Kitchen village/tefal actifry

[swansea girl]

Hi all,
After having a Tefal actifry for just over a year it suddenly stopped working...I was so disappointed as expected it to last much longer as I only used it once ocassionly twice a month and for over £150 it wasn't cheap.
I spent a month debating if I should get another,I did! this time I bought it from kitchen village via internet a nice ltd edition black one for £130 odd quid,well I have had it since the beginning of March and used it twice went to use it today and it does not work
went on kitchen village website and there is no phone number for complaints only for orders,so sent them an email asking them to contact me to arrange collection and a refund.( I haven't heard anything from them yet )
So aside from coming on here for a rant,I was wondering if any of you have had dealings with kitchen village (as I am slightly concerned that I cant phone them) and has anybody else had any problems with Tefal Actifry?
sorry for long post!

[enrich100]

I would call them on their order number and request they either transfer you to customer services or deal with the problem straight away

I would sugest mentioning Trading standards as the terms and coditions say they will only accept returns after you have spoke to the manufacturer and got a auth code, however Im sure others will be able to tell you your rights, Im sure if the goods do not work after such a short period of time you would be intitled to a refund

[pdblake]

Their order line number is: 0844 770 4255

I'd call that and give them a flea in their ear. I'd also take the other one back. Just over a year doesn't mean it's not covered by the sale of goods act.

[swansea girl]

Thanks both
I am going to see if they reply to me by tomorrow morning,if not I will phone them,I just checked a consumer rights website and it says that its up to them to contact the manufacturer so I will tell them to do that.I hope I'm worrying about nothing and they will sort it straight away but from what it says on the terms and conditions and the fact they only have an orderline it doesn't sit right with me.
I could kick myself I even paid with Visa card just in case there were any problems so they could sort it out but as I paid it through paypal,(thinking it would be extra security)visa wont deal with it and paypal only has a 45 day policy to sort out any problems.
I couldn't see anything about if I'm entitled to refund on consumer website,but when I sent the email the subject came up as returns and repairs,which I changed to return and refund.
My old actifry went in the bin so I cant really do anything about that

If anybody reads this and was thinking of buying one please think again,when it works the food is lovely,but for two to break in such a short time frame it really is not worth it!

[Jeanied]

Make sure you tell them that you are reporting back on the problem on a large gardening internet forum, Swansea Girl - you never know they may see sense!!

[piskieinboots]

... a large gardening internet forum

one that is 'open to the public' and therefore their name is being SEO'd as we type

[Guttata]

Their order line number is: 0844 770 4255

I'd call that and give them a flea in their ear. I'd also take the other one back. Just over a year doesn't mean it's not covered by the sale of goods act.

This is correct. The sales of goods act give, in England and Wales, upto 6 years for a fault to show. Tefal do have the right to inspect it and make sure that it isn't fair wear and tear or misuse that has caused the problem. If it isn't they are obliged to repair or replace it. Just for future reference.

The 1 year thing is warranty, which is actually not worth the paper it is written on.

Which parts of their T&C are you concerned about?

This is not in their T&C:

7. Returns / Faults

If you have a faulty product that you wish to organise for repair you will need to contact the manufacturer, full details are usually provided with your product but some useful telephone numbers can be found on our about us page.

If after contacting the manufacturer they authorise a replacement please contact us by clicking here and specify their authorisation number along with a brief summary of events to date and your order number and post code.

If you have any other questions or problems please click here

Please note that products returned without an authorisation will not be accepted. Full details of our returns policy can be found in our terms and conditions.

This is incorrect. You have a full legal right to return for a full refund or replacement, and not just a repair, any faulty goods to the seller in a reasonable time.

This is because under the sales of goods act your contract is with the seller, in this case Kitchen Village, and not with the manufacturer of the item. Many shops will say to contact the manufacturer, either because they do not know the law or hope you don't, or it is actually faster to do so especially if you want a repair.

