Being charged to return faulty oven

Joedyr2006

I have an issue with my oven. 

I bought the oven in 02/21 with a 5 year warranty. Over Christmas the bottom element stopped working so I called to get this repaired and I was told it only had a 2 year warranty. 

I called the company I bought the oven from and following some checks they have said it was the mistake and it shouldn’t have said that it had 5 year warranty. 

They have said the cost of the repair is uneconomical and will refund what we paid less 30% due to it being nearly 3 years old. They have also said I must cover the cost of £150 to return the oven using their courier. 

Is this correct? How can I be made to pay for the return when it is their error?

sammyjammy

your post doesn't make sense, if its just the element why can't you get it replaced?

liviboy

A new element will probably cost less than the 30% deduction of value for your refund and certainly less than the £150 courier (which doesn't seem right to me anyway).

An element is usually a really easy DIY job to change. If you give the cooker model we can find the instructions and part.

Joedyr2006

I have 5 year warranty documents and this should be covered but the company made a mistake by giving 5 year warranty. 

I asked them to change the element and the below is what I received back from them. 

Dear Joedy,

After liaising with the manufacturer, it has become apparent that arranging a repair for your appliance is not feasible due to its age and the unavailability of required parts. Regrettably, we are left with no alternative but to consider the appliance as beyond repair, and process a refund for you, deducting usage charges in accordance with the Consumer Act.

Considering that you have derived more than 2 years of use from the appliance, the refund amount will be less 30% of what you paid for it, reflecting the deduction for usage charges.

Please be advised that the cost of returning the faulty appliance to us is not covered, and you would need to bear this expense. To facilitate the return, you can either arrange collection through our couriers for a fee of £150 (inclusive of VAT) or use a courier service of your choice.

Kindly inform us of your preferred course of action so that we can provide you with more detailed information on the next steps.

If you have any queries or require further assistance, please do not hesitate to get in touch with us.

Thank you for your understanding in this matter.

ArbitraryRandom

Joedyr2006 said:

I have an issue with my oven. 

I bought the oven in 02/21 with a 5 year warranty. Over Christmas the bottom element stopped working so I called to get this repaired and I was told it only had a 2 year warranty. 

I called the company I bought the oven from and following some checks they have said it was the mistake and it shouldn’t have said that it had 5 year warranty. 

They have said the cost of the repair is uneconomical and will refund what we paid less 30% due to it being nearly 3 years old. They have also said I must cover the cost of £150 to return the oven using their courier. 

Is this correct? How can I be made to pay for the return when it is their error?

The issue will be that who pays for the return under warranty is dependent on the warranty agreement... which only you can see. 

Assuming this is a UK seller, you might go back and specify/'clarify' you are actually relying on your statutory consumer rights (that the goods be of satisfactory quality/durable) and, given they are unable to repair or replace your oven, you are using your 'final right to reject' for a partial refund. 

Given they have already accepted the product is faulty and confirmed the product is uneconomical to repair (and presumably they are unwilling or unable to replace), hopefully they will skip over you needing to prove the fault is inherent (not caused by misuse or similar). If not, you may need to get an independent report (you can claim the cost back from them if it's in your favour). 

Assuming that all goes smoothly, under the consumer rights act, it is then their obligation to collect (or otherwise pay for the collection) the faulty item. This is the section you would need to quote to them: 



https://www.legislation.gov.uk/ukpga/2015/15/section/20/enacted

Brie

Have you checked else where as to whether it can be repaired?  Just because they say they have no parts to fix it doesn't mean the parts don't exist.  

I'm not sure what the point is of returning it in any case.  If they say they can't repair it the only reason for you to return it to them is so they have proof you're serious about what you are claiming.  Otherwise they could simply offer you a partial refund and not need the oven back.  

Joedyr2006

ArbitraryRandom said:

Joedyr2006 said:

I have an issue with my oven. 

I bought the oven in 02/21 with a 5 year warranty. Over Christmas the bottom element stopped working so I called to get this repaired and I was told it only had a 2 year warranty. 

