Hoover/Candy - Sheilding / advice.

ChrisW1989

Hi all. 

I'm looking for a little advice. My mum (who is clinically extremely vulnerable) purchased a new Hoover Fridge/Freezer from VeryUK around two years ago. At time of purchase, she also added the extended cover/warranty.

On 21st Jan 2021, the appliance stopped working and obviously most food lost or spoiled. This was reported to VeryUK and they advised her they had contacted Hoover and that Hoover would call in 24hrs. This didn't happen. 

Around 23rd Jan, after hearing nothing, mum called VeryUK and told them no calls from Hoover. Then on 26th and 27th she called VeryUK to update them on well, nothing. 

Then on 29th Jan, Hoover called and booked a repair for Tues 2nd Feb. 
She received a text on the day, but no one turned up - nor no explanation. Take into account they were aware that my mum is sheilding. 

Mum then tried to call Hoover Directly again and no answers on the calls. I then went to Twitter to advise them - they told me to send them details - and I did. This was also met with NO reply. 

By this point Hoover had known for almost two weeks, that a sheilding vulnerable customer was without a Fridge Freezer, thus without fresh food. Hoover were also told Insulin was kept in the fridge. This made no difference. 

Friday just gone, I emailed the CEO and demanded an answer, and also included the Twitter complaints via link. 
Unfortunately mum suffered a heart attack yesterday and is currently now in hospital awaiting surgery. 

This morning, someone from Hoover emailed me and asked for details etc of my mum, I advised them of the current situation (against calling) as she is in hospital. 

Anyway, they offered apologies - £30 for the inconvenience and a visit by the engineer on 17th Feb. (this will be just under a month since first reported) 

I feel its an insult, and further insult that the next time they can get out is on the 17th 
(there are other vulnerable people living in the house) 

What advice if any could you offer? 
I don't want to bother my mum right now about it. 

Thank you 

[Deleted User]

It depends on what the terms of the warranty state. Do they give timescales?

Unless there's some clear timescales which have been breached, I think it's unlikely you'll do much better than the £30, though you might push it to £50 if you complain hard enough.

ChrisW1989

Deleted_User said:

It depends on what the terms of the warranty state. Do they give timescales?

Unless there's some clear timescales which have been breached, I think it's unlikely you'll do much better than the £30, though you might push it to £50 if you complain hard enough.

Thank you for the reply, it's not so much the money I'm bothered about, that's down to my mum to accept -
It's the new date. I am not sure what the time frame is on the warranty for repairs but surely for fresh food goods, it can't be touching a month?

I will need to find the documents, not sure where they are as mum keeps them and I don't want to bother her or put more pressure on at the moment. 

Again. Thank you for your reply.

[Deleted User]

I would say a month is around normal for these sort of warranties. They can be useful in terms of getting something fixed, but they always leave the problem of what do you do in the meantime without a fridge, washing machine, oven, etc even if it's only a couple of weeks.

And given the current situation, and the confusion over the first date, it seems unlikely they'll be able to improve on it.

mattyprice4004

Sorry, but the type of goods and the insulin have no effect on the retailer's obligations - they've sold you something that is faulty and they'll repair it, they didn't sell you a guarantee that you'd have access to a fridge 24/7. 
I think their offer is fair, and I wish your Mum a speedy recovery.