Fridge-freezer from Currys

JS2006

Hi,

My MIL purchased a fridge-freezer from Currys in early August. The 'installation team basically sat it down and told her to switch it on in 4 hours, which she did. Ever since, it has been running really loudly. This doesn't seem normal (it wakes us up at night it is so loud, and you can't have a conversation in the kitchen. I can hear it now over the tap running and the TV on!).

She called Currys who immediately passed her to Daewoo, who were closed. They cold transferred her and she didn't want to call back and go through a rigmarole again.

She called back again at the weekend and spent over an hour being told that she would have to contact the manufacturer to verify any faults. I told her to quote the Consumer Rights Act and that it is the sellers responsibolity. MIL asked to speak to a manager or supervisor and the The CS rep told my MIL that she didn't know why because her manager would tell her the same thing. After insisting, she was put on hold only for the rep to return and say that she had spoken with her manager and he agreed. After insisting that the manager speak to her, the rep said no managers were available and that they would call her back on Monday.

I tweeted Currys CEO and the 'KnowHow team' have replied to say:

Hi XXX,

I am sorry to learn of the noise issue with your mother-in-laws appliance. I do understand the comments you have raised, and we do fully comply with consumer rights. With this in mind, we do reserve the right to verify any faults with the product prior to any exchange/refund request. With the make/model number of the appliance, I can confirm that Beko undertake repairs on our behalf. Can I please ask if the manufacturer has been contacted to confirm any faults with the unit? If not, kindly supply me with the serial number of the appliance and full fault details. I am more than happy to arrange a visit for the next available date.

The bloody fridge is a Daewoo!!!

Can any savvy money savers tell me what my MILs rights are and how best to proceed? I feel like she is being fobbed off. We are now out with the 30 days (by 1 day on Saturday when she called, but she called within the 30 days originally).

Thank you!

EssexExile

Others will know her rights better than me but, in practice, someone from Daewoo (or whoever does their servicing) will have to look at it to confirm the fault. It's no good getting a Currys person to look at it as they don't know a fridge from a toaster, or a Beko from a Daewoo even.