Rangemaster DxD 15 fridge/freezer

System

This discussion was created from comments split from: Refund for a service after paying (no refund policy).

Djs66

I have a problem with my 6 year old Rangemaster DxD 15 fridge/freezer.  It was failing to maintain it's temperature so I called Rangemaster who gave me the contact for their recommended engineers, Repairtech.  Engineer came out and diagnosed that we needed a new compressor at a cost of £494.40 (part has 3 month warranty) Have to pay for parts, labour etc. up front amounting to over £700.  Within a few weeks, the same fault developed, so called Repairtech to book revisit. This time the engineer said it appears it was not the compressor at fault, but a possible internal leak inside appliance which is not repairable. We have had to pay for an expensive part that was not required as a result of their engineers lazy misdiagnosis in the first place. I would expect a competent engineer to eliminate issues rather than expect consumer to pay for unnecessary parts. If we were advised that it was just guesswork regarding the diagnosis, we would have asked for further investigation to have been carried out. Poor service with appalling amateurish diagnostic skills by Repairtech so called engineer, along with sharp practice by Rangemaster recommended service company as Repairtech are not prepared to issue a refund for the unnecessary part that their incompetent employee reported was required.  So where do we stand on this, are we entitled to be refunded for the part which was not necessary?  If so, how do we go about getting the part refunded? 

sheramber

We have had the same situation  with car repairs. 

A fault  is diagnosed by  following a set schedule for repairing the most likely cause first.

tightauldgit

Djs66 said:

I have a problem with my 6 year old Rangemaster DxD 15 fridge/freezer.  It was failing to maintain it's temperature so I called Rangemaster who gave me the contact for their recommended engineers, Repairtech.  Engineer came out and diagnosed that we needed a new compressor at a cost of £494.40 (part has 3 month warranty) Have to pay for parts, labour etc. up front amounting to over £700.  Within a few weeks, the same fault developed, so called Repairtech to book revisit. This time the engineer said it appears it was not the compressor at fault, but a possible internal leak inside appliance which is not repairable. We have had to pay for an expensive part that was not required as a result of their engineers lazy misdiagnosis in the first place. I would expect a competent engineer to eliminate issues rather than expect consumer to pay for unnecessary parts. If we were advised that it was just guesswork regarding the diagnosis, we would have asked for further investigation to have been carried out. Poor service with appalling amateurish diagnostic skills by Repairtech so called engineer, along with sharp practice by Rangemaster recommended service company as Repairtech are not prepared to issue a refund for the unnecessary part that their incompetent employee reported was required.  So where do we stand on this, are we entitled to be refunded for the part which was not necessary?  If so, how do we go about getting the part refunded? 

You should look at the terms and conditions you agreed to at the time of ordering the repair to see what they entitle you to in the case that the repair is ineffective but if you want to go down a legal route then you'd have to be able to demonstrate that an engineer should have been expected to properly diagnose the machine the first time around I think. Sometimes it's not always the case that the first attempt is correct.

If you want Repairtech to come to the table and work with you on this then the attitude of calling them incompetent, lazy, etc I doubt will get you very far.