I called the company I bought the oven from and following some checks they have said it was the mistake and it shouldn’t have said that it had 5 year warranty. 

They have said the cost of the repair is uneconomical and will refund what we paid less 30% due to it being nearly 3 years old. They have also said I must cover the cost of £150 to return the oven using their courier. 

Is this correct? How can I be made to pay for the return when it is their error?

The issue will be that who pays for the return under warranty is dependent on the warranty agreement... which only you can see. 

Assuming this is a UK seller, you might go back and specify/'clarify' you are actually relying on your statutory consumer rights (that the goods be of satisfactory quality/durable) and, given they are unable to repair or replace your oven, you are using your 'final right to reject' for a partial refund. 

Given they have already accepted the product is faulty and confirmed the product is uneconomical to repair (and presumably they are unwilling or unable to replace), hopefully they will skip over you needing to prove the fault is inherent (not caused by misuse or similar). If not, you may need to get an independent report (you can claim the cost back from them if it's in your favour). 

Assuming that all goes smoothly, under the consumer rights act, it is then their obligation to collect (or otherwise pay for the collection) the faulty item. This is the section you would need to quote to them: 

The manufacturer has said it only had 2 year warranty but all my documents for company I bought it from says 5 year manufacturer warranty which they admitted was a mistake.

so there isn’t an actual warranty covering this oven. 

ArbitraryRandom

Joedyr2006 said:

ArbitraryRandom said:

Joedyr2006 said:

I have an issue with my oven. 

I bought the oven in 02/21 with a 5 year warranty. Over Christmas the bottom element stopped working so I called to get this repaired and I was told it only had a 2 year warranty. 

I called the company I bought the oven from and following some checks they have said it was the mistake and it shouldn’t have said that it had 5 year warranty. 

They have said the cost of the repair is uneconomical and will refund what we paid less 30% due to it being nearly 3 years old. They have also said I must cover the cost of £150 to return the oven using their courier. 

Is this correct? How can I be made to pay for the return when it is their error?

The issue will be that who pays for the return under warranty is dependent on the warranty agreement... which only you can see. 

Assuming this is a UK seller, you might go back and specify/'clarify' you are actually relying on your statutory consumer rights (that the goods be of satisfactory quality/durable) and, given they are unable to repair or replace your oven, you are using your 'final right to reject' for a partial refund. 

Given they have already accepted the product is faulty and confirmed the product is uneconomical to repair (and presumably they are unwilling or unable to replace), hopefully they will skip over you needing to prove the fault is inherent (not caused by misuse or similar). If not, you may need to get an independent report (you can claim the cost back from them if it's in your favour). 

Assuming that all goes smoothly, under the consumer rights act, it is then their obligation to collect (or otherwise pay for the collection) the faulty item. This is the section you would need to quote to them: 

The manufacturer has said it only had 2 year warranty but all my documents for company I bought it from says 5 year manufacturer warranty which they admitted was a mistake.

so there isn’t an actual warranty covering this oven. 

Not being under warranty is not a bad thing for you - under UK law you have a right for the goods you buy to last however long is appropriate given their price, quality, what the manufacturer has said about the product, the life expectancy of other products of the same type, etc (so a £100 oven might reasonably only last a couple of years, a £1000 oven might be expected to last 15+ years... allowing the issues with court action after 6 years) 

The fact they have offered you a partial refund based on 3 years at 30% means it's reasonable to assume they're saying the one you bought should have lasted 10 years.

So you just need to go back and say the consumer rights act say they have to pay for the collection...  or, as others have suggested, you could try they give you a part refund with no return on the condition you source and pay for your own local repair (if you would be happy with that as a solution)

pinkshoes

Joedyr2006 said:

ArbitraryRandom said:

Joedyr2006 said:

I have an issue with my oven. 

I bought the oven in 02/21 with a 5 year warranty. Over Christmas the bottom element stopped working so I called to get this repaired and I was told it only had a 2 year warranty. 

