Samsung RSG5DUMH Fridge Freezer - help with consumer rights please

sedgley

Following the very useful advice on here about Statutory Rights I felt empowered to go to Currys and ask for a repair on my fridge/freezer. The Manager (who told me he had a Law Degree) advised me to write to Head Office. Basically he said that the provider (Currys) does not dictate what is a reasonable length of time for a fridge/freezer to last and that the onus is on me (the consumer) to prove it should have lasted longer. I told him that at the moment all my food is in my old Bosch fridge/freezer in the garage that is 15 years old and cost me £800. The Samsung fridge/freezer is 3 year 9 months and cost me £1100. He suggested I get an independant reviewer to give a diagnostic report saying what is wrong with it. I kept my cool and am writing everything down as advised on here but what are my chances of getting it repaired at 3 years 9 months - am I wasting my time or do you think I have a case?

Fosterdog

It sounds like the manager could have been a bit more tactful but the jist of what he's told you is correct.

As it is more than six months since purchase the onus is on you to prove it's a manufacturing defect.

Essentially as he said, get an independent report done, this is then submitted to Currys and as long as it states a manufacturing defect they will either repair it replace it or offer a refund (usually partial to account for the year years and nine months use you've had already).

ETA: Just yesterday somebody posted that they have been offered £250 partial refund on an almost four year old TV purchased for £599 by Currys so it's not all doom and gloom and well worth the cost of getting the report done (which they have to reimburse you for if it finds in your favour)

https://forums.moneysavingexpert.com/discussion/4739193

VfM4meplse

sedgley wrote: »

The Samsung fridge/freezer is 3 year 9 months and cost me £1100.

I'd be mad! As someone who's first fridge freezer lasted 7 years, and the next just over 4 1/2, I have come to the conclusion that its just not worth spending a stack, go for cheap instead.

sedgley

I sent a letter stating the facts and asking for a repair under the Statutory rights Act 1979, registered post to Currys which they received on 14th August. I gave them my address and telephone numbers and asked them to contact me within 7 days. Heard nothing from them.

Sent an email attaching the said letter 2 days ago and still not heard from them. Any suggestions?

mattyprice4004

sedgley wrote: »

I sent a letter stating the facts and asking for a repair under the Statutory rights Act 1979, registered post to Currys which they received on 14th August. I gave them my address and telephone numbers and asked them to contact me within 7 days. Heard nothing from them.

Sent an email attaching the said letter 2 days ago and still not heard from them. Any suggestions?

Have you ignored the advice above? Get the independent report as advised.

wealdroam

sedgley wrote: »

I sent a letter stating the facts and asking for a repair under the Statutory rights Act 1979...

Where did you get that idea from?

Have another read of post#2.

It might also be worth reading MSE's Consumer Rights article.

Maybe look at How to Complain too.

sedgley

Here's an update.

Currys suggested I paid £179 for there Knowhow team to come out and repair F/F. If it was a manufacturers fault they would refund the £179.

First engineer came out, said it needed a new circuit board
Second engineer came out and fitted the circuit board

Plugged F/F in, took the dog for a walk, came back and the F/F was heating up nicely. You could have cooked the tea in it!

3rd engineer came out, said it needed at compressor
4th engineer came out to fit compressor and said there is no gas in the system and wrote the F/F off. He then took the compressor and new circuit board with him.

I phoned Currys customer service team. They told me they had passed my case on to another departed and that I would get a phone call back within the next 48 hours - I heard NOTHING.

Over the next 5 days I made several phone calls, was passed from pillar to post. Given various numbers to ring that no-one answers and I have got nowhere and they haven't contacted me. I did get my £179 back on one phone call.

Yesterday I sent an email to them saying if I don't hear back from you in the next 24 hours I was going to go out and buy another F/F and take them to court under the sale of goods act.

Nothing!!!

I've been without my F/F for 53 days now and have no money to buy another one. I'll have to buy one with a credit card. I won't be shopping at Currys ever again.

Jim_Jupiter

And yet you're still not following the advice of getting an independent report?

bris

You have no case unless you follow the advice you have been given. Just threatening them with letters as you have found out means nothing to them, they know the law better than you.

sedgley

I did get an independent fridge freeze repairman in the first place who diagnosed either a faulty circuit board or compresser and he quoted me around £300 to repair it. I told Currys this in my original email and they told me I had to pay £179 for the Knowhow team and if it was a manufacturers fault they would refund the £179. I feel like I'm going around in circles

mattyprice4004

sedgley wrote: »

I did get an independent fridge freeze repairman in the first place who diagnosed either a faulty circuit board or compresser and he quoted me around £300 to repair it. I told Currys this in my original email and they told me I had to pay £179 for the Knowhow team and if it was a manufacturers fault they would refund the £179. I feel like I'm going around in circles

And again, as I've posted before, GET AN INDEPENDENT REPORT.

Sorry for the caps but you're just not listening!
A report, on paper, that's it's faulty. Then send them a copy requesting repair or replacement, if they don't take them to small claims.

This is what you need to do, unlike previously listen to the advice and act on it. We can't help if you don't follow the advice.