Q: A few months ago, we purchased a microwave oven. When we started using it we found out condensation was forming in between the glass panels of the oven door. We immediately informed the company and a technician was sent to check out the fault. He reported that the insulating packing was missing and the company offered to repair by applying the insulation locally.

Since the microwave oven was still under guarantee, we asked for either the oven door to be replaced or the faulty door to be removed and taken for repairs and checked for any radiation leakages once reinstalled. However, the manager insisted that the whole oven had to be taken to their workshop in order to carry out the repairs.

We are objecting to this, as we would not know if any other part is tampered with. Can you please advise us regarding our rights as consumers?

A: According to the Consumer Affairs Act, when a product is defective, the retailer is obliged to provide a remedy, which could either be in the form of repair or replacement. When neither of these is possible, consumers may also be entitled to a full money refund.

In your particular case, it appears that the retailer has already accepted to repair the defective microwave oven. The way such a repair should be carried out is not specified in the Consumer Affairs Act. So if the retailer thinks he needs the whole oven to effect the repair, I am afraid you cannot stop him from doing so.

However, I would also like to point out that when repairs are opted for as a remedy, these should be carried out without causing any significant inconvenience to the consumer.

This basically means that repairs should be carried out within a reasonable amount of time and that you may be entitled to a temporary oven until yours is repaired.

This is especially so if you use the oven on a daily basis. If, eventually, you are not satisfied with the repair, you may still opt to request that the microwave oven is replaced.

Should you not manage to solve this issue with the retailer, you can file a complaint with the Consumer and Competition Division, which will liase with the retailer to try and reach an amicable settlement.