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Help with faulty cooker please

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I really need some help. 17 months ago I purchased brand new white goods through ao, we had never had new but hubby got a bonus at work so we replaced the fridge freezer, cooker and washing machine… Read More
steedam Avatar
5m, 2w agoPosted 5 months, 2 weeks ago
I really need some help.

17 months ago I purchased brand new white goods through ao, we had never had new but hubby got a bonus at work so we replaced the fridge freezer, cooker and washing machine.

I can't fault Ao at all, they've been brilliant. ... The issue is my cooker.

I stupidly got beko, we'd had one before and said never again but there weren't many other options so we ordered the electric cooker with ceramic hob.

The first time we turned it on I had to call them because the light didn't work, it was just a bulb so nothing majorand an easy fix.

Now, just 17 months later it's rusty! All around the edge of the hob it's peeling and there's visable rust....It looks a mess! It's been quick too, I noticed it just a few weeks ago now the paint is bubbling and peeling in big patches.

I have NEVER used anything on it, not even hob cleaner. I always wipe with a damp cloth and then a dry one. .. I wanted it to last so ive been very been gentle (after years of hand me downs I really wanted to have this for years)

I called beko who said they've come across it before and not to worry they'd send an engineer, it was all booked.

The next day they called and cancelled saying as I'm out of the 12 month warranty they will do nothing!

After lots of arguing back and forth that 17 months is not acceptable for brand new cooker to look like this I gave up with beko and asked AO for help. They've managed to get beko to agree to pay for parts, ao are putting £40 towards labour and total cost is estimated at £60-£80 so we'll have £20-40 to pay.

Whilst it's progress I don't think I should be having to replace the top of a 17 month old cooker... anything else I can try?

I thought they'd want to find out why it's happened, fix it and stop it happening again but they don't care.

The engineer is an all day time slot and it has to be their engineer that'll come out and look then order part and come back again to fix so it's also 2 days off work.

I know I'm "lucky" to now be getting the part and help from AO but it's clearly faulty.

Any help appreciated please.

Thank you
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steedam Avatar
5m, 2w agoPosted 5 months, 2 weeks ago
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#1
You could try saying it is "Not Fit For Purpose", but the further out of warranty something gets, the more difficult it is get get a replacement/repair.
Having said that, Beko as good as admitted it is a production/design fault, by saying other people have the same problem, so that boosts your case, you can claim it was faulty when sold, but the fault has only just manifested itself.

Did you tell AO what the BEKO people said to you? They might push for a full repair cost, other than that, you could threaten to call BBC Watch Dog.

Good luck, come back and let us know the final outcome.
#2
I threatened watch dog recently to first utility. What was supposedly my new supplier problem soon become a solved problem when i mentioned watchdog. Nothing to lose.
#3
Seems unreasonable for it to look the way you say it does after less than 2 years. However its gone past the warranty period, so you've managed to wiggle something out of them, which is good.

I would get it repaired and sell it on. Get yourself something better than a beko. Indesit, rangemaster..etc. Posssibly even buy it used but in as new condition, if budget is tight?.
#4
next time i k ow it can be dearer but i just got hotpoint cooker 10 year free parts. beats 9 years insurance or money to find.
#5
Thank you. I think I will just get it fixed and cut my loses. ... The second hand one we had was in better condition. Absolutely gutted and feel stupid for buying beko again.
#6
Well we still have to pay labour,and gone with gas this time around. Meat as in joints taste so much juicier or its undercooked lol.
#7
We have no gas so has to be electric but ill look into that 10 year parts thing with hotpoint.
#8
steedam
We have no gas so has to be electric but ill look into that 10 year parts thing with hotpoint.


look at their labour charges, they usually make hotpoint owners regret thinking that 10 year parts was good value.
#9
shadey12
steedam
We have no gas so has to be electric but ill look into that 10 year parts thing with hotpoint.
look at their labour charges, they usually make hotpoint owners regret thinking that 10 year parts was good value.
Exactly. Hotpoint 10 year warranties are just a scam. Terrible unreliable products too. Always bottom of reliability surveys.
#10
The only issue with forcing the "Not fit for purpose" scenario (which would be the correct way to go) is that you will need an engineers/technical report to prove that the defect is through bad manufacturing process and not "mishandling" which will cost for the report and if in your favour would be re-imbursed by the manufacturer (or seller) but if it proves nothing it will cost you.. Your contract is with AO not Beko

Have you searched the interweb thingy for similar faults with the manufacturer or model number?
#11
Not, ideal but I would be tempted to just pay the cost requested. Not a huge amount and you should not have to replace parts after such a short time but cheapest option to make cooker look good again, These things are not built like they used to be, unfortunately just a fact of life now a days.
#12
If you paid on a credit card can you contact your card provider and ask about a claim under section 75?

