Consumer Rights: MoneySavingExpert.com discussion

winnie81

I am desperate for some help please?

I bought a fridge-freezer from currys on the 12/6/06 for £390 and it has stopped working whirlpool (manufacturor) will only come out to look at it in 10days time and it isn't a guaranteed repair time either as enginneer may need to call again. Is this a reasonable time to allow as the appliance is so new and it has/will be heatwave conditions?

I also have a 4 & 3 yr old and I will have a newborn baby by friday ( latest they'll let me go) and I can't contemplate no fridge for 10 days - what about milk, food and bottles for the children?

Are they in any way liable for the food thats been thrown away already due to it defrosting?

Sorry to go on but I am panicking now and can really so without this hassle at the moment

Any help would be great with this

Claire x

Just a quick update ...after spending 40minutes and 93seconds on the phone grrrrrrrrr they are getting back to me about a shorter repair time grrrrr. Can I ask for a new fridge/freezer or is the repair the best I can hope for?

Thank you again in advance

Claire x

Art_2

winnie81 wrote:

I am desperate for some help please?

I bought a fridge-freezer from currys on the 12/6/06 for £390 and it has stopped working whirlpool (manufacturor) will only come out to look at it in 10days time and it isn't a guaranteed repair time either as enginneer may need to call again. Is this a reasonable time to allow as the appliance is so new and it has/will be heatwave conditions?

I also have a 4 & 3 yr old and I will have a newborn baby by friday ( latest they'll let me go) and I can't contemplate no fridge for 10 days - what about milk, food and bottles for the children?

Are they in any way liable for the food thats been thrown away already due to it defrosting?

Sorry to go on but I am panicking now and can really so without this hassle at the moment

Any help would be great with this

Claire x

Just a quick update ...after spending 40minutes and 93seconds on the phone grrrrrrrrr they are getting back to me about a shorter repair time grrrrr. Can I ask for a new fridge/freezer or is the repair the best I can hope for?

Thank you again in advance

Claire x

Sorry to hear your plight. The responsibility is Currys and not Whirlpools. Contact their head office and ask to be put through to John Clare's office. He is the chief exec. it's unlikely you'll speak to him but at least you'll get his secretary or PA.

Explain your situation and make it clear the problem is Currys to resolve under the Sale of Goods Act. Tell them you expect a replacement to be delivered to you within 24 hours and that you will also expect compensation for the loss of food. Find out the name of the person you are speaking to and confirm the conversation in writing via recorded delivery or email if they will give this to you.

Do not be fobbed off. If this gets you nowhere come back to us.

John Clare can be contacted at:

DSG Group
Maylands Ave.
Hemel Hempstead,
Herts HP2 1TG

They don't make it easy to get the head office phone number but try 0870 850 3333.

Regards,
Art.

winnie81

Art wrote:

Sorry to hear your plight. The responsibility is Currys and not Whirlpools. Contact their head office and ask to be put through to John Clare's office. He is the chief exec. it's unlikely you'll speak to him but at least you'll get his secretary or PA.

Explain your situation and make it clear the problem is Currys to resolve under the Sale of Goods Act. Tell them you expect a replacement to be delivered to you within 24 hours and that you will also expect compensation for the loss of food. Find out the name of the person you are speaking to and confirm the conversation in writing via recorded delivery or email if they will give this to you.

Do not be fobbed off. If this gets you nowhere come back to us.

John Clare can be contacted at:

DSG Group
Maylands Ave.
Hemel Hempstead,
Herts HP2 1TG

They don't make it easy to get the head office phone number but try 0870 850 3333.

Regards,
Art.

Thank you so much Art I will call first thing tomorrow and update here asap

Claire x

davsidipp

ebay is not an auction but a meeting place.and is classed as a long distance trader.

Art_2

davsidipp wrote:

ebay is not an auction but a meeting place.and is classed as a long distance trader.

have I missed something? What post does this comment of yours refer to?

Regards,
Art.

winnie81

Art wrote:

Sorry to hear your plight. The responsibility is Currys and not Whirlpools. Contact their head office and ask to be put through to John Clare's office. He is the chief exec. it's unlikely you'll speak to him but at least you'll get his secretary or PA.

