Uplift procedure on faulty freezer from Currys and Domestic and General

TadleyBaggie

I would have expected that the new freezer be delivered and the old one be taken away during the same visit. But that would still result in the food becoming defrosted, as you have to let the new freezer sit level for a period before it is switched on and then it will take several hours to get down to operating temperature.

Yorklad37

Alderbank 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. 

...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.

Thanks but Currys process doesn't work OK.

Freezer is less than 1 yr old - has 3 yr gtee. If Id had it a while I would agree with you. I have a fridge freezer in my house which has lasted 20 yrs. 

Im claiming under the warranty - if claim was it was outside the 3 yr guarantee I would agree with your comments.

Not sure what you mean by food management - I put food in a freezer to freeze it, not expecting it will fully or partially fail. A freezer is supposed to freeze - if it doesn't Id never put food in a freezer and it would be pointless in me having one. 

Ive asked friends and family to store items - they don't have the capacity for 7 drawers

My point is that the uplift procedure for replacing an item which has partially failed within the guarantee period, doesnt work. Customers need replacement item before giving up old one.

Yorklad37

TadleyBaggie said:

I would have expected that the new freezer be delivered and the old one be taken away during the same visit. But that would still result in the food becoming defrosted, as you have to let the new freezer sit level for a period before it is switched on and then it will take several hours to get down to operating temperature.

Yep I know Currys adviser said new one would need 24 hrs to get to temp and as you mention old one would need time to defrost. Thats why I need new one first then old one can be taken away

powerful_Rogue

Standard procedure with virtually everything that is faulty. Faulty item gets collected, then the new item is delivered. More then likely coming/going to different warehouses thus why it's two different trips.

The procedure does work and has for a very long time, it's just that it doesn't work for you.

400ixl

Yorklad37 said:

Thanks but Currys process doesn't work OK.

Freezer is less than 1 yr old - has 3 yr gtee. If Id had it a while I would agree with you. I have a fridge freezer in my house which has lasted 20 yrs. 

Im claiming under the warranty - if claim was it was outside the 3 yr guarantee I would agree with your comments.

Not sure what you mean by food management - I put food in a freezer to freeze it, not expecting it will fully or partially fail. A freezer is supposed to freeze - if it doesn't Id never put food in a freezer and it would be pointless in me having one. 

Ive asked friends and family to store items - they don't have the capacity for 7 drawers

My point is that the uplift procedure for replacing an item which has partially failed within the guarantee period, doesnt work. Customers need replacement item before giving up old one.

You mean the Curry's process doesn't work the way you want it to. As you have seen the majority don't have the same expectations that you do. I would expect them to bring a new one and take away the broken one. This has been my experience with Curry's and AO from everyone I know who has done it.

On more than one occasion we and several others have cleared space in our freezer to foster food and that has worked fine.

After 2 months you should not have 7 drawers to foster, you should not have been re-stocking them at all and using what you have. Focussing on stuff that cannot be re-frozen.

Lots of people don't have room to store 2 freezers so it would be more of an inconvenience for the majority to do it the way you want it to work. 

Time to stop trying to force something you want and work with what does happen. Otherwise you will be another 2 months down the line and will still have 7 drawers full of frozen food. 

user1977

OP, if it is taking you literally months to not make much of a dent on your stock of frozen food, have you considered that you might simply be storing too much for a one person household?

Aylesbury_Duck

user1977 said:

OP, if it is taking you literally months to not make much of a dent on your stock of frozen food, have you considered that you might simply be storing too much for a one person household?

That was my thought.  Aside from the consumer rights matter here, the freezer seems way too big for the circumstances.

Alderbank

user1977 said:

OP, if it is taking you literally months to not make much of a dent on your stock of frozen food, have you considered that you might simply be storing too much for a one person household?

Aylesbury_Duck said:
 That was my thought.  Aside from the consumer rights matter here, the freezer seems way too big for the circumstances.

Yorklad37 said:

Freezer is less than 1 yr old - has 3 yr gtee. If Id had it a while I would agree with you. I have a fridge freezer in my house which has lasted 20 yrs. 

You are a single person household with a fridge freezer plus that seven drawer monster now as well.

I agree that you have more freezer space than you need and more than you can really cope with

sheramber

There is a limit to how long you should food in a freezer.

Nobody needs to take all 7 drawers- one drawer to each person.

You should also have some space in your freezer in the house after two months of knowing you will have to replace your freezer..

born_again

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.

When our 2 day old freezer failed. Contacted Currys. Visit arranged to check. Guy said unrepairable. Wait a couple of days for his report to go to manufacture. Uplift code given. Contacted currys. Choose new freezer. Old one taken & new one delivered at same time. Took around 10 days in total.

@DanDare999 >Offer to pay for the extra day. <

They do not have spare freezer's sat around to lend to people.