Capital Cooling and Smeg atrocious service

takman

Jon12345 wrote: »

There is a big difference between me saying they updated the manual and me saying they updated a 3rd party website. The two things are not the same and to suggest they are means you are not thinking clearly.

Your silence on those two other links suggests you now know I was not lying. But your lack of apology suggests you lack common decency.

We don't know for sure if its 32L or 40L. Different manuals saying different things. The individual suggesting its 40L could be as wrong as the person doing the manual.

Why don't you measure the inside of the fridge and then you will know for sure if it is 32L or 40L

Jon12345

Yes, I was thinking that. This is only a minor issue as I am trusting Smeg they are right. But to get them to pick the damn thing up is well nigh impossible!

KeithP

Consider using Section 35 of The Sale of Goods Act.

vuvuzela

KeithP wrote: »

Consider using Section 35 of The Sale of Goods Act.

Does this apply to B2B transactions ? Genuine question, I really don't know.

unholyangel

vuvuzela wrote: »

Does this apply to B2B transactions ? Genuine question, I really don't know.

Yes although b2b doesn't have the same protection b2c does - a consumer can't sign away their right to inspect, a business can - by (for example) signing a satisfaction note on delivery.

Jon12345

Ok, there is good news and bad news. The good news is they finally picked up the fridge after 3 weeks. The bad news is it has the identical fault.

CapitalCooling

Dear Jon

As per previous correspondence via email directly with our company I would just like to clarify the situation for everyone else reading your posts.

First of all we take customer service very seriously, we have been operating since 1996 and take pride in offering great products backed up by exceptional customer service. When we hear of a customer that is not happy we certainly want to put things right.

I just want to run through the course of events so that everything is totally clear on what has happened.

The item was purchased from ourselves, delivered direct by SMEG. After the item was delivered you sent a message in about the discrepancy in the volume of the unit as per the instruction book. We quickly clarified the instruction book misprint with SMEG and sent you the updated instruction book. The SMEG website, our website and the instruction book all agree that it is a 40 litre unit.

You mentioned that you felt that there were manufacturing defects. We passed these onto SMEG and arranged for a replacement to be sent out, which you received.

Upon receiving the second unit you again raised concerns about marks on the metal. You stated that the only way you would be happy with this item was if you received a £100 refund and were allowed the keep the fridge – which is clearly not a viable option on a fridge that costs under £200.

Again we raised the issue with the Commercial Director at SMEG to get this resolved for you (on Thursday 3rd December – the same day you notified ourselves). He was on holiday until the Monday, which we communicated to you. Again we advised you Tuesday that we had spoken to SMEG and were awaiting a response on further action.

We confirmed with SMEG on Wednesday (yesterday) that they were going to contact you directly to arrange collection of the unit and once they have done so we would issue you with a full refund. Going by your messages I assume you have not heard from them, so we shall contact them again just now to find out what is happening.

While SMEG advise that there is no manufacturing issue on either of the fridges they believe that you will not accept any item that is sent as a replacement so refunding is the only option.

While I appreciate that at times it has taken longer than we would hope to get answer we were unfortunately simply a middle man between yourself and SMEG but have done everything possible to get a solution as quickly as possible.

We shall not be responding further on public message boards but please do not hesitate to contact us directly as you have been. Our customer service manager is more than willing to discuss this with you at any point – you may call him on his mobile if you wish – Stewart Wallace: 07969 693 125

Once SMEG have arranged the uplift we will be in touch about the refund.

Kind Regards
Capital Cooling Ltd

robatwork

It's laudable that you want to reply to this customer even in public, but MSE won't let you post on behalf of a company without being officially declared OK to do that, so I suggest you contact the forum administrators...

Hintza

CapitalCooling wrote: »

Dear Jon

As per previous correspondence via email directly with our company I would just like to clarify the situation for everyone else reading your posts.

First of all we take customer service very seriously, we have been operating since 1996 and take pride in offering great products backed up by exceptional customer service. When we hear of a customer that is not happy we certainly want to put things right.

I just want to run through the course of events so that everything is totally clear on what has happened.

The item was purchased from ourselves, delivered direct by SMEG. After the item was delivered you sent a message in about the discrepancy in the volume of the unit as per the instruction book. We quickly clarified the instruction book misprint with SMEG and sent you the updated instruction book. The SMEG website, our website and the instruction book all agree that it is a 40 litre unit.

You mentioned that you felt that there were manufacturing defects. We passed these onto SMEG and arranged for a replacement to be sent out, which you received.

Upon receiving the second unit you again raised concerns about marks on the metal. You stated that the only way you would be happy with this item was if you received a £100 refund and were allowed the keep the fridge – which is clearly not a viable option on a fridge that costs under £200.

Again we raised the issue with the Commercial Director at SMEG to get this resolved for you (on Thursday 3rd December – the same day you notified ourselves). He was on holiday until the Monday, which we communicated to you. Again we advised you Tuesday that we had spoken to SMEG and were awaiting a response on further action.

We confirmed with SMEG on Wednesday (yesterday) that they were going to contact you directly to arrange collection of the unit and once they have done so we would issue you with a full refund. Going by your messages I assume you have not heard from them, so we shall contact them again just now to find out what is happening.

While SMEG advise that there is no manufacturing issue on either of the fridges they believe that you will not accept any item that is sent as a replacement so refunding is the only option.

While I appreciate that at times it has taken longer than we would hope to get answer we were unfortunately simply a middle man between yourself and SMEG but have done everything possible to get a solution as quickly as possible.

We shall not be responding further on public message boards but please do not hesitate to contact us directly as you have been. Our customer service manager is more than willing to discuss this with you at any point – you may call him on his mobile if you wish – Stewart Wallace: 07969 693 125

Once SMEG have arranged the uplift we will be in touch about the refund.

Kind Regards
Capital Cooling Ltd

For posterity.

Ikamva

The smeg fridges/freezers are very retro. I've never heard of this brand but I actually like the look of them. I better start saving as my kitchen needs a facelift