Currys know how after sales repair service

i_love_it

Hi I'm looking for some advice
Bought a fridge freezer from currys in 2012 and bought a 5 year extended warranty @£79

Whole unit has stopped cooling and freezing
Had an engineer out
He merely looked at it went on & on about poor intstalation
( I had a kitchen firm install a whole new kitchen including the fridge freezer)

Engineer made no checks but merely switched it on again after I had switched it off and cleaned it awaiting the visit
He stayed for half hour imparting his knowledge of how it had gone into auto defrost due the poor installation and should now work again
He left
It doesn't work the motor is running the light in fridge is on but it is warm inside
I called them back today
Most appalling conversation with the service advisor
To cut it short they are not coming out again as they take the advice of their professional engineer over my dissatisfaction
The engineer made a report saying it was poorly installed by a third party

Where do I go from here
The purchase of both fridge freezer and policy was on credit card but I no longer have that credit card - are they still an avenue to help

martinsurrey

i_love_it wrote: »

He merely looked at it went on & on about poor intstalation
( I had a kitchen firm install a whole new kitchen including the fridge freezer)

and was it poorly installed?

If it hasn't got enough ventilation it will die an early death.

so far you've got a professional saying it was the installation at fault, if you don't think that's the case, get someone in to examine the installation and report on it against the user manual for the fridge.

wealdroam

i_love_it wrote: »

The purchase of both fridge freezer and policy was on credit card but I no longer have that credit card - are they still an avenue to help

Yes.

Although I don't think that particular point is mentioned, it might be worth reading MSE's Section 75 Refunds article.

But if it was poorly installed, then you will need to refer the issue to the installer, or your credit card people if you paid for the installation by card.

JJ_Egan

Poorly installed usually means lack of air circulation behind the freezer .Or even to hot to cold behind the freezer .

i_love_it

Thanks for the responses
The installation - it's one of those built into cupboard types
It looks fine to me of course I'm no expert
It has a large space on top for ventilation
I'm not sure about the back
But aren't these appliances made to go in cupboards
Anyway since my post
The service guy has called me back to apologise for his earlier information
And offered a visit from a 'senior engineer'
So perhaps this time they can makes some checks on the appliance itself

I don't know how it will go but thanks for your comments in the meantime
It has worked for 3 yrs and 3months
If poorly installed should I have experienced problems sooner?

Azari

i_love_it wrote: »

It has worked for 3 yrs and 3months
If poorly installed should I have experienced problems sooner?

Not necessarily.

If there is inadequate ventilation it means that the radiator at the back cannot vent heat from the coolant fluid properly. This means that the coolant temperature is at a higher temperature after it expands which means that it takes longer to cool down the interior.

Depending on just how bad the ventilation is, this can mean that the refrigeration unit has to operate for a far greater portion of time than it would normally, causing it to wear out more quickly.

So it might be running for the same amount of time in three years as it would in fifteen if it was properly ventilated.

Whether or not yours was improperly ventilated is another matter.

Le_Kirk

i_love_it wrote: »

It has a large space on top for ventilation
I'm not sure about the back
But aren't these appliances made to go in cupboards

Is there a space underneath to allow cool air to go in? All hot appliances that need to cool depend upon air FLOW and if there is only ingress (way in) and no egress (way out) or vice versa, there is no flow and no cooling. Yes they are designed to be integral (i.e. used in cupboards) but usually with the proviso of adequate ventilation as above. Your installer should have ensured that was the case.

i_love_it

Just thought I'd update this in case anyone else searches for similar problem
The unit was not incorrectly installed at all
I now have it replaced and not by currys
Long story short I had 3 "engineers' out all of whom just stood and looked at it before it was written off
Numerous phone calls and another pantomime ensued in getting it replaced
After a month with no FF in the hottest weather in history I just ordered a new one and had it fitted all nothing to do with Currys and know how

Eventually I had a cheque from them but dealing with their rude arrogant and inept workforce is not for the faint hearted

As a result I will never buy so much as a battery let alone an expensive appliance from Currys and their ironically named Fitters and engineers 'know How'
Very unpleasant company and experience