Plastic trim split on three months Hicense fridge/freezer

cherry76

Bought an Hicense fridge/freezer and the black plastic trim has split. Only three months old Hicense response is it is not covered it is accidental damage. How could it be, the material must be of poor quality? I have had the seals split before but after many years of use. Is there anything else I could do. Thanks

the_lunatic_is_in_my_head

Hello OP

Did you buy direct from Hicense or via a retailer? 

cherry76

Via a retailer AO.Got response from Hicense customer service. It looks I need to pay for replacement.

We appreciate the pictures. Please be advised that after carefully reviewing the photos we unfortunately have to confirm that an issue like this is not covered under the warranty as it's classed as accidental damage.

We realize the above response may not have been the ideal response you were hoping for, but unfortunately, we must follow our company policies and ensure these are applied fairly to all our customers. 

 For further assistance, please contact our chargeable repairs team by calling: 03301756701

the_lunatic_is_in_my_head

Thanks OP

Did you pay with AO credit or on a credit card? 

Hicense will have a warranty, which they must stand by, but consumer rights will be with AO, they are a company that like to direct you to manufacturer but if you push back with AO you need to state the goods do not conform to the contract in terms of satisfactory quality, specifically durability, and as it is less than 6 months since delivery it is taken as such unless demonstrated otherwise. 

I'm assuming it cost over £100 so if you paid via AO finance you can email regulatedcomplaintsadmin@ao.com as per:

https://ao.com/help-and-advice/my-ao/contact-us

(after my delivery > How to make a complaint)

If you paid via credit card you can talk to your bank about a Section 75 claim 

If you didn't pay on credit there is a is a CEO contact on the CEO email website (search for AO World Plc) which if monitored should get a better response than general customer services. 

If you don't have any joy with any of those avenues pop back to let us know what was said and hopefully for more advice  

bargainhunter1382

We got a washer dryer from hisense and the plastic lugs that hold the door on have broken causing the door to come off. We were told it was accidental damage. Still in dispute with them now and struggling to find a replacement door.