Product Expert?

darksky

We recently bought an expensive Fridge Freeze and after a relatively short period of time noticed the patterning on one of the shelves had disappeared in two areas. Both were circular in shape and one is a ring , exactly the same shape as a small unopened glass bottle containing a flavoured oil. I have raise this with the retailer who in turn has gone back to the manufacturer. Their response is is that its 'fair wear and tear'. I strongly dispute this point because the issue occurred within 3 months of us using the fridge albeit about 6 months from purchase. The retailer says that the manufacturer has had the advice of a product expert, but that is someone at the manufacturer looking at my photos. Surely this like them marking their own homework? The retailer says they will only do anything if I get a product expert to provide a counter view. This seems grossly unfair as they have resource on their side. Where can I access a product expert? are they right to claim its fair wear and tear after such a short period of time? Are their other avenues open to me?

Aylesbury_Duck

darksky said:

We recently bought an expensive Fridge Freeze and after a relatively short period of time noticed the patterning on one of the shelves had disappeared in two areas. Both were circular in shape and one is a ring , exactly the same shape as a small unopened glass bottle containing a flavoured oil. I have raise this with the retailer who in turn has gone back to the manufacturer. Their response is is that its 'fair wear and tear'. I strongly dispute this point because the issue occurred within 3 months of us using the fridge albeit about 6 months from purchase. The retailer says that the manufacturer has had the advice of a product expert, but that is someone at the manufacturer looking at my photos. Surely this like them marking their own homework? The retailer says they will only do anything if I get a product expert to provide a counter view. This seems grossly unfair as they have resource on their side. Where can I access a product expert? are they right to claim its fair wear and tear after such a short period of time? Are their other avenues open to me?

After six months from purchase, the onus is on you to prove the fault.  Are you beyond that six months, or just inside it?

Any white goods repair person will do.  If their verdict is that there's an inherent fault with the design/construction then the retailer will need to sort it out, which probably sounds like a replacement shelf.

Is it a glass-fronted fridge or something, where patterned shelves are an important part of the design?

Okell

darksky said:

We recently bought an expensive Fridge Freeze and after a relatively short period of time noticed the patterning on one of the shelves had disappeared in two areas. Both were circular in shape and one is a ring , exactly the same shape as a small unopened glass bottle containing a flavoured oil...

My immediate reaction on reading that is the marks have been caused by items you've put in the fridge.  The glass bottle of flavoured oil may have been unopend but he fact that the base of the glass matches one of the marks is a bit of a smoking gun.  Are you sure the base of the bottle was entirely clean and that there were no traces of oil or any other contaminant?

As per @Aylesbury_Duck you can get a written opinion from any white goods repairman, but they'll have to be able to say that in their view these "rings" were caused by some inherent or latent defect in the fridge that was present when you bought it.

Even if you do get such a report the retailer doesn't "need" to do anything if they don't accept it.  If they don't youd have to consider suing.   (Or a s75 claim or chargeback depending on how you paid)

flo22

I once left a new bottle of Cillit Bang on the worktop in my bathroom, 2 days later I picked it up and my worktop was marked.  The cillit bang literally burned a shape the size of the bottle in my worktop.  I understand that it was my fault because I put the bottle there, the worktop was not to blame.

The way I have read it is the same thing with the fridge.

DullGreyGuy

I'm curious to which brand the fridge is, looking at the brands that I'd call expensive (Miele, Subzero, Liebherr Monolith etc) none seem to have printed shelves. Not overly surprising to me as seems an obvious thing that won't last the test of time even if they are on the underside.  Does maybe beg the question on if the shelves are the right side up.

darksky

Thanks for the comments and help.

The brand is Samsung and the printing is only on one of the shelves, the bottom fridge one above the salad compartment. The shelf is definitely the correct side up. In response to other comments, it is just outside the 6 months my bad as it occurred within 6 months but delayed in reporting it. I appreciate that is fully down to something that has been in the fridge and then seems to have reacted with both the very small bottle 2.5cm diameter and possibly a tin can. The issue for me is that nothing that has been put in the fridge is other than you would expect to use in a fridge. Whilst I understand the onus is on me to show it is not fair wear and tear it is a little harsh in that you would expect this patterning to be resilient. Shouldn't such shelving come with a 'health warning' advising you not to place certain items on it?

DullGreyGuy

With all the problems we had with the freezer part of our fridge & freezer from Samsung (3 written off in 2 years) then hopefully print coming off is the worst problem you have with it! Was surprised when shopping around that they had so much capacity -v- everyone else below SubZero & co that I was worried how they were achieving it for the price they were charging (other brands with similar were 8x the price)... by cutting corners I think is the answer. 

As you reported the defect after 6 months it's up to you to prove the issue rather than a retailer to prove you caused the problem. To be honest, unless you really love the print design I may be more tempted to see if putting oil on it doesn't remove the rest of the paternation leaving you with clear glass (which is what our Samsung fridge has above the salad draw)

darksky

Good news, I had another push with the supplier and they agreed a goodwill payment of the cost of the replacement shelf

HillStreetBlues

darksky said:

Good news, I had another push with the supplier and they agreed a goodwill payment of the cost of the replacement shelf

Out of interest, will you use the payment to buy another shelf?