AO.com customer service

[Babytalkobsession]

Hi,

Would appreciate advice if there's anything I can do about this situation.

Bought an oven from AO. I did a load of research and specifically chose one with pyrolytic cleaning. The oven arrived and our electrician installed it. Fine.

However, went to use the cleaning function a month later and couldn't find details in the manual. It transpires that they sent us the wrong oven.

It looks identical, the serial number ends in the same 5 digits but the 3 letters at the beginning are different. The oven we have is a lesser alternative.

The company have apologies and offered either £50 (the price difference at the time - the price gap is now £100 as the one we wanted was on promotion) OR they'll send the correct oven but we'll have to fork out the electrician again.

I've said I want the correct oven plus £50 compensation to cover electrician. They've declined and sticking by their original offers.

Is this reasonable? Am I covered by any distance selling protections? I know we should have checked it when it was delivered. There was a lot going on, and I recognised that the last 5 digits were what I was expecting and that was that.

I'm grateful for any advise. Thanks

If you made the error in not checking the MODEL number, AO are within their rights.

Do you mean serial number or model number?

Yes the model number. It goes something like this BCS551020M versus BCP55101M so very similar and an easy mistake to make (they made the same mistake!)

I'm surprised they're not offering any kind of compensation, by way of an apology for all the emailing and faff involved.

AO used to be invincible on customer service but with my washing machine it was one disaster after another to the point of legal advice on my part being sought. Took months and best I got was £50 refunded.

At best I suspect you’ll have to accept 50/50 liability. I, going on my own experience, cannot see you achieving any more I’m afraid.

My understanding is that, contractually, you have no right to any replacement or compensation, because you accepted the model when it was delivered and therefore madd an implied acceptance to a change in your original contract with them. On that basis AO don’t have to offer you anything so I’d accept anything that they are offering.

Happy to corrected by someone more knowledgeable with the relevant case law and legislation though.

I hope you get it sorted

‘made’ not madd

I think distance selling regulations only cover the first 14 days after delivery, bug some companies go above and beyond this in their terms and conditions.