Neff Warming Drawer

Rdwill

Hi

I wonder if anyone can help me with explaining my Consumer Rights.

Last year I had my kitchen completely refurbished. A local firm made all the cabinets as well as supplying all of the kitchen equipment and fitting it all.

On the 17th March 2022, some 8 months after its installation in July 2021, the service light starts flashing on the Warming Drawer and the bowl part that heats up to warm the plates stopped working.

I phone Neff on the same day, the 17th March, and they book in a service for the 22nd March, great I think sorted in under a week.

The engineer arrives, but unfortunately he does not have the part he needs on his van. He rebooks the service for a fortnight later, the beginning of April, when he should have the part, a power module, available.

The beginning of April arrives, and I receive a text saying that due to an unforeseen circumstance my repair visit will need to be cancelled. I phone customer service and they tell me that the part is still not available, but should be in at the beginning of May. They state that they will phone me at the beginning of May when the part comes in to re book the repair service.

The beginning of May comes and goes, and we get to today, the 11th of May 2022, I decide to chase up the repair. The customer service advisor, advises me that the part (this power module) is still not showing as available, but it should be in “By the beginning of June 2022 and they will phone me to arrange a service when the part is in”. I can see a pattern developing here.

I have now had the warming drawer for 10 months, since July 2021, and it has been inoperable for the last 3 months. This is not something I expect from this piece of equipment considering the amount I spent on it and on Neff in general.

I contacted Neff through their website they confirmed what the service centre suggested that the part was due at the beginning of June and they have offered to extend the warranty of the warming drawer by 6 months (a little ironic as it’s still not working) to compensate for the time that I have been without the item. They are requesting that I provide some documentation to show that the installation was completed in July 2021.

I have not contacted the retailer yet, the firm that built the kitchen, as I thought that Neff would sort it all out. This Warming Drawer cost me about £436, and all in all I spent just over £6k on Neff appliances for the new kitchen, everything brand new.

What recourse do I have with regards to Consumer Rights, or do I have to put up with Neff's so unsuccessful attempts to fix and an extension of the warranty as compensation.

Thanks in advance.

zoob

Generally manufacturers guarantee start from date off sale and sales receipt covers that, for proof off purchase 
 Plus point to Neff if there covering from date off kitchen installation and it's totally understandable they want some sort off proof

Normally beyond 28days is considered unreasonable to wait for a kitchen appliance repair, but the way things are at the moment that can be a bit longer
But 3-4 months would be considered unreasonable wait time, even for a non essential kitchen appliance especially if the product is under 12 months old from date off purchase 

TadleyBaggie

Your consumer rights lie solely with the retailer, not Neff.

Sandtree

Rdwill said:

What recourse do I have with regards to Consumer Rights, or do I have to put up with Neff's so unsuccessful attempts to fix and an extension of the warranty as compensation.

None as you have decided to go down the warranty route with the manufacturer rather than the consumer rights route with the seller.

The law generally requires parties to act reasonably and leaves it up to the judges to determine what reasonable is when parties cannot agree. Unfortunately when there is a world wide shortage of parts what is reasonable will look different to when things are operating like they normally do. Realistically you can only have a conversation with Neff and explore with them at what point its deemed a write off and do they even have a complete unit to replace it with were that the case.