Whatever Happens, vent then praise (I hope)

Zaksmummy

Bit of a long rant

Bought LG American fridge freezer from Currys back in 2006 and took out the Whatever Happens extended warranty (pay monthly) only used this service couple of times as water dispenser stopped working. On the 19th May the fridge door was accidently pushed back too far and literally fell off and hinge was broke, :eek: shook me up as my DS who is 2 was nearby and the doors are very heavy, anyhow manage to put door back on but not safe as hinge has broken.

phoned WH asap and arranged for engineer on the 21st, thought it was gonna be a case of new hinge, but no he said needed to order new door so i thought fair enough, hopefully new door on within week, did try and press him for timescale as worried about my son but nothing forthcoming.

Door fell off twice more last week and really stressing me out, luckily DS not around when this happened. Phoned the repair company today, explained to them situation but not bothered, parts ordered but not turned up. Rang WH, spoke to 4 different people, not one of them bothered about situation, just passed me on to next person, till I came to Vicky :A totally understood my predicament, said it was a dangerous situation, she said her supervisor agreed, so now waiting for Special Engineer :T to ring me back within 24 hours. So now waiting in anticipation.

jrrowleyws

Out of interest... whats a "special engineer" going to do without the parts?

Zaksmummy

jrrowleyws wrote: »

Out of interest... whats a "special engineer" going to do without the parts?

Hey I'm just happy I got someone to listen to me

No really, I do realise that they won't be able to do anything straight away, but somewhere along that phone call, can't remember which one told me, she said that parts aren't expected in until the 11th June :eek: so I am expected to wait another 2 weeks at least for problem to be fixed and their promise is to have it fixed within 21 days!!! Not sure what proticol is if they can't meet the deadline but will ask Mr Special Engineer if and when he calls me.

Esqui

If 21 days from first engineer passes, call the WEH line again and ask them for a replacement. They should get back to you within 48 hours with a voucher code that you can use in any store. And don't forget, if the "suggested replacement" is inferior, the store is allowed to override the voucher value (they can also do this to cover D&I if you had that originally)

Zaksmummy

Esqui wrote: »

If 21 days from first engineer passes, call the WEH line again and ask them for a replacement. They should get back to you within 48 hours with a voucher code that you can use in any store. And don't forget, if the "suggested replacement" is inferior, the store is allowed to override the voucher value (they can also do this to cover D&I if you had that originally)

Thanks for info, take it D&I means Delivery and Installation?

Just worked it out, engineer first called on 21st May, 21 days after will make it around 10th June, parts not due until 11th June!! Mmmm will make it interesting conversation with Mr (Mrs) Special Engineer person when they call.

Esqui

Yep, D&I is delivery and installation. I recently read that the people who issue the vouchers can't see whether you had it initially, so don't know whether or not to add on the cost to the voucher - but stores can do this.

Also, 21 days would be the 11th June - so if it's not fixed on that day...

Zaksmummy

So stayed in all day yesterday, (had visitors) right up to the 24 hour deadline, waited another half hour then had to nip out for 10 minutes, turned into 45 minutes later as got chatting to neighbour . Guess what, Mr Special Engineer rang :mad: elder son took phone call, message to tell me that parts are due in on Friday, didn't specify where parts were going to be but he was ringing from Sheffield and that he would ring when they were in.

Now my next dilemma, my fridge door has a home bar (hatch in door) if this new fridge door arrives without home bar would i be within my rights to refuse it? Home bar was the main reason for purchasing this fridge freezer in the first place.

BTW bought a child lock to go on doors now so DS can't open the door

Esqui

There will be a home bar on it almost certainly - as they'll have the serial number of your machine, so they can get the exact model and order the correct door. If, for some reason they don't, send 'em back!

Zaksmummy

Thank Esqui, only asked because stupid dumb engineer who origionally called (I think i am within my rights to call him that as twice have called him out for no water and twice couldn't repair it, long story, we fixed with hairdrier pointed at door :eek:) said it may not have home bar, pah.

Zaksmummy

Update.

Finally had a result with good ending. Whatever Happens wrote the fridge freezer off on the 15th, I rang to tell them that 21 days were up, apparently parts were in that day, told them unnecceptable, they said voucher code will be in the post.:j

OH ordered door hinge on the internet from spares company, door fixed:j

Vouchers arrived Monday and we had most enjoyable hour spending £1099 at Currys on Tuesday Eve. Everyone happy :j

Thankyou Esqui for your help