hoover fridge risk of fire.

Saint_Chris

came home from holiday 2 weeks ago, to find that the sockets had gone off, resulting in the freezer going off and being off for 12 days (only knew cause sky+ went off and stuff didn't tape) Had to throw away loads of off food.


Cleaned the fridge out, but since it's been on I keep finding a pool of water under the salad tray and the back is iced up so I thought I would change the settings of the fridge, I looked for the booklet and couldn't find it.


So I googled last Saturday night the make and model, but this took me to the hoover web page saying that my make of fridge maybe on a at risk of fire list, they wanted the make, model and some other number, I filled this in on line and yes I received a 'your fridge is a sever risk of fire'.....we need to come out and replace a part, this will take no longer than 20 mins, there is no need to get into contact with us, we will contact you back, it did say that if your form had been sent out of office hours (mine was about 8.00pm on Saturday) somebody would call me the next time the office was open.


I then received a automaited e-mail stating that someone would contact me before 10.30am on Monday morning, nobody did, I spent ages on Monday night trying to get through, either offices closed or on hold for an hour.


gave up and tried again on Tuesday, at the end of the day I got through, a lady said I need to make arrangements with her for somebody to come out, and she recommended that it is urgent that I switch the fridge off, I said it was still on and she again said it is urgent I switch it off. (so I did, luckly I don't have much in the freezer I'd lost it all the other week) gave it to my mum to keep and gave her what bits were in the fridge, we've just got the milk outside in a bucket of cold water)
The lady said this had been an ongoing thing for 12 months and I would have reveived a letter from them, I've never received a letter from them. And if I hadn't googled the settings I would never have known.


So apt was made for someone to come out today, it's my day off from work, I explained that I needed to nip out today, and she said no problem I would receive a text message on the morning, to give me a 2 hour window.


Cue 8.30am this morning and hoover/candy sent me a message saying that the engineer will visit between 14.00 and 16.00pm approximately.


No problems I'd decided due to the weather not to go out.


And guess what no visit it's now 18.30pm on a Friday night and I really can't see anyone turning up now.


So I guess I'm back to the drawing board on Monday trying to get through to them on the phone, no point in e-mailing them, as they never reply to them.


Was hoping to have the freezer back on tomorrow, and the fridge then I could go shopping.


I'm fuming here, hoover/candy have very bad customer service. I'm dreading Monday and trying to get through to them again. I've tried to reply to the text message but it just pings back.

hollydays

If you read your fridge was a fire risk,WHY on earth would you continue to use it? :eek:

Blackbeard_of_Perranporth

hollydays wrote: »

If you read your fridge was a fire risk,WHY on earth would you continue to use it? :eek:

It is on google. So it s ok then

Saint_Chris

If you read your fridge was a fire risk,WHY on earth would you continue to use it?


Because on the 1st form that came through it said you do not need to do anything, someone from our office will be in touch with you before 10.30am.


No mention of switching the fridge off till I spoke to the lady.

Truepat

This is an example of poor service.
Something is recognized as a danger but yet the company can not take ownership of the problem. All you can do is try again on Monday and, if I were you, I would be telling them the date and time that suited me and the onus was on them to meet my requirements.

How old is the fridge?

hollydays

Saint_Chris wrote: »

If you read your fridge was a fire risk,WHY on earth would you continue to use it?


Because on the 1st form that came through it said you do not need to do anything, someone from our office will be in touch with you before 10.30am.


No mention of switching the fridge off till I spoke to the lady.

I think this definitely should have been stated by them-but you should have switched it off.I'm really concerned you didn't think that risk meant possible fire-I'm concerned others may not think this either!
Terrible shoddy couldn't care less attitude from company

Saint_Chris

Right looking back yes you are right, I should have switched it off.


but the e-mail stated that you did not have to do anything, and to be honest if I hadn't looked for the settings, I wouldn't have known, and the fridge would still be switched on now, and I would have been non the wiser.


As soon as I contacted someone and the lady said I do have to advise you to switch the fridge off but it is up to you, I decided to do it.


Can't be that important for them, as it's now a week ago that they have known about this issue.


At least it's cold outside, it's keeping the milk fresh.


The fridge is 4 years old.

SevenOfNine

In the past I've been lazy about completing the 'registration cards' that come with a new product, always seems to lead to yet MORE junk mail etc.

Bit more enthusiastic about it since more and more products with cheap components have become a fire hazard (Beko springs to mind). At least if your purchases have been registered these companies have no excuse for not contacting you immediately a problem is identified.

I wondered if your fridge might have been responsible for the cut out of your power while you were away? I wonder if there is any recourse for the 'no show' appointment or the fact that following switching off of the fridge for safety reasons, you might have had to dispose of items as a result.

nikki2804

Good luck dealing with Hoover/Candy. I have had two washing machines from them in 2.5 months, same model, same fault. Engineer came out and told me that my washing machine is supposed to stick on the spin cycle for over 2 hours :rotfl:. Luckily the company I bought it from realised that the engineer was, well an !!!! and are refunding me.

Horrendous service from an apparently reputable company. My opinion is based on my own experience, it 'may' have been a one off.