Ikea faulty cooker hood

the_lunatic_is_in_my_head

RuthL said:

Went through the drawers last night to find the guarantee and paperwork, the wording on it says that they will send an engineer to “repair the defective product or replace it with the same or a comparable product”

Tried calling back this morning and was met with one of the rudest customer service people I have ever spoken to, her answer was that I have to pay the £250 or have a refund. She was actually shouting this over me when I was trying to explain that even the guarantee says that it would be replaced with the same product with no mention of having to pay any difference in prices. She just kept repeating it over and over.
I have now tried calling the store I purchased it from and they are to call me back tomorrow as there was no manager in today.

OP forget CS and complain higher stating your consumer rights.

Responses above about them only needing to offer a refund isn't strictly correct, you have the right to a refund if they fail to adhere to their obligation of a repair or replacement (or if it's impossible or disproportionately expensive, Ikea may say that the replacement is disproportionately expensive in which case take the refund but you don't need to plant that seed in their mind and it would be interesting to know their actual cost in replacing as it won't be £500). 

RuthL

Finally have an update on this....

I called my my local store who I purchased the hood off to speak to them as customer services didn’t want to know. The manager called me back and honestly couldn’t believe what I was being told by customer services, he said that there was no reason I should be having to pay for a new one. He has arranged for the exact same one to be delivered and fitted for me at no cost. It was so nice to finally be talking to someone who’s response wasn’t just “well the computer says this” 😤

the_lunatic_is_in_my_head

Thanks for posting back to let us know, great to hear you a had a result.