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Faulty Panoramic Electric fire - how to deal with seller

Hi all,
I would really appreciate any advice please.

I purchased a panoramic heater 205cm version Electric heater from wayfair for £1399 which was delivered 30th of June. I opted to pay via Klarna with with 3 installments.  By the time the media wall was complete, it was around 2nd week of August. It was working all fine then around the 24th of August, the remote had stopped working where i'm not able to turn on the heater. I can only turn on the heater with the buttons on the actual heater itself. I called up customer services and they sent a replacement remote which was delivered a few days. However, it appears that the remote is not the issue but the actual heater. When I spoke customer services initially, I did ask what would happen if the heater is the problem and was told that I would have to send back the heater for a replacement. As you know, this type of heater is not something that i can just pull out as by design it is embedded into the media wall itself.

I feel rather frustrated that the heater has developed a fault almost immediately after installation. I feel that it's rather unfair that i'd have to break the media wall, pull out the heater, pack it up and return it. The media wall cost me £3700 only to break the bottom half to pull out the heater.  we've had out new sofas etc delivered too and would cause a lot of dust and mess as replastering of the media wall would be needed.

Wayfair has contacted the manufacturer and i'm waiting for a reply.
Would it be just a case where I would have to fork out about another £600-800 out of my own pockets if a replacement the faulty heater? Do i have any rights here to ask seller/manufacturer to cover the cost of this?

I've attached the a photo of the media wall.  the whole of the bottom part will have to be broken, rebeaded and plastered again.

Comments

  • HampshireH
    HampshireH Posts: 4,676 Forumite
    Seventh Anniversary 1,000 Posts Name Dropper
    edited 10 September 2023 at 1:34PM
    Is the media wall not built to be able to remove the heater? I thought they were usually built to slot these sort of things in..... Precisely for when things go wrong and need replacing.

    The company aren't responsible for repairing the wall. They will most likely offer to replace it. They may offer a gesture of goodwill for the inconvenience

    It all looks very nice btw. Very smart
  • Hello OP

    The trader is responsible for the reasonable costs of arranging a replacement including but not limited to, including in particular the cost of any labour, materials or postage

    https://www.legislation.gov.uk/ukpga/2015/15/section/23

    I know they are a pretty big company but no idea what their service is like, best to wait and see what they come back with, I guess a new remote would be the easiest step to try first if they/the manufacturer are willing to send one out. 


    In the game of chess you can never let your adversary see your pieces


  • It all looks very nice btw. Very smart
    This particular one has drywall edging around the sides where you place the plasterboard around the lip of the heater and it's the only way to install.

    Thank you.... :-:smile:
  • Hello OP

    The trader is responsible for the reasonable costs of arranging a replacement including but not limited to, including in particular the cost of any labour, materials or postage

    https://www.legislation.gov.uk/ukpga/2015/15/section/23

    I know they are a pretty big company but no idea what their service is like, best to wait and see what they come back with, I guess a new remote would be the easiest step to try first if they/the manufacturer are willing to send one out. 


    Thank you for the link...it's very useful.

    A remote has already been sent and still not working unfortunately.

  • Just a quick update just in case if anyone else comes across the same issue.  It turned out to be that the remote was out of sync with the heater for some reason and the manufacturer provided the following instructions via email which is not included in the manual:

    1. turn the fire off from mains leave off for a min

    2. turn fire on from mains do not press anything on the control panel on the fire

    3. wait for red or amber light to come on on the fire screen

    4. whilst this light is on press on off button on remote a few times and this should sync the remote (do not hold the button down it needs to be pressed on off on off)


  • Just a quick update just in case if anyone else comes across the same issue.  It turned out to be that the remote was out of sync with the heater for some reason and the manufacturer provided the following instructions via email which is not included in the manual:

    1. turn the fire off from mains leave off for a min

    2. turn fire on from mains do not press anything on the control panel on the fire

    3. wait for red or amber light to come on on the fire screen

    4. whilst this light is on press on off button on remote a few times and this should sync the remote (do not hold the button down it needs to be pressed on off on off)


    Glad to hear you got it sorted OP and didn't have to take the wall apart :) 
    In the game of chess you can never let your adversary see your pieces
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