RESOLVED :) Fridge freezer irrepairable after 2 years

shaun_from_Africa

Looksguywalker wrote: »

The sad thing is the OP believes you.

Hopefully all the recent posts will help change the OPs mind.

taurustwinmummy

Thanks for the additional responses.

I still agree with Bazster and myself that lack of durability is itself proof of an inherent fault as it should have lasted longer! :rotfl:

However, as we are in the real world, I accept that I'll need more than my viewpoint to prove it! Good point about misuse - I know that it has been treated well but no reason for M&S to take that at face value.

You have all given me confidence to pursue it with M&S though and I have an engineer coming tomorrow to have a look.

taurustwinmummy

Update. The engineer says the back of the fridge has delaminated. He feels it is a manufacturing fault. So I will write to M&S with his report.

Looksguywalker

taurustwinmummy wrote: »

Update. The engineer says the back of the fridge has delaminated. He feels it is a manufacturing fault. So I will write to M&S with his report.

Good news! Hope M&S come good for you.

taurustwinmummy

Wrote to M&S a week ago and after 3 follow up phone calls this week, on todays phone call I was offered an acceptable refund. :j

They have refunded the price of the appliance, minus the 27 months of use I have had of it. Still to be confirmed is the £60 reimbursement for the engineer's report, but the person I spoke to was confident it would be no problem, he just had to authorise it. So might take another call, but should be all sorted.

I have to say that the M&S staff that I spoke to have been very helpful and friendly at all stages and also seemed to know their stuff regarding the SOGA.

I could not get AEG to improve on their contribution exchange offer, but it is still available, or of course I can also use the money to buy something else. I am set for some fridge freezer research over the weekend!

Thanks for the encouragement I got above and if anyone reading is in a similar situation, I would say persevere. It's worth getting the engineer's report and to keep following up. The only thing I wish I had done differently was kick everything off immediately there was a problem, and contact the retailer first. My freezer first started to go wrong 2 months ago but of course all calculations for compensation are made to the date they are first contacted by the consumer. In this case, it's only 2 months - equivalent to £28, but in the case of a more expensive item or something that dragged on longer it could be significant so I will remember that for next time!