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“Big mistake - a “Friday afternoon” product ”

Written on: 30/09/2021 by kirstid123 (1 review written)

I chose the Falcon Continental 1092 Dual fuel range because of its sturdy and smart looks, it’s 5 generous burners (rather than 7 or 8 unnecessary ones) and 2 large fan ovens that you can see into and that are not right at ground level. It was part of an expensive kitchen makeover, so we splashed out for good quality. Or so we thought.

What a disaster. First it arrived missing a small but essential part of the wheel/levelling mechanism. I contacted the retailer who contacted Falcon (Aga Rangemaster actually) to send a replacement. After about a week the wrong part arrived.

In the meantime we started testing the range. The range front and sides got really hot, and it was clear the cooling wasn’t working. We contacted the company directly and they sent a third party engineer - 10 days was the quickest they could do. He arrived alone (unable to move a range on his own, but it was already pulled out fortunately) and discovered that the cooling fan wasn’t even connected. So clearly no quality checking process during manufacturing. He connected it, but it wasn’t running on after the oven was switched off, so it wasn’t working properly. Another call, another 10 day wait.

Separately we were eventually sent the correct part for the levelling mechanism, but it was clear that this would be able to be fitted to the oven base on site. It’s not like you can just flip these things over!

When the second engineer arrived (again alone) with the incorrect parts plus was unable to fit levelling mechanism, he just went away to file a report that is wasn’t repairable. So one month on with no oven, we were faced with at least a 6 month wait for a replacement.

In the end we got the retailer to substitute a different make of range - of course we needed plumbers and electricians to disconnect and reposition/reconnect pipe/wire.

I would steer well clear of Falcon ranges, and I don’t think much of Aga Rangemaster customer service. Fingers crossed we get on better with the new one.

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