Useless guarantee

Muckymike

We have a Hotpoint freezer chosen above others of similar spec and cost as it had a big orange sticker claiming “10 years parts guarantee”. 

4 years in it has a faulty thermostat that Hotpoint’s own engineers say is not possible to replace due to being imbedded into the insulation! 

I’m now stuck with both Hotpoint and the supplier, Hughes electrical, refusing responsibility. 

How do I get one of them to help me? 

user1977

Presumably the guarantee had more terms than just a big orange sticker - what do they say?

DullGreyGuy

You need to read the terms and conditions of the warranty. They almost certainly will say it excludes labour in fitting the part and where the device is beyond economical repair. There are probably other terms about parts no longer being available which is another common complaint. 

As its 4 years old you still would have a claim under your statutory rights with the Retailer however note that after the item is 6 months old they are entitled to reduce the refund to represent the use you had before it broke. The law doesn't say how this is to be calculated (as helpfully as ever) but for example with JL's methodology the refund would be approximately a third of the original purchase price depending on exactly how old it is. 

the_lunatic_is_in_my_head

Hello OP

Did the Hotpoint engineer tell you it was the thermostat? Did they give anything in writing?

I'm not an expert on fridges but I would assume it's difficult for the user to damage the thermostat if it's imbedded in the insulation?

As above the warranty is governed by whatever terms it has but under consumer rights Hughes should repair or replace or if they refuse then refund with a deduction for use, although I'd say a fridge should last 10 years, longer if it's an expensive model. 

tightauldgit

If it's only a parts guarantee then doesn't that mean you'd have to pay for the work to be done? So Hotpoint charge you £500 for a days time of one of their guys to dig the thermostat out and fit a new one? Is that what you want to happen?

As others have mentioned I'd think your best bet would be with Hughes and a claim under the CRA - then haggling over what the expected lifespan of a fridge freezer is.