If you want to get actual help where your rights are concerned contact your councils consumer advice department:
Consumer Advice - City and County of Swansea

They are there to help you so don't be afraid to ask for it. If it gets to a point you believe you have come to a deadlock over the situation they may actually take over for you, and companies tend to cave quickly once they do.

Also take a look on the Watchdog site see if they have a forum and check there if anyone else is having problems with this company, and if so it may be worth them taking a look at it.

[Patchninja]

I bought one about 3 years ago. After a couple of months, it started to make a REALLY loud, grindy noise. not the normal, jet-engine noise, so I took it back. I had to take it back 4 times, as they kept saying it was repaired, but it wasn't. Finally, I made a HUGE fuss and got a replacement. It has been fine since. I was very insistant, as there have been instances of fires etc with this gadget.
I do like it, but I wouldn't pay for another one.
Good luck in getting yours replaced. MAKE A FUSS! LOL

[swansea girl]

quick update-
Have not heard from kithenvillage as yet,decided not to phone them as it does state orderline only,plus its 5p a minute could end up paying the price of another actifry by the time they answer!
Have sent kitchen village another email and will continue to do so everyday till they respond,have also emailed Tefal and told them how disappointed I am in their product,and also told them about kitchen village website saying I should contact tefal (even though it should be up to kitchen village,not me)
So as things stand ...I am waiting to hear from kitchen village and Tefal...and if things aren't resolved quickly I shall contact consumer advice (thanks Guttata)
Already feels like I'm going to be fighting for my money back!
I'm still so angry...

[Jeanied]

If you google Tefal actifry faults you will find that you are not alone! Apparently this product is notorious for going wrong / breaking. Tefal's customer service is also heavily criticised.
Best of luck in your quest!

[swansea girl]

Thanks jeanied, just googled! doesn't look good does it!

I am so upset with myself,after last one broke I decided that for it to break after a year I would not to buy another one but because I have an illness that means that I sometimes collapse without warning I thought it would be safer than a chip pan as my son could turn it off without any danger to himself if I couldn't do it myself so I ended up buying another.
I even bought the newer black ltd edition one thinking that because it was a newer version any previous faults would have been resolved! How wrong I was! I just want my money back...I could do without the hassle its really put me off buying online too

will let you know how I get on,thanks all

[Headfry]

swansea girl, whilst I cant offer any help (sorry) I am watching this post and hope you get the service and end result you want.
Please keep us posted.

[Guttata]

Wouldn't any fryer do then?

I got mine from Argos it was their economy range one it has both a switch and a timer, as does my friends from Aldis. Which means it switches itself off when the timer dings.

As you just want your money back tell them that and remind them that under the sales of goods act that is what you are legally entitled to. Saying that there is one proviso you are only entitled to a refund in a like manner to the payment method. As you said you used pay pal it will be a refund to your pay pal account.

If my memory is correct they should refund both the p&p of the delivery and the costs to you for returning it. This is where you will need to contact consumer advice as I am fuzzy on distance selling.

[swansea girl]

Thanks headfry,will do

Hi Guttata,I did not realise there were fryers that turned themselves off,I shall look in to it once this has been resolved,I was thinking that the actifry would be safer than a fryer full of hot oil if my son should have to turn it off if I couldn't...maybe we'll have chips again Thanks again,I shall remind them of that in my email tomorrow as they haven't responded at all even though I have given them my telephone number as well as my email address.
I have kept a copy of my emails to kitchen village and Tefal in case I do indeed have to contact consumer advice or indeed trading standards,its just so frustrating Broken machine and kitchen village are ignoring me

[Guttata]

Keep an eye on Adlis that is where my friend got his, they are less than £20.

Here's one in Argos: Buy Breville Easy Clean Deluxe Fryer. at Argos.co.uk - Your Online Shop for .

It is more expensive but atleast you know they will have it in stock if you get the urge.

I suppose it depends on what size you actually need it to be.