Ikea - Customer Service - Consumer Rights Act

Lardness

Ikea king-sized bed frame brought 2 years ago for a spare room that's been slept on maybe 20 times. I slept on it last night & it collapsed. The metal plate that secures the central metal beam to the headboard- the screws popped dropping me to the floor. I called customer services first thing this morning- quoted me the 1 year warranty spiel, so I've email their head office quoting the 2015 CRA, fit for purpose, satisfactory quality, etc & had the same response- out of warranty. 
The bed is repairable by me but I hate that Ikea won't take responsibility. Thoughts? Next steps?

Renfrewman

DIY fix it.

Aylesbury_Duck

Who assembled it?  Are you confident they used the right screws?

I've assembled two of these in the last two years.  There are four screws attaching the plate to the headboard and the main beam clips over the top of the plate bracket.  I can't imagine how screws that have been fine for two years have suddenly failed, or the pre-drilled holes they were in have suddenly failed.  There are at least a couple of sizes of screws in that kit, are you sure whoever assembled it used the right ones for that piece?

Ultimately, IKEA may ask you to have it inspected to see if the problem is a manufacturing defect or assembly error.  That's on you to demonstrate.  Then, if there is a design problem (e.g. the pre-drilled holes were drilled too large for the screws) IKEA have to provide a remedy.

Any chance the headboard has got damp?  That's the other reason I can think of, meaning the screws haven’t held in the damp wood.

PHK

Lardness said:

Ikea king-sized bed frame brought 2 years ago for a spare room that's been slept on maybe 20 times. I slept on it last night & it collapsed. The metal plate that secures the central metal beam to the headboard- the screws popped dropping me to the floor. I called customer services first thing this morning- quoted me the 1 year warranty spiel, so I've email their head office quoting the 2015 CRA, fit for purpose, satisfactory quality, etc & had the same response- out of warranty. 
The bed is repairable by me but I hate that Ikea won't take responsibility. Thoughts? Next steps?

I see you've quoted the CRA, but after six months the  onus is on you to prove that the bed is inherently faulty or not of suitable quality. Rather than wrongly assembled, accidentally damaged , misused etc. 

How did you do that?

Normally, you'd need an independent report from a suitably qualified person, giving their professional opinion of what caused the screws to come out. If it proves an inherent fault or quality issue then IKEA should refund you the cost of the report and either repair, replace or partially refund you for the bed. 

Emmia

Who assembled the bed? It's IKEA so I'd assume self assembly?

What is the bedframe made of? Wood? Metal?

Although there are instructions with IKEA it is perfectly possible to assemble incorrectly, not tighten the screws enough etc. if you assembled it then at least part of the fault/cause belongs to you.

Undervalued

Lardness said:

Ikea king-sized bed frame brought 2 years ago for a spare room that's been slept on maybe 20 times. I slept on it last night & it collapsed. The metal plate that secures the central metal beam to the headboard- the screws popped dropping me to the floor. I called customer services first thing this morning- quoted me the 1 year warranty spiel, so I've email their head office quoting the 2015 CRA, fit for purpose, satisfactory quality, etc & had the same response- out of warranty. 
The bed is repairable by me but I hate that Ikea won't take responsibility. Thoughts? Next steps?

Because, as others have said, you need to provide proof that this was caused by a manufacturing defect. Had this problem occurred within the first six months then legally it would be presumed to be an inherent problem unless Ikea could prove otherwise.

It is best to fully understand position before "quoting the 2015 CRA" etc. Sometimes asking nicely is far more effective.......

user1977

Still, I'm impressed Ikea have managed two stages of response to the query before 0901 on a Saturday!

MattMattMattUK

Asking because of your username, do you weigh more than 300lbs, that is the design limit for occupant weight. 

Emmia

MattMattMattUK said:

Asking because of your username, do you weigh more than 300lbs, that is the design limit for occupant weight. 

I had also wondered this... But wasn't brave enough to ask.

the_lunatic_is_in_my_head

OP you could always try the CEO contact for Ikea but above is correct regarding burden of proof. If you can DIY repair that is probably the most pragmatic solution. 

born_again

We have a Otterman type bed.
Regularly check that all screws & bolts are tight. Amazing how they manage to loosen over time.