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Hi,
I have just had a customer complain that their Cannon Henley dual fuel cooker is creating too much condensation on the inside of the oven door and is dripping onto their floor. They reported this problem to us after about 6 months after purchase and we referred them to Cannon.They bought the cooker from us 15 month ago, it was changed for a new replacement by Cannon after 6-7 months and has been attended to by 4 engineers. The last engineer said Cannon will charge for another callout as there was nothing wrong with the cooker.
Firstly is this a known problem with this model cooker? Do Cannon have the right to just say go to the shop you bought it from?
The customer wants me to ask Cannon to replace the cooker with another dual fuel model or they want their money back. What is my position with my supplier and do I have to refund the cooker? I would appreciate some input as this seems like a difficult one for us as Cannon has refused to deal with the customer.
Re: Cannon Henley condensation issues
Legally as the retailer under the sales of goods act you are responsible.
Although a bit of back up from Merloni here would be of some help 👿
We’ve had two similar situations in the last 12 months (not the same fault) with Creda gas ovens, one double and one single. Both were replaced FOC by Merloni within 12 months, I even managed to get them to pay me to go and install them.
A phone call to customer services is required by yourself and don’t take no for an answer 😉
Dave.
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