Broken Salter Air Fryer - apparently parts not available

Broughski

I purchased a Air Fryer 13 months ago and because of the design managed to drop the outer basked several times (release button is where your thumb is when carrying it).

Anyway I thought lets get on the manufacturers website and order a new basket holder, I did drop it even if I think it is a bad design.

This was at 11 months old, the part was out of stock but was on the way from their manufacturer in China.

Email received last night but had the wrong part showing, they sent a link for the basket not the basket holder.

I replied and to be fair they have replied twice today, first to say they didn't have any record of my order (remember that they emailed me), then another to say - "Unfortunately, we do not have this part available. This is not a part that we obtain from the factory as it is not classed as a consumable part".

They have also said - "we would advise looking online via Amazon or eBay to see if they have any universal parts" in my reply I have reminded them that a "universal part" if available wont be designed for this Fryer and would possibly be dangerous.

So I have replied saying that consumer companies should supply spare parts for up to 7 years after manufacture, I recall this from my Retail days.

I'm not after a freebie part, but want it replaced with a new part.

Any advice?

Purchased from Amazon Nov 2021 (13Months)
Salter Air Fryer XL

Manxman_in_exile

Broughski said:

... So I have replied saying that consumer companies should supply spare parts for up to 7 years after manufacture, I recall this from my Retail days...

Hmmm.  I'm not sure if your recollection from your retail days is correct.  I don't think there's any obligation on either retailers or manufacturers to supply parts for seven years.

I think if you are saying that it's damaged because you dropped it then you haven't really got any recourse against anybody.

I suppose you could argue with the retailer that it wasn't fit for purpose because of the bad design causing you to drop it... ?

Aylesbury_Duck

Broughski said:

I purchased a Air Fryer 13 months ago and because of the design managed to drop the outer basked several times (release button is where your thumb is when carrying it).

Anyway I thought lets get on the manufacturers website and order a new basket holder, I did drop it even if I think it is a bad design.

This was at 11 months old, the part was out of stock but was on the way from their manufacturer in China.

Email received last night but had the wrong part showing, they sent a link for the basket not the basket holder.

I replied and to be fair they have replied twice today, first to say they didn't have any record of my order (remember that they emailed me), then another to say - "Unfortunately, we do not have this part available. This is not a part that we obtain from the factory as it is not classed as a consumable part".

They have also said - "we would advise looking online via Amazon or eBay to see if they have any universal parts" in my reply I have reminded them that a "universal part" if available wont be designed for this Fryer and would possibly be dangerous.

So I have replied saying that consumer companies should supply spare parts for up to 7 years after manufacture, I recall this from my Retail days.

I'm not after a freebie part, but want it replaced with a new part.

Any advice?

Purchased from Amazon 

Are you sure you're correct about the seven years relating to that particular part?

If you believe there to be an inherent fault with the design, you might consider pursuing your consumer rights to a replacement or partial refund from Amazon.  It may not be worth it if it was a relatively cheap unit, though. It would involve you getting someone independent to inspect it, confirm a fault (in this case, an inherent design flaw) and then going back to Amazon for their response.

Alderbank

As the late queen said, 'Recollections may vary'.

You could be thinking of the 'Ecodesign for Energy-Related Products and Energy Information Regulations 2021'?
These require manufacturers and importers of certain categories of products to make spare parts available for a minimum of 7 years.
The categories are strict and are defined in the regulations. They are: household washing machines/washer driers, dishwashers, refrigerators, and electronic displays.

Consumer champions including Which? have criticised these categories, saying it is bonkers that refrigerators are included but cooking appliances are not.

Unfortunately I think your air fryer would be categorised as a cooking appliance.

Lomast

Most spare part requirement under the above regulations also only apply to professional repairers only specified consumable parts must be made available to the end user

TELLIT01

I don't know the item in question, but why continue to carry it in a way that they know causes the outer basket to be released?  I accept that the design may contribute to the problem, but on the face of it a problem which can be avoided.

sheramber

Can you not buy the complete unit- holder and basket?

powerful_Rogue

Broughski said:

I purchased a Air Fryer 13 months ago and because of the design managed to drop the outer basked several times (release button is where your thumb is when carrying it).

Anyway I thought lets get on the manufacturers website and order a new basket holder, I did drop it even if I think it is a bad design.

This was at 11 months old, the part was out of stock but was on the way from their manufacturer in China.

Email received last night but had the wrong part showing, they sent a link for the basket not the basket holder.

I replied and to be fair they have replied twice today, first to say they didn't have any record of my order (remember that they emailed me), then another to say - "Unfortunately, we do not have this part available. This is not a part that we obtain from the factory as it is not classed as a consumable part".

They have also said - "we would advise looking online via Amazon or eBay to see if they have any universal parts" in my reply I have reminded them that a "universal part" if available wont be designed for this Fryer and would possibly be dangerous.

So I have replied saying that consumer companies should supply spare parts for up to 7 years after manufacture, I recall this from my Retail days.

I'm not after a freebie part, but want it replaced with a new part.

Any advice?

Purchased from Amazon Nov 2021 (13Months)
Salter Air Fryer XL

This is probably the worst thing you could have done. Many others fall into similar traps either quoting wrong legislation or incorrect information. It's a good way of foregoing any goodwill and shows the company/retailer you have little to no idea what your rights are.

Broughski

TELLIT01 said:

I don't know the item in question, but why continue to carry it in a way that they know causes the outer basket to be released?  I accept that the design may contribute to the problem, but on the face of it a problem which can be avoided.

It would be ideal if you could hold the bottom but it is steel and usually at 180'C or higher when you take it out, it was early in the use of it, that this happened, I just wanted to buy a new basket holder.

Broughski

sheramber said:

Can you not buy the complete unit- holder and basket?

Nope, just the inner basket, which is fine

Broughski

Anyway, thanks for all of the replies, I now have a resolution.