Samsung Fridge Freezer - Appliance Electronics

ChrisDavies13

We purchased a Samsung Fridge Freezer for £1295 on Monday 3rd.  It was delivered Wednesday 5th and powered up Wednesday evening after installation.
The fridge works but the freezer wont freeze.  We phoned Appliance Electronics, they advised we need to go through checks with Samsung Support.  Once completed email and they will issue replacement.
Spent 2 hours online with Samsung, they advised they can only send engineer to repair so to contact retailer regarding replacement.
Appliance Electronics emailed back saying we need to book an engineer from Samsung, then once they confirm fault they will replace.
Samsung engineer would be between 3 to 7 working days, leaving us without the appliance.
Citizen advise say if Samsung look, it would affect out rights regarding refund or replacement.   
Any advise would be greatly appreciated.

ChrisDavies13

All dates in August 2020

Blackbeard_of_Perranporth

Where did you purchase your fridge freezer?

ssparks2003

Is this supplier?  https://www.applianceelectronics.co.uk/

neilmcl

ChrisDavies13 said:

We purchased a Samsung Fridge Freezer for £1295 on Monday 3rd.  It was delivered Wednesday 5th and powered up Wednesday evening after installation.
The fridge works but the freezer wont freeze.  We phoned Appliance Electronics, they advised we need to go through checks with Samsung Support.  Once completed email and they will issue replacement.
Spent 2 hours online with Samsung, they advised they can only send engineer to repair so to contact retailer regarding replacement.
Appliance Electronics emailed back saying we need to book an engineer from Samsung, then once they confirm fault they will replace.
Samsung engineer would be between 3 to 7 working days, leaving us without the appliance.
Citizen advise say if Samsung look, it would affect out rights regarding refund or replacement.   
Any advise would be greatly appreciated.

Are you sure they said that, because if so that's nonsense.

ChrisDavies13

ssparks2003 said:

Is this supplier?

Yes that is the supplier
Details below of reply:

Dear Chris,

 

In response to your letter sent today, we are unable to offer a replacement until the fault has been confirmed by an authorised engineer. Please contact Samsung and book the engineer call out which normally take place within  1 – 2 working days.

 

Once the appliance has been inspected and the fault has been confirmed please let us know and we will get the appliance replaced.

 

Regards,

Alex

Support Team

Email: support@applianceelectronics.co.uk 

ChrisDavies13

neilmcl said:

ChrisDavies13 said:

We purchased a Samsung Fridge Freezer for £1295 on Monday 3rd.  It was delivered Wednesday 5th and powered up Wednesday evening after installation.
The fridge works but the freezer wont freeze.  We phoned Appliance Electronics, they advised we need to go through checks with Samsung Support.  Once completed email and they will issue replacement.
Spent 2 hours online with Samsung, they advised they can only send engineer to repair so to contact retailer regarding replacement.
Appliance Electronics emailed back saying we need to book an engineer from Samsung, then once they confirm fault they will replace.
Samsung engineer would be between 3 to 7 working days, leaving us without the appliance.
Citizen advise say if Samsung look, it would affect out rights regarding refund or replacement.   
Any advise would be greatly appreciated.

Are you sure they said that, because if so that's nonsense.

Yes, pretty sure, they advised would take issue away from retailer to manufacturer.  Hopefully I misunderstood, as you can see from previous email, I cannot get anyway without Samsung visiting to inspect.

TadleyBaggie

Your consumer rights are with the retailer and nothing can change that. Samsung may well be involved but ultimately the retailer will need to decide how to resolve the issue (i.e. repair, replace or refund).

ChrisDavies13

okay, great thank you.  I have booked in an engineer inspection but earliest is Monday.   Part of decision factor in ordering a new unit was needed it quickly to replace faulty old one.  Feel should have just booked a repair as now in exactly same position but having spent out for brand new one.

Spank

ChrisDavies13 said:

neilmcl said:

ChrisDavies13 said:

We purchased a Samsung Fridge Freezer for £1295 on Monday 3rd.  It was delivered Wednesday 5th and powered up Wednesday evening after installation.
The fridge works but the freezer wont freeze.  We phoned Appliance Electronics, they advised we need to go through checks with Samsung Support.  Once completed email and they will issue replacement.
Spent 2 hours online with Samsung, they advised they can only send engineer to repair so to contact retailer regarding replacement.
Appliance Electronics emailed back saying we need to book an engineer from Samsung, then once they confirm fault they will replace.
Samsung engineer would be between 3 to 7 working days, leaving us without the appliance.
Citizen advise say if Samsung look, it would affect out rights regarding refund or replacement.   
Any advise would be greatly appreciated.

Are you sure they said that, because if so that's nonsense.

Yes, pretty sure, they advised would take issue away from retailer to manufacturer.  Hopefully I misunderstood, as you can see from previous email, I cannot get anyway without Samsung visiting to inspect.

You mi9ght not have misunderstood, Citizens Advice is not always the right advice.
If you went to Samsung on your own that can make things complicated in regards to rejecting, but as you were told by the shop, if Samsung fails to fix it you can go back to the shop and reject.

Sandtree

ChrisDavies13 said:

okay, great thank you.  I have booked in an engineer inspection but earliest is Monday.   Part of decision factor in ordering a new unit was needed it quickly to replace faulty old one.  Feel should have just booked a repair as now in exactly same position but having spent out for brand new one.

The chap that comes out will just be told he is there to look at the freezer, it wont be an "inspection only job" (I've had a lot of Samsung engineers recently regards freezers). In all 6 cases the engineer (same guy each time) on the first appointment said it was faulty and he'd order parts and rebook once the parts had come in.

The choice is yours really, assuming he confirms its a fault when he comes out you can either let him order parts or whatever is required and go down the repair route or you can use his report to inform the retailer you are rejecting the item and get a brand new unit.