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Got a customer who purchased the above appliance not from us but another supplier. Evidently he paid £ 1200.00 for this and has had it only three months and has already had three service calls to attend to a faulty Rotisserie Motor.
So far in the time span he has had this he is on his third motor, this customer has contact us and asked if we can supply him with a report for his Card Company which they have asked to to obtain which is to show why these motors are failing and if they are of merchantable quality.
As this customer is known to us this is why they have asked us if we can do such a thing and provide a report. Now having seen this motor it is evident that the problem seems to be that its a square shaft in a round hole issue and that the insert seems to be worn excessively so much so that the shaft spins and will no longer turn the spit. The service agents who have been sent by De Detrich have said off record that its a pile of junk hence three motors in three months and how often would one use a spit anyway. On record they say they cannot say that ! but common sense tell you all is not well.
Now we all know about becoming embroiled in such a situation and if we were to say that the part is not of merchantable quality or fit for purpose I am sure as the No 75 bus coming along so would a law suite asking us to provide proof. I am keen to try to help the customer but not at the expense of incurring legal action. How could I proceed and provide some form of report which the customer could send to his Card Company maybe to the effect that it would be reasonable to suppose that a part like this should last longer than three months, but without an independent expert test of the part it is impossible to say why the parts are failing on such a regular basis.
Or would the best thing be to advise the customer that we cannot help due to the risk of litigation. ?
Re: DeDetrich DOD788 Problems
Has anyone ever asked the customer what they are putting on the spit and how much the food weighs, there is a limit on how much those motors can take
Re: DeDetrich DOD788 Problems
Yes I asked the customer what how they were using is, evidently they cook chickens which way 3.KG which the spit on this cooker is supposed to be able to managed, I have not seen the technical specs as to weight as yet but out the top of my head 3KG seems reasonable ?
Re: DeDetrich DOD788 Problems
I’ve checked the instruction manual and there is no maximum weight limit stated in it, I have sold a lot of these and not had a problem like this and a lot of my customers do use the rotisserie function, best bet would be to contact Bill at De Dietrich technical and find out the weight limit and any other technical information on the rotisserie function you need, 3kg does not seem excessive in my opinion.
Re: DeDetrich DOD788 Problems
I’m no legal expert and I stand to be corrected but I think you can give a written expert OPINION without fear of landing yourself in court. You are an expert and you are entitled to your opinion! The company are entitled to contest your opinion but I suspect these things would be very unlikely to land up in a court, unless there’s a lot of the machines doing it and someone brings a class action. And nobody is going to come after you in such a case.
Mike.
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