Dispute with IKEA about kitchen panel defect

squashykat

Hi,

Hoping for some advice.

The side panel on the end of the wall cupboards has started to crack and bubble at the lower edge. Ikea have said its wear and tear and they won’t cover it under the 25 year guarantee.

We spent around £10k and had the kitchen designed and installed from start to finish by Ikea, in September 2024 less than 18 months ago. One of the reason me being we have always had great customer service in the past and we saw they had better guarantees than Wickes and others. We used Ikea finance in part.

We recently noticed some small bumps along the bottom edge of the panel which is adjacent to the hob and extractor but there is a space so not directly over the hob. On closer inspection we could see a few hairline cracks

My husband phoned Ikea to claim under the guarantee, as we’d be concerned about this getting worse and moisture getting it, and they asked us to send a photo. They have said they are refusing to cover this under the guarantee, my husband asked for it to be looked at by a manager and once again they have said no! In hindight we could have sent more/clearer photos as you can’t quite see the full extent from all the angles, but I maintain that it is not normal wear and tear nor is it caused by damage- this is not touched by anyone or moved, apart from wiping it to clean. The other side where we use the rings more, is fine. To be honest even if it could be attributed to cooking moisture or similar, it’s clearly not fit for purpose and it was ikea’s own designers that placed the panel there. I would understand if it was a drawer front that we had scratched from handling it roughly.

We’ve asked them to escalate further but they have said no, that’s the end of the matter as it’s been looked at by a senior technician.

I would want them to come and re-fit a new panel.

This does not bode well for the rest of the 23.5 years it’s meant to last!

What do we do next?

squashykat

This is the defect

Woodstok2000

Have you been into the store, or are you dealing with the call centre?

Alderbank

'We’ve asked them to escalate further but they have said no, that’s the end of the matter as it’s been looked at by a senior technician…'

A useful rule of thumb with warranties is the longer they run, the more restrictive is the cover.

IKEA's 25 year guarantee includes:

'IKEA will examine the product and decide, at its sole discretion, if it is covered under this guarantee. If considered covered, IKEA through its own service operations, will then, at its sole discretion, either repair the defective productor replace it with the same or a comparable product.'

So your product is not covered by the guarantee. That's your lot as far as the 25 year guarantee goes.

However you still have your statutory rights as laid down by the Consumer Rights Act 2015. Tell them you wish to claim under those rights, not the IKEA warranty, because that panel was not durable.

PS Your warranty is not worthless. Your statutory rights only last for 5 or 6 years from purchase - the remaining 20 years of warranty will then come into their own.

squashykat

https://forums.moneysavingexpert.com/discussion/comment/81914351#Comment_81914351

It’s the head office via phone call, we haven’t been into the store but that’s a possibility

greyteam1959

It looks to me like that has been caused by moisture.

bjorn_toby_wilde

https://forums.moneysavingexpert.com/discussion/comment/81914661#Comment_81914661

Exactly what it looks like. I would hope though that the panel “wrap” would seal it better than that. Doesn’t look like the best quality.

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81914643#Comment_81914643

I would definitely go to the store. They are far more knowledgeable and helpful than the phone staff

WIAWSNB

Squashy, would you be ok with them supplying a replacement panel for you to (arrange to) fit?

Regardless, I suspect that a further 1.5 years down the line this issue will repeat. It does appear to be caused by moisture, presumably given off by cooking. Do you tend to use the left side rings more for boiling and simmering?

On a connected note, how can a 25 year warranty possibly work in such cases - they are unlikely to be stocking this exact kitchen in a few years time?

squashykat

https://forums.moneysavingexpert.com/discussion/comment/81915124#Comment_81915124

It would be better than nothing I guess. Ironically we use the opposite side more for boiling pans, but always with the extractor fan running.

We have had a further response today as we phoned up and sent better photos and they are still saying no

ic

It does seem odd to consider it wear and tear when the part is one that isn't generally interacted with so should receive no wear and tear. Does it receive a lot of direct sunlight, or is it located above a kettle, toaster, close to the hob or maybe sink? Do you routinely use an extractor fan that vents to outside when cooking?

Given the quote from the warranty - I think its fair to argue they haven't inspected the product yet. I read it they need to send someone round to do that - using that photo isn't sufficient (they've no measurements or sense of scale in that photo, can't see the reverse, etc etc).

I had trouble with the Electrolux warranty on my Ikea Dishwasher many years ago - they refused to replace it. I complained to my local store and they sent staff round to collect it and refunded the purchase price + a gesture of goodwill. They acknowledged I was wrongly advised and given the run around - they should have swapped it as the problem occurred within the first year. I encourage you to get in touch with your local store where you originally ordered the kitchen and go from there.