We purchased a Morphy Richards Turbo steam iron from Robert Dyas on the 25th August 2013, we still have the receipt, box and original warrantee as the item is just over twelve months old.
On the 24th September 2013 the iron started smelling of burning when I was using it and then started to emit smoke. We managed to unplug it but by now it was very hot so we took it out to the garden where it took over ten minutes of soaking with a garden hose to stop it smoking.
Contacted Morphy Richards customer services on 08448 710960 and explained the situation to the customer service agent (Haley) giving her the dates of purchase serial number etc. She checked on her system but said that she could not find an extended warrantee registration so the best she could offer was to “sell” us a new iron at a reduced price.
Luckily no one was injured or anything damaged as we dealt with the situation but no mention was made at this point as to testing the appliance etc.
I requested to speak to a manager but was told that both managers (Mr Lee Johnson or Angela Clare-Hugh) were not available. The agent finally agreed to have the iron collected for testing.
This is the worst customer services I have come across from a supposedly reputable company in a long time.
I bought a Morphy Richards upright vacuum with a 12 month warranty, from their own website in April 2012. In December the rotating brush stopped spinning. I telephoned the helpline, and explained my problem, I was informed that packaging would be sent out to me so I could repack the vacuum then would have to phone them again to arrange pick up of my vacuum. As it was the weekend before Christmas packaging could not be sent out until after Christmas, as the company would be closed for the holiday period. Packaging (flatpack cardboard box, with letter stating that if it was not packaged correctly and transit damaged occurred then the warranty would not be valid, and also stated that if, after examination, the fault with the machine was not caused by either mechanical breakdown or defective materials, then I would be charged 20 pounds!) was recieved on 4th January, and after another telephone call, collection was arranged for 8th January.
It is now 18th January, I telephoned Morphy Richards today, and they have not heard anything regarding my repair. I do not think this is acceptable, I have been without the vacuum since December.
Update: Vacuum was finally received on Tuesday 22nd January, used vacuum for the first time today (24th Jan), and guess what, within 5 minutes the brush stopped rotating again!! :(
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