Oven dead within 21 months 5 January at 9:39PM in Consumer rights 10 replies 357 views

Viking64

We bought a combi micro oven for the thick end of 600 in spring of 2019. By September it had completely died. Zanussi replaced the whole mother board. In December 22 it died again. The retailer won't replace it. I think it has not been of satisfactory quality. The retailer says they want a report from the manufacturer saying it was defective from the word go. Like they're going to do that! I thought an independent report would be more realistic. Does anyone know for sure whether we have to go down this path or whether we are within our rights to have an independent report? I'd be grateful for expert knowledge or a reference to a reliable source. I think we should be covered under the Consumer Rights Act. Fingers crossed. And thank you.

diystarter7

Hi

How do you clean it? Its not a catch you out question.

Thanks

SiliconChip

Edit: don't bother to read what I posted as the OP's inability to remember when the purchase was made has invalidated much of what I wrote. I'm out.

I'm not sure this is a battle you're going to win.

You've had the oven for almost 4 years, and we can presume for more than 3 years it's worked well enough for you not to have any issue with it. While it may have been defective from the start the defect was repaired and by continuing to use it you accepted that repair. While you can certainly get an independent report (it doesn't need to be from the manufacturer) I'd be very surprised if the report supports your position, which would mean you'd also be out the cost of getting the report done.

And even if the report does support you then you'd have very little chance of a replacement, the retailer would be most likely to offer you a partial refund, reduced by the use you've already had from the oven, maybe up to £200 if they're feeling generous.

PS Not sure where the 21 months in your title comes from.

macman

I think the OP is under the erroneous impression that the manufacturer warranty resets to 12m/24m or whatever after each repair.
OP, what do you think it is worth after 4 years use? I'm guessing less than £50?

Viking64

Apologies. The appliance was bought in 2021, not 2019. 
I'm not under the impression that the guarantee resets. This is about the consumer rights act which states that appliances should last for an appropriate amount of time. If they fail early, it can be argued that there was poor workmanship in the first place. 
So my actual question is, are we ot within our rights to have an independent report on it? Having a manufacturer's report feels wrong...vested interest. Does anyone know for sure?
Thank you and apologies for the confusion.

Aylesbury_Duck

Yes, you have the right to commission your own inspection and report.  In fact, the retailer doesn't have to do anything without it.  If your report shows on balance that the problem is an inherent one (and assuming their own report doesn't contradict that), you can force the retailer to repair, refund or replace (their choice), plus refund you the cost of your report.

MalMonroe

Hi, have a look at the information in the following link, from this very site -

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

A combi microwave should certainly last longer than 21 months, even with or without repairs. See under "your rights when buying goods" in the link.

There's also this - https://www.moneysavingexpert.com/reclaim-consumer-rights/

See the section about Section 75 if you bought the item on a credit card - or even on a debit card.

If there's any report to be obtained, yes it should definitely be independent but I'd not try that until I'd exhausted all my other consumer rights, which you certainly do have in this case.

sevenhills

If you Google the model number of the oven and fault. If you get numerous results with the same fault, then it could be an issue.
Ask the manufacturer if they are happy that their ovens only last xx months.

born_again

MalMonroe said:

Hi, have a look at the information in the following link, from this very site -

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

A combi microwave should certainly last longer than 21 months, even with or without repairs. See under "your rights when buying goods" in the link.

There's also this - https://www.moneysavingexpert.com/reclaim-consumer-rights/

See the section about Section 75 if you bought the item on a credit card - or even on a debit card.

If there's any report to be obtained, yes it should definitely be independent but I'd not try that until I'd exhausted all my other consumer rights, which you certainly do have in this case.

S75 does not cover Debit Cards. Only option would be a chargeback, but given item was purchased in 2021, then there is not hope as well passed 120 days. As well as OP said developed fault. Chargebacks only cover faulty from new.

HillStreetBlues

If it's the same fault as the first, will that show it's inherently faulty?

Money_Grabber13579

HillStreetBlues said:

If it's the same fault as the first, will that show it's inherently faulty?

Not necessarily. Not say that this is the case, but if the OP was doing something they shouldn’t with the oven and that was causing a part to fail prematurely, then a series of failures of the same part wouldn’t indicate that it was of unsatisfactory quality. Ultimately, the OP needs something which says there has been a manufacturing defect and can’t just rely on multiple failures.