Oven door seal, part doesn't fit, refund refused...

[Valley Boy]

Hi all

 

Not sure which sub category this should go in so here I am in the general retail area.

 

I bought a replacement seal for my oven door.

This was direct via the Hotpoint spare parts department, bought over the phone.

I gave the oven model number to the operator who advised the correct part and took payment.

 

On receipt of the item

I've found that it is very similar to the original part (but not the same) but does not fit the oven.

 

 

I've called Hotpoint four times to try and resolve the issue, they are excruciatingly difficult to deal with.

 

 

They are refusing to refund because the 'correct' part has been sent,

have accused me of being incapable of fitting the part

(seriously, fitment couldn't be more straightforward!),

and have three times told me that they must check with their technical team

and call back but have not called back.

 

 

I have tried to escalate the issue but their operators refuse to let me speak to a supervisor

and there is no number for complaints.

 

A refund isn't really what I want (but will settle for this).

I can't use the oven without a seal. This oven is only three years old!

 

I'm a bit stuck and would be grateful for any helpful advice.

 

TIA

VB

[i hate bailiffs]

As this was brought over the phone

You would of paid by card

 

If not forthcoming with a refund simply do chargenack via your bank

[Valley Boy]

Thanks

 

I paid with visa debit, can I still do as you suggest? Is there a time limit? It's now been almost 14 days since transaction was completed.

[BankFodder]

Apart from anything else they are required to accept the return and provide you with a refund – even if it is the correct part – under the distance selling regulations contained in the recent Consumer Protection Regs - http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations

 

Send Hotpoint an email formally rejecting the item and tell them that if they refuse to accept it, then they are breaking the distance selling regulations which give you 14 days to reject the item for any reason.

 

In addition to that, if you are sure that you are attempting to fit it correctly and that it is not the part which fits your oven, then you should inform them of this as well.

 

Unfortunately, I can imagine that the value of this seal is so low as to make it scarcely worthwhile taking any more serious action. I'm sure it must be complete nuisance.

 

How much are you talking about here?

[Valley Boy]

It's £32 so not huge value but there's much more value in the oven that is now rendered useless, £500!

 

Thanks for the advice by the way.

[Valley Boy]

......Oh, and any takers for advising a sensible email address to use for this (hotpoint address of course)?

[dx100uk]

pers i'd go do a chargeback via your card provider

[it's 120 days from when you realised the problem]

AND

go back to where you purchased the oven from..the retailer.

under the old sale of goods act

the 'item' has failed within a reasonable time

and you should be provided with a replacement seal FREE OF CHARGE.

 

 

you should not have to pay for anything that has failed

 

 

how old is the appliance..?

[Valley Boy]

Appliance is just coming up to 3 years old.

[dx100uk]

still covered by soga etc.

 

 

who was the retailer

[Valley Boy]

Retailer was whitebox.com

[dx100uk]

https://www.whitebox.co.uk/services/your-rights

[silverfox1961]

Hang on a minute. You bought the item through Whitebox yet you are talking to Hotpoint. This seems rather odd to me as Hotpoint may be the supplier but the seller is Whitebox and any correspondence should be with them.

 

As for Hotpoint, this is the email address for the boss

 

[email protected]

[unclebulgaria67]

I think with this type of electrical appliance, the instruction manual or warranty documents tell you to contact the manufacturers.

 

Regarding the part number, it might be worth phoning enquiring what the part number is for this model to see if matches what was sent. I should imagine the OP contacted them saying he had part number x sent and it did not fit. They have then fobbed him off, not willing to send another, even if the first was wrong.

 

Also is there a particular way it has to be fitted ? I should imagine it has to be a tight fit and might need a little experience of how they are fitted.

 

The OP should not really be having to mess around. Retailer should be sorting this out.