Fridge Freezer Faulty

Time2Go_25

Bought a fridge/freezer back in January, got back from holiday on July 25th to find it had failed.

We called the company on July 27th and an engineer came out on the 28th, so far so good. He diagnosed the problem as a faulty circuit board and told us the parts would be 5-8 working days.

I've phoned to chase and have been told that the part is now not likely to arrive until August 21st and that I'll just have to wait.

The CS lady I've been speaking to is very polite, but clearly no interested in getting the issue sorted and all she can say is that their policy is to allow 28 days for repair, so I'll just have to lump it.

Is there anything I can do.

Thanks

theGrinch

hello, sorry to hear of your plight. I am in a similar boat and posted yesterday.

http://forums.moneysavingexpert.com/showthread.html?t=1859635

In one way, you will have to lump it, but that does not negate your loss.

In this situation you should write to a director of the company. Up to 28 days seems a random number of days. Why dont they say 10, 30, 35, 40, 50? Dont forget, this is their internal policy, however slothful and is no reflection on your loss.

As a start, I will be asking my retailer to cover my loss of food. I am mulling over my lost working time to wait for the repair and the inconvenience of the whole shenanigans. August without a FF is no laughing matter and someone needs to take responsibility.

You could also have a case if you purchased on CC, but I'm sure someone else can answer that.

deanos

A fridge freezer is a critial piece of equipment especially in summer, i would be pushing for a replacement ASAP

theGrinch

i think in your situation, it seems an unreasonable time to wait. I dont know if you have children or not, but in August (mid 20c here), without a fridge isn't particularly hygienic and there is an increased risk of food poisoning (or else high food wastage).

can we establish who you should be addressing your complaint to in the first instance?

Time2Go_25

I've been dealing with the manufacturer so far and the 3rd party contractors they've appointed to try and fix it.

deanos

You need to speak to who you bought it from

theGrinch

have you asked that for a replacement? and will you invite them to compensate you for any food loss?