Who should I be complaining to? Faulty fridge/freezer

kitrat

Hello, sorry this is probably very simple but I can't find the answer. Product is currently under warranty. Quick run down of events:

Aug-2018 Bought Beko fridge-freezer from Currys
Sep-2018 Stops working (lost all freezer food), spoke straight to Beko who arranged engineer
Oct-2018 Eventually fixed after approx. 4 weeks, required replacement parts

Nov-2019 Stops working again (transferred contents to SIL house in time to keep food) phoned Currys this time explaining I wanted them to replace with a new fridge-freezer. Currys arranged an engineer call out with Beko as they would not do anything until fault confirmed. Fridge/freezer comes back to life the next day. Since I have been told I will incur a £50 charge if engineer comes out and appliance is not faulty I cancel engineer call out and watch and wait.

Jan-2020 (Yesterday) Stops working again, this time has not come back to life and all freezer food is spoiled. Phone Currys and simply ask them to log on their system this has happened again. I tell them I will contact Beko. Told I might be able to get an 'uplift number' to allow Currys to replace my appliance (I want this option), or Beko might replace the appliance (don't want another one of their rubbish freezers anymore thanks!)



So I am about to ring Beko. Except I don't know if I should really be complaining to them? The fact is I don't want to wait another few weeks for an engineer call-out. It's clearly faulty, I don't want it fixed as what happens when it breaks again when the warranty has run out? I want Currys to give me a totally new freezer and I want them to refund me the installation fee and install a new one for free and possibly offer something to cover the food that has been spoiled (is this too much will they tell me I should claim it all on insurance? - I did not claim the first time but might this time).

Should I instead be ringing Currys and tell them to sort it out? Or should I be telling Beko I want this uplift number today, not in a few weeks time when the engineer confirms that yes my freezer is in fact 'operating' at 20'C :mad: I doubt they'll agree to that but maybe putting pressure on Currys to contact Beko to ensure this result is best?

Thanks for any help.

born_again

kitrat wrote: »

H
Aug-2018 Bought Beko fridge-freezer from Currys
Sep-2018 Stops working (lost all freezer food), spoke straight to Beko who arranged engineer
Oct-2018 Eventually fixed after approx. 4 weeks, required replacement parts

Nov-2019 Stops working again (transferred contents to SIL house in time to keep food) phoned Currys this time explaining I wanted them to replace with a new fridge-freezer. Currys arranged an engineer call out with Beko as they would not do anything until fault confirmed. Fridge/freezer comes back to life the next day. Since I have been told I will incur a £50 charge if engineer comes out and appliance is not faulty I cancel engineer call out and watch and wait.

Jan-2020 (Yesterday) Stops working again, this time has not come back to life and all freezer food is spoiled. Phone Currys and simply ask them to log on their system this has happened again. I tell them I will contact Beko. Told I might be able to get an 'uplift number' to allow Currys to replace my appliance (I want this option), or Beko might replace the appliance (don't want another one of their rubbish freezers anymore thanks!)

I want Currys to give me a totally new freezer and I want them to refund me the installation fee and install a new one for free

Well you will not get a new freezer and a refund of charges on a 18 month old freezer.

When our week old freezer went wrong. Rung currys, engineer arranged. Came out advised not repairable. Wait for email to arrange for new one to be delivered & old picked up.

lheyw

My Logik freezer, bought from Currysfor £200, has stopped working, just under 2 years old. It's taken some time, but eventually I got through to their 'Out of Warranty' team, who has said it;s not worth trying to repair and has offered a £75 credit note. The guy in the call centre suggested this was calculated based on the Consumer Rights ACt, but nowhere can I find any suggested calculation. I feel a freezer should last a minimum of 5 years - can I push for more compensation, and do I have to accept a credit note or can I insist in cash?.

shaun_from_Africa

lheyw wrote: »

I feel a freezer should last a minimum of 5 years - can I push for more compensation, and do I have to accept a credit note or can I insist in cash?.

I think that some freezers should last at least 5 years but what you have to bear in mind is that Logic appliances are very cheap compared to most other makes and as such, what to expect from one in the way of durability will be less than from other more expensive brands.

You can certainly ask if they will increase their offer and you can ask for this payment to be made in the same way that you originally paid.
Another thing to also take heed of is that Currys could insist that you prove that the fault is due to a manufacturing defect and not down to misuse. They probably wouldn't ask this but they do have that right.

Aylesbury_Duck

lheyw wrote: »

My Logik freezer, bought from Currysfor £200, has stopped working, just under 2 years old. It's taken some time, but eventually I got through to their 'Out of Warranty' team, who has said it;s not worth trying to repair and has offered a £75 credit note. The guy in the call centre suggested this was calculated based on the Consumer Rights ACt, but nowhere can I find any suggested calculation. I feel a freezer should last a minimum of 5 years - can I push for more compensation, and do I have to accept a credit note or can I insist in cash?.

After that amount of time, I think £75 is pretty fair. After all, you've had almost two years' use from it. How much would you be prepared to pay for a two year-old freezer with an RRP of £200? £50 on eBay, perhaps?

I don't think you have any rights unless you go down the route of paying someone to prove it was an inherent fault, but even then you'd be back where you are today: with an offer of a refund adjusted for use. Currys may not be the best retailer but they do sell some reasonable brands so your £75 can go some way to buying a decent replacement model for Logik, which is about as cheap and nasty as you can get.