Monday 23 October 2017

Warranty row over kettle has me boiling

Q Fiona contacted Smart Consumer because of a dispute over ber broken kettle.

She bought the kettle in Debenhams in January 2010, and after a troubled life in April this year "it finally gave up".

However, on reading the guarantee from Morphy Richards, Fiona was pleased to learn it had a two-year guarantee.

But when she contacted Morphy Richards in the UK, it advised her to return it to Debenhams.

The confusion began when Fiona took the kettle back to the store with the receipt and guarantee.

Fiona writes: "the manager said their guarantee was for one year. I explained what Morphy Richards had said and they said no, the kettle had to be sent back to the UK. So I posted the kettle to the UK with my guarantee and receipt."

She then received a letter back (with the receipt, but without the guarantee), again advising her "as a result of a change in policy, the warranty on your kettle is the responsibility of Debenhams". They also said they would post the kettle back.

She subsequently wrote to Debenhams, but has not yet received a response, and Fiona doesn't know what to do next.

A If a two-year warranty came with the kettle that Fiona bought, and one that included the provision of getting a replacement for a broken one within that time frame, then this is what Fiona should have received.

Smart Consumer contacted Debenhams to find out more.

Debenhams was very prompt in responding and while it didn't provide an explanation as to why the confusion occurred, it confirmed that it was "replacing the kettle for Ms Kealy and are writing to her to confirm and apologise for the delay".

Irish Independent

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