Ninja cooking pot gone wrong Argos and Ninja won't help or honour warranty

FonsoBoy123

I wonder if any one can give me some advice. Back in April I brought a ninja 15 in 1 cooking pot. I had saved up for months to buy it.

I brought it at Argos and it cost me over £270. Due to how expensive it was I stupidly decided to take out the extra insurance through Argos for it at time I purchased it. It was only £2.50 per month and at time I thought it was worth it.

Any way this week pot has started to go wrong. Constantly beeping and saying add pot, despite pot being in machine.

I have tried every trouble shooting step, in instruction manual and on ninja website, nothing worked.

I decided to contact Argos as that's where I got it from, as was still in warranty. I'm deaf so phoning is out of question, I looked all over there website and could not find any email address. I went on X (formally Twitter) and tried to send a message to them but just kept being put  through to a chat bot that was useless,.

I then found a rather hidden link on Argos website to live chat. So tried live chat and managed to speak to someone, but they refused to help, basically told me to speak to ninja.

I then got out my insurance policy for ninja pot and on first page it says to go to a website and you can click a button and book a repair online.

So tried this, but when went to website and logged in, there was no option or button to book a repair online. It just said to ring a number.

I can't phone as like said I'm deaf. I went on live chat again, and they refused to help just told me to phone despite me telling them multiple time I can't because I'm deaf.

I gave up and decided to contact Ninja directly, they are refusing to help, say they can't help via email, web chat or via X and that they only offer support via phone. I even emailed ninja proof of purchase but it made no difference.

I've explained to them multiple times that I'm deaf and can't phone, but they just don't listen, it's like they can't read or something.

I'm at my Witt's end, I have a very expensive cooking pot that I can't use, that is still in warranty, and has insurance cover but no one wants to help me.

It seems so descriminating and insulting to ask a deaf person to phone.

Am I wrong to think they should provide another way for deaf people to contact them instead of by phone or am I being unreasonable.

And before any one asks why don't you get someone else to phone for you, I have tried that even though I shouldn't have to and both Argos and Ninja refused to speak to them even with me standing next to them. They say they will only speak to me directly.

Any one got any suggestions where I go from here, what my next step is.

Can I take back to a local store if brought from Argos online.

Will they be able to help in-store or would I be wasting my time.

Any advice or suggestions much appreciated

Thanks in advance

Alderbank

People who are hard of hearing or deaf use Text Relay to make phone calls. It is an Ofcom requirement for that service to be available.

Argos also seem quite proud that they partner with SignVideo in providing a Video Relay Service (VRS), enabling the Deaf community to communicate with Argos in British Sign Language.

Are you saying that these services are not working for you?

FonsoBoy123

I did try the video relay service but they said they could not help me either. They were as useless as live chat. Told me to contact Ninja too.

As for text relay or relay UK, I have tried using it a few times and personally hate it, in my opinion it's like trying to play a game of Chinese wispers, and alot of the time it just doesn't work, or you get disconected. I should not have to deal with a middle person just because I'm deaf.

I don't understand why in this  day and age with all the modern technology we have that you can't communicate with a company directly in writing but have to use old fashioned phoning.

Brambling

You say you've brought it in April, Is it still within 6 months of purchase? 

' Within six months of purchase , it's up to the retailer to prove that you caused the problem with the goods: if they can't they'll have to repair or replace the goods or give you a refund if that's not possible'

FonsoBoy123

Brambling I have had it just a couple of days over 6 month.

I do have insurance for it though through Argos but that seems a waste of time and money too now.

Brambling

It looks like Argos care doesn't cover breakdown cover until after the manufacturers guarantee ends 

The Argos website offer sign video but I'm not sure if that is helpful to you as I don't want to assume you sign, they also except calls via Relay Uk and offers a link to Facebook or twitter 

https://www.argos.co.uk/help/contact-us/

Alternatively is your nearest Argos close enough to ask your friend to go with you and give them permission to communicate face to face 

Cloth_of_Gold

Brambling said:

It looks like Argos care doesn't cover breakdown cover until after the manufacturers guarantee ends 

The Argos website offer sign video but I'm not sure if that is helpful to you as I don't want to assume you sign, they also except calls via Relay Uk and offers a link to Facebook or twitter 

https://www.argos.co.uk/help/contact-us/

Alternatively is your nearest Argos close enough to ask your friend to go with you and give them permission to communicate face to face 

I think that the OP has tried that. OP, I think perhaps you could try and again and if they refuse insist on seeing the manger and quote the Equality Act, as I'm sure thy must be in breach of it. If they still refuse to help you then try contacting  the equality advisory service. They have an online contact form so you can do it in writing. https://www.gov.uk/equality-advisory-support-service

You really have been treated disgracefully imo and I hope you get the matter resolved. 

sheramber

As you are claiming under the guarntee you need to contact Ninja.

Try quoting their Terms and Conditions to them and refer them to  the Equality Act.

 9. If there is a problem with the product

• Please be aware that we make different arrangements for return of products where you advise us that you have a complaint relating to any product we have supplied you with. Contact our customer service team on 0800 8620453 or email, we will explain how we will assist you in completing the return of the products to us.

https://ninjakitchen.co.uk/terms-and-conditions

TELLIT01

Alderbank said:

km1500 said:

do you have anyone who can call on your behalf

Why not read the thread?

You could start at 'And before any one asks why don't you get someone else to phone for you...'

With respect, responding that way to somebody who is trying to help is not a good starting point.  The original post was somewhat lengthy and many would have given up completely.

FonsoBoy123

I think I'm close to loosing my sanity, I'm just being sent around in circles. I have been in touch with Argos again this morning and they again refused to help and told me to again phone ninja.

Contacted ninja and they just won't help, I'm just getting constant rudeness. I'm just getting no where.

In last email I just received they claim they need my wife's permission to speak to me despite this being nothing to do with my wife, my wife didn't buy it I did and recipt and all paper work is in my name. 
So I don't know where my wife fits in to this nonsense or why they need to speak to her, I've never even mentioned my wife in any communications I've had with them and she has never spoken to this company before.


I give up I really do, I don't think I'm ever going to get it fixed. Both Argos and Ninja just don't care.  I now have a very expensive paper weight that is only just over 6 months old, that neither company want to help me with  and apparently a warranty isn't worth the paper it's written on. It seems warranty means nothing.

This was the first time I've brought something brand new, I won't ever buy any thing brand new again it's just not worth it, you don't get piece of mind. You just spend more money for nothing.

I'll go back to buying things second hand, will save alot of money and if goes wrong I'll just replace my self like have to even if buy brand new anyway.

Lesson learn dont buy any thing from Argos and definitely do not buy ninja Products, 
Both companies are awful.

Jumblebumble

sheramber said:

As you are claiming under the guarntee you need to contact Ninja.

Try quoting their Terms and Conditions to them and refer them to  the Equality Act.

 9. If there is a problem with the product

• Please be aware that we make different arrangements for return of products where you advise us that you have a complaint relating to any product we have supplied you with. Contact our customer service team on 0800 8620453 or email, we will explain how we will assist you in completing the return of the products to us.

https://ninjakitchen.co.uk/terms-and-conditions

I think you may be confused as my understanding is that Ninja have not supplied the OP with anything
Therefore any quoting of this and the  suggestion that  Ninja are breaching the equality act  is likely to go in the nearest dustbin