AO

iHateAO

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DullGreyGuy

iHateAO said:
I've spoken to American Express and they've said I can try a claim via their purchase protection insurance. Would you try this route, or do you think it's premature? Do I need to give AO unlimited attempts to collect? I'm dreading the further damage they're going to do to my house.

Do you have Home Insurance? If so then the AmEx insurance will only consider something that the Home Insurance wouldnt cover

Delivery crew issues are not unique to AO, having an upside down property (kitchen upper floor) have had various discussions and whilst the sales guys are always confident it can be done the guys that attend are highly variable in both competence and attitude. 

eskbanker

iHateAO said:

AO damaged a fridge they were trying to deliver, and in the process of trying to replace it, they caused damage to my house (doorframe knocked loose, dents and chips in the bannister, etc) and they finally gave up trying to get the old fridge down because they said it won't fit. I didn't get the replacement fridge, because they need the old one back first. Fair enough, but they can't get it down.

Surely what goes up must come down, or is there a valid reason why the fridge could be delivered but not removed?

Aylesbury_Duck

eskbanker said:

iHateAO said:

AO damaged a fridge they were trying to deliver, and in the process of trying to replace it, they caused damage to my house (doorframe knocked loose, dents and chips in the bannister, etc) and they finally gave up trying to get the old fridge down because they said it won't fit. I didn't get the replacement fridge, because they need the old one back first. Fair enough, but they can't get it down.

Surely what goes up must come down, or is there a valid reason why the fridge could be delivered but not removed?

Is there a slim chance that built-in appliances were all delivered to the kitchen before things like door frames and bannisters were finished?

It does sound odd, especially when it was probably delivered in packaging for transit and now can be removed “naked”.

sheramber

Is what you call ‘the old fridge’ the first on AO delivered?

the_lunatic_is_in_my_head

If you are rejecting they must refund:

https://www.legislation.gov.uk/ukpga/2015/15/section/20

(15)A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

They acknowledge the first fridge was damaged and they now aren't replacing so by default they agree.

Your duty is simply

(7)From the time when the right is exercised—

(a)the trader has a duty to give the consumer a refund, subject to subsection (18), and

(b)the consumer has a duty to make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed.

Your right to a refund isn't connected to them collecting the goods (so long as you make them available which presumably you are glad to do ) 

Remind them of this via the email address for AO on the CEO email website.

DullGreyGuy

Aylesbury_Duck said:

eskbanker said:

iHateAO said:

AO damaged a fridge they were trying to deliver, and in the process of trying to replace it, they caused damage to my house (doorframe knocked loose, dents and chips in the bannister, etc) and they finally gave up trying to get the old fridge down because they said it won't fit. I didn't get the replacement fridge, because they need the old one back first. Fair enough, but they can't get it down.

Surely what goes up must come down, or is there a valid reason why the fridge could be delivered but not removed?

Is there a slim chance that built-in appliances were all delivered to the kitchen before things like door frames and bannisters were finished?

It does sound odd, especially when it was probably delivered in packaging for transit and now can be removed “naked”.

But the OP isnt replacing like for like and they damaged the item when getting it up in the first place. I can sympathise that the recovery crew dont want to do more damage trying to get it back out. 

Even if it's roughly the same size mms can matter and as can weight. Our latest appliance replacement was a "standard size" but actually circa 20mm deeper which didnt create too much problems but the new one is virtually 100kg and the old a little over 70kg, the extra 25kg did make a difference when trying to get it up the stairs

the_lunatic_is_in_my_head

iHateAO said:They keep telling me that they can't refund until the fridge has been scanned upon return.

This is the prat they are mistaken on but CS will stick to the script which is why you should push it higher Once you've had your refund they'll make much more of an effort to get the appliance! 

iHateAO said:

When it comes to this part, would you say once is enough? Or do I have to keep making myself available? 

Depending upon circumstances, maybe twice is reasonable and after that I'd push them to work to your schedule rather than theirs. 

GDB2222

iHateAO said:

the_lunatic_is_in_my_head said:

(b)the consumer has a duty to make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed.

When it comes to this part, would you say once is enough? Or do I have to keep making myself available? That's where the grey area is and why it's been dragging on for so long. They keep telling me that they can't refund until the fridge has been scanned upon return.

I don’t think once is enough, but I don’t think you need to let them have more than 3 goes, say. A more experienced team may take the doors off the fridge, for example, and then find it’s an easy job. It seems that you want shot of the damaged fridge, rather than keeping it with a suitable price adjustment. So, someone is going to have to remove it, somehow or other! 

saajan_12

iHateAO said:

the_lunatic_is_in_my_head said:

(b)the consumer has a duty to make the goods available for collection by the trader or (if there is an agreement for the consumer to return rejected goods) to return them as agreed.

When it comes to this part, would you say once is enough? Or do I have to keep making myself available? That's where the grey area is and why it's been dragging on for so long. They keep telling me that they can't refund until the fridge has been scanned upon return.

But its two separate issues which they are trying to link.
(1) Refund of the cost of the fridge
(2) Return of the damaged fridge 

Even without any certainty on the number of attempts allowed for (2 - Return), you are still entitled to (1 - Refund) within 14 days regardless of the status of (2 - Return). 

Now I'm sure you don't want 2 fridges in the house blocking space, but it would solve part of your problem and light a fire under them. 

born_again

iHateAO said:

I want the fridge gone, so I'm happy to give them another crack at it. I just want some guarantees, but they're adamant that they can't promise anything, not even a refund. Not have they discussed compensation with me. They say "don't worry about it, we'll get it sorted" and then I end up with doorframes knocked loose and a banged up fridge that still won't budge

How bad is the damage?
Is it something you could live with if they gave you a discount off the price. Could be another way of sorting the issue.