As soon as I got home, I unboxed it and as I took it out of its purpose-made (and undamaged) carton the moulded bottom of the kettle fell away from the main body. Now revealed were bits of open, spiky mechanism and, what appeared to be mains-voltage electrical connections. I didn't attempt to refit it as I noticed the screw lugs had obviously broken and parted company from the moulding.
Much disquieted -and a little irritated at having to make an unwanted, bank-holiday car journey- I took the whole caboodle back to the friendly folk at ASDA.
The ASDA (Quneensferry) customer service desk was busy, but I was soon attended by cheerful CHRIS who, once she understood the potential seriousness of my concerns for public safety, referred me to customer service manager, SUSAN FORSTER. Susan listened and, as per the training manual, immediately offered me a same-product exchange -or a cash refund.
I explained that I had gone to considerable inconvenience to return the kettle promptly to the store, not just to get a working kettle -but because I believed it in the interests of consumers (and ASDAs reputation!) that their ASDS57 kettle be recalled and taken off the shelves wherever they might be on sale in the UK
...to be continued
within 24 hours I received, via a recorded delivery mail to my home, a simple notification of "customer reference number" (12843909)
...to be continued
Thursday 28 April: I receive a letter from LEANNE TELFORD of the Service Team at ASDA Leeds Office. Ms Telford informs me that they are awaiting receipt of the kettle I left at Queensferry ASDA and that, as soon as it reaches them, they will begin an investigation with their supplier, "to find out what went wrong on this occasion" and that they aim to give me a response within 40 days to let me know the outcome. They express a hope that I will continue to shop with them and enjoy the products I buy...
...to be continued
Saturday 7 May: I receive a letter from LISA WEBSTER of the ASDA Service Team. She says that their supplier's technical department have examined the kettle and that they conclude that it may have been dropped in transit or in use. They say that they have had no other complaints of this nature and believe the defect to be an isolated production fault. They offer me further assurances and apologies and -as a gesture of goodwill an ASDA £10 voucher.
I'm mystified as to how ASDA can suggest transit damage when the box and packaging were faultless. I'm also a bit miffed that they suggest the defect might have been caused by a drop "in use" -when as soon as I noticed that the base had completely parted from the body, and I had taken a couple of photos for my records -the kettle was immediately repacked before taking it back down to ASDA's Queensferry store.
If anyone (including ASDA) would like to see further close-up pictures of the defect -so that they may make their own mind up- please contact me... for now I'll never again be buying an ASDA branded electrical product!
...tbc
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