Luckily, Tolii and Tosha were not near.
But what are we to do for our planned dinner party this Saturday!?
Have a look at the result in the picture to the left. A full-size image is also available (right-click here, and choose “save link as”).
Our kitchen was installed by Ikea just last year (after much fussing with the installation, mainly the solid wood countertop).
The oven was made by Whirlpool for Ikea, model 85791601551 “Mumsig”. Its article no. 80094778 (our 2007 model had a slightly different name than the current 2008 model, “DÃ…TID OBI M10 AN”).
Ikea were good in the past with putting things right, I can only hope they will be again this time. I’ll update this blog entry with what happens…
Update 11/03/2008 3:30pm: Ikea rang to say they will arrange for Whirlpool to do a “survey” and that he is ordering a new oven. So, off to a very quick, and good start!
Update 14/03/2008 2:20pm: Ikea says they must send out an Whirlpool engineer; and they say they have ordered us a new oven which will be delivered on Wednesday, the 2nd of April. They said they will contact the same fitting company used originally to put in the new oven, at their expense. The fitters will come only after they are told the replacement oven is actually in our house.
Update 15/03/2008 8:00pm: Our dinner party with Gill and Mike. Katya manages to create a wonderful Thai dinner without the oven.
Update 20/03/2008 1:30pm: A repairman for Whirlpool arrived unexpectedly – he wrote a report which said “Oven outer door glass shattered”. I paid him £50; which Ikea has promised to reimburse me for. An interesting tid-bit: the serial number of the oven includes the date of its manufacture. In our case the first part of it, “390646″, means it was made in week 46 of the year 06 (i.e. 2006). Don’t know what the 39 means, though.
Update: 25/03/2008 4:00pm: Ikea called to refund me the £50 fee for the survey engineer. All going well so far.
Update: 25/03/2008 4:30pm: Hampshire Trading Standards called; I gave them the purchase date, model and serial number so they can log it in their internal database at Consumer Direct. He’s passed the case onto the “local home tranding standards for Whirlpool in UK” group. I may or may not hear from them; but supposedly they have contacts high up in Whirlpool to whom they can report the issue if it turns out to be a situation that happens frequently.
Update: 03/04/2008 3pm: The new oven was delivered. No indication yet when it will be installed.
Update: 09/04/2008: Called Ikea to ask again about installation; they said they contacted the installers, Core and Ore, on 1st to tell them that the oven was being delivered on the 2nd. I asked that they be contacted again and an installation date arranged. Ikea said Core and Ore would call me to arrange this.
Update 11/04/2008 2:30pm: Called Ikea again because Core and Ore had not called me to arrange an installation date. Ikea is calling Core and Ore; they said Ikea would ring me back after contacting them.
Update 14/04/2008 11:45am: Ikea says that Core and Ore are aware that they must fit oven. He said that remedial authorization form from them has not been received by Ikea! When it is, Ikea will process it and return it to them within the day. He said he would call C&O every other day about it. Once they have it, then C&O should call me to arrange a fitting date. I complained about this long process — the oven was delivered two weeks ago and C&O haven’t got the first step of the install process done yet!
Update 21/04/2008 1:40pm: Ikea says that paperwork from C&O done on 14th (huh!?). C&O received the order from Ikea to do the installation on 15th. C&O should be calling me this week to arrange what day the fitting of the new oven will take place. Ikea reconfirmed that it would pay for the installation. When I said I need it done before my holiday in June, Ikea said that it shouldn’t drag on that long…
Update 01/05/2008 8:00am: Email sent by me to Ikea to say that I have yet to hear from C&O regarding its installation.
Update 01/05/2008 4pm: No reply or response received so I called Service 87 who did the “survey”. They can do installation for £79; no indication yet when they could schedule it for (once I have that then I’ll inform Ikea and give them a deadline to get C&O out to my place). The Service 87 said I would have to call their 0870-429-4270 number [I will also try their direct number from their invoice, to save the hefty 0870 charges: "Say No To 0870"!]
Update 09/05/2008 11:20am: Ikea says that C&O don’t have any fitters in our area. I demanded that the oven be fitted within the next 7 days or else I get it installed and claim the money back from them. Ikea said to see if I could find my own fitter; and they would reimburse me. We agreed to talk again next Wednesday to see if I had any luck. In the meantime, they would keep at C&O. They also admitted that I wasn’t alone in my complaints regarding C&O not fitting items! Ikea said that they would talk about compensation for all this hassle after everything was resolved.
Update 12/05/2008 noon-ish: Called Service 87, who did the original survey (see above). They said they could do fitting for £79 on next Friday! However, they don’t have the ability to take the old oven away. I agreed to have the install done anyway and had them fax me a quote, which I then emailed to Ikea. I told Ikea that they’d have to take away the old oven once it is removed.
Update 14/05/2008: no call from Ikea; nor any reply/confirmation to my email. Looking forward to Friday!
Update 16/05/2008: Service 87 came but could not swap the ovens because of the way Core & Ore had wired in the oven. The microwave, and possibly the cabinet would have to be removed!
Update 18/05/2008 18h54: Email sent to Ikea telling them of situation (there was a message on our answerphone from 11am this morning – Ikea wanted to talk to us about the quote we sent them [for Friday's visit!]. Swift). We gave them to 1 June to get Core & Ore out here to put all this right.
Update 03/06/2008 14h30: A manager from Core and Ore phoned Andrew at work. He said that an installer was at the house but no one was answering. This turned out to be a lie. Andrew’s mother was in the property. Later, she said that the installer told her that he first went to 3 Bell Drive (no such place, maybe meant 3 Bell St); and then flat no.3 (probably 3 Bell Mews).
Update 03/06/2008 14h35: The Core and Ore installer finally went to the correct house! He took out the old, broken oven and installed the replacement. He said that Ikea must come to pick up and dispose of the broken oven. An email was sent at 8pm to Ikea requesting this.
Update 25/06/2008: There was a message on our answerphone saying they could pick up the old oven on Monday. I sent Ikea an email saying that was fine with us.
Update 01/07/2008: The old oven was not picked up yesterday. I have sent another email to Ikea to query when they will pick it up. I made a request for compensation for all this hassle!
Update 03/07/2008 2:30pm: Ikea (kitchen installations group in Peterborough) called me at work to say that they would not be picking up the old oven after all! They said that it wasn’t cost-effective. They said I would have to do all the disposal arrangements myself. I had none of this! I reminded Ikea that they had promised to pick it up; and had even arranged a date. Now they were going back on that! I also mentioned that under the WEEE directive that they are obligated to take back waste electrical goods. The person on the phone said they would talk to their supervisor. Then I got onto the phone to Which? Legal to ask their opinion; The main argument would likely be that this is a case of breach of contract: Ikea had said they would dispose of it and now they say they won’t. It might be argued that the broken oven is their property now and thus I could say I would charge them storage fees until they collect it.
Update 03/07/2008 3pm: Ikea called back and left a message. They said they would pick up the broken oven.
Update 03/07/2008 6pm: Ikea customer support in Bristol (the store where I bought it) said they would pick it up on Monday the 7th. I replied and said that was fine; and that the oven was outside ready for pick-up at any time.
Update 07/07/2008 9:15am: Ikea called from the delivery van to say they were picking up the old, broken oven that we had left out on the driveway for them.
Update 07/07/2008 7pm: Sure enough, after getting home from work, we saw that the old oven had been taken away! No word on any compensation for all this bother, though!