Fulfilling parts guarantee

Hamiltons

I bought a range cooker with a 1 year parts and labour and 4 years parts guarantee. The thermostat has packed up within four years but the company say they no longer have the part and can't help and I'll need to source the part myself. Are they correct - do they not have to fulfil the guarantee?

Manxman_in_exile

What do the T&Cs of the guarantee say?

Particularly about the (non-) availability of spare parts...

SpudGunPaul

Hamiltons said:

I bought a range cooker with a 1 year parts and labour and 4 years parts guarantee. The thermostat has packed up within four years but the company say they no longer have the part and can't help and I'll need to source the part myself. Are they correct - do they not have to fulfil the guarantee?

What does the guarantee say about such a situation?

user1977

Does anywhere else stock the part?

zoob

What's the make of the range cooker? 

Hamiltons

The T&Cs say ... 

1. On the occasion that a product is over 2 years old but is within the overall warranty period and is considered by us to be beyond repair, or uneconomical to repair, then a discounted replacement appliance may be offered and a charge for an appropriate monetary offset in respect of the period of use already enjoyed will be made

The make is CDA and as I don't know what part is needed (as I'm not a gas cooker engineer) I haven't looked to see if anyone else has the part

Alderbank

...On the occasion that a product is over 2 years old but is within the overall warranty period and is considered by us to be beyond repair, or uneconomical to repair, then...

No way is your oven beyond repair, or uneconomical to repair, just because a thermostat has failed and needs replacing!

For example, Buyspares stocks 73 different CDA cooker thermostats priced from about £16 to £47.
Enter your model number in their website and it will tell you the exact version you need.
https://www.buyspares.co.uk/cda/cooker-oven/thermostat/catalogue.pl?shop=cda&path=360955&refine=thermostat

Other suppliers are available.

Replacing an oven thermostat is a ten minute job for an engineer and an easy DIY fix if you are confident.

oldagetraveller1

Even some random generic thermostat might work and fit perfectly well.

It's only an adjustable switch with a temperature probe.

I suspect most ovens operate at a very similar temperature range.

How has it been determined the thermostat has packed up? Is that a 100% positive diagnosis?

DullGreyGuy

Hamiltons said:

The T&Cs say ... 

1. On the occasion that a product is over 2 years old but is within the overall warranty period and is considered by us to be beyond repair, or uneconomical to repair, then a discounted replacement appliance may be offered and a charge for an appropriate monetary offset in respect of the period of use already enjoyed will be made

The make is CDA and as I don't know what part is needed (as I'm not a gas cooker engineer) I haven't looked to see if anyone else has the part

Thats not the right clause

Any T&Cs written by a quarter competent lawyer would have a carve-out for obsolete parts... in a more generous set of terms they'd give you the last price for the part if no longer available. 

Hamiltons

They haven't said why the oven isn't heating up, when I set it for 200c it only goes up to 120c-130c, I jus thought of a thermostat because it's the only word I could think of. I've had to pay a £120 call out charge and they say that I'll lose that if they come out and look then tell me the part that is needed is no longer available. I can't see anything in the T&Cs about non-availability of parts, just this ....

What is covered by the warranty

1. Repairs required to the product as a result of defective materials or components, or manufacturing defects.
2. Functional mechanical/electrical replacement parts necessary to repair a product.
3. Costs associated with providing a CDA approved engineer to carry out the repair.

Alderbank

It's not in dispute that you are out of the parts & labour part of the warranty and in the remainder which is parts only.

CDA describe how it works quite clearly.

They won't send you any parts. To activate this part of the warranty you must pay a call-out fee for their engineer to attend. If he can fix it he will but they say that any free parts must be fitted by their CDA appointed engineer and repairs will be carried out using original spare parts. In other words if the necessary parts are not available from CDA then he won't be able to carry out the repair (he might be willing to tell you what you need to order from eSpares or Buyspares and he might show you how to fit them).

You said this is a free warranty with your purchase. It sounds to be priced about right.

Helpfully, on their warranty pages CDA remind you that their warranty is in addition to your consumer rights and claiming on your consumer rights might be better than their warranty.
Your consumer rights are with the retailer who you bought the range from. To claim under your consumer rights you might need to get an independent report about the fault.

Who is the retailer you bought it from?