I called the company I bought the oven from and following some checks they have said it was the mistake and it shouldn’t have said that it had 5 year warranty. 

They have said the cost of the repair is uneconomical and will refund what we paid less 30% due to it being nearly 3 years old. They have also said I must cover the cost of £150 to return the oven using their courier. 

Is this correct? How can I be made to pay for the return when it is their error?

The issue will be that who pays for the return under warranty is dependent on the warranty agreement... which only you can see. 

Assuming this is a UK seller, you might go back and specify/'clarify' you are actually relying on your statutory consumer rights (that the goods be of satisfactory quality/durable) and, given they are unable to repair or replace your oven, you are using your 'final right to reject' for a partial refund. 

Given they have already accepted the product is faulty and confirmed the product is uneconomical to repair (and presumably they are unwilling or unable to replace), hopefully they will skip over you needing to prove the fault is inherent (not caused by misuse or similar). If not, you may need to get an independent report (you can claim the cost back from them if it's in your favour). 

Assuming that all goes smoothly, under the consumer rights act, it is then their obligation to collect (or otherwise pay for the collection) the faulty item. This is the section you would need to quote to them: 

The manufacturer has said it only had 2 year warranty but all my documents for company I bought it from says 5 year manufacturer warranty which they admitted was a mistake.

so there isn’t an actual warranty covering this oven. 

The warranty is a red herring and irrelevant.

You are making a claim under the 2015 Consumer Rights Act. They  have agreed the oven is faulty. You have accepted the partial refund that was offered, and now THEY need to collect the faulty oven, or if they prefer you can get a local scrap dealer to collect it to scrap it.

They may say they can't get parts for it, but have you also looked to see if you can find a spare element?

3piece-wheel

Try www.elementman.com  stocks 1000s of oven/grill elements fast postage diy give yourself an hour simply. or look oven elerments on ebay.   fitting instructions try you tube. Last i bought was £30.

RefluentBeans

pinkshoes said:

Joedyr2006 said:

ArbitraryRandom said:

Joedyr2006 said:

I have an issue with my oven. 

I bought the oven in 02/21 with a 5 year warranty. Over Christmas the bottom element stopped working so I called to get this repaired and I was told it only had a 2 year warranty. 

I called the company I bought the oven from and following some checks they have said it was the mistake and it shouldn’t have said that it had 5 year warranty. 

They have said the cost of the repair is uneconomical and will refund what we paid less 30% due to it being nearly 3 years old. They have also said I must cover the cost of £150 to return the oven using their courier. 

Is this correct? How can I be made to pay for the return when it is their error?

The issue will be that who pays for the return under warranty is dependent on the warranty agreement... which only you can see. 

Assuming this is a UK seller, you might go back and specify/'clarify' you are actually relying on your statutory consumer rights (that the goods be of satisfactory quality/durable) and, given they are unable to repair or replace your oven, you are using your 'final right to reject' for a partial refund. 

Given they have already accepted the product is faulty and confirmed the product is uneconomical to repair (and presumably they are unwilling or unable to replace), hopefully they will skip over you needing to prove the fault is inherent (not caused by misuse or similar). If not, you may need to get an independent report (you can claim the cost back from them if it's in your favour). 

Assuming that all goes smoothly, under the consumer rights act, it is then their obligation to collect (or otherwise pay for the collection) the faulty item. This is the section you would need to quote to them: 

The manufacturer has said it only had 2 year warranty but all my documents for company I bought it from says 5 year manufacturer warranty which they admitted was a mistake.

so there isn’t an actual warranty covering this oven. 

The warranty is a red herring and irrelevant.

You are making a claim under the 2015 Consumer Rights Act. They  have agreed the oven is faulty. You have accepted the partial refund that was offered, and now THEY need to collect the faulty oven, or if they prefer you can get a local scrap dealer to collect it to scrap it.

They may say they can't get parts for it, but have you also looked to see if you can find a spare element?

Sorry - I missed where the OP said they accepted the partial refund?