Item developed fault. Deal with IW or manufacturer?




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  1. #1
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    Default Item developed fault. Deal with IW or manufacturer?

    My Optigrill has developed a fault and I'm not sure whether to contact Idealworld or Tefal.



    It's around 3 months old and there is a startling lack of information on warranty repairs on the IW website. IN fact I can't find anything at all unless it is related to some extra insurance thing that they do.

    Loathe to phone Idealworld as the call charges are a joke.

    Any ideas? Sent them messages on Twitter and Facebook, but of course have had no reply. Cheers

  2. #2
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    Your contract is with IW so if it's failed so soon they should deal with it.

    But I never buy from them because of their CS call charges and ignoring of emails.

    But there is no harm in contacting Tefal, but that is what they will probably tell you.
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  4. #3
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    I decided to give Tefal a quick ring and see what they said. They are happy to collect it from me. But they take it to a repair centre to determine whether it is an easy fix or needs replacing.

    I called the only number IW list that is a local charge number (and listed as being for returns) and it is a bloody automated line asking you to leave details and they aim to get back to you within 24 hours.....what nonsense!

    I thought companies had to offer alternatives to expensive call charges these days?

    I reckon Tefal will be the less stressful way to go. The guy did say to give IW a chance in case they offered a straight up replacement.

  5. #4
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    Have you tried the website - - - - Saynoto0870 ?

  6. #5
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    Quote Originally Posted by Retrovertigo View Post
    I decided to give Tefal a quick ring and see what they said. They are happy to collect it from me. But they take it to a repair centre to determine whether it is an easy fix or needs replacing.

    I called the only number IW list that is a local charge number (and listed as being for returns) and it is a bloody automated line asking you to leave details and they aim to get back to you within 24 hours.....what nonsense!

    I thought companies had to offer alternatives to expensive call charges these days?

    I reckon Tefal will be the less stressful way to go. The guy did say to give IW a chance in case they offered a straight up replacement.
    Try the Ideal World returns service first; they're also heavily plugging the "To You" returns service so if you have a nearby ASDA you could try sending it back using that. I would use Tefal direct only if the IW route fails.
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  7. #6
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    Well, what can only be described as a minor miracle happened. The Facebook team actually replied to a message I sent. Firstly they offered to have it collected from Asda, but there isn't one near me.

    So, they offered to collect it and ....shock, horror.....offered me a replacement or my money back!!

    They are collecting it today. There is a caveat however, and why I'm not super excited. They told me to allow 10 days for my faulty one to get back to them.

    Them being cautious, or them having NO faith in Hermes whatsoever. Because let's face it, if it is collected today, it should be back with them tomorrow.

    So not sure how long it will take for a replacement to get her, and I'll miss it in the meantime as it really is a very nice piece of kit and cooks everything perfectly for my tastes.

    Time will tell.

    p.s thanks for the link to that website stratobuddy. I didn't see it until after they had got back to me. Still disgusted that they expect you to pay 13 pence a minute to try and exchange something that is faulty. They bang on about cheap prices, but imagine all those 13 pences adding up. That is some serious extra cash.
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  8. #7
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    A few years back my Tefal Actifry developed a fault after six months, so I emailed Ideal World and they arranged to pick it up, they always say they check them but they never do, I requested a refund because they'd sold out, sure enough the refund was back in my account ten days later, hope this helps.
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  9. #8
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    Quote Originally Posted by Retrovertigo View Post
    Well, what can only be described as a minor miracle happened. The Facebook team actually replied to a message I sent. Firstly they offered to have it collected from Asda, but there isn't one near me.

    So, they offered to collect it and ....shock, horror.....offered me a replacement or my money back!!

    They are collecting it today. There is a caveat however, and why I'm not super excited. They told me to allow 10 days for my faulty one to get back to them.

    Them being cautious, or them having NO faith in Hermes whatsoever. Because let's face it, if it is collected today, it should be back with them tomorrow.

    So not sure how long it will take for a replacement to get her, and I'll miss it in the meantime as it really is a very nice piece of kit and cooks everything perfectly for my tastes.

    Time will tell.

    p.s thanks for the link to that website stratobuddy. I didn't see it until after they had got back to me. Still disgusted that they expect you to pay 13 pence a minute to try and exchange something that is faulty. They bang on about cheap prices, but imagine all those 13 pences adding up. That is some serious extra cash.
    Sorry I replied without reading the full thread, don't know why you're so shocked, Ideal World has really upped its game customer service wise, I always get a reply after I've emailed them normally the next day or before, but I'm glad it's sorted for you.
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  10. #9
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    IW have what appears to be a standard response on Trustpilot when customers have cause to complain....

    'Many Thanks for your comments and I am sorry to see that you are unhappy with the service you have received. Please can I ask that you send us an inbox message on Social Media at the following sites:

    Facebook - https://www.facebook.com/idealworldtv

    Twitter – www.twitter.com/idealworldtv

    Or

    By Emailing us at TPReviews@idealshoppingdirect.co.uk

    Please quote your name, full postal address, order number and details of your complaint and we will do all we can to assist.

    Kind Regards,IW.'

    So no voice numbers but a range of online options to contact them.
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  11. #10
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    Quote Originally Posted by Bristol View Post
    IW have what appears to be a standard response on Trustpilot when customers have cause to complain....

    'Many Thanks for your comments and I am sorry to see that you are unhappy with the service you have received. Please can I ask that you send us an inbox message on Social Media at the following sites:

    Facebook - https://www.facebook.com/idealworldtv

    Twitter – www.twitter.com/idealworldtv

    Or

    By Emailing us at TPReviews@idealshoppingdirect.co.uk

    Please quote your name, full postal address, order number and details of your complaint and we will do all we can to assist.

    Kind Regards,IW.'

    So no voice numbers but a range of online options to contact them.
    I think it more a case of, we've got your money in the till - now bu**er off!
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