I think we had to give them details such as the article number and when the policy was set up. 

AmyM31

sheramber said:

while you bought insurance with accidental damage you are not claiming through that policy.

if the insurance was voided they should have refunded the payments you made 

Ikea have no responsibility to cover accidental damage. They  could refund you what you paid and you would be back in the situation you started at.

Anything else is a goodwill gesture.



 

We have had the policy cancelled because we didn’t have the item that it was purchased for. I get that we caused the damage it’s just frustrating as we did everything possible to cover for any eventuality and it is due to Ikeas error that we are currently in this position. 

SaverRate

Surely there is a label on the actual item giving the model number etc which would then indicate the manufacturer? I assume this is how DG found it wasn’t the right item insured. Surely its down to you to insure the correct item? 

Aylesbury_Duck

What instruction and installation manual came with the hob?  The correct one for the actual hob, or the wrong one that matched the incorrect label?

Sandtree

AmyM31 said:

Sandtree said:

What "insurance" did you buy? Most warranties arent insurance and many are supplied from the likes of D&G. You'd have insured it as an Ikea hob and it is an Ikea hob so confused as to why you say the insurance is invalid? 

We bought our policy with domestic and general. It was insured as a whirlpool product, however the item is actually manufactured by Electrolux. The insurance company advised as it wasn’t the item we had given them the details for the policy was void and they couldn’t arrange the repair. I think we had to give them details such as the article number and when the policy was set up. 

Well there is part of your problem, it should have been insured as Ikea which is the brand of the item and is a brand you can insure with D&G... brands white label, buy large components prebuilt, it could be Whirlpool did the assembly but Beco produced the main induction component and another company made the glass. It isnt for you to work out the full supply chain but simply look at the brand on the front and quote that.

You technically have made a false declaration by stating it is a Whirlpool product and so that would void an insurance product. D&G write most of their products as a service plan not insurance and under that arm they have even wider grounds to cancel a policy if you didnt read the Ikea it states on the front and gave some other random brand.

Whirlpool, Electrolux and Ikea all cost the same to insure with D&G but CIDRA gives the insurer the automatic right to void a policy with an intentional or reckless false declaration and retain the premiums

HarryDavies01 said:

Surely there is a label on the actual item giving the model number etc which would then indicate the manufacturer? I assume this is how DG found it wasn’t the right item insured. Surely its down to you to insure the correct item? 

Doesnt need the model number, D&G dont ask for it, they ask for the brand and the OP has an Ikea unit but declared it as Whirlpool as they believed that to be the underlying manufacturer. As soon as they see the top of the device with the wrong brand it;s a false declaration  

p00hsticks

Apologies if I've missed it, but I can't see any mention of  timescales here, other than that you've been without a hob for five months (which is presumably when the glass broke ?). How long is it since you actually bought the item ? The amount of usage you got from it prior to the breakage is going to influence the remedy offered, and also highlight how important (or otherwise) to you the additional features that you thought you had but didn't and appeared not to miss were ....