John Lewis telling us to contact Bosch regarding new fridge that is not working

Kavanne

My mum ordered a Bosch fridge freezer from John Lewis on 16/5 and we got it a few weeks later (the first one they sent had dented doors so had to go back). She was having her kitchen done so it's waited til this week to be used.

The fridge is not getting cold. We've called John Lewis this morning and they asked her a lot of questions about the fridge and then given her the telephone number for Bosch customer services to call. Is this right? I thought it was the retailer's responsibility?

Thanks

DoaM

It is the retailer's responsibility. However you can get quicker resolution going via the manufacturer ... as long as the retailer is not trying to pass on the repair cost to the consumer.

Note: As your Mum informed JL, and JL advised her to call Bosch, your Mum has not lost any consumer rights ... she did after all give the seller the opportunity to provide a remedy.

Note: If the repair doesn't work, or the unit fails again, then your Mum can legally reject the goods for a full refund (if she wishes).

shaun_from_Africa

DoaM wrote: »

Note: If the repair doesn't work, or the unit fails again, then your Mum can legally reject the goods for a full refund (if she wishes).

I would have though that the OP's mum can reject the appliance before any repair has been carried out providing the Bosch engineer confirms that there is a fault.

The first unit delivered was faulty (due to dented doors) and was rejected so provided they didn't get a refund at that time and then purchased a replacement as a separate transaction, this means that the dents would class as the first fault and the replacement not getting cold is the 2nd fault so it can be rejected.

DoaM

Fair point ... this would be the 2nd "remedy attempt".