Extended warranty problem with Amazon

ToLeadABetterLife

Hi,

If a manufacturer, German, decides to ignore my customer service warranty requests (they know I bought it from Amazon as I supplied the receipt) is that the end of the road for me? Amazon say after 2 years they wont help.  Many thanks.

Background info:

I bought a non stick pan from Amazon and was sucked in by the 8 year manufacturer warranty. 4 years on the non stick coating has failed. I emailed the manufacturer and 6 weeks on nothing, I tried again last week and this time no automated reply (do they know I have emailed them already!). And Amazon asked me to contact the manufacturer again, so I did that last night but am expecting nothing back.

I have read reviews on Amazon and on Trust Pilot that mirror my experience so I am wondering if the company know Amazon won't help me post 2 years on and if they just decide to stonewall customers who bought via Amazon.

I did point out to Amazon this is the behaviour of this company and why would they continue to perpetuate this issue, but haven't heard from Amazon on that.

 
Best regards

Angus

screech_78

Warranties are in addition to your consumer rights and if the warranty is with the manufacturer, you’ll need to try and persevere and keep bugging them. 

If you were to go down the consumer rights angle, your rights are with Amazon but you’d have to prove an inherent fault and they can replace, repair or offer a partial refund. And after this long I doubt you'd get much back. 

RefluentBeans

As screech said, the warranty is with the manufacturer and in addition to your consumer rights. 

Who did you buy the pans off? Was it sold and shipped by Amazon (ie the retailer is Amazon) or sold on Amazon but a third party retailer. If you go the order, there should be an option to download the invoice. That should have a sold by section on there (as any listing now may be updated or changed sellers, as Amazon can be a marketplace). 

Your consumer rights are with those people, and it may be worth pursuing those with the retailer rather than attempting to deal with a manufacturers warranty. If it’s Amazon, they tend to wash their hands after 2 years, but they still have an obligation to uphold the CRA. 

If a third party seller, then the rights only apply to you if they are a UK seller. In this case, there’s very little Amazon can do as it’s down to the seller to fulfil their obligations. Your only recourse is likely through the warranty procedure and that can be long and have a load of pitfalls in. 

Okell

ToLeadABetterLife said:

... I bought a non stick pan from Amazon and was sucked in by the 8 year manufacturer warranty. 4 years on the non stick coating has failed...

Do you mean that amazon (or the seller if not Amazon) made a point of featuring the manufacturer's 8 year guarantee in the product details, and that was why you bought it?