Uplift procedure on faulty freezer from Currys and Domestic and General

Yorklad37

DanDare999 said:

Yorklad37 said:

mattyprice4004 said:

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. 

Thanks Mattyprice4004 but I wont accept that. Someone has to make a stand - and given my current medical condition, Ive the time to take this forward. 

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things, both lying about their processes both doing nothing sensible to resolve - even though Ive given solutions.

I dont see why I should have to pay for a freezer, which doesnt work correctly, but in order for me to get replacement, I need to reduce items in it so their uplift process works in the way they want it to.

Thats not good customer service - they can take my credit card details and if I dont give them faulty freezer, they can charge me for replacement of the working freezer they've supplied.

Problem sorted!!

How about Currys bring you a new freezer you get it up and running, transfer your food and then you pay for the second trip out to collect the faulty appliance? 

Wages for two men for a day and the cost to run the van for the day should cover it.

Problem sorted. 

That's what I'm wanting - new freezer first - they wont do that as the uplift procedure is they collect old one first and then at some point deliver new one. They're making the same no of trips, and on different days - so it's not the cost of delivery/collection  Currys are bothered about. But if I agree to their current uplift procedure, Ill end up wasting all currently frozen food - with no compensation from either company - I don't want to waste food cos Currys have a process that doesn't work.

Manxman_in_exile

Yorklad37 said:

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things,...

So during these two months have you been re-stocking the 7 shelves that work rather than running down the contents?

DanDare999

Yorklad37 said:

DanDare999 said:

Yorklad37 said:

mattyprice4004 said:

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. 

Thanks Mattyprice4004 but I wont accept that. Someone has to make a stand - and given my current medical condition, Ive the time to take this forward. 

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things, both lying about their processes both doing nothing sensible to resolve - even though Ive given solutions.

I dont see why I should have to pay for a freezer, which doesnt work correctly, but in order for me to get replacement, I need to reduce items in it so their uplift process works in the way they want it to.

Thats not good customer service - they can take my credit card details and if I dont give them faulty freezer, they can charge me for replacement of the working freezer they've supplied.

Problem sorted!!

How about Currys bring you a new freezer you get it up and running, transfer your food and then you pay for the second trip out to collect the faulty appliance? 

Wages for two men for a day and the cost to run the van for the day should cover it.

Problem sorted. 

That's what I'm wanting - new freezer first - they wont do that as the uplift procedure is they collect old one first and then at some point deliver new one. They're making the same no of trips, and on different days - so it's not the cost of delivery/collection  Currys are bothered about. But if I agree to their current uplift procedure, Ill end up wasting all currently frozen food - with no compensation from either company - I don't want to waste food cos Currys have a process that doesn't work.

Offer to pay for the extra day. 

Manxman_in_exile

DanDare999 said:

Yorklad37 said:

DanDare999 said:

Yorklad37 said:

mattyprice4004 said:

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. 

Thanks Mattyprice4004 but I wont accept that. Someone has to make a stand - and given my current medical condition, Ive the time to take this forward. 

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things, both lying about their processes both doing nothing sensible to resolve - even though Ive given solutions.

I dont see why I should have to pay for a freezer, which doesnt work correctly, but in order for me to get replacement, I need to reduce items in it so their uplift process works in the way they want it to.

Thats not good customer service - they can take my credit card details and if I dont give them faulty freezer, they can charge me for replacement of the working freezer they've supplied.

Problem sorted!!

How about Currys bring you a new freezer you get it up and running, transfer your food and then you pay for the second trip out to collect the faulty appliance? 

Wages for two men for a day and the cost to run the van for the day should cover it.

Problem sorted. 

That's what I'm wanting - new freezer first - they wont do that as the uplift procedure is they collect old one first and then at some point deliver new one. They're making the same no of trips, and on different days - so it's not the cost of delivery/collection  Currys are bothered about. But if I agree to their current uplift procedure, Ill end up wasting all currently frozen food - with no compensation from either company - I don't want to waste food cos Currys have a process that doesn't work.

Offer to pay for the extra day. 

But if I understand what the OP is saying, Currys are making two visits anyway on different days.  One to "uplift" and a second to deliver the replacement, so there wouldn't be any extra day.

I have some sympathy with the OP if the process is so inflexible as to remove any discretion to come up with a sensible solution.

Yorklad37

Thanks for your comments. I understand the suggestions from others, that I run down contents. However I'm a single person, so it will take quite a while to run down items as its a large freezer. So Id be running a freezer, which is faulty and not full capacity. And given cost of living / energy costs now, I don't see why I should have to do that. 

My complaint is still with various parties. Hopefully they will see sense and change their process or make it more flexible  - not just for me - but for anyone experiencing this issue in the future. 

Which battles are worth fighting is subjective and personal to those raising the issue.

400ixl

How did the human race survive before the invention of the freezer?

They are meeting their legal obligations. In 2 months of digging your heals in and in my view being too stubborn to be practical you could have sorted this easily.

Arrange a date suitably in the future, say a month's time. Work out what can be cooked and then re-frozen, this can be kept until swap over time and cooked then re-frozen.

