Induction Cooktop Damaged by Repairer - Options?

roddo on 24/05/2022 - 00:01

Hello Ozbargain

I picked up a cracking deal about 2 years back when there was a special on whirlpool induction cooktop Whirlpool SMP658CNEIXL
It was on ozbargain and it has been amazing - paid $249 and built my kitchen around it.

However, a few weeks ago there was a fault where two out of the eight induction pads stopped working. I called up whirlpool warranty, No big deal - they would send a guy out to fix it. When he came, he said it was unusual but he thinks it's been siliconed it down to the benchtop.
He went ahead and ordered the parts.

On the second visit, he cracked the glass cooktop trying to remove it from the stone benchtop. He cracked it some more and then called his colleague who said that if they are siliconed in then it's not "installed to spec" and he shouldn't have touched it. He left it in place and no repairs were made.

I have been in touch with whirlpool's agent who have offered refund or replacement.
"Please be advised that we have assessed the customer's appliance and determined that it requires replacing or refunding as per the customers preferred option (pending stock availability in store). The reason for the changeover/refund is uneconomical to repair/irreparable".

Obviously I will be significantly out of pocket since the cheapest cooktop is about $1000. The exact same cooktop is available online for $1650. I am not sure if the other cooktops will even fit as my unit is 65cm; most units are 60cm.

I acknowledge that I got a bargain the first time but now I am out of a cooktop. I will push for them to replace it even with another brand but is there anything I can do if all they offer is the measly $249? In my mind - I might be wrong - but if they broke it, they should replace it.

Thanks for reading

Poll Options expired

  • 7
    take the $249
  • 52
    push for a replacement unit
Home & Garden Cooktop

Comments

  • bdl on 24/05/2022 - 00:26
    +1

    As per your WP thread, damage was caused by your installer incorrectly installing…

  • AlienC on 24/05/2022 - 00:29

    I have been in touch with whirlpool's agent who have offered refund or replacement.
    "Please be advised that we have assessed the customer's appliance and determined that it requires replacing or refunding as per the customers preferred option (pending stock availability in store).

    Push for replacement definitely first as the $249 refund basically negates the entire process and you basically lose time and gain stress so that is a lose situation.

    Also I would try what you said and go for negotiating a product similar in specs or price.

    Just ask nicely and simply "can i just get another item with similar specs or price range as my original item if there is no more stock"

    You will get a simple yes or no or let me speak with my supervisor and yeah can't hurt to ask might get something cooler.

  • Hybroid on 24/05/2022 - 00:30
    +4

    They're not really obliged to offer you refund anything above the price you paid for it. You have been offered a free choice of refund or replacement.

    Get it replaced and make it their problem to find a suitable replacement model.

    You may want to pickup a cheap camping gas canister stove in the meantime to keep you going.

    • mauricem on 24/05/2022 - 11:56

      plug in single zone Aldi or Ikea induction hobs for $50 would be my suggestion. Gas camp stove are not recommended for indoor use.

      • roddo on 24/05/2022 - 11:59

        Yep whipped out an old Kogan one I was using when the kitchen was going in. Cheers!

      • payless69 on 25/05/2022 - 11:15
        +1

        $39 at Coles if there are any left, or try Kmart!

        • mauricem on 25/05/2022 - 22:44

          Buy 4 and gaffer tape them together! Still have $$ leftover from your refund. Plenty of people use 2 of these + air fryer + BBQ in lieu of traditional kitchen setup or between renovations.

          • payless69 on 27/05/2022 - 10:30

            @mauricem: We use one single 3.5kW commercial we got from HK. Starts off 5 x faster than gas, and is such a breeze. On 20 years I just replaced one IGBT and a rectifier.

  • websterp on 24/05/2022 - 00:35
    +3

    Should never silicone Induction cooktops to the bench. With most brands this is specifically mentioned in the installation guide. Your installer at the time stuffed it up.

  • Nutrino on 24/05/2022 - 00:37

    I would force whirlpool to replace with a new current model op. WIN when you bought for cheap, WIN when it went faulty and replaced… win win. Good luck.

  • Richardc on 24/05/2022 - 02:45
    +2

    push for replacement, otherwise you need to pay for installation again.

  • timthetoolman on 24/05/2022 - 08:33
    +6

    I picked up a cracking deal

    You sure did

  • Drakesy on 24/05/2022 - 11:07

    I feel if it's not installed to spec then that would void your warranty?
    So Whirlpool don't really owe you much in that case unfortunately?

    Yes he cracked it but it wouldn't of happened if it was installed properly, hell he could've taken one look at it, said it's siliconed to the benchtop, told Whirlpool then they would've closed your claim process there and then. Then you would've been left with a faulty cooktop and no refund.

    Take the refund and be happy that you get to buy a new one.

  • roddo on 24/05/2022 - 13:44

    So they have said that they would only give $249 towards another cooktop. Not sure where to go from here as the cut out is not standard and would need a stonemason to modify. Add that onto the cost of a new cooktop plus installation/removal and it's not looking like it is going to be cheap…

    I have asked them to escalate to their manager but I am out of ideas.

  • [Deactivated] on 24/05/2022 - 15:20

    take the money and buy a new one

  • roddo on 24/05/2022 - 19:20

    Thanks for the replies

    Update: they're not mentioning the silicone thing at all. Whirlpool offered the 249 credit plus installation of a new hotplate and removal of the old one. Not sure they're up to speed on the fact that the bench top needs modification but I've said it to them all along.

    I'm not really going to be satisfied until they get me a functioning kitchen without me being out of pocket. Camtec seems like they're on my side and did request a replacement unit/parts to repair but it was denied by whirlpool.

    • mauricem on 27/05/2022 - 11:24

      I didnt think stone masons would cut benches on site anymore due to risk of silicosis. I know a couple of kitchen reno projects I've been involved in with 2 different companies both had this policy even for a small additional cut.

  • spy on 31/07/2022 - 02:57

    Same junk stove. Issues persisted after shoddy repair of similar problems as above. In fact the repairer made our worse. After mentioning ACL, got Arisit to agree to $249 store credit

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