Faulty fridge under warranty but been given the run around

terributtons

Please help,  I desperately need some advise for an item that is under warranty and the company is refusing to repair, replace or refund. The item is a larder fridge that has a water collection tank at the back that overflows and soaks my kitchen floor. This is not a drip tray but holds around 1 litres of water, which I assume should normally be evaporated or reused to keep the fridge cool, but not being a fridge expert I do not know. It has also developed a sqweeky door (yes, really).

First they were going to send an engineer, but no engineer covers my area so then they were going to replace. When I asked about the collection of the faulty one I was told that it was something that I would have to sort out with the delivery company. I told them that it wasn't. They then came back to me to say that they had now found an engineer and gave me a date which unfortunately was not convenient, which I told them. The engineer came anyway which I knew by being woken by the phone at 7.50am (after getting to bed at 5am). The engineer left me a message to say that he would be to mine at 9am. I waited in until 10.30am and then had to go out. The engineer came at 11am. 

I have most of this in writing (emails) as I prefer not to make phone calls as I suffer from severe stress and depression, sleep unusual hours and like a written record of everything. However, getting nowhere I did have to ring up and the guy I spoke to went off to talk to the manager who came back and gave me his manager's email address (who also deals with complaints). I immediately forwarded the email thread to him but heard nothing for 10 days and so I emailed him again. He has now come back to me saying that they do not normally send engineers for this type of issue ad a replacement should never have been offered. Furthermore, as I agreed to the date given by the engineer (I didn't) he reminded me of an £84 fee that is charged for a failed engineer visit. 

I know that I am within my legal rights under the Consumer Goods Act 2015 and MSE's SADFART  rules but have no idea where to go from here. I assumed it would be an ombudsman but which one? Anyone that can help point me in the right direction please I would be eternally grateful. Thank you in advance. 

Alderbank

terributtons said:

Please help,  I desperately need some advise for an item that is under warranty...

I know that I am within my legal rights under the Consumer Goods Act 2015 and MSE's SADFART  rules but have no idea where to go from here. I assumed it would be an ombudsman but which one? Anyone that can help point me in the right direction please I would be eternally grateful. Thank you in advance. 

You have no legal rights under the Consumer Rights Act 2015 to enforce a warranty. Warranties are quite separate from your statutory consumer rights.

Warranty rights are usually from a manufacturer but can also be from a retailer. They are all different, only you know what your particular warranty promises you.

It's easier for us to advise about your consumer rights. Consumer rights are against the retailer you bought the fridge from. Your exact rights depend on a number of factors.

1. What is the make and model of the fridge?
2. Who is the retailer you bought it from?
3. What date did you buy it?
4. How did you pay for it (debit card, credit card, finance, Klarna-type payments, etc)?
5. You say 'First they were going to send an engineer...' Who are 'they'?

Valli

Can I suggest you read the instruction manual, with particular reference to the water tank? 1l of water would not easily evaporate.  Or tell us the make and model, please

terributtons

Thank you for your help so far. It is an Iceking larder fridge. The company that I brought it from is Harry Garlick aka Electrical Discount UK. I brought it on 24/08/23, it has a 2 year warranty  I paid by credit card. They that I refer to are Repairtech who the warranty is with. There is nothing in the manual regarding the warranty only who to phone when there is an issue. Nor is there anything in the manual about the water tank.   

terributtons

It is an Iceking RL340W.E/S.E There is nothing in the manual about the eater tank. 

terributtons

Nothing is the manual about the WATER tank.

terributtons

Any further advice please? I have answered all of the questions.

born_again

Have you rung co that is proving warranty direct or even the manufacture.
That would be the quickest way for now.

Other than that you are looking at.

Get a independent report on the issue. Might be a cheap fix.
If not & as they are not helping that you are looking at letter before action & taking them to court.