Engineer broke my fridge - nobody will take responsibility

JohnBaldy

Dear forum

I am a newbie with a problem and would very much welcome any kind advice.

Here is my sorry tale:

My fridge freezer needed a repair - it still kept the food cold but an internal part had dropped a little. So, I called the manufacturers who recommended that we take out an insurance contract with 'Domestic and General' (D&G). We were told that an engineer would call, assess the job and either write it off, in which case the insurance policy would be cancelled and we would not pay a penny, OR the engineer would take on the job and repair the unit - we would then be insured for the rest of the year with a new-for-old agreement.

So, we took out the policy with D&G, and an engineer came, and ordered some parts for the repair. Then a second engineer came and told us he couldn't do the repair as we would need to do a big defrosting job first. My wife spent a whole day defrosting and dealing with the resulting puddles. Then the engineer came back the following day and broke something in the fridge which means that it is now a write-off.

So I now have a complete wrirte-off when I previously had an imperfect, but functioning unit.

D&G tell me that because it was the first 'repair' their policy does not cover it. They recommended that I ask their engineers 'Response Services' to claim it on their public liability insurance. Response Services refused to do so when I spoke to them today.

Is there anything I can do about this?

Thank you so much for any help and/or advice

John.

mattyprice4004

Yes, they broke the fridge. D and G appointed the engineer, so they need to sort it. Ring them back and demand they either repair the damage or issue a replacement at no cost.

JohnBaldy

You are a legend mattyprice4004

I took your advice and wrote a strongly worded email to D&G - pretty much just expanding on what you said.

I got a letter from them this morning, being careful not to accept liability, but offering me the price of a new fridge freezer as 'a goodwill gesture'.

Amazing!

Thank you so much.

John Baldy

bod1467

JohnBaldy wrote: »

being careful not to accept liability, but offering me the price of a new fridge freezer as 'a goodwill gesture'.

In other words, they knew they were scunnered and had to pacify you, but didn't want to give you ammunition in case you took things further.