Hi everyone,
I’m posting here after receiving the email from Anova about the latest firmware update that has bricked a number of our ovens. My own oven, which I was extremely happy with, is now a black screen paperweight.
I wanted to share my perspective and encourage others to think about their consumer rights before accepting Anova’s offer of a simple refund.
I waited three months for my oven to arrive and was a very happy customer until this update. It’s frustrating to now be offered a refund when what I want is the working product I invested in. This isn’t a case of a product failing due to wear and tear; it’s a direct result of Anova’s actions.
Our UK and EU Consumer Rights
I’ve been looking into this, and for those of us in the UK, the Consumer Rights Act 2015 is very clear. A product and its digital content must be of “satisfactory quality,” “fit for purpose,” and “as described.” A firmware update that breaks the device means it no longer meets these standards.
Our rights are:
Right to a Repair or Replacement: We are legally entitled to have our ovens repaired or replaced. The retailer/manufacturer must do this within a reasonable timeframe and without significant inconvenience.
Compensation for Damages: The Act also allows for compensation if a faulty digital product damages our device. While the oven isn’t physically damaged, the fact that it is now unusable due to their fault means we have lost the use of a product we paid for. I believe we should be compensated for every day we are without a functioning oven due to their error. This is especially true for those of us who have already been through a long wait for delivery.
For those in the EU, similar protections exist under consumer protection directives, which also give you the right to a repair or replacement for faulty goods and digital content.
Let’s Challenge Their Narrative
Anova’s email claims only “roughly 145 ovens” were affected. I find this number hard to believe, given the immediate and widespread reports across social media and on this very forum. It feels like a significant understatement to downplay the severity of this issue.
I’m not interested in a refund. I want my oven fixed or a brand new, working replacement sent to me immediately. I’m already a frustrated customer who waited a long time for this product and was previously compensated for a price drop—so the last thing I want is to go through another lengthy process.
Could This Be a Class Action?
If Anova fails to provide a timely and satisfactory resolution that respects our consumer rights, I am prepared to explore the possibility of a class action lawsuit with other affected customers. This is not about a quick refund; it’s about holding a company accountable for their actions and delivering on the product we paid for.
Is anyone else in the UK or EU feeling the same way? Let’s use this forum to share our stories, support each other, and demand a proper resolution from Anova.
I’m in the UK too; I’ve written to Anova to assert my right under the Consumer Rights Act 2015 to reject the goods and claim a refund, however, since I did so Anova sent their email offering refunds and explaining the cause of the problem. I will wait another week before starting the refund process, as like you, I would rather have a working oven than a refund.
What would you consider reasonable compensation under the Act? I think we are more likely to succeed if we take a similar line.
I think, at a bare minimum, they should offer affected users a lifetime subscription to their premium Anova plan. Also, it goes without saying that repairing/replacing the affected ovens for free is a must.
Now, since the Anova plan is relatively cheap, maybe they could also send us some free accessories? Like the perforated pan.
P.S. On another note, if Anova will have to replace hundreds of ovens, I’m really concerned about the financial stability of their company. Our ovens rely greatly on their servers. What will happen if the company goes busted?
Hey everyone,
I wanted to share an update on my situation after receiving a response from Bill Clark, the VP of Customer Success, following his return from holiday.
In short, Anova is being more transparent about the problem, but there’s no immediate fix.
Here’s the summary of what I learned:
A Remote Fix Is Unlikely: Anova’s confidence in a remote fix is “low,” which aligns with our suspicions about the lack of Wi-Fi connectivity on the bricked ovens.
A “Free” Oven? If they do manage to fix it remotely, they said we’d get to keep the oven at no cost, even if we’ve already taken the refund.
Refunds Only for Now: Anova will not be shipping new replacement units yet. They’re only offering refunds because they need to fully resolve the root cause and ensure a new firmware update won’t cause the same issue again. This has also caused them to pause all new oven shipments.
The Wait Continues: We can either take the refund now or hold on to our ovens. The refund option will remain open for as long as they are investigating the issue.
This confirms what many of us suspected: Anova doesn’t have a working solution right now and is prioritizing stability over a quick fix. It’s frustrating news, but at least we have a bit more honesty about the situation.
Hope this helps everyone currently dealing with this issue. Let’s keep sharing information as we get it!
I’ve thought about Anova’s financial stability too. The oven can be used in manual mode without a wifi connection, so if the servers went down presumably that manual mode would be available. But the app would stop working.
Following is the reply I’ve just received from the support service…
We’ve identified an issue related to a recent firmware update that may have affected your oven. On Monday, July 28th, we released an update that unintentionally caused about 145 units to become unresponsive, displaying only a black screen after startup. We quickly pulled the update once the issue was detected, but your unit may have been impacted.
How to check if you’re affected:
If, after plugging in the oven, you see the Anova logo briefly followed by a persistent black screen, it’s likely your unit has been affected.
What happens next:
We’re currently working on a remote fix via a new firmware update. However, as we cannot guarantee an exact timeline for the resolution, we’d like to offer you a full refund should you prefer not to wait.
To proceed, kindly provide the following:
• Serial number (located at the back of the oven)
This situation should not have occurred, and we sincerely apologize for the inconvenience. We’re taking steps to strengthen our update process to prevent this from happening again.
Thank you for your continued patience as we work through this.