Anything that can't should be prioritised and eaton or find friends to store it for a couple of days at swap over time (should be possible with enough notice).

That will allow you to defrost the existing freezer and then get the new one up and running.

Alternatively, keep an eye on some of the marketplaces like Facebook and you will often see a secondhand freezer going for £20 or so. Buy that and put it in the garage you have said you have and then just sell it again after for what you paid for it.

Sometimes it is better to take responsibility yourself than it is to try to bend a corporation against their processes which do meet the legal requirement. Far less stressful and doesn't waste months.

Alderbank

Yorklad37 said:

DanDare999 said:

Yorklad37 said:

mattyprice4004 said:

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. 

Thanks Mattyprice4004 but I wont accept that. Someone has to make a stand - and given my current medical condition, Ive the time to take this forward. 

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things, both lying about their processes both doing nothing sensible to resolve - even though Ive given solutions.

I dont see why I should have to pay for a freezer, which doesnt work correctly, but in order for me to get replacement, I need to reduce items in it so their uplift process works in the way they want it to.

Thats not good customer service - they can take my credit card details and if I dont give them faulty freezer, they can charge me for replacement of the working freezer they've supplied.

Problem sorted!!

How about Currys bring you a new freezer you get it up and running, transfer your food and then you pay for the second trip out to collect the faulty appliance? 

Wages for two men for a day and the cost to run the van for the day should cover it.

Problem sorted. 

...I don't want to waste food cos Currys have a process that doesn't work.

Currys process works OK. The problem is with your food management.

Every freezer fails sooner or later. They always fail suddenly without warning and it's much more common than you might think. Several times over the last few years we have given a foster home to a carrier bagful of frozen stuff while a neighbour hurries to Currys or AO for a new machine and I'm sure that when (not if) our freezer packs up that our neighbours will look after our bags of frozen peas etc. until the new one arrives.
Have you asked your neighbours to help?

PS when your new freezer is delivered, allow for the fact that it will need to stand for up to 24 hours before even switching it on.

Yorklad37

Manxman_in_exile said:

Yorklad37 said:

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things,...

So during these two months have you been re-stocking the 7 shelves that work rather than running down the contents?

No - I've been using items in freezer, but as a single person it takes time to use stuff up. And if I use an item I usually make several meals out of it - batch cooking. So once I get out of hospital I have ready made meals.

Yorklad37

Manxman_in_exile said:

DanDare999 said:

Yorklad37 said:

DanDare999 said:

Yorklad37 said:

mattyprice4004 said:

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. 

Thanks Mattyprice4004 but I wont accept that. Someone has to make a stand - and given my current medical condition, Ive the time to take this forward. 

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things, both lying about their processes both doing nothing sensible to resolve - even though Ive given solutions.

I dont see why I should have to pay for a freezer, which doesnt work correctly, but in order for me to get replacement, I need to reduce items in it so their uplift process works in the way they want it to.

Thats not good customer service - they can take my credit card details and if I dont give them faulty freezer, they can charge me for replacement of the working freezer they've supplied.

Problem sorted!!

How about Currys bring you a new freezer you get it up and running, transfer your food and then you pay for the second trip out to collect the faulty appliance? 

Wages for two men for a day and the cost to run the van for the day should cover it.

Problem sorted. 

That's what I'm wanting - new freezer first - they wont do that as the uplift procedure is they collect old one first and then at some point deliver new one. They're making the same no of trips, and on different days - so it's not the cost of delivery/collection  Currys are bothered about. But if I agree to their current uplift procedure, Ill end up wasting all currently frozen food - with no compensation from either company - I don't want to waste food cos Currys have a process that doesn't work.

Offer to pay for the extra day. 

But if I understand what the OP is saying, Currys are making two visits anyway on different days.  One to "uplift" and a second to deliver the replacement, so there wouldn't be any extra day.

I have some sympathy with the OP if the process is so inflexible as to remove any discretion to come up with a sensible solution.

Thanks for your comment. You understand what Im saying. Im not causing any more delivery/collection trips for Currys - I just need them to deliver new Freezer and pick faulty one up at a later date. Currys uplift is that they do this the other way round. I dont understand why.

Do they think that a customer is gonna hold on to a faulty item?

No one at Currys or DnG has explained this - they just say it's their internal process. They refer me to T&C's which don't cover the 'Uplift process' . 

Neither company has confirmed who 'owns' the uplift process - if Id had item delivered from another company, would the uplift process be the same? There is no definition of what this means. Try googling it.

If an internal process doesn't work in certain circumstances, then it can be changed - its not law.

And hopefully my complaint will allow flexibility in this process. Or get it defined so T&C's take account of it. 

DanDare999

Yorklad37 said:

Manxman_in_exile said:

Yorklad37 said:

Ive been passed round between DnG and currys for 2 months now - both referring me back to each other, both saying different things,...

So during these two months have you been re-stocking the 7 shelves that work rather than running down the contents?

No - I've been using items in freezer, but as a single person it takes time to use stuff up. And if I use an item I usually make several meals out of it - batch cooking. So once I get out of hospital I have ready made meals.

So since you discovered the problem with the freezer and issues with the replacement did you continue to batch cook and add to the problem?