WhirlpoolUK - no Customer Service

Tinak2017

I purchased a Hotpoint Fridge/freezer which failed 6 weeks later. An engineer confirmed it was a manufacturer fault and a replacement unit was delivered two days ago. The doors need to be put on the other way for my kitchen and I had already had this done for the failed one but they are saying that I will have to pay £70 to have it done to the replacement? I have also been told that their policy for dealing with complaints is internal only, so you can make a complaint but you will not get a reply. I raised a loss of food case 9 days ago - no response. Had to chase on Monday, still no response (now Wednesday). Is there anywhere I can go for constructive help with this please as they are disinterested to the level of bullying.

DullGreyGuy

Did you buy directly from Whirlpool or another retailer? Your statutory rights are with the shop nor the manufacturer/distributor

tightauldgit

As above, is this a warranty claim with the manufacturer or are you dealing with the retailer who sold it to you? 

I believe that if you claimed with the retailer and installation was part of the original contract then they would probably have to reinstall the replacement. On the other hand, changing the doors over on a fridge could be seen as a DIY job. I suspect a manufacturer's warranty wouldn't cover that. 

Consequential losses (ruined food) I'm less clear on. Again i would suspect manufacturer wouldn't cover it and it's not clear that your consumer rights cover it either. do you have home insurance that would pay out on it? 

Alderbank

they are saying that I will have to pay £70 to have it done...

No, you don't have to. In my view they are really saying that they would like you to pay them £70 for this 10 minute job.

If you are not handy with a screwdriver yourself would a couple of guys from your circle of friends and family do it for you? I've done it several times for friends and family. It is seen as a user diy thing like adjusting the levelling feet and the instructions are in the booklet which came with your new fridge. There is possibly a pack of parts there as well although in my experience most appliances don't need 'handed' parts.

Here is a 5 minute video from Hotpoint:
https://www.google.com/search?q=hotpoint+fridge+change+door+hinge&rlz=1C1VDKB_enGB1030GB1030&oq=hotpoint+fridge+change+door+hinge&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIHCAEQIRigATIKCAIQIRgWGB0YHtIBCTE5OTYyajBqNKgCALACAA&sourceid=chrome&ie=UTF-8#kpvalbx=_e0mlZM6hL5LFgQbrsqiAAQ_40

screech_78

Who did you actually buy it from? That’s going to be important to know your rights.

If it’s a warranty claim, your rights are limited to whatever the terms cover. 

The retailer I work with do door reversals, however they can’t be done in a customers home. We’ll only do it prior to the delivery.

Food loss is very rarely covered under any warranty. That’s something for your home insurance.