Brand-New Defy Hob Defective – Multiple Visits, Incorrect Ticket Closure, Still Unresolved

I am extremely disappointed with the service received from Builders Warehouse Strubens Valley regarding a brand-new hob purchased on 18 November 2025.

The defect was reported on 26 November 2025, as the hob does not heat to its maximum temperature, resulting in excessively long cooking times. Despite this being a new appliance, the issue has still not been resolved after multiple technician visits.

During the first visit, technicians accidentally disconnected internal wiring while checking the serial number, causing an additional fault where the front-left plate stopped working entirely. They returned the following day to take photographs and reconnect the wiring. However, the original heating issue was not resolved, yet the service ticket was incorrectly closed and marked as “resolved.”

After escalating again, another technician visit took place on 9 February 2026. During this visit, the technicians stated that the hob was “working as expected” but were unable to provide any measurable data (such as operating temperature or heat output) to support this claim. When questioned why the large plate was not reaching a visibly bright red state on setting 6 — as expected and as experienced with the previously replaced hob — no factual explanation was provided, and the matter was not properly assessed or resolved.

At this stage, I have experienced repeated appointments, incorrect ticket closure, and ongoing inconvenience for a newly purchased appliance that does not function as expected. The process has become circular, with no clear resolution.

I am requesting urgent intervention from Builders Warehouse Head Office to provide a decisive resolution — either a full replacement of the hob or a refund — in line with the Consumer Protection Act.

I trust this matter will now be escalated appropriately and resolved without further delay.