Faulty Fridge freezer - 2 weeks for a repair !

Austinhead

We bought a new American style Beko fridge freezer from a catalogue in August, that was actually the cheapest place to buy. It came delivered straight from the manufacturer.

Last Fri/sat it went from the correct temp, to being literally warm inside, everything defrosted (and smelt) and we have had to throw everything out.

Contacted Beko immediately, had to wait until today to get an engineer out. So already waited a week for someone to look at it.

The compressor is broken, this is a part which requires ordering and the engineer estimates having to wait another week to get a replacement.

So, my question is, what can I do ?. Having already lived a week without a fridge freezer, I don't want to last another week. We have 3 young children all under 11, it's totally impractical.

Beko have merely offered to try to get the part out quicker, but they already tried to speed up the initial visit from the engineer without success because they are too busy.

I haven't contacted the catalogue yet, as their website says for electrical goods to go direct, plus I know they don't carry stock.

In addition to this fault, because of the nature of it the fridge and freezer now smell bad, because the compressor was actually heating it. Beko refused to acknowledge this as we didn't mention it in the initial call, unless the engineer puts it on his report.

Ideally I want a replacement this weekend.

What are my options ??

Thanks in advance.

WTFH

Was the fridge in a heated room, or in the garage?


As for getting rid of the smell, clean the inside of it with bicarbonate of soda.

Austinhead

It's in the house - well a utility room with a flat roof so it's a little bit cooler, but other than that, the same.

I'll try the bicarb, thanks.

visidigi

if you want any hope of a replacement you need to go to the retailer - thats who your contract is with anyway.

Austinhead

Thanks visidigi, that's the kind of info I am interested in, I know on their website they said to go direct to the manufacturer so I could do with some legal type info to quote to them when they give me the usual knock back.

visidigi

Very simple, if they tell you its the manufacturer ask them to show you where in law that it states that. They won't be able to.

It is their responsibility and they need to handle the issue for you.

ILW

Austinhead wrote: »

We bought a new American style Beko fridge freezer from a catalogue in August, that was actually the cheapest place to buy. It came delivered straight from the manufacturer.

.

Cheap is good until you need a bit of back up and find they cannot afford to offer any.

Austinhead

It's a very well known catalogue company though.

wealdroam

Austinhead wrote: »

...on their website they said to go direct to the manufacturer so I could do with some legal type info to quote to them when they give me the usual knock back.

OP, here is a quote from MSE's Consumer Rights guide:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with them.

The legal pointers you are looking for are also in there.

Austinhead

Thanks a lot, i'll be phoning them today as soon as I can get away from the office. I don't think it's unreasonable to get something as vital as a fridge replaced or repaired quicker than 2 weeks. It's only 7 weeks old.

visidigi

Austinhead wrote: »

It's a very well known catalogue company though.

And yes, they are usually really poor at being honest with people over their rights.