Freezer not fit for purpose

Det7474

Hello

Hundreds of people are having the same issues as me, issues with Hotpoint and many of them contacted now Watchdog as well.
1.)
We bough a new Freezer and Fridge (separate items) in 2018 October.
2.)
In 2019 June the freezer got packed up, so we called Hotpoint. They were arrogant and difficult on the phone, kept saying that I will have to pay for the engineer's call out if the freezer has a problem which is not related faulty parts etc.
I agreed to call them out, not taken insurance, as he freezer had still few month warranty left on it (bought it less than a year at that point).
3.)
Hotpoint sent an engineer out after 10 days wait time. All my food (£200-300) got binned mostly, because they melted and we were not able to use them that fast.
We tried to give it away to anyone who can use the content so at least it is not going to the bin.

When the engineer came out, he recognised that the mother board has gone on the freezer, so agreed that we are right and it has to be changed.
He said he is not trained, so we had to wait another 7 days to get someone else from them.
7 days later he turned up again, and he said now he is trained to replace the freezer motherboard, but he had no parts with him because he forgotten this!!!
another 7-10 days he turned up again and replaced the motherboard.
We had to use 3 days holiday because the engineer was not very clever and got a really bad service from Hotpoint anyways.
We argued about the length and also re the loss on the food. They did not accept any of my statements which shows how much foods I had and how much I spent.
They refused to pay even a 100£ compensation for my food waste and for their time wasting.

4.)
Now 6-7 month later the motherboard gone again. My freezer is full for 6 people, and 3 animals in the house, homeschooled kids, working hard to survive..
Hotpoint given us an appointment
7-8 days wait, appointment was last Wednesday. 
BUT they didn't come, my hubby was at home all day long, taken one day off.

Their engineer was not feeling well!!!!! They did not text me, not called me, not smiled me just out of courtesy, that hey !!!!!!, do not even waste your holiday on us, because we are not coming!
Around 1 pm we called them and actually they said they are not coming, they rebooked this for the 12th!!!!
Next week, but no email, no sms nothing from their end.

Demanded compensation for my food loss and time, they offer a laughable 10£!!!!

Is this really legal in the Uk, that I paid 900£ and they can keep doing this to anyone?????
I contacted the ombudsman service, will call a lawyer because IP do not wasn't their crappy items anymore, I refuse to have this happening to us every 6 months and go through the pain again. Living in fear that the freezer any time can go again and keep losing money.
I told them I want this to be collected, replaced or refunded completely.

So if anyone can advise please what other right I have appreciated.

ToxicWomble

Point 4)
If the kids are homeschooled then no need for anyone to take a day off.

powerful_Rogue

Did you buy the freezer direct from hotpoint or a retailer?

comeandgo

Check your home insurance to see if you have frozen food cover there.  You should have firstly gone to the company you purchased the freezer from, they are responsible for after sales problems.

[Deleted User]

Where are you shopping that you can get £300 worth of food into a freezer? Harrods?

Ectophile

If you are claiming on the warranty, then the warranty covers what it says it covers, and nothing else.  So if the warranty says it covers the cost of fixing the freezer, that's what they will do.  If the warranty does not say it covers loss of food, then it doesn't.

Your legal rights are against the retailer who sold you the freezer. Whether or not they will pay you for the loss of food is another matter.  I rather suspect not.

zoob

First thing Hotpoint are 100% correct in stating that if it’s not a faulty part causing the problem you’ll have to pay. 
Again any food loss claim will be against the retailer you bought the freezer from and you’ll to provide evidence like the frozen food packaging from what was disposed off and or photos off wasted food in the freezer ideally to back it up.
Normally the warning light and buzzer if not switched off on the unit indicate a freezer not cooling and you should have at least 24 hours before food spoils, assuming you don’t keep opening the freezer door letting warm air in. 
One more thing, lots off people buy American style or side by side fridge and freezers and generally there very good if installed properly, but motors and electronics can burnout very early in there life if there’s inadequate ventilation around them 
people get them built into there kitchen units and never bother to read the instructions about ventilation then complain whenever it’s there own fault or there Fitter’s 

ess0two

camelot1971 said:

Where are you shopping that you can get £300 worth of food into a freezer? Harrods?

Always seems to be this price range, when compo is being explored.

Spank

If there is a lot of meat in the freezer,£300 seems ok. I have £70 of steak on one shelf alone.