Samsung Fridge Freezer Shelf Issue

gaahmad

Hi, I hope someone can help.

I bought a Samsung Fridge Freezer almost 4 months ago. I noticed a mark on one of the plastic part around the glass shelf, but thought nothing of it. A few months on, I noticed that the plastic part is actually splitting and coming away, as if it's shrinking. You can't just push the plastic part back together again (and glue it) as it doesn't push back. It's as if the plastic shelf surround is shrinking.

I phoned Comet up about this and they said that as it's not a mechanical fault and it's just cosmetic, it's not covered under the manufacturer's warranty.

I explained that the plastic part around the shelf shouldn't start splitting after only a few months but she just kept repeating the same thing, saying Samsung won't repair this. So I said to her that Samsung have nothing to do with this, as I bought it from Comet and my issue is with Comet. So she replied that they have a contract with Samsung to repair these things and they don't cover the shelf under warranty.

I said that as the shelf's under 6 months old, the onus is on you to prove that the fault wasn't there when it was sold and she said no, if it was under 28 days old then we would, but not after this. She wouldn't accept anything I was saying and just said that "you can order and pay for a new shelf yourself if you like".

Could anyone advise me on what to do about this? I thought the onus was on the retailer to prove the fault wasn't there within 6 months, but they're not having any of this. I've got the address of their head office from her, sadly she said they don't have an email for them, so would have to post a letter to them. Am wondering what to write in the letter and whether there are any templates that I could use.

Thanks in advance.

wealdroam

Comet are wrong.

Have a read of MSE's Consumer Rights article.

You will find confirmation there.

arcon5

Ring again op, sometimes speaking to a different person helps.

gaahmad

Hi. Thanks for the replies. That's the article I read before I rang them, but I couldn't get this through to her! She spoke to an engineer who said that accessories, like shelves, are not covered under the warranty, but that wasn't the point I was making, I was saying that since it's been there all along and it's under 6 months old, Comet should replace it, but she was having none of it.

I think they must just repeat what it says on their computer screen, as she went through some troubleshooting guide (for a cracked plastic part on a shelf!) and came to the conclusion that shelves are not covered under the warranty.

Am just wondering what exactly to write to head office, as I don't think I'll get anyone to agree with me over the phone, as I don't think they're clued up on this. I don't want to inadvertently write something which will give them an excuse not to fix the problem.

arcon5

Tell them your not claiming under the terms of the warranty, tell them your claiming under the Sales of Goods Act and the item has developed a fault which they should repair unless they can prove it is not inherent.