Broken Remoska

millie

I purchased a Remoska from Freemans at the end of March 2024. The handle came loose after 10 months and there is are screws rattling about inside it. I could not find my receipt. I thought only Lakeland sold Remoska so I phoned them and they tried to track it on their system but  they could not find it. In June I came across a login on my computer for Freemans and realised I had bought it from them because it was cheaper. I realise it is my own fault for forgetting where I had bought it from but Freemans say their guarantee is only for 12 months and it was 14 months before I contacted them. Remoskas guarantee is for 2 years but they have now pulled out of the UK and are only in Czechoslovakia where they are made. Is there anything that I can do about this as I cannot even find anywhere that repairs them. Do Freemans as the seller have to honour Remoskas guarantee. It will cost me £175 to replace it.

molerat

Is it not fairly straightforward to split the lid for access to the handle screws ?  Probably something any domestic appliance repairer / handyman / men's shed could do.

lincroft1710

Any consumer rights lie with the retailer, not the manufacturer. So if you can prove an inherent fault with the Remoska, Freemans must either repair, replace or refund. However any refund can take account of the length of time you have had the item.


By the way Czechoslovakia ceased to exist on 31 December 1992 when it was divided into 2 separate, independent countries, the Czech Republic (now Czechia) and Slovakia

millie

molerat said:

Is it not fairly straightforward to split the lid for access to the handle screws ?  Probably something any domestic appliance repairer / handyman / men's shed could do.

We had one before this one, it was 14 years old and stopped working. My husband is quite handy at repairing things so he took it apart. As soon as he spit the handle from the body the element jumped out, It was like a coiled spring and he could not it back in, so I am reluctant to take it somewhere that does not know anything about them

Ergates

When you found the "login" on your computer - does that mean you found some kind of proof of purchase?  You're unlikely to get far without one.  It doesn't have to be a paper/electronic receipt - but without *something* then Freemans can just dismiss you with "You didn't buy it here, we have no responsibility".

Freemans cannot just say "Our guarantee is only for 12 months" and leave it at that - any guarantee they may offer sits over and above your consumer rights and cannot infringe upon them.  A kitchen appliance should be expected to last more than 14 months(!), so they should be considering a repair/replacement/refund.   When you speak to them, make sure you are clear you asking them to meet their obligations under the Consumer Rights Act, not their guarantee.

As it's over 6 months old, you can be asked to provide some kind of proof that the problem is due to some fault or design flaw etc (i.e. you didn't break it with something you've done) - this can be some kind of "report" from an independent expert (e.g. an appliance repairman).  Any fee for producing such a report can be reclaimed back from the retailer (assuming it supports your claim).

millie

Ergates said:

When you found the "login" on your computer - does that mean you found some kind of proof of purchase?  You're unlikely to get far without one.  It doesn't have to be a paper/electronic receipt - but without *something* then Freemans can just dismiss you with "You didn't buy it here, we have no responsibility".

Freemans cannot just say "Our guarantee is only for 12 months" and leave it at that - any guarantee they may offer sits over and above your consumer rights and cannot infringe upon them.  A kitchen appliance should be expected to last more than 14 months(!), so they should be considering a repair/replacement/refund.   When you speak to them, make sure you are clear you asking them to meet their obligations under the Consumer Rights Act, not their guarantee.

As it's over 6 months old, you can be asked to provide some kind of proof that the problem is due to some fault or design flaw etc (i.e. you didn't break it with something you've done) - this can be some kind of "report" from an independent expert (e.g. an appliance repairman).  Any fee for producing such a report can be reclaimed back from the retailer (assuming it supports your claim).

The receipt is on the Freemans website in my account. I am not sure they will be contacting me again. I think I will speak to Trading Standards and see what they say. I have looked into this and it seems you have to contact citizens advice to do this. Freemans have given me an email address for Remoska in to contact them where they are based. I will try that too in the hope that they can get it translated from English.

lincroft1710

It will be a waste of time contacting TS, they only investigate companies where there are multiple complaints and will not get you any resolution. @Ergates has explained in detail what your next move should be