Faulty cooker replaced, but installation costs not 'policy'

SilverGhostHound

I ordered  cooker from Robert Dyes, choosing that retailer because I had used a local store and liked the general ethos and friendliness of the staff there. In accordance with the manual which states 'must be professionally installed by a qualified electrician'. This was not a service offered in the purchase arrangement.
I arranged for this, but when the electrician went turned on one of the rings it tripped the mains, and he said it needed returning. Robert Dyes arranged replacement quickly but did not reply to any of my emails regarding the installation costs, ( £40. )

Surely if the manual says ‘this item must be professionally installed’ and without installation it is not fit for purpose, and if they don’t offer an installation process, the installation is a cos that they should also ‘replace’ – you can’t cook on a cooker that is not connected!

This morning, I posted on their Facebook wall thinking that might be harder for them to ignore. It worked! 

..but they are refusing, 

They said 

Comment: Good day *************** I hope this email finds you well. I want to sincerely apologise for the experience you’ve had with us. As we are sure you will appreciate this is certainly not what we would wish for our customers. Thank you for reaching out to us regarding your recent order. From reviewing your order, I can see that you reported the faulty item to us and a replacement was issued. I can confirm that Robert Dyas isn’t able to cover any third party costs accrued by a customer for installation or disassembly of an item. When customers report faulty items to us, our resolution is to replace, repair or collect the item for a full refund. As a gesture of goodwill, I’ve included a 10% discount code below for the Robert Dyas website. This code is valid for 12 months and can be used against an order up to £500.00. --------------------- Please note that only one discount can be applied to an order and on sale items are excluded from further discounts. Once again, I sincerely apologise for any inconvenience this situation may have caused. Your understanding is greatly appreciated. Many thanks ************ Robert Dyas Customer Relations What do I do?

the_lunatic_is_in_my_head

Point out:

https://www.legislation.gov.uk/ukpga/2015/15/section/23

(2)If the consumer requires the trader to repair or replace the goods, the trader must—

(a)do so within a reasonable time and without significant inconvenience to the consumer, and

(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

Try the CEO contact on the CEO email website  

Mark_d

The guarantee covers the cooker and not any associated or consequential costs that you've incurred.  That's standard.

Maybe next time you should buy from a retailer who does the complete job - providing the good, installation, and removal/disposal of the old appliance.  In the past I've gone to John Lewis for this sort of thing.

the_lunatic_is_in_my_head

Mark_d said:

The guarantee covers the cooker and not any associated or consequential costs that you've incurred.  That's standard.

Maybe next time you should buy from a retailer who does the complete job - providing the good, installation, and removal/disposal of the old appliance.  In the past I've gone to John Lewis for this sort of thing.

Consequential losses are those that do not flow naturally from the breach, i.e are too remote to be considered foreseeable.

The cost of install is foreseeable as far as I can see and thus is acceptable to be claimed as damages resulting from the breach (were it not already covered by the regs as above). 

SilverGhostHound

Thank you 'TLIIMH'
.. I forwarded the information that you posted and received this response: 

Comment: Good day ************ I hope this email finds you well. I want to sincerely apologise for the experience you’ve had with us. As we are sure you will appreciate this is certainly not what we would wish for our customers. Thank you for your email. I can confirm that Robert Dyas isn’t able to cover any third party costs accrued by a customer for installation or disassembly of an item. When customers report faulty items to us, our resolution is to replace, repair or collect the item for a full refund. This would be carried out with no additional costs being charged to a customer from ourselves. As a gesture of goodwill we can offer a 20% partial refund on your item, in recognition of the poor customer journey you’ve had with us. This would equate to £59.40. If you’re happy to accept this, I can request this be processed. Refunds are returned via the original payment method within 5 working days of being raised. Once again, I apologise for any inconvenience this situation may have caused. Your understanding is greatly appreciated. Many thanks ******** Robert Dyas Customer Relations

SilverGhostHound

And the second cooker started falling apart on Saturday night - small metal plates and screws fell out of the oven into my cooking food. They are replacing this one next week but no mention of the further re-installation costs! I'm not even sure how to ask now!

the_lunatic_is_in_my_head

SilverGhostHound said:

And the second cooker started falling apart on Saturday night - small metal plates and screws fell out of the oven into my cooking food. They are replacing this one next week but no mention of the further re-installation costs! I'm not even sure how to ask now!

Did you try the CEO contact for Robert Dyas on the CEO email website?

If so and no joy you could try emailing the Theo Paphitis Retail Group. 

You need raise it higher and press them on the regs above OP.

FYI as the replacement has failed you are now entitled to reject for a refund if you prefer.