faulty Hisense oven from AO.com

SHELLY1233

I purchased an oven form AO.com in march 2023, it developed a fault in October 2023 and was repaired by Hisense, developed same fault in Jan 2024 and again repaired by Hisense, it has now developed the same fault again, Aug 2024, I have asked AO.com for a refund because I think I'm within my consumer rights to do so? I don't think the product they have sold me is fit for purpose. AO.com have only offered another repair so far, am I within my rights to request refund and not have to keep accepting repairs till the warranty expires?

the_lunatic_is_in_my_head

Hello OP

Did you pay with AO finance by any chance?

SHELLY1233

No I paid by debit card.

the_lunatic_is_in_my_head

SHELLY1233 said:

No I paid by debit card.

That’s a shame but doesn’t affect your rights, you are best to go back to them and say you are “exercising your final right to reject as the goods do not conform to the contract and there has been at least one failed repair attempt”.

As it’s over 6 months they can ask you to prove such which just means an independent inspection by an appliance repair person with the result on paper, the cost of which they should cover.

Again as over 6 months they can reduce the refund to account for usage (typically against lifespan), ovens should generally last a long time so if their offer seems low always worth haggling.

Just to add your position should be the oven is not of satisfactory quality in terms of durability rather than not fit for purpose

SHELLY1233

If AO.com refuse refund and still only offer another repair what should my next step be? Thanks 

the_lunatic_is_in_my_head

SHELLY1233 said:

If AO.com refuse refund and still only offer another repair what should my next step be? Thanks 

Letter before action (templates on Google) and small claims ultimately, however if you use the wording above and ask to speak to someone higher up hopefully the tune will change If it doesn't I would assume a company like AO would reply more diligently once getting a letter without the need to actually go to small claims.

There is an email contact for AO World Plc on the "ceo email" website which is also worth a try, such email addresses are usually monitored by a higher level of CS (although not all emails on the ceo site are actively monitored but worth a shot for the time it takes). 

born_again

Maybe try the approach that you are looking to buy a new one that they have, so will they offer a credit against that. 
As they know they are getting another purchase. Might just sway them to offer something.
Just don't expect a refund of what you paid though.