Pizza Oven Door Fell Off!

tomoney

Hi all
looking to understand our rights here. We got a big wood fired pizza oven (one of the hand made masonry ones) and after 15 months the door fell off. We have used it with nothing but love and care (it’s my pride and joy!)

Retailer has said sorry we don’t sell them anymore and to contact manufacturer 

Manufacturer has said don’t worry we have made upgrades to the door and frame so it is easy to replace hinges. But for yours (as it is the older design) you will need to weld the hinges back on

I cannot weld. I could probably learn but this looks a tricky one. 

Credit card company can’t help due to it being 15 months ago

Where do I stand? Sure it is not fit for purpose and the redesign is almost and admission of a flaw. 

RefluentBeans

Your consumer rights are with the retailer. Just because the retailer doesn’t sell it anymore doesn’t negate the fact that they have obligations under the Consumer Rights Act. They may ask for a report to say that the product is likely faulty and not user error. 

The retailer can ask to replace, repair or refund the product (less some money for the age). So they may want to take the product back and refund you. 

The other option is to find out how much a local repair company could weld the door back on for and ask if they’d cover that cost. 

Aylesbury_Duck

Who is the retailer that thinks their lawful obligations end when they stop stocking a product?  Please do embarrass them on here, because that's a laughable stance.

the_lunatic_is_in_my_head

Credit card or debit card OP? 

If credit card I assume a large pizza oven was more than £100?

Perhaps worth a Google to see if there’s any mobile welders near you? 

Keep_pedalling

You should find a local garage or blacksmith could do the welding for not very much money. Find out how much it would cost and ask the retailer to pay the repair cost. 

tomoney

the_lunatic_is_in_my_head said:

Credit card or debit card OP? 

If credit card I assume a large pizza oven was more than £100?

Perhaps worth a Google to see if there’s any mobile welders near you? 

Paid via Credit card. Spoke to Amex and they said they couldn’t help.

 I’ve asked if anyone in the village we live can weld. 

It’s a big pizza oven. Can’t really take it to somewhere 

tomoney

Aylesbury_Duck said:

Who is the retailer that thinks their lawful obligations end when they stop stocking a product?  Please do embarrass them on here, because that's a laughable stance.

I’m going to give them another chance before naming. 

HillStreetBlues

Sounds like the manufacturer knows it was an issue with your model as they class the replaceable hinges an "upgrade". This helps in proving it was bought faulty.

born_again

tomoney said:

the_lunatic_is_in_my_head said:

Credit card or debit card OP? 

If credit card I assume a large pizza oven was more than £100?

Perhaps worth a Google to see if there’s any mobile welders near you? 

Paid via Credit card. Spoke to Amex and they said they couldn’t help.

 I’ve asked if anyone in the village we live can weld. 

It’s a big pizza oven. Can’t really take it to somewhere 

Got any local garages?
They should be able to weld.

the_lunatic_is_in_my_head

tomoney said:

the_lunatic_is_in_my_head said:

Credit card or debit card OP? 

If credit card I assume a large pizza oven was more than £100?

Perhaps worth a Google to see if there’s any mobile welders near you? 

Paid via Credit card. Spoke to Amex and they said they couldn’t help.

 I’ve asked if anyone in the village we live can weld. 

It’s a big pizza oven. Can’t really take it to somewhere 

My understanding S75 cover would apply to an Amex credit card but not to an Amex charge card @born_again is best to clarify. 

If S75 applies Amex are held jointly liable but for a consumer rights claim against either the card co or the retailer after 6 months burden of proof is placed upon yourself.

The person doing the welding might be willing to put something on paper to say the hinges weren't durable enough, you don't need forensic evidence, just something on the balance of probability. 

If the manufacturer if offering free hinges? perhaps worth accepting that and paying for the welding work and then see how much effort you want to go to depending upon the welding costs. 

born_again

the_lunatic_is_in_my_head said:

tomoney said:

the_lunatic_is_in_my_head said:

Credit card or debit card OP? 

If credit card I assume a large pizza oven was more than £100?

Perhaps worth a Google to see if there’s any mobile welders near you? 

Paid via Credit card. Spoke to Amex and they said they couldn’t help.

 I’ve asked if anyone in the village we live can weld. 

It’s a big pizza oven. Can’t really take it to somewhere 

My understanding S75 cover would apply to an Amex credit card but not to an Amex charge card @born_again is best to clarify. 

If S75 applies Amex are held jointly liable but for a consumer rights claim against either the card co or the retailer after 6 months burden of proof is placed upon yourself.

The person doing the welding might be willing to put something on paper to say the hinges weren't durable enough, you don't need forensic evidence, just something on the balance of probability. 

If the manufacturer if offering free hinges? perhaps worth accepting that and paying for the welding work and then see how much effort you want to go to depending upon the welding costs. 

Spot on 👍

I though it was Odd that Amex gave the answer they did, but it maybe down to how the payment was made. OP mentions a retailer, but this could have been paid via PayPal or Amazon Market place.

Would need OP to confirm actual purchase Co, where they were advertising the produce & if there was a 3rd party payment method?