Uplift procedure on faulty freezer from Currys and Domestic and General

Yorklad37

Hi all - has anyone had experience of the uplift procedure from Currys and Domestic and General (DnG)  and trying to get compensation for their waste of customer time?

My freezer was replaced last year with a new one under my insurance with DnG and was supplied by Currys and has 3 yr manufacturers warranty.

Less than 1 yr after having the freezer - the top compartment of 8, isn't freezing. Engineer investigated, concluded freezer needs replacing, gave me an 'uplift' no and said contact Currys to arrange replacement  

Uplift process is : Currys collect faulty item > Currys might then deliver replacement item as a date the customer doesn't know.

That doesn't work for me as I've a freezer where 1 compartment out of 8 isn't freezing food. I've no where to store the contents of the other 7.

Both DnG and Currys have intimated I just dump the food - so their uplift procedure will work

I need the process to be ; Currys deliver new freezer > give me time to get it up to temperature to make sure its freezing > I swap items from faulty freezer to new one > Currys then arrange to collect faulty one. 

Both Currys and DnG have passed me round to different departments, put me on hold, cut off calls, lied in their communications with me and neither company is doing anything to resolve as Ive suggested. 

Their complaints procedure is terrible. And as Im due to go into hospital, which Ive advised both - their attitude is disgusting with neither co talking to each other to resolve and getting me to do all the chasing round. 

Ive contacted their complaints dept, consumer ombudsmen service - and local and national press. 

Anyone got any other ideas or suggestions?  

molerat

You have no legal route.  They are complying with your consumer rights by uplifting the faulty unit and supplying a replacement.

You need to embarrass them into doing the sensible thing and social media / national press consumer champions is likely the only way.

Very difficult to make stupid see common sense, computer says no always wins !

Olinda99

As you have found out, they won't do it that way.

Your only route is to buy a new freezer yourself. Once food swapped, get Currys to collect and refund.

user1977

Or find somewhere else to store the food.

Or eat it before the uplift!

eskbanker

Yorklad37 said:

Their complaints procedure is terrible. And as Im due to go into hospital, which Ive advised both - their attitude is disgusting with neither co talking to each other to resolve and getting me to do all the chasing round. 

To what extent are you expecting them to accept this as being relevant to their response?

mattyprice4004

It doesn’t really matter how you need their process to be - you only get to dictate the process if you work for them. 

You’re stuck with their process; you need to find a way to make it work for you I’m afraid. 

I’d ask them to wait a month, and use that time to eat what’s in the freezer. 

TELLIT01

At best they will deliver the new freezer on the same day as they take the old one away.  However, they will expect the freezer they are taking away to be ice and water free which really means switching it off 24 hours before collection.

Yorklad37

molerat said:

You have no legal route.  They are complying with your consumer rights by uplifting the faulty unit and supplying a replacement.

You need to embarrass them into doing the sensible thing and social media / national press consumer champions is likely the only way.

Very difficult to make stupid see common sense, computer says no always wins !

Ive reported to social media and press. Ive put comment on twitter and reported to my local press and guardian. If you have any other suggestions please let me know - thanks 

Yorklad37

Olinda99 said:

As you have found out, they won't do it that way.

Your only route is to buy a new freezer yourself. Once food swapped, get Currys to collect and refund.

I thought about that but then I've an extra freezer in my garage and no guarantees that Currys will replace the faulty one. Ive suggested that option to Currys/DnG.Ive also suggested they take my credit card details, provide new one, take old one away when Ive swapped items over, and if I don't give them the faulty freezer back, they can charge me for the new freezer.  

Yorklad37

user1977 said:

Or find somewhere else to store the food.

Or eat it before the uplift!

Ive spoke to friends and family - they dont have the space to store 7 drawers of frozen food 

I live alone with no car.  7 drawers of food will take a long time to eat up.

My point is that if I do as u suggested, I'm running a freezer which I cant add items to. Given cost of living increases I will look for bargains and add to freezer when they become available - and bulk cook when I can. Yr suggesting I run down a freezer - paying for energy to freeze till Ive used all items up and Im not able to add any other items to it, till its empty. 

There's no point in having a freezer then. Ill be paying for a cupboard I cant put anything in.  

Yorklad37

eskbanker said:

Yorklad37 said:

Their complaints procedure is terrible. And as Im due to go into hospital, which Ive advised both - their attitude is disgusting with neither co talking to each other to resolve and getting me to do all the chasing round. 

To what extent are you expecting them to accept this as being relevant to their response?

I would expect that they would look into a customer circumstances, the appliance involved, the extent of the fault and take these into account when resolving an issue. 

If I had a faulty microwave for example - I can live without that for a long period, Ive no food stored in it - so no loss there. I just look at other ways of cooking.  If I dont get problem resolved before I go into hospital, there's no issue with me not getting a replacement for faulty m/wave.No food has been lost or wasted

A freezer is different - if I dont get the issue resolved before going into hospital, no one else will pick the issue up for me. Food will be wasted as issue will get worse, Ill be paying energy costs on an item which doesnt work as it should.