Urgent help needed broken fridge freezer

Notsojolly

Hi
I brought a hisense fridge freezer from curry's on the 24th November 2024
On Sunday the 9th it stopped working 
I contacted hisense via the app like it tells you to but  by Wednesday the 12th i still hadn't heard anything so I rang them,they told me they had no record of my issue so I gave them the reference number I received on a email after I filled out the form they then found my issue ticket & told me they would have to past it on to a local repair company.
That company then phoned me on Friday The 14th and told me someone would come out on Monday 17th.
The man came on Monday & said he's not sure what's wrong so would order 3 different parts to replace & see if that works.
Ive had a message this morning saying the parts are out of stock & they dont know when they will be available.
I did originally contact curry's who said I need a reference number from hisense so should I go back to curry's?
This fridge freezer is not even a year old 
My husband has medication that has to be kept in the fridge (currently at a neighbours house)
We are a family of 4 and I can't keep using just a cool box for a however long 
I must be able to do something 

visidigi

Ask HiSense to provide reference number if they have no idea when the repair will occur.

That will trigger currys to enable you to obtain a replacement.

timbotambo

I had a similar issue with AO and it was a nightmare to resolved, being passed around. Albeit my fridge was 3yrs old. Your liability rests with the retailor and they have to repair or replace as yours is less than 12m old. After six months (up to 6yrs) the burden of proof shifts to you to prove the fault was present when you took ownership of the appliance. However, for a major appliance like a fridge freezer, it is generally considered reasonable to expect it to last longer than 12 months without a significant fault so hopefully you won't have any push back. 

Consumer Rights Act applies so I would go back to Currys and explain the problem to see what they suggest given a repair is not currently possible. Don't be fobbed off. 
 
My advice would be to obtain a spare fridge cheap for now (Facebook marketplace, ebay etc), you may be in for a long and frustrating wait. Document every event, every date, call, time, topic, and who you spoke to etc. Be calm, polite and clear about what you want in accordance with your consumer rights.

Your consumer rights exist alongside any manufacturer's warranty, which might be another route to try if the above fails. 

DeathByFluffy

Speak to HiSense, get an 'uplift code' and pass that to Currys - this will allow them to repair or replace for you. 
I echo the advice about getting a cheap 2nd hand unit to keep you going for now; sometimes the process is quite slow. 

Notsojolly

timbotambo said:

I had a similar issue with AO and it was a nightmare to resolved, being passed around. Albeit my fridge was 3yrs old. Your liability rests with the retailor and they have to repair or replace as yours is less than 12m old. After six months (up to 6yrs) the burden of proof shifts to you to prove the fault was present when you took ownership of the appliance. However, for a major appliance like a fridge freezer, it is generally considered reasonable to expect it to last longer than 12 months without a significant fault so hopefully you won't have any push back. 

Consumer Rights Act applies so I would go back to Currys and explain the problem to see what they suggest given a repair is not currently possible. Don't be fobbed off. 
 
My advice would be to obtain a spare fridge cheap for now (Facebook marketplace, ebay etc), you may be in for a long and frustrating wait. Document every event, every date, call, time, topic, and who you spoke to etc. Be calm, polite and clear about what you want in accordance with your consumer rights.

Your consumer rights exist alongside any manufacturer's warranty, which might be another route to try if the above fails. 

Hi me again 
I'm still getting no where with this issue 
I asked hisense for a uplift code a week ago got told it had to go to there back office then they would get back to me.
Still nothing from them so i spoke to curry's who phoned hisense,they told curry's that they are only willing to fix the fridge freezer and an engineer was going to phone me in 24 hours,so 36 hours later I went back to curry's who phoned them again and this time they said the engineer was going to phone me within a hour that was yesterday and still nothing.
Hisense have also said they have 28 days from when the engineer first came out to look at it to fix it is this right?
I'm at a loss to what I can do with just being passed around 
Thanks 

Notsojolly

DeathByFluffy said:

Speak to HiSense, get an 'uplift code' and pass that to Currys - this will allow them to repair or replace for you. 
I echo the advice about getting a cheap 2nd hand unit to keep you going for now; sometimes the process is quite slow. 

Hi me again 
I'm still getting no where with this issue 
I asked hisense for a uplift code a week ago got told it had to go to there back office then they would get back to me.
Still nothing from them so i spoke to curry's who phoned hisense,they told curry's that they are only willing to fix the fridge freezer and an engineer was going to phone me in 24 hours,so 36 hours later I went back to curry's who phoned them again and this time they said the engineer was going to phone me within a hour that was yesterday and still nothing.
Hisense have also said they have 28 days from when the engineer first came out to look at it to fix it is this right?
I'm at a loss to what I can do with just being passed around 
Thanks

Notsojolly

DeathByFluffy said:

Speak to HiSense, get an 'uplift code' and pass that to Currys - this will allow them to repair or replace for you. 
I echo the advice about getting a cheap 2nd hand unit to keep you going for now; sometimes the process is quite slow. 

Hi me again 
I'm still getting no where with this issue 
I asked hisense for a uplift code a week ago got told it had to go to there back office then they would get back to me.
Still nothing from them so i spoke to curry's who phoned hisense,they told curry's that they are only willing to fix the fridge freezer and an engineer was going to phone me in 24 hours,so 36 hours later I went back to curry's who phoned them again and this time they said the engineer was going to phone me within a hour that was yesterday and still nothing.
Hisense have also said they have 28 days from when the engineer first came out to look at it to fix it is this right?
I'm at a loss to what I can do with just being passed around 
Thanks 

photome

Can’t help you to get curry’s and Hisense to hurry up but in the meantime can you buy a cheap fridge from marketplace local to me if you need one for medication there are some from £20. 

Notsojolly

photome said:

Can’t help you to get curry’s and Hisense to hurry up but in the meantime can you buy a cheap fridge from marketplace local to me if you need one for medication there are some from £20. 

Thays what ive had to do its out in my garage as i can't fit it in the house,thanks for replying