If they suggest an independent report to show it is a manufacturing fault / defect then it is possible they will reimburse any cost for such a report. If the issue is found to be in your favour then you maybe able to push for a new cooker.

Probably worth giving your card provider a call and seek further advice.

Good luck
#13
farmeruk1
next time i k ow it can be dearer but i just got hotpoint cooker 10 year free parts. beats 9 years insurance or money to find.
Not really free when you have to pay £130+ for them to come out!. Parts cost peanuts, they're very poor quality 10 a penny. I genuinely think Hotpoint make more on call outs than they do the actual products they sell. They're absolutely crap.
#14
That labour charge for two engineer visits is very very cheap, are you sure it was not a per visit charge. Its cheap for even one visit, Hotpoint etc charge £130.

I would call AO back and state that after further consideration the offer to part pay for labour is a unfair charge due to the cooker being inherently faulty as you were informed by Becko. If no joy then inform them you will be seeking a independent engineers report and if found as a inherent problem will be expecting AO to cover the cost of the inspection and the repair cost of the cooker.

Remember AO are not being fair. Your contract is with them and as such the repair is their responsibility.
#15
#16
Send an email to beko CEO explain the situation and ask them for their thoughts, include pictures. Most companies have higher level that you can go through to via their CEO though not all, normally you will get a reply within a couple of days and a resolution quickly after.

http://www.ceoemail.com/s.php?id=ceo-9170
#17
Thank you everyone. I will go back to ao now and email the ceo too.
#18
you do actually have a minimum two year warranty - not with AO but with Beko themselves - they will try to get out of it but phone citizens advice and get the relevant details from the sale of goods act.
I know that after nearly 3yrs tesco actually replaced with a brand new cooker one which had a similar issue - even though it only ever had the standard 1yr warranty. They actually were pretty amazing in all honesty.
But back to Beko & AO - AO have done pretty well to help but you are entitled to more, don't take no for an answer - take them to small claims courts if needed you WILL win. (It normally doesn't go anywhere near there) - its not fit for purpose & its not durable - white goods should last a lot longer unless physically abused by the user - as you say you only use a wet cloth and then a dry cloth - no chemicals - its not your fault.
Please get in touch with CAB - or Which - Or even any of the TV morning programs about scams and consumer rights - they ALL will help
#19
Thank you. I have told them i welcome any inspection as i havdnt used anything on it, ive been very careful. Ill put my foot down a bit more.

quote=jamieww]you do actually have a minimum two year warranty - not with AO but with Beko themselves - they will try to get out of it but phone citizens advice and get the relevant details from the sale of goods act.
I know that after nearly 3yrs tesco actually replaced with a brand new cooker one which had a similar issue - even though it only ever had the standard 1yr warranty. They actually were pretty amazing in all honesty.
But back to Beko & AO - AO have done pretty well to help but you are entitled to more, don't take no for an answer - take them to small claims courts if needed you WILL win. (It normally doesn't go anywhere near there) - its not fit for purpose & its not durable - white goods should last a lot longer unless physically abused by the user - as you say you only use a wet cloth and then a dry cloth - no chemicals - its not your fault.
Please get in touch with CAB - or Which - Or even any of the TV morning programs about scams and consumer rights - they ALL will help[/quote]
#20
If I go down the small claims route am I claiming for the full cost of the item as it's faulty or just the repair?
#21
I would say it would depend on an independent report, they may say it's not economical to repair so a total replacement may be only option.
speak with cab/which they have people they know that don't rip you off.
I really don't think it would go as far as a small claims. AO have had bad publicity before but I've never had anything that they didn't sort, eventually. but Beko are the ones at fault, they are the ones to rip to pieces!!
btw, did u pay by credit card? or as advanced bank account?? you may have legal protection with them or home/car insurance. there's usually ways around things

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