I have a bit of an issue with a cooker I received from curry's that was damaged on delivery.
Me and my other half have been saving for a new kitchen ever since we moved into out new house 2 years ago.
To get the money together I have voluntarily served long periods in some very dangerous and unsavoury locations around the world
and Sarah my girlfriend whom I bought the house with has been working every hour that she can.
It's taken us two years to finally afford to have it done the way we want it,
in this day and age we felt very lucky to have been able to save enough money for it having worked so hard with no holidays for 2 years.
the day came we found an excellent well established local carpenter with all the fully qualified professional contacts
we need to get it all done with all the correct paper work for the works been carried out.
In excitement and anticipation for the fitting we ordered quite a few items from on-line retailers, the cooker and hub from Curry's.
All seamed to go well, kitchen install looks stunning, the last two items to go in were the cooker and dishwasher.
Now I was aware that I had 7 days to inspect the goods and report any damage,
when the cooker arrived I did notice the packaging had a broken piece of wood,
I thought nothing of it at the time it was just a piece of wood.
I removed the packaging and looked around the oven to make sure it was OK.
Not been in anyway a qualified professional in the field of household appliances I could see nothing wrong.
Also not being on anabolic steroids and built like a professional power lifter
I couldn't exactly lift the 140Kg+ free standing cooker out of the packaging to see near the bottom to check for damage so I just assumed it was fine.
On the last day of the kitchen install the final appliance to go in was the cooker,
it took 4 young 6ft plus manual labouring blokes to lift the thing out of the packaging.
The first to look at it was the electrician, a fully registered and qualified professional business owner.
He noticed that at the very bottom at the back the cooked had taken an obvious knock which looked like a folk lift had hit it.
It wasn't a huge dent but it was enough to warp some of the panels on the back and push one right in.
Because of the position it was in I would never have been able to see it without removing it completely from the packaging
which I would never have been able to do on my own.
The electrician said he wasn't happy to install it as there may be internal damage that could be potentially very dangerous
and possibly cause electrocution or a gas leak if used.
The news absolutely devastated us, my girlfriend fell to the floor in floods of tears at the news.
I got straight onto the phone to Curry's to explain the situation,
after eventually getting through the automated system I was put through to the company
who made the cooker who said because it was outside of the 7 days I had to go directly to Curries.
I got through to the customer services at Curries who after speaking to several of their representatives
and 5 phone calls later agreed to recover the item and inspect it to determine the cause of the damage.
Who inspects the damage?
is it an independent and unbiased company or just Curries them selves?
If so how is that fair to the customer?
I'm very worried they are going to try and get out of sending us a replacement,
I don't really want a refund I'm very happy with the make and model of the Cooker,
I just want what I paid for in a new condition undamaged condition.
The customer representative said on the phone if it was a cheaper product we wouldn't have had an issue,
I don't see what difference the price of an item makes,
if it's delivered damaged it should should be replaced no matter what the cost.
We haven't had a hot meal now for 2 weeks,
it starting to affect our physical and mental health from the stress and cold food,
can anyone advise me on anything I can do or say to them to hurry things along and get a replacement.
One thing we have done is report the fault within 21 days of receiving the product.
Any advice would be much appreciated and on another note I have full recordings of all phone conversations with Currys about this fault.