Faulty hob after 3 years - still in warranty

aj9648

hi

Since Xmas my induction hob has not been working and since Xmas I’ve been trying to get Kitchen Aid to sort it out as it’s still under warranty. The hob is 3 years and cost around £2500.
The problem is I can’t ever get to speak to kitchen aid person. All the numbers on their website don’t work and emails are unanswered

they seem to be affiliated to Beko and whirlpool and a phone no I was given ended up bring Hotpoint who are also loosely connected.

anyway - the latest is that the hob is discontinued and they can’t get parts. The problem is that any other hob certainly that I have seen won’t fit the cut out that I have on my worktop and trying to engage with anyone as to options is impossible. I have probably spent an hour everyday going over the same story just to another person without it even moving forward

can any help me with my rights ? And next steps ?? How long do I wait before the escalating the issue ?

marcia_

formal complaint via snail mail to their registered address if phone and email are not getting you anywhere.
How did you pay?

MattMattMattUK

Who did you buy it from?

aj9648

Independent retailer who don’t exist anymore

aj9648

Through to independent retailer who don’t exist - BACs part of a bigger kitchen makeover

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/81882637#Comment_81882637

https://forums.moneysavingexpert.com/discussion/comment/81882638#Comment_81882638

Unfortunately your consumer rights are with the business you purchased it from, if they no longer exist then that option no longer exists, however if you paid on a Credit Card then you would have those same rights against the card provider. Warranty is contractual, can have as many clauses and conditions as they want, which likely include them choosing the equivilant mode to replace it with.

aj9648

so I had a response from kitchen aid after 3 months. They are willing to refund 50% of the cost of the hob. The fact that I have to have a new worktop as the cut out is too big has been disregarded and not their problem

Does this sound like a fair outcome ?

MyRealNameToo

Were it a claim under the consumer rights act then the retailer could deduct "use" for any item faulty after 6 months. The legislation doesnt say how this is to be calculated but for example JL does a straight line over 6 years for white goods. You say it was 3 years old, so had you bought it from JL the 50% would be inline with what they would have offered. Note JL calculate it by months so if it was 37 months they'd be a bit less, 35 months a bit more. Not sure how accurate your 3 years was.

You arent claiming from the retailer so it's a different matter. Do you have a copy of the terms of the warranty? They would normally specify what happens in the case of an item being unrepairable. If it says you should get a full refund then its a poor offer, if it says you shouldn't get anything then its a very good offer.

Is the thing completely dead or partially inoperable? Can you live with it with its limitations if its the later?

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/81925048#Comment_81925048

Without knowing the terms of the warranty, no one can say.

aj9648

I was more worried about the consequential damage in having to replace the whole worktop !!

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/81925261#Comment_81925261

The CRA does allow for you to add damages on top of the value of the goods but would be surprised if you can't find another hob that will either fit the gap or where it couldn't be enlarged to take a slightly bigger hob.

At the price I am guessing its induction, do you have the size of the hob and the current cutout?

EDIT - getting posts mixed up, the retailer has gone so no CRA consideration and it comes down to the warranty terms which is much less likely to cover this. Still doesnt remove the comment that you should be able to find an appliance that will fit.