Fridge/Freezer failed after 2 1/2 years

geofragab

I had a kitchen fitted by a small local firm in Jan/Feb 2012. They supplied the cooker, fridge freezer etc as part of the fit. I had a new Liebherr fridge/freezer fitted which cost upwards of £1000. The fridge/freezer has now gone faulty and no longer works. Obviously I am very disappointed and feel that this is nowhere near a reasonable length of time for an appliance of this cost/quality to go faulty. I have gone back to the kitchen fitters but they are basically saying "not my problem". Where do I stand and what is the best way to go about geting the appliance fixed/replaced?

A_Couple_In_Love

Why would it be the kitchen fitters responsibility? You need to contact the the Manufactures of the fridge/freezer.

wealdroam

A_Couple_In_Love wrote: »

Why would it be the kitchen fitters responsibility? You need to contact the the Manufactures of the fridge/freezer.

This is wrong.

OP, if you bought the thing from the kitchen fitters, then it is the kitchen fitters that are responsible.

Here is a short extract 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 it.

So, to answer your question "what do I do now"?

Read MSE's How to Complain article.

A_Couple_In_Love

wealdroam wrote: »

This is wrong.

My bad, but wouldn't you get a quicker, more satisfied response in just contacting the Manufacture direct?

wealdroam

A_Couple_In_Love wrote: »

...wouldn't you get a quicker, more satisfied response in just contacting the Manufacture direct?

Possibly, but this is the Consumer Rights board.

There is of course no harm in contacting the manufacturer... especially as the seller is being difficult.

gik

A_Couple_In_Love wrote: »

My bad, but wouldn't you get a quicker, more satisfied response in just contacting the Manufacture direct?

My bad doesn't cut it and never has. The OP has a contract with the supplier and not the manufacturer...can you work out who has to legally deal with it?

A_Couple_In_Love

gik wrote: »

My bad doesn't cut it and never has.

Am I missing something? it wasn't an apology. I don't understand what's to cut apart from your attitude.

JournalGirl

OP, I guess I'm luckier than you - my £1000+ Liebherr (supplied and fitted by a local kitchen company) has just died, but at least it did it at 18 months old, so clearly in warranty. I spoke to the company, and they have directed me to Liebherr's service side. I don't mind starting there, as it may be quicker and easier, but I am in no doubt that if there are any problems, they are firmly with the kitchen company.