Dixons Customer Service - Take your food round to your neighbour!

pulliptears

Yes, thats right Take you food round to your neighbour is the advice from the muppet at Dixons online. Let me recap...

2pm my new fridge freezer gets delivered. We asked the guys to wait while we checked...no, they shot. We soon discovered a large dent on the front of the door.
Called Dixons, explained that we were now without a fridge freezer. (old one went as soon as Delivery called to say half an hour) Ask the guy if its possible to just send a replacement door. After being passed from pillar to post all afternoon Zanussi and Dixons conclude they cant send a new freezer door because....

"then there would be 2 damaged freezers"

Um, no. Its not rocket science. You remove door from stock model, replace ours then put damaged door back on stock model. Et Voila. ONE damaged freezer. But no. Nobody could comprehend this. So, rather than doing this the simple way, Dixons want to come out (at some point within the next month) and completely exchange a fridge freezer. Incidentally we live first floor.

Advice from the muppets who delivered it was to leave standing for 6 hours. I asked muppet at CS what I was supposed to do with a freezer full of food while it stood empty for 6 hours and thats when he said:

Cant you take it round to a neighbour?

After asking if he would do this, and he admitted not. I told him I would be claiming for the ruined food from todays debacle and from the redelivery whenever that should be.
Furious doesnt cover it. Never. Ever. Again.
Jane

C_Ronaldo

not very helpful are they

pulliptears

And they cant transfer you to a supervisor unless you have "an ongoing case".

Useless

Whits

pulliptears wrote:

Advice from the muppets who delivered it was to leave standing for 6 hours. I asked muppet at CS what I was supposed to do with a freezer full of food while it stood empty for 6 hours

I hate to put a blunt edge to this but you do have to let all fridges and freezers stand after installation to allow the oil in the compressor to settle. If you don't do this, severe damage can occur.

I'll be honest, most people are not aware of this but it is very important.

kuohu

I don't see what's wrong with the 'neighbours' suggestion really. You seem to have been asking him for advice on what was essentially your problem (getting rid of the old freezer as soon as the delivery driver rang to say half an hour?!?).

Plus you seem to have decided that everyone were 'muppets' so it's a wonder that you got any help at all if you treated them in this dismissive way.

And what's the problem with the replacement fridge freezer? Surely it will be less disruptive for them to simply switch a freezer (requiring just a delivery person) than to deliver a new door and *then* send out a fitter who has the skills/experience/tools to do the door replacement.

pulliptears

getting rid of the old freezer as soon as the delivery driver rang to say half an hour

Personal circumstances ie size of my house unfortunately dictate that keeping 2 large fridge freezers is impossible. I dont expect that a brand new £400 appliance arrives damaged.

Surely it will be less disruptive for them to simply switch a freezer (requiring just a delivery person) than to deliver a new door and *then* send out a fitter who has the skills/experience/tools to do the door replacement.

Are you serious? These appliances are designed so that the doors can be rehung to open any way. Its 3 screws and a 3 minute job. Are you really suggesting its simpler to send out 2 men to lug a new fridge freezer up a flight of steps, then take the old one away after I have spent half an hour emptying it, cleaning it and then trying to find somewhere to keep the contents for 6 hours?

Of course, you are right, silly me. /end sarcasm.

changkra

Sorry short term memory, have they taken the new damaged appliance back or could you use it for the time being? Or would that give the statement that you are accepting it?

pulliptears

Sorry short term memory, have they taken the new damaged appliance back or could you use it for the time being? Or would that give the statement that you are accepting it?

That was our problem really, they said it could be up to a month before they could collect the damaged one and bring the new one. Eventually they agreed we could use the damaged one without it being deemed as "accepted", which bought forward the problem of transferring food over when the replacement arrives.

Zanussi did eventually agree that couriering a new door would be the best option, but they didnt have them in stock at the moment. Zanussi then asked Dixons to courier a door from their existing stock, which like I say Dixons refused to do because that would "Ruin 2 Fridge Freezers!".

pulliptears

I hate to put a blunt edge to this but you do have to let all fridges and freezers stand after installation to allow the oil in the compressor to settle. If you don't do this, severe damage can occur.

I realise that Whits, I meant they were muppets in general, not that it was bad advice. That was my problem really, what to do with all the food why I wait 6 hours for the gasses to settle.
Thinking about it after the event DH is convinced they damaged the freezer themselves on the kitchen door knob, he did say they were in a rush to leave and positioned the door to the wall so as the dent couldnt be seen.

kuohu

pulliptears wrote:

I realise that Whits, I meant they were muppets in general, not that it was bad advice. That was my problem really, what to do with all the food why I wait 6 hours for the gasses to settle.

So why were you asking the Dixons customer services what to do with the food for 6 hrs, if you realised this already?

pulliptears

So why were you asking the Dixons customer services what to do with the food for 6 hrs, if you realised this already?

Because I thought that dixons may use an ounce of common sense and courier a door to us, thus averting the problem altogether. As it is, they wont do that and have agreed to pay for food wastage caused by the changeover.

Cheaper to send the door methinks.