Broken Gorenje Freezer - Still waiting after 3 months

Eydon

Hi all,
Two years ago we had our kitchen done by a local firm. This included all new Gorenje appliances. The fridge and freezer came with a free 5 year warranty (all other appliances had 2 years which we upgraded to 5 years).

Anyway, three months ago the freezer packed up. I phoned the warranty number and they arranged for an engineer from a local firm to come out. He said it needed a new part and it'd take two weeks.

Sure enough, two weeks later he arrived with the new part and fitted it. Was told to leave the freezer for a couple of hours to get cold before we put anything in. Three hours later the freezer was still at room temperature, so I phoned the helpline again and they said they'd contact the engineer directly. I was hoping he'd come back the same day, but no - I had to book another appointment.

Two weeks later he comes back and does some tests on the freezer. He now states that it's beyond repair and will need to be replaced.

I chase up Gorenje on a weekly basis and finally after another month they agree that the freezer can be replaced. But, they say, I have to go through the company who originally fitted my kitchen because that is who my contract is with.

Well, original kitchen company is a very small family run business. They've been very helpful, but have a backlog of work to do due to staff holidays and stuff, so I guess I'm way down on their list of priorities.

So, what I want to know is:

1) Are Gorenje correct that the retailer has to do the replacement, even though it's been 2 years since they fitted the kitchen. Surely it's Gorenje that offer the warranty, not the retailer.

2) Any ideas on how I could gee-up the retailer to try and get this sorted.

hollydays

There is also a forum called whitegoods who might also be of help.
I would speak to consumer direct and write the appropriate letter to Gorenje.

Optimist

From your post it would seem that the retailer is perfectly happy to replace under the warranty terms just slow in doing so. I would continue to chase them for a date after all how long does it take for them to fit a new freezer! Even if they are busy they will have a diary and should be able to give you a date as to when they can come and fit it.
Explain the lack of a freezer is causing you problems in storing your food