We recently purchased our third Neff equipped kitchen in the space
of 25 years. We chose Neff because of its reputation and reliability,
and from our personal experiences with the previous two kitchens.
The purchase was made in November 2001 and installation took place
in December of that year. We noticed recently that the control
markings on the Stainless Steel hob (Model T2163) had started
to rub off. As we never use anything other than a wet cloth to
clean the surface we do not consider this to be ‘fair wear
and tear’ and our new kitchen is taking on a second-hand
appearance as a result.
I telephoned Neff's Customer Liaison Department who advised that
they would arrange for the top to be replaced free of charge,
but as the item was out of guarantee (by a few months!) they would
have to make a £49.50 “Call Out Charge”. I am
sure that this is a latent defect, for which Neff remain responsible
for the expected life of the product regardless of any guarantee
obligations. Neff are unsympathetic.
When you consider the implications of this 'generosity' it becomes
laughable. The markings have lasted just over a year, so we should
prepare to have to replace the top once a year for the next 10
years or so. Presuming Neff continue with this £49.50 charge
on each occassion (of course there's no guarantee they will!),
this will cost us £500 during the life of an appliance which
only cost £134.00 brand new!
Another problem has now come to light. The door handle on the
oven is becomming loose. The only way to get to the fixing is
by removing the glass front which is bonded to the door. This
then has to be returned to the factory to be re-bonded. In reality
the cheapest option is a new door at some £200.
Is this good service?
I have telephoned (14.02.03 & 20.03.03) and written (01.03.03
& 16.03.03). Responses from the Managing Director's assistant
(Miss S H) lead me to believe that she does not know (or does
not want to know!) what a Latent Defect is.
