Faulty product via Currys

Mina_Gourlay

Hi all
I purchased an AEG combi oven in 2018 which has a faulty door meaning that hot water drips from the bottom and hot steam blows through the top when it's in fan mode. It didn't show this fault until around a year after having it as we didn't use it as an oven much, only a microwave.  I contacted AEG instead of Currys (my mistake) back in 2019 but it was just as COVID was hitting. Then we went into lockdown and I forgot all about it. For several years 🤦. We don't use it much as the oven and that's the problem with remembering it's faulty. Anyway I've contacted Currys about it under the 6yr rule as the door glass moves and always has done. They've come back saying it's beyond repair, even though they haven't been to look at it and can't see the fault, and have offered me £107 refund. The oven cost £650.  As they haven't even been out to inspect it I'm reluctant to take the refund as it's pittance and won't buy me a replacement. I'm not sure on my rights if i refuse the offer.  They've put is as their full and final offer even though it's the first offer they've actually made. I feel like they are fobbing me off which I know Currys are pretty good at doing 

Any thoughts or advice please? 

Thanks

powerful_Rogue

Mina_Gourlay said:

Hi all
I purchased an AEG combi oven in 2018 which has a faulty door meaning that hot water drips from the bottom and hot steam blows through the top when it's in fan mode. It didn't show this fault until around a year after having it as we didn't use it as an oven much, only a microwave.  I contacted AEG instead of Currys (my mistake) back in 2019 but it was just as COVID was hitting. Then we went into lockdown and I forgot all about it. For several years 🤦. We don't use it much as the oven and that's the problem with remembering it's faulty. Anyway I've contacted Currys about it under the 6yr rule as the door glass moves and always has done. They've come back saying it's beyond repair, even though they haven't been to look at it and can't see the fault, and have offered me £107 refund. The oven cost £650.  As they haven't even been out to inspect it I'm reluctant to take the refund as it's pittance and won't buy me a replacement. I'm not sure on my rights if i refuse the offer.  They've put is as their full and final offer even though it's the first offer they've actually made. I feel like they are fobbing me off which I know Currys are pretty good at doing 

Any thoughts or advice please? 

Thanks

It takes into account the 5 years+ use you've had of the oven.

Mina_Gourlay

powerful_Rogue said:

Mina_Gourlay said:

Hi all
I purchased an AEG combi oven in 2018 which has a faulty door meaning that hot water drips from the bottom and hot steam blows through the top when it's in fan mode. It didn't show this fault until around a year after having it as we didn't use it as an oven much, only a microwave.  I contacted AEG instead of Currys (my mistake) back in 2019 but it was just as COVID was hitting. Then we went into lockdown and I forgot all about it. For several years 🤦. We don't use it much as the oven and that's the problem with remembering it's faulty. Anyway I've contacted Currys about it under the 6yr rule as the door glass moves and always has done. They've come back saying it's beyond repair, even though they haven't been to look at it and can't see the fault, and have offered me £107 refund. The oven cost £650.  As they haven't even been out to inspect it I'm reluctant to take the refund as it's pittance and won't buy me a replacement. I'm not sure on my rights if i refuse the offer.  They've put is as their full and final offer even though it's the first offer they've actually made. I feel like they are fobbing me off which I know Currys are pretty good at doing 

Any thoughts or advice please? 

Thanks

It takes into account the 5 years+ use you've had of the oven.

I understand that bit but they haven't been out to look at it and it's pretty obvious it can be fixed. 

Okell

You've misunderstood what "the 6yr rule" is about.

What it essentially means is that you have six years in which to sue somebody once you have a cause of action.  There is no rule saying products need to last 6 years* - or any time at all.  (Although if something fails within 6 months it's easier to get a repair or replacement than if it happens after 6 months)

As @powerful_Rogue has already pointed out, they are only offering £107 to reflect the 5 years use you've had from it.


*As it happens, Currys must expect this microwave to last about 6 years as £650/6 = £108.33

But that's just a coincidence

the_lunatic_is_in_my_head

https://www.tenancydepositscheme.com/wp-content/uploads/2024/01/A-Guide-to-product-lifespans.pdf

This suggests ovens should last 9-15 years, Currys are likely to offer as little as possible, you have to politely but firmly negotiate.

I'd go back and ask for £325 using the link above as a more independent view on lifespans of ovens as see what they say. 

Okell

Might a microwave combi oven have a shorter lifespan than a generic oven/cooker/hob?

