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“Switches don't work, and they refuse to refund”

Written on: 16/02/2012

The look of the cooker hood I bought was first class. However, the control buttons did not stay in position when released, so the fan only worked if you kept holding the button in. I was sent a replacement button assembly which I couldn't fit as it was a soldered part, so I sent the hood back for repair. Premier Range then informed me that I had voided their warranty because the plug had been removed. The plug was removed as my electrician hardwired the appliance in; a common practice, and would have no impact on the successful operation of a button . In comparison, Bosch extractors fans do not have warranty conditions that prohibit the removal of a plug.

Premier Range agreed to repair it under 'goodwill' if I paid the courier charge. I paid it, and the faulty hood was collected and later returned . However, on its return it still did not have all the buttons working. This was witnessed by the courier driver as I made the point of plugging in the hood before he went. He replied "That's not right, I'll take it back"

I therefore had no choice but to send it back immediately with the same courier driver who had just delivered it! Premier Range has not provided me with their video evidence showing that it worked when it left their premises. I was promised this evidence. I therefore chose to reject the goods on the grounds that they were not of merchantable quality; in that the cooker hood control buttons were repeatedly faulty and they had failed to provide a fix that could endure the van journey from their premises to my home. Premier Range said that it worked when it was returned back to them, so I am wondering how it fixed itself on the several hundred mile journey back to Premier Range.

Despite many communications with Premier Range I have not been able to get a refund that the Sales of Goods Act allows for when supplied with goods that aren't of merchantable quality. Premier Range's communication were very focused on the terms of their warranty and not the Sales of Goods Act rights that a consumer has.