Oven Sheen Ltd

We take photos of the oven and have a checklist when inspecting the appliance. We make the customer aware of any damage, and then they sign the document for confirmation. Our technician pointed out that the latch was faulty. He mentioned this and was told that they tried to get it repaired 3 years ago by an oven repair engineer and was told it could not be fixed. Our technician called the office, he realised that this should be an easy fix and was just the case of replacing the latch. So, when taking payment, the office raised the issue regarding getting the latch replaced, this is common practice with us, as we have relationships with oven repair companies. We gave her the number of a repair company who should be able to help. At that point she went to check the oven and said that the oven door was not closing and keeps coming open, but our photos show the door was fully closed and our technician confirmed that the door was closed when he left. The latch has worn with years of wear and tear. We spoke to an engineer - he said it’s just the case of replacing the latch, (the female part of the latch is spring loaded and over the years the spring weakens). This is something I have seen before especially on Rangemasters. The fact they tried to have it repaired before, proves that there was a pre-existing problem. We were never made aware there was an issue at any point – until we raised it with them. Unfortunately, in this situation we cannot take responsibility.