Freezer - offered replacement, can I get refund?

ka7e

I purchased a Beko frost-free freezer from Currys at the end of Sept 11. I paid with a credit card.

A few weeks ago, I noticed the red temperature warning light was on all the time although food still appeared to be frozen. Turning the temp down or using fast-freeze had no effect.

Last week I phoned Currys CS department and they said I would receive a call from the local designated repairers as the freezer was still within warranty.

The service company phoned within 24 hours and arranged to come out and view the freezer. As soon as the engineer heard the problem, he diagnosed a fault in one of 3 components and said he would order all 3 as the freezer would have to be empty and defrosted before he could ascertain exactly which one had failed. He mentioned he had seen "several like this" but did not specify if they had been Beko products. He found a build up of ice at the back of the freezer and advised me to use all the food contents ASAP as the freezer was not operating at a sufficiently low temp.

24 hours later I had a call from Beko informing me that they could not source the parts and they issued a reference that would allow me to get a replacement from Currys. I would have to pay the difference if I wanted a more expensive freezer, but would get a refund of the difference if I bought a cheaper one. They did not specify that I had to purchase a Beko model.

I have to order the replacement through a branch of Currys, not on the website. But on researching the range they carry, I am finding it difficult to find a satisfactory replacement within my price range. The same model is now only available in black - which is not acceptable to me and there is some doubt in my mind that there might be a fault with the model. They can supply a similar capacity frost-free Hotpoint model, but I was not happy with the build quality/ internal design when I viewed one last year. All the other freezers are either too small, too expensive or not frost-free.

What I would like to know is if I can ask for a full or partial refund so that I can obtain a satisfactory replacement elsewhere? Beko have issued a replacement reference to Currys which, I assume, means Currys can claim the cost of a new freezer from them.

arcon5

If they are allowing you to replace the freezer for the same model then no you can't. On the plus side if it is being done at no cost to yourself you are effectively getting nearly a years worth of freezer use for free.
If none are available it would be more complicated - they would be required to offer a like for like replacement.

Why not get a different brand from the same store and keep things simple?

ka7e

They have the same model, but only in black, which is not acceptable. And as Beko cannot source parts for repair, I don't want to risk replacing it with another that may develop the same fault. The speed with which Beko offered a replacement seems to indicate a known problem.

And, as I have said, the one like-for-like alternative is not up to the same build standard. It is cheaper than my present one, but if I had wanted cheap and nasty I would have purchased it 10 months ago! The other models with similar capacity are much more expensive - at least they are in Currys.

somethingcorporate

It's pretty much up to the retailer. You can ask but they can decline your request.

They could offer a refund but make a deduction for the use you have had from it, I'd hazard a guess that 20% would be a reasonable reduction in this situation (which leaves you further away from a decent freezer).

Had you considered that the speed of them dealing with you could be good customer service rather than the cynical (and speculative) view that it's because they know there is a problem with their goods?

CoolHotCold

Without knowing what the model is, cant offer much more advice.

ka7e

Thanks, I was pleasantly surprised at the swift offer of a replacement! But a BLACK freezer or a non-frost free freezer or a smaller freezer are not what I require. I would consider a 20% reduction for the 9 months problem-free use and my research shows me I could get better value from another retailer. I only bought from Currys last year as it was an emergency replacement and they offered next day delivery!

somethingcorporate

I'd then press them for a refund. If you get a nice person on a sunny day you'd probably be able to get a full refund. 9 months is not much use, 20% is probably too large a deduction in this case!

ka7e

CoolHotCold wrote: »

Without knowing what the model is, cant offer much more advice.

Beko TFF673APS

CoolHotCold

ka7e wrote: »

Beko TFF673APS

You been into a store and asked if they still have stock in the main distribution centre?

ka7e

Just an update - Currys updated their stock 2 days ago and I found a suitable replacement. However the sales assistant found the return/exchange/credit difference too complicated, so she gave me a complete refund and arranged collection of the faulty freezer for today. Very pleased with the result!