Explain your situation and make it clear the problem is Currys to resolve under the Sale of Goods Act. Tell them you expect a replacement to be delivered to you within 24 hours and that you will also expect compensation for the loss of food. Find out the name of the person you are speaking to and confirm the conversation in writing via recorded delivery or email if they will give this to you.

Do not be fobbed off. If this gets you nowhere come back to us.

John Clare can be contacted at:

DSG Group
Maylands Ave.
Hemel Hempstead,
Herts HP2 1TG

They don't make it easy to get the head office phone number but try 0870 850 3333.

Regards,
Art.

I have called but had no help from the number but will keep trying and I went instore today was given no help what so ever. They weren't moving from keeping an engineers appointment for end of next week and then deciding what to do after hearing whats wrong with it. They were completely arrogant and patronising and I could of cried for all the help they offered

I am adament I don't want a repair on the appliance as it shouldn't of gone wrong so soon and don't trust it but am I able to insist on a replacement?

I am really hoping that I can have some more help from you guys on this. Its 34* in my garden/house and I can't have a cold drink and being 41wks pregnant and hot isn't nice

Claire x

Art_2

winnie81 wrote:

I have called but had no help from the number but will keep trying and I went instore today was given no help what so ever. They weren't moving from keeping an engineers appointment for end of next week and then deciding what to do after hearing whats wrong with it. They were completely arrogant and patronising and I could of cried for all the help they offered

I am adament I don't want a repair on the appliance as it shouldn't of gone wrong so soon and don't trust it but am I able to insist on a replacement?

I am really hoping that I can have some more help from you guys on this. Its 34* in my garden/house and I can't have a cold drink and being 41wks pregnant and hot isn't nice

Claire x

Hi Claire,

Your experience is why I don't deal with the DSG group of companies (Dixons, Curry, PC World). I hear this type of attitude all the time.

Write to the company at the address I gave you and copy the branch in on your letter. Send by recorded delivery. In the letter state that the unit has broken down and is not fit for the purpose for which you purchased it. State that under the Sale of Goods Act they are responsible. Tell them you want an immediate replacement or an immediate refund to allow you to purchase elsewhere that takes customer service seriously.

Also tell them that you expect them to pay £xx for the wasted food.

Finish off by telling them how disappointed you are particularly in view of your circumstances, and if you don't get the matter resolved within 3 days you will take them to the Small Claims Court.

Finally, phone your local Trading Standards Office and see if they can help. They may be able to contact Currys on your behalf.

I hope this gets sorted for you but it looks like it may take a time. At least you've learned not to deal with this company again.

Regards,
Art.

deanos

Currys do have the right to inspect the goods before giving a refund or replacement and as the instore assistants arnt engineers thats why they have to send one around , but taking 10days is taking the pee when its a fridge involved if you have mastercare cover they can send someone around next day dont see whay they cant do this for you.

We had a Brant fridge freezer go belly up and lost some food we sent off a claim form to Brant and they paid up as it was under warranty , it should say in the instructions if they will pay out lost food.

Hope you get it sorted soon

Art_2

deanos wrote:

Currys do have the right to inspect the goods before giving a refund or replacement and as the instore assistants arnt engineers thats why they have to send one around , but taking 10days is taking the pee when its a fridge involved if you have mastercare cover they can send someone around next day dont see whay they cant do this for you.

We had a Brant fridge freezer go belly up and lost some food we sent off a claim form to Brant and they paid up as it was under warranty , it should say in the instructions if they will pay out lost food.

Hope you get it sorted soon

But Claire shouldn't have to wait to get this sorted out. As she says in her original post she is pregnant and expecting her child this weekend. I repeat under the Sale of Good Act the responsibility is Currys and nobody elses. If they want to involve manufacturers they are welcome to do so - after they have looked after their customer.

Too many retailers hide behind manufacturers these days and this is wrong. This company is noted for it.

Regards,
Arthur.

deanos

I know she shouldnt have to wait thats why i mentioned if you have a Mastercare warranty they come around next day so dont see whay they cant in this instance as it will be a Mastercare engineer who will visit.

Im not sticking up for Currys but they do have a right to inspect the goods as do any retailer, have you thought about contacting your local paper they are usually intrested in this sort of story