Broken Appliance

Paige19

My Freezer de-frosested it'self and we have had the engineer to come out and the part wont be avalible for 4 months and they may or may not solve the issue. We had it installed in May 2023 and it broke in November 2024. 

What are my rights? Can I ask them to give me a new one? 

Alderbank

Paige19 said:

My Freezer de-frosested it'self and we have had the engineer to come out and the part wont be avalible for 4 months and they may or may not solve the issue. We had it installed in May 2023 and it broke in November 2024. 

What are my rights? Can I ask them to give me a new one? 

Welcome to the forum.

Assuming it was a consumer purchase (that is for your private domestic use, not for business use) you probably have 2 sets of rights, warranty rights and statutory consumer rights.

Your warranty rights are whatever it says in the warranty. So for example if you have a 2 year or 5 year warranty which promises to replace the freezer with a new one, you can ask for a new one according to the warranty terms.

Quite separately from any warranty you have consumer rights by virtue of the Consumer Rights Act 2015. After 18 months you can ask the seller for a repair or replacement, which you seem to have done. You could ask for a replacement but they do not have to agree to that.

If the repair does not solve the issue, you can ask the seller for a refund. You are not entitled to the price of a new one unfortunately. You are entitled to the price you paid less a deduction for the use you have had. In practice, a deduction of about 25% of the purchase price would be fair if the repair does not solve the issue.

The Act says that the time involved for the repair should be reasonable. Whether 4 months is reasonable in your particular circumstances can be difficult to decide.

What is the make and model of the freezer?
Do you know what the faulty part is?
Who did you buy the freezer from?

Paige19

It's a Zanussi ZYAE82FR, can't remeber the name of the part sorry but i think it was a generator. We bought the freezer from Wickes as part of a kitchen re-model

Ergates

Given a freezer is quite an important part of a kitchen, I think you'd have a good case to argue with Wickes that expecting you to wait 4 months for an *attempt* at a repair is not reasonable, and they should resolve the matter sooner.