After using the 'Cyclofry Plus Healthy Cooker' by Russell Hobbs for 9 months, the black plastic part that is 0.46 cm thick and translucent, separated from the white cover by a very thin joint measuring only 0.16 cm.
We brought the product to the authorized service center, like it said in the Russell Hobbs warranty document. On September 15, 2023, someone tried to return the product to us. They left a note saying, "The front cover is broken, and it's not covered by the warranty. We can't fix it, so we gave them a refund."
But, when we checked the product ourselves and the Technical Service employees also examined it, we found out that there were damages on it that weren't there when we originally delivered it to the authorized service. We told the service employees that we didn't agree with their attempt to return the damaged product. We asked them to either fix it or give us a new one.
So, after waiting for 11 days, on September 26, 2023, the service employees finally got back to us. They basically said that they won't fix the damage they caused to the top part of our product. They claimed that they're not responsible for it and that there are no spare parts available. They suggested that we should take our case to the Consumer Arbitration Board.
We got our product and the customer said two parts were broken when they sent it on July 24, 2023. The service receipt says the product was damaged during shipping on September 26, 2023.
The proof of the damage to our product is backed up by the photos and the service receipt from the Russell Hobbs authorized service. The authorized service is saying that they can't fix the product because they don't have any spare parts, which goes against Article 12 of the After-Sales Services Regulation.
Also, the authorized service not only refuses to fix the product but also gives it back to the consumer with damage that cannot be repaired. When we said we didn't want the broken product, they replied by telling us to go complain to the Consumer Board, making fun of us as customers.
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