Ninja foodi error code but out of warranty

Niknw59

Hi wondered if you could help.

I purchased a ninja foodi OP500UK 9in1 24/12/2021. Coming to use it yesterday it came up with an error code saying 'vent open' meaning the vent to the pressure cooker. I tried using the pressure cooker lid again to see if the problem would rectify but this didn't work. Upon looking up error codes on Google I came across the Facebook page where it seems the units have had this problem for years and nobody has had any luck getting them fixed.

I telephoned ninja customer services who linked to my phone by video to see the error. The agent said well unfortunately you need a new base we have none in stock so you will have to buy a new unit, I replied I don't want to buy a new unit I've not had this long. He looked up my details and said your a month out of warranty so we can't replace it for you. I said I still don't want to buy another unit. He said we can offer a 50% discount. I replied again that I do not want to buy a new unit I either want this one fixed or a new unit and I'm not paying for it. I said can I speak to a manager,he said the manager will tell you the same. I said tell your manager I'm getting in contact with trading standards as this is an on going problem you have had with this unit for years you are doing nothing about and expecting people to just buy another unit, it's disgraceful as they aren't cheap. He went of the phone for approx 3mins coming back saying my manager has said the same you can have 50% discount. I said I will get intouch with trading standards I'm disgusted. 

I left the call. 

I have since sent another email to ninja saying there product is not fit for purpose. 

I'm aware I have another 8 functions to use so should be happy with 50% off but the function that doesn't work is the main one I use,plus I have another ninja unit which does probably 5 of the functions on that one.

Can anyone offer me some help with this please

pinkshoes

Did you purchase it directly from Ninja?

You need to be claiming under the Consumer Rights Act rather than the warranty and claim through the retailer not the manufacturer.

As it is over 6 months old you will need a report showing it has failed due to an inherent fault and not misuse.

Niknw59

It was purchased direct from ninja.
Thank you for the reply

screech_78

Oh dear, you’ve handled this all wrong. 

Firstly, you have no rights against Ninja unless you bought it directly from them. Even then, it’s not under warranty so have no claim under that. A warranty is in addition to your statutory rights. 

If you want to claim under your consumer rights, then you’re going to need a report that states this has failed due to an inherent fault. If this finds in your favour, you go back to the retailer that you bought it from. They then need to offer a repair, replacement or (partial) refund. 

Why you’ve mentioned trading standards, I don’t know. That’s of no use to you. 

Niknw59

I did say I have brought direct from ninja but you were probably halfway through your message. 
People have been reporting this problem to them for years and being told by ninja they can't do anything about it they have to buy a new unit. I believe they are still selling them knowing this is an on going problem 

screech_78

Ok, so if they won’t offer anything further, you need to claim on your consumer rights but you’re going to need an independent report to do so. Bear in mind though that they can offer a partial refund to account for the years use you’ve had of it, even if the report finds in your favour. 

Aylesbury_Duck

You've shot yourself in the foot with your approach.  Getting cross with the call-handler at a company with which you may have no contract, threatening to call Trading Standards and dismissing their (arguably reasonable) offer of a 50% discount on a new unit means your only route is now consumer rights.  That means you'll have to go to the trouble and expense of getting an independent report to show the fault is an inherent one, and even then, the retailer (not Ninja, unless you bought directly from them) has the choice to repair (which they can't do because the part isn't available), replace or refund.  Any refund can be adjusted to account for use to date and the fact that much of the functionality is still available.

In the light of all that, a half-price new unit looks a very reasonable offer, which you've now spurned.

the_lunatic_is_in_my_head

OP I would send a letter before action (templates on Google) stating the goods do not conform to the contract in terms of durability and as they are unable to repair or replace request a refund (maybe 80% if such a thing should last 5 years or adjust to whatever is typically expected).

As above, as it’s over 6 months the onus is on you to prove the problem is not due to misuse, user error (typically by way of an independent inspection) but for the cost of a stamp as a bluff they may give you a better offer than 50% off a new one. 

If they didn’t you’d have to decide whether to go to the trouble of having the inspection or accepting their 50% offer (or writing off the whole unit). 

Niknw59

Aylesbury_Duck said:

You've shot yourself in the foot with your approach.  Getting cross with the call-handler at a company with which you may have no contract, threatening to call Trading Standards and dismissing their (arguably reasonable) offer of a 50% discount on a new unit means your only route is now consumer rights.  That means you'll have to go to the trouble and expense of getting an independent report to show the fault is an inherent one, and even then, the retailer (not Ninja, unless you bought directly from them) has the choice to repair (which they can't do because the part isn't available), replace or refund.  Any refund can be adjusted to account for use to date and the fact that much of the functionality is still available.

In the light of all that, a half-price new unit looks a very reasonable offer, which you've now spurned.

If you'd paid £250 for a unit that lasted 13mths I think you would be cross, I was more annoyed. The units have been hyped up half of last year to save people money on their electricity bills. People probably have found it difficult forking out for one and to think it might not last them till next Christmas makes me more annoyed. 
But anyway thank you everyone for your comments I'll see which path I think I need to go down

m0bov

How did you pay for the item??

Aylesbury_Duck

There's a difference between being annoyed at a company's poor product (I would be the same, in your shoes), and getting cross with and making threats to someone employed to help, particularly when you may be on shaky ground rights-wise and a reasonable offer was made.  A more charming approach might elicit a better offer, it's worth a try.