Faulty purchase

[FROG]

My mother bought a Panasonic combination microwave oven from John Lewis. She has had the item from the end of March 2019. When the base on the oven cracked she contacted John Lewis who refused to help her and put her in touch with Panasonic. Panasonic are accusing my mum of negligence and refusing to replace it and John Lewis are saying it's nothing to do with them. She paid for it using a John Lewis card. Plesse can you tell me how my mum stands legally here. She is an elderly lady who ALWAYS reads the instruction manual before she uses it. Now this oven that cost £259 is useless.

[des8]

Hi and welcome
First point to make is that John Lewis may not pass their responsibilities on to the manufacturer.
Your mother's contract is with the retailer.
The Consumer Rights Act 2015 requires goods to be of satisfactory quality.
That means they must last longer than two months.

In section 19 of the act para 14 states: "For the purposes of subsections (3)(b) and (c) and (4), goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day."

The goods have become faulty within the 6 month period and therefore are deemed to have not been satisfactory when sold
JL are in breach of contract.

So write to customer relations dept. and tell them you expect a refund/replacement.

If they require the goods returned this also is at their cost
Sec 23 (2)(2)If the consumer requires the trader to repair or replace the goods, the trader must—
(a)do so within a reasonable time and without significant inconvenience to the consumer, and
(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

Have Panasonic examined the oven?