Ilve NT906WVGW (Gas)

Disappointed with the product and the service – The oven lighter failed 3 months after purchase in May 2017. It took 2 days to confirm a service booking and a week for a technician to come. The technician said it was a common problem with the switch that prevents ignition when the oven door is closed. He did not inspect or check the switch, but advised that the part had to be ordered interstate and would take another week or so to arrive.

The second technician also said this was a common issue and "fix" the problem by removing the door and putting it back again. Apparently the switch is activated by one of the hinges and this procedure somehow resets the parts. He advised that if it failed again I should ask for the switch to be brought by the [next] visiting technician. He also said that if the cooker weren't under warranty he would recommend disabling the switch altogether.

A couple of days later when I tried to use the oven again it did not work. For the third time I have to wait over a week for a technician to come.

This is an expensive brand and I expected a quality product and good service if *ever* required. Alas this has not been the case. Premature failure after 2 months' service with a "common" problem suggests poor design, materials, or workmanship. In addition the back burners are difficult to light and prone to go off. This is the sort of thing that you would accept from a low cost/quality product, but not from this expensive brand.

So far the service has been ineffective: response is very slow; bookings are not confirmed immediately, it takes up to 3 days to get confirmation and then over a week of waiting for the visit to take place. The two technicians that I have experienced came unprepared to deal with a problem they claim to be very common. From the service call they should have known what to expect, but failed to bring spare parts. Neither inspected the defect to confirm that their diagnostic was correct. I also find the suggestion of disabling a safety feature not the kind of advice I would expect from a technician representing a quality brand.

Finally and perhaps not surprisingly, an email to Ilve (customercare@ilve.org.au) has gone without response; hopefully they will react to this review and take proper care of their customers.