Problem With Oven From Curry's

[sm2651999]

Hi Consumers - I need some advice and I think I've come to the right place. Here is the background to my complaint..

 

On Jan 30th 08 I purchased a Hotpoint oven from a Curry’s store, I paid for it but had to wait a week for it to be delivered to the shop where I then collected it. After installing it and plugging it in, I turned it on - following all instructions from the supplied manual. The oven fan started, making a loudish noise which quieted down when the oven door was shut. We did not think anything of it as I assumed it was just the oven model. The oven worked so I filled out the Hotpoint registration as it

offered a 5 year free parts and labour guarantee and sent it off. I also noticed that when the house was quite (kids in bed) a high pitched noise was being emitted from the digital clock area of the oven, again did not think too much of it - I'm not an engineer or anything like that.

So I have had the oven approximately 7 weeks. I went to use it one evening and nothing would work, there was power still as the clock was on and the high pitched sound still there but no fan and no heat or grill. The next morning Thurs 20th March I called the Hotpoint help line and booked a visit from one of their engineers - I had to wait until Tuesday 25th March due to Easter bank holidays. The engineer arrived, turned on the oven and his first words were 'what the heck is that noise' - he picked up on the high pitched sound. Further on after inspecting the oven he explained that two parts had broken and needed replacing. He actually said he was surprised that the oven had ever worked at all. He filled out his ticket and said that the parts would not be available for a couple of weeks. Great I thought, how do I feed the family now - bit expensive eating out or getting take out every night.

I let Wednesday pass and then started to do some research on the web (finding this site in the process). I read up on the Sales of Goods Act and Trading standards information. I then decided that under those terms I had reason to believe that the faulty oven was causing me 'significant inconvenience'. I called the Curry’s store and spoke to customer services who told me they would have to talk to Hotpoint. They told me I would not be able to get a replacement as a repair had been offered. I explained that the length of time was unacceptable to wait for spares and that the engineer had also mentioned that the oven may still not work properly with the new parts. All I wanted was a new oven or I would choose another. Eventually the Curry’s manager spoke to me and said that he would have to wait for a decision from the 'escalation' department at H.O. before being able to offer me a replacement.

While I waited for his return call, I spoke to the Trading Standards and received a Reference number - they seemed to think I had understood the 'Act' correctly and it was Curry’s who would not play ball. Why do we have this legislation if it is not governed by any agency with any power to do anything? The manager rang me back and said that Indicite - the Hotpoint parent company had refused to give me a replacement, stating that a repair and supply of parts was booked for Mon 7th April. I did not want to loose my rag - which I had been finding hard to do all day. I just told him that on Trading standards advice I would be writing him a letter explaining my dissatisfaction of his company’s service and that I may try to claim expenses for eating out for the next 10 days or so. To be honest I thought it was more like a case of 'a puppet on a string' who only took orders from above.

I am now hoping some of you good people can give me some advice - Am I wrong / right What should I do next. And why have a SOG Act if retailers make it up as they go along - i.e., My contract is with the shop not some parent manufacturing company.

If you have bothered to read this rant I thank you - it may be a bit long - but just the facts madam, just the facts.

[ForestChav]

Why do you think them offering the repair is causing you "undue inconvenience"?

[WizardWheels]

Why do you think them offering the repair is causing you "undue inconvenience"?

 

Loss of amenety due to not having the use of the oven. A valid claim I think.

[Conniff]

Why do you think them offering the repair is causing you "undue inconvenience"?

 

Trying to feed a pile of kids on sandwiches for a few weeks.