White goods Extended Warranty Help needed

gijoe948

Hi,
I'm a newbie at this and need your advice.
Sorry if i have posted this thread in the wrong location.

My fridge freezer is about 18 months old.
In November 2012 i bought 1 years warranty from CSS (Corportate Support Solutions) - Whoops if i'm not allowed to put company names here.
At the end of December 2012 the fridge section of the fridge freezer wouldn't get cold although the freezer is working.
I didn't really take too much notice (thought it was a glitch) until we got more mild weather in January.
At the beginning of January I called CCS and they sent an engineer to look at the problem. He diagnosed the problem as the thermostat.
After many calls to CCS they sent an engineer yesterday (8th March) to fit a compressor (The engineering company were waiting for the compressor to arrive hence the delay). Why a compressor you ask?
I have no idea why they came with a compressor.
The engineer who arrived said my fridge freezer doesn't have a thermostat and the compressor is fine, it is something else AHHHHHHH.
Now i have to wait for the engineers report to CCS before they can authorise the parts.................

Yes, i have been without a fridge for over 2 months.

I have just (9th March) spoken to a manager at CCS. She told me they DO NOT offer compensation as a company and in the T's and C's they do not have a "fix by" deadline.

Is there anything i can do to get compensation? I've heard Mr. MSE mention "reasonable amount time" on other matters.
This is definately not reasonable amount of time.
As a minimum, i want £15 back for the telephone calls i have had to make to their 0870 (just found a non 0870) number.
If i can't get anything, I want to flush this company down the pan for how they have been treating me (sorry for the people who are working there), like go to the press (extreme) or forward the information to watchdog for them to see if my case is a one off.

Thanks for any suggestions.

Joe

jonesMUFCforever

Don't speak to anybody else - put in a formal complaint.
How did you pay for the policy? If it was more than £100 on a credit card you might be able to go down this route with a claim.

huckster

I think you have been mislead all the way along. You did not need an extended warranty. For most household electrical goods, you have a legal right for goods to have a life expectancy of up to 6 years. For a fridge/freezer you should have got the retailer to sort out the problem.

If you phone the Citizens Advice number in this link, they will tell you how to take this forward.

http://www.tradingstandards.gov.uk/advice/index.cfm

http://www.adviceguide.org.uk/england/consumer_e/consumer_common_problems_with_products_e.htm

gijoe948

Thanks for your replies.
The warranty cost less than £100.
I'm going to go down both routes and make a formal complaint as well as Citizen Advice and Trading Standards.
Hope i can get something back for my troubles.
Joe