Faulty appliance: reluctance to replace

cymrulady

Seven months ago bought an integrated fridge freezer. Recently, stopped cooling in both sections (now turned off). Contacted the repair company which acts for the manufacturer and holds the guarantee. Sent our an engineer who happened to be the original retailer/installer. He said that the appliance needed replacing.

However, I was then told by the repair company that this engineer wasn't qualified to re-gas or fit a compresser and that a second engineer would contact and call. To date, no contact as promised. I've also raised concerns about the prospect of re-gassing (which surely is usually only a temporary measure, especially if there's a leak) and in fact the manufacturer agreed that replacement was preferable.

Repair company obdurate - a second engineer to re-gas/fit new compresser (though we haven't been contacted yet). Five year guarantee though I don't have the terms and am finding it hard to get hold of them.

Am I right to be concerned about re-gassing? Should I continue to push for a replacement as that's our preference and also that of the installer and manufacturer?

A lot of food thrown out already and buying day to day which with a family of 5 is proving expensive.

Any suggestions gratefully received.

unholyangel

Any consumer rights are against the retailer/trader who sold it to you. Your only rights against the manufacturer are determined by whatever warranty they offer (if they choose to offer one that is) and on whatever terms they choose to offer it on.

Diamandis

Ultimately it's up to the retailer whether they repair or replace. They are likely to choose the most cost effective option. If there's any issues with the repair then you don't have to accept any further repairs and can ask for a refund or replacement at that stage.

cymrulady

Thank you, unholyangel. Does that mean that I can revert to the retailer and ask them to replace the appliance? (This is what their installer suggested but he was expecting the repair company which holds the guarantee to give him to go-ahead to do so and so far they have not done so.)

So can consumer rights against the retailer be exercised even when there is a guarantee/warrenty in place?

cymrulady

Thank you, too, diamonds. I'm wondering now if I can go back to the retailer and ask them to replace (their engineers aren't qualified to carry change a compresser or re-gas).

Diamandis

You can ask, they might not agree but definitely ask.

bris

cymrulady wrote: »

So can consumer rights against the retailer be exercised even when there is a guarantee/warrenty in place?

Yes, but at this stage you are still not entitled to a replacement. If the retailer wants to repair then they are entitled to do so.