AO.com nightmare - I need replacement rather than repair for a faulty new freezer

user1168934

I ordered a freezer from AO.com last week. Delivery was quick but the very next day after the inital cooling period as soon as I filled the ice cube tray to test it out it started flashing the red light to indicate inappropriate temperature.

I contacted AO customer services immediately to get a replacement but they are not cooperating. They have been quite evasive telling various stories and in general delaying. They sent an engineer out to verify the fault who came and said there is something wrong with the compressor and he can replace it. I told him that I paid for a brand new product and I dont want it repaired, I want the freezer replaced with another one. If I wanted a repaired product I could have gone to ebay and bought one for a lot less. The engineer left saying that since its within 28 days I need to speak with AO to get it replaced and that he reports to manufacturers and not AO.

I contacted AO again and I was told by a very very rude person this time that I should not have rejected the repair because "by law" the manufacturer are within their right to offer repair. I told him that it was faulty since the very beginning and the engineer told me to ask the retailer AO for a replacement to which he said the distance selling regulation is not in force (i dont know what that means) so we are not obliged to do anything. I have never spoken to such a rude customer services rep in my life.

I am at a loss. AO's customer services is terrible and I intend to launch a formal complaint but I don't know what to do now with the freezer. Why should I end up with a repaired product which might have other faults when I paid for a brand new freezer?

Any ideas what to do now?

shaun_from_Africa

user1168934 wrote: »

I contacted AO again and I was told by a very very rude person this time that I should not have rejected the repair because "by law" the manufacturer are within their right to offer repair. I told him that it was faulty since the very beginning and the engineer told me to ask the retailer AO for a replacement to which he said the distance selling regulation is not in force (i dont know what that means) so we are not obliged to do anything. I have never spoken to such a rude customer services rep in my life.

The AO rep is sort of correct. The manufacturer can offer to repair the appliance but this is only if you are claiming under their warranty, which you are not doing.
The Sale of goods act allows you a reasonable time to test and inspect purchases and until this time has passed you are not deemed to have accepted the goods. If they are found to be faulty or not as described then you have the legal right to reject them for a full refund.
The Distance selling regulations are no longer in effect (these were replaced by the Consumer contract reg's in May last year), but they wouldn't be relevant in this case anyway.


You should contact AO again (do this by e-mail so that you have a record) and inform them that you are rejecting the freezer due to it being faulty and that you wish for it to be collected and a full refund given.
How did you pay for the freezer? and this could determine your next option.

wealdroam

user1168934 wrote: »

I ordered a freezer from AO.com last week. Delivery was quick but the very next day after the inital cooling period as soon as I filled the ice cube tray to test it out it started flashing the red light to indicate inappropriate temperature.

I contacted AO customer services immediately to get a replacement but they are not cooperating. They have been quite evasive telling various stories and in general delaying. They sent an engineer out to verify the fault who came and said there is something wrong with the compressor and he can replace it. I told him that I paid for a brand new product and I dont want it repaired, I want the freezer replaced with another one. If I wanted a repaired product I could have gone to ebay and bought one for a lot less. The engineer left saying that since its within 28 days I need to speak with AO to get it replaced and that he reports to manufacturers and not AO.

I contacted AO again and I was told by a very very rude person this time that I should not have rejected the repair because "by law" the manufacturer are within their right to offer repair. I told him that it was faulty since the very beginning and the engineer told me to ask the retailer AO for a replacement to which he said the distance selling regulation is not in force (i dont know what that means) so we are not obliged to do anything. I have never spoken to such a rude customer services rep in my life.

I am at a loss. AO's customer services is terrible and I intend to launch a formal complaint but I don't know what to do now with the freezer. Why should I end up with a repaired product which might have other faults when I paid for a brand new freezer?

Any ideas what to do now?

Tell AO that under The Sale of Goods Act Section 35 you are rejecting the goods as not conforming to contract.

This means that you are entitled to a full refund of all monies paid and they have to collect the thing from you.

I cannot see that you can force them to provide a replacement though.

user1168934

Thanks very much for your responses. I paid using a credit card. I will be happy with the refund too, I mean the same model is available at the same price from other retailers so I can go and buy it from somewhere else.

I will give them a call and see what they say now. Thanks.

wealdroam

user1168934 wrote: »

I paid using a credit card.

That's good to hear.

if you have any trouble with a refund from AO, then have a read of MSE's Section 75 Refunds article.

Le_Kirk

user1168934 wrote: »

I will give them a call and see what they say now. Thanks.

I suggest you do as advised and send an e-mail or letter (even if you do it as a follow up to the phone call - "as per our agreement during phone call on dd/mm/yy speaking with ..... " so that there is proof of what you requested and why and what they agreed. You never know they may reply by e-mail and there will be proof of what they say.
"All our calls are recorded" only seems to work in their favour and so many times you read of consumers trying to get records/tapes of phone calls only to be told they didn't record that particular one!!

user1168934

I spoke with them this afternoon and with some effort they have agreed to replace it with another one. Its good to know the information you all have kindly provided but I would only use these as a last resort. I buy things online all the time and generally retailers are very cooperative, I dont know what happened in this particular instance. Hopefully with the delivery scheduled tomorrow this matter will go no further.

Many thanks to all of you.