Problems trying to return item to Curry’s

millicent

I purchased a fridge/freezer from Currys which was faulty. I rang the manufacturer (Hisense) who wanted to send an engineer out to repair it. I initially agreed to this as I thought that this would happen quickly, it appears not. Three weeks on it is still not fixed.
 I have decided that I want to return it to Currys under my 30 days return for a refund and this is where the problem lies. 

I cannot get Currys to come and collect it, they say they need an uplift number from Hisense but they say they will only give an uplift number once a repair has been attempted. 

I have spent most of this week on the phone with Currys and Hisense trying to get this FF collected and am getting nowhere.
This is really beginning to effect me mentally now and is stopping me from sleeping.
My brother died two weeks ago and I am trying to support my parents at the moment  and plan the funeral. This is the last thing that I need. Does anyone have any suggestions on what I can do to get Currys to come and collect it?

zoob

Have Hisense had an engineer visit you yet to inspect the appliance? 

millicent

No not yet, one was due but their van broke down! The problem is it is now 3 weeks without a working fridge so I have had to purchased another one as it is something that I can’t do without.
I’m now left with a faulty fridge that I want to return but can’t.

zoob

Yes it's a pain in the butt, unfortunately an engineer needs to confirm the appliance is faulty and not just something not done correctly or switched on too soon after arrival causing it not to work properly because gas not settled 
If appliance is faulty and not something you've contributed to then you'll able to refuse any attempt at repair by engineer and insist on an uplift number.
How long has it being since you first reported the fault? 

millicent

Definitely not switched on too early, left it for five hours before switching it on.
The problem is with the doors, even when closed the interior light stays on and the door open alarm sounds rendering it unusable.
First reported the fault to Hisense the day after delivery which was the 10/10, so called them 11/10.

[Deleted User]

Might be of use.
https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

neilmcl

You have every right to reject the FF but the problem is the onus is on you to prove that the fault exists and was present at purchase, in other words inherent to manufacture rather than something caused by you. So at the end of the day you have little choice but to wait for an engineer to come out. Your 30 days is on pause until this happens though so not to worry on that score but if you want to return it then make sure the engineer just diagnoses the fault and doesn't attempt a repair.

Alderbank

Millicent, we need to know whether you purchased it on line or in the shop.

If on line you have the consumer right to return it for any reason or no reason, within 30 days.

If you are rejecting it because it is faulty then that is a different right. It is the retailer's choice whether to repair, replace or refund

neilmcl

Alderbank said:

Millicent, we need to know whether you purchased it on line or in the shop.

If on line you have the consumer right to return it for any reason or no reason, within 30 days.

If you are rejecting it because it is faulty then that is a different right. It is the retailer's choice whether to repair, replace or refund

Wrong on both counts.

If it's an online purchase the OP has 14 days to cancel, then 14 days to return the FF. The seller has also the right to reduce the amount of the refund if the handling is deemed outside that to determine the functioning of the item, in other words if it's more than could reasonable be done in the shop.

Secondly, under the CRA 2015 the buyer is entitled to a full refund within 30 days by exercising their short term right to reject.

Alderbank

Apologies, Neil, I'm getting old.

As Neil correctly says, if online you can cancel within 14 days and return within 14 days.

If you are rejecting it because it is faulty you are entitled to a full refund within the first 30 days. After that it becomes the retailer's choice whether to repair, replace or refund.

Sorry for creating any confusion

millicent

Yes, it was an online purchase. Thank you everyone for your advice - much appreciated.
 I will take neilmcl’s advice and refuse the repair when the engineer visits and hopefully get an uplift number and finally be able to get Currys to pick it up.