Is This Right?

[thelewisgang]

I recently wanted to replace my old combi microwave so started looking around. I needed one with a convection oven again as living on my own, I don't have to heat up a big oven. 

I found one offering a microwave, grill, air fryer, convection so looked at the info on their website. All seemed good so I went ahead and bought it. That is when things didn't go to plan. 

First of all the door, when closed, has a bigger gap at the bottom from the top and I didn't think that was right?(I will add images).

https://ibb.co/0RsRR0BW
https://ibb.co/tM854R5d

Then on looking at the quite useless instruction booklet, there was nothing about using the convection oven apart from alongside microwave power. I had no idea what that meant & no info listed nor recipe ideas etc. I will add that they have changed the wording on their website from microwave, air fryer, grill, convection to microwave+convection

I emailed the company & asked about the gap in the door. Their reply was this would not affect its performance. I replied to tell them I didn't expect a new item to have cosmetic issues. 

Then I asked about the convection oven and received a reply telling me there is no convection only mode on this oven. The four modes ar airfry, microwave, grill and microwave+convection. I have been informed using the airfry/convection is very similar to using an independant convection setting.

 

[barry1010]

As you bought it online you have 14 to inform the company you are returning it and another 14 days to return it. You don't have to give a reason.

[thelewisgang]

I didn't actually buy it online. I bought it from a shop but before purchasing it, I went onto the manufacturer's website to read the information that was originally stated.

[Buenchico]

The door height looks to be well within normal tolerances to me.  If the retailer advertised the oven as having a convection-only mode though(e.g. by displaying it in a box showing that such a mode exists) then it's not "as described" (and/or it's not "fit for purpose"), meaning that you've got 30 days to return it for a full refund.
https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

[Old_Geezer]

I'd not be overly impressed by the door. Either it wasn't fitted properly, or it's had a bash.  If it worked I may not be fussed getting it replaced, but I think the option ought to be there.

[thelewisgang]

Thank you for your replies. As I said in my post last night, I read about this item on the manufacturer's website and looked this morning at the screenshots on my phone. Sure enough, I had kept one which was mid - late April and it stated one of the modes was "convection".  Since then they have changed their wording to read "microwave+convection" possibly because they had made a mistake with what had been written. 

https://ibb.co/r2KY4KQ8
https://ibb.co/YgSLCMg

I still have no idea how this microwave+convection works either. By pressing this button it shows a choice of temperatures but no idea how the programme works as one thing.

I don't think the shop where I purchased it will take it back/refund me so I will again message the manufacturer for their response. 

 

[barry1010]

The shop doesn't have a choice, it's the law

[barry1010]

What make and model is it?

[jno]

as barry said - if it's within 14 days just return it, you don't have to give a reason, and they do have to take it

[barry1010]

The 14 days doesn't apply as he didn't buy it online.

He can return it within a man as it is not as described nor fit for the purpose he bought it (to use is as a standard mini convection oven with additional settings).

[jno]

ah yes, sorry, I missed that bit

[barry1010]

Easy done 🙂

[thelewisgang]

Barry1010. If is a Haden model number 211064. Because the retailer (Lidl) are refusing to take it back/refund me, I have emailed Haden for their response. I am just glad that I took a screenshot of the original advertisement on their website. I have no idea when they realised the wording was wrong and it was edited. I purchased it on 21st April so not far off the 30 day Trading Standards policy

[THECORBYLOON]

Can you post the screenshot you took?

[barry1010]

I'm very surprised at Lidl.  Did you tell them it is not as described nor fit for the purpose as it can't do what the advwert said it could do?

[barry1010]

Phone Lidl on 020 3966 5566 or email them stressing you are rejecting the oven and want a full refund because it doesn't comply with the Consumer Rights Act 2015 - it is not as described and is not fit for the purpose you bought it (it doesn't cook by convention only but the advert said it does).  Stand your ground

[barry1010]

Email them here https://customer-service.lidl.co.uk/SelfServiceUK/s/contactsupport?_ga=2.153236477.493791216.1608024284-862258847.1604932549

[thelewisgang]

THECORBYLOON. Look at my message at 10.29. I added two images, one was what I read when I was researching what to buy on their website before I bought it and the second image is what they have changed the wording to. Yes Barry 1010, I told them exactly that 

[Tuvok]

https://www.citizensadvice.org.uk/consumer/template-letters/letters/

[barry1010]

Well tell them again. Phone, email - tell them.

 

[thelewisgang]

I rang the number you gave me Barry1010 but no option to speak to a customer service agent, just robots asking questions!  I then decided to send an email and I have had an automated acknowledgement telling me they aim to reply within 24 hours. Watch this space. I will report back. I know my contract is with the retailer but as I mentioned earlier, I did email Haden again to point out I wasn't happy with what has happened and how they changed the wording on their website (whenever that was). I am so glad I kept the screenshot of their original advertisement. They have ignored my comments