|After 3 minutes at full power in a 1000W microwave!|
So, got a new microwave from ao.com last month.
I have to say that, overall, they were very efficient and reliable delivering the microwave and delivering and installing the dishwasher we also ordered. Very impressed.
In spite of ticking the relevant box on the order form they did spam me trying to sell an extended warranty, but they shut up when I quoted the The Privacy and Electronic Communications (EC Directive) Regulations 2003 at them.
But the microwave was not quite right. We all thought so, but had not done scientific tests. The biggest clue was microwave pop-corn. In a 950W microwave this would usually be 1½ to 2½ minutes. This is a 1000W microwave, but after 4 minutes the bag was still flat! If you microwaved for 10 minutes it would just about cope, but clearly was not right.
I do worry about the safety of this - if this is pumping 1000W somewhere other than the food, where is it going.
By the time we had concluded that it was clearly not right it was nearly Christmas and over the timescale of The Consumer Protection (Distance Selling) Regulations 2000, so I decided that once Christmas was over I would contact AO.
Christmas eve it stopped working totally! I had to go find a microwave at 5pm on Christmas eve. There is, indeed, a Tesco value microwave on the shelf to take away in a shop that was open until 7pm on Christmas eve. Well done Tesco. It is not as big or as powerful nor have the grill and convention oven features or such, but it managed for Christmas day and Boxing day. So I am already inconvenienced and out of pocket. As it happens my son needs a microwave for his new flat, so it will go there eventually.
So, I contacted AO. Their reply was that they would contact Panasonic to inspect it and arrange a repair.
So I explained that I was requiring a replacement - that it was faulty from the start and that I was entitled to require a replacement, or failing that a refund.
Three times now they have stated the way they work is to inspect to decide if a repair or replacement is the course of action to take, so I have ended up having to quote 48B(1)b of Sale of Goods Act 1979 at them yet again and ask when they will arrange replacement.
They argued points in the Sale of Goods Act, suggesting that they get to choose if refund or replacement, and I argued points back at then.
In the end I pointed out that as it was faulty from new, and failed within 6 months, I was in a position to rescind the contract and demand a refund. If I do that I would be able to order a new one which, given their efficiency, I could get the very same day. So if they were not going to offer a replacement that would be similarly convenient, I would rescind the contract.
We'll see what happens, but I am concerned that they are not taking this seriously and considering it all under the optional extra manufacturers warranty rather than my statutory rights. I am, none the less, trying to be polite to them.
Update: After a lot of emails and a lot of quoting the Sale of Goods Act, and (one has to wonder) my blog post and tweet on the matter, I got a call. They are sending a new one for tomorrow and collecting the dead one, and giving a £20 credit. So, finally, we have a result. Well done, albeit a slight struggle.