Fridge dead and taken away!

kr15snw

Uhh the OP said that she contacted Zanussi when it went wrong, she hasnt told comet...

Comet dont even know that the item has gone wrong, so how can they be at fault? I doubt that they hire mind readers of physchics as part of their staff!

I also find it hard to believe that comet are fobbing her off when she hasnt even spoken to them!

pulliptears

And you end up like this poor customer who doesn't which way to turn !

This is an old trick, "you'll have to take that up with Hoover, Ford, Sony, etc, etc"

I'm afraid we get the service we deserve

Actually no. When the damaged fridge freezer is collected its done by Zanussi direct. When we were waiting for a replacement it was Zanussi themselves who called us to arrange it. We had questioned why it wasnt Dixons who were sorting it out to be told by both Dixons AND Zanussi it was because Its easier for Zanussi to pick up the damaged FF than comet, because in the end it has to go back to Zanussi anyway.

Comet/Dixons/currys liase directly with Zanussi, and probably other manufacturers.

lemmings999

pulliptears wrote: »

Actually no. When the damaged fridge freezer is collected its done by Zanussi direct. When we were waiting for a replacement it was Zanussi themselves who called us to arrange it. We had questioned why it wasnt Dixons who were sorting it out to be told by both Dixons AND Zanussi it was because Its easier for Zanussi to pick up the damaged FF than comet, because in the end it has to go back to Zanussi anyway.

Comet/Dixons/currys liase directly with Zanussi, and probably other manufacturers.

so was it dixons or comet it was bought from as they are seperate companies and you seem to have said that both have been involved?

pulliptears

It was purchased from Dixons online, but arrived with a damaged door. We had to call Dixons CS who then arranged a call back from Zanussi. Zanussi agreed to collect the damaged item, but after seeing sense just agreed along with Dixons to replace the damaged door instead.

Replacement door arrived, direct from Zanussi some 4 days later.

furrypolka

pulliptears wrote: »

Ahh, but Comet/Dixons involve Zanussi themselves. If a fridge needs replacing Comet contact Zanussi and Zanussi contact the customer direct.

I dont know why it works like that!

This is because the consumer's rights under the Sale of Goods Act are against Comet and not the manufacturer. Therefore if you are claiming under the SoGA you need to go via the retailer, even if they then get in touch with the manufacturer to deal with it. The original complaint is still recorded with the retailer.

You can, of course, go direct to the manufacturer under any warranty they may have given but bear in mind that if you accept a replacement item from the manufacturer you are most likely invalidating any Sale of Goods Act rights you have against the retailer, as you then have a different product to the one the retailer supplied you. So if it then goes wrong again outside the manufacturers warranty, you're pretty much high and dry - whereas if you had gone via the retailer in the first place, you may still have a claim under SoGA (for up to 6 years).

Also bear in mind that the manufacturers warranty can contain any terms and conditions that they may wish to put in it, as it is not a statutory requirement. Therefore if you choose to go direct to the manufacturer and bypass the retailer, you are bound entirely by any terms and conditions within that warranty.