AO Faulty Fridge Freezer

Steve_Mac

Hello MSEers,

In May last year I bought an American style Fridge Freezer from AO. We wanted one with an ice dispenser, and found one made by Haier that fitted the bill.

In November part of the ice making mechanism broke, which deposited small bits of plastic into the container that holds the ice before it is dispensed. I looked on the AO website, which directed me to the manufacturer. I contacted Haier, and they sent a service engineer out. He diagnosed a faulty ice dispenser (a part had become brittle and snapped when freshly made ice was dispensed into the ice container).

He ordered a whole new ice making mechanism, and returned in early December to fit it.

Fast forward to today, