Faulty Goods Advice Please

digiting

I have bought a new Hotpoint fridge freezer from John Lewis four month a go. In the last few weeks it started making some cracking noises and since yesterday it sounds like a tumble dryer. I have phoned John Lewis and asked for an engineer to come and look at it. I was told that they are not able to send me a Hotpoint engineer strait away and that I have to wait six days. My question is this: What are my rights under the consumer rights legislations. Is it safe for me to keep the fridge freezer going for that length of time? And can I ask for a replacement or my money back? Is any one else had such a bad service from John Lewis?:(

Bantex_2

6 days sounds reasonable to me.

shaun_from_Africa

The cracking noises could well be the freezer in auto defrost mode as I've had a couple of different ones that do this.

As to the 6 days.
As this period will cover a weekend, it's only 4 working days which isn't really too bad at all.

tomtontom

digiting wrote: »

I have bought a new Hotpoint fridge freezer from John Lewis four month a go. In the last few weeks it started making some cracking noises and since yesterday it sounds like a tumble dryer. I have phoned John Lewis and asked for an engineer to come and look at it. I was told that they are not able to send me a Hotpoint engineer strait away and that I have to wait six days. My question is this: What are my rights under the consumer rights legislations. Is it safe for me to keep the fridge freezer going for that length of time? And can I ask for a replacement or my money back? Is any one else had such a bad service from John Lewis?:(

They are getting an engineer to you within a week, that is far from 'such bad service' and quite reasonable. You need to be more realistic in your expectations.

derrick

shaun_from_Africa wrote: »

The cracking noises could well be the freezer in auto defrost mode as I've had a couple of different ones that do this.

As to the 6 days.
As this period will cover a weekend, it's only 4 working days which isn't really too bad at all.

It's still 6 days, the F/F doesn't stop for 2 days!

I am fed up with these "working days", this is a 24/7 culture and as such "working days" should be outlawed! You still expect gas, phone, electric, supermarkets etc to "work" so lets stop saying "working days " and begin with the bl***y banks that won't paying interest over a weekend if you have a cheque deposit or a transfer on a Friday!


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neilmcl

derrick wrote: »

I am fed up with these "working days", this is a 24/7 culture.

I take it you work 7 days a week then without breaks etc.

digiting

Thank you all for the prompt reply.
I would like to add that: flowing John Lewis response i asked for the F/F
to be replaced or my money back, The reason been that the F/F was only 4 month old and in the past John Lewis had a good reputation for replacing a faulty product But it seems that that was in the past, and now they are refusing to replace a product that is over 28 days old.
I always thought that if you bought a product and it develops a fault in less than 6 month you have the right to ask for it to be replaced or your money back.:(

wealdroam

digiting wrote: »

I always thought that if you bought a product and it develops a fault in less than 6 month you have the right to ask for it to be replaced or your money back.:(

Not sure where you got that idea from.
There is nothing that I can find that says that.

Have a read of MSE's Consumer Rights Guide for more information on your rights.

McKneff

Retailer has the choice, whilst still under guarantee to repair, replace or refund.
They will obviously go for the cheapest first ie repair.

teabelly

Defrost it fully and see if it makes weird noises still.

It's also worth talking to citizen's advice consumer helpline. They'll tell you whether the retailer is lying about your statutory rights. JL's terms and conditions may say they only want you to have a repair after 28 days which is why they keep quoting this. Their terms do not over ride your statutory rights.

bod1467

Once "acceptance" has occurred then if a fault occurs the consumer can request a specific remedy (repair/replace/refund) but the retailer can reject that request if it is disproportionately costly to effect. That's a long way of saying - the retailer chooses the remedy.

http://sogahub.tradingstandards.gov.uk/sogaexplained