Grumpy_chap

Okell said:

You've misunderstood what "the 6yr rule" is about.

What it essentially means is that you have six years in which to sue somebody once you have a cause of action.  There is no rule saying products need to last 6 years* 

As @powerful_Rogue has already pointed out, they are only offering £107 to reflect the 5 years use you've had from it.


*As it happens, Currys must expect this microwave to last about 6 years as £650/6 = £108.33

But that's just a coincidence

That may not be a coincidence.

Did the OP communicate to Curry's that their expectation is 6 years by virtue of misunderstanding "the 6yr rule"?

Mina_Gourlay said:

I've contacted Currys about it under the 6yr rule

Is it possible / probable that Curry's have accepted the OP suggesting a 6yr lifespan and then taken that, applied the deduction for five years use to date, and left with the £100-odd figure?
If Curry's are of the view that £100-odd will close the issue, they won't try any repair as it won't cover the call-out charge.

I assume Curry's are not asking for the return of the oven, so the OP could take the £100-odd, keep the oven and carry on as they have for the past five years with only the occasional use of the oven mode anyway.


As an aside, I am not sure that the faults the OP describe are really faults:

Mina_Gourlay said:

 hot water drips from the bottom and hot steam blows through the top when it's in fan mode.

Steam blows from our standard oven and from our microwave combi oven when it is in use (any mode)  The steam has to vent from somewhere and some devices are designed to vent via the door / front.

Our microwave combi oven also sometimes drips water (condensation) from the door when it is opened after cooking.

Aylesbury_Duck

I agree, they don't sound like faults.  Where do you expect the steam and condensate to go?

No harm in asking for more, but if they won't improve their offer, I'd take the money and continue using the appliance as you have done for the last six years.  It clearly hasn't caused you any problems or harm.

Okell

Grumpy_chap said:

... As an aside, I am not sure that the faults the OP describe are really faults:

Mina_Gourlay said:

 hot water drips from the bottom and hot steam blows through the top when it's in fan mode.

Steam blows from our standard oven and from our microwave combi oven when it is in use (any mode)  The steam has to vent from somewhere and some devices are designed to vent via the door / front.

Our microwave combi oven also sometimes drips water (condensation) from the door when it is opened after cooking.

Aylesbury_Duck said:

I agree, they don't sound like faults.  Where do you expect the steam and condensate to go?...

Actually you are both right.

We do nearly all our cooking with a microwave combi and depending how we're using it there can be a lot of steam (and therefore condensation).

Never given it a second thought

the_lunatic_is_in_my_head

Okell said:

Might a microwave combi oven have a shorter lifespan than a generic oven/cooker/hob?

I'm not sure but I think AEG is a half decent brand so if OP went back asking for £325 and walked away with £250 that's still at the lower end of the 9-15 years.

It's unclear if Currys are expecting to have the oven back, I can't comment on whether OP is experiencing a fault but it would seem odd to me that Currys would say it's beyond repair and offer some money if it were clear cut there's nothing wrong with the oven.

born_again

Mina_Gourlay said:

powerful_Rogue said:

Mina_Gourlay said:

Hi all
I purchased an AEG combi oven in 2018 which has a faulty door meaning that hot water drips from the bottom and hot steam blows through the top when it's in fan mode. It didn't show this fault until around a year after having it as we didn't use it as an oven much, only a microwave.  I contacted AEG instead of Currys (my mistake) back in 2019 but it was just as COVID was hitting. Then we went into lockdown and I forgot all about it. For several years 🤦. We don't use it much as the oven and that's the problem with remembering it's faulty. Anyway I've contacted Currys about it under the 6yr rule as the door glass moves and always has done. They've come back saying it's beyond repair, even though they haven't been to look at it and can't see the fault, and have offered me £107 refund. The oven cost £650.  As they haven't even been out to inspect it I'm reluctant to take the refund as it's pittance and won't buy me a replacement. I'm not sure on my rights if i refuse the offer.  They've put is as their full and final offer even though it's the first offer they've actually made. I feel like they are fobbing me off which I know Currys are pretty good at doing 

Any thoughts or advice please? 

Thanks

It takes into account the 5 years+ use you've had of the oven.

I understand that bit but they haven't been out to look at it and it's pretty obvious it can be fixed. 

Have looked to see if AEG or a independent can fix it?

https://shop.aeg.co.uk/cooking/cookers-ovens-hobs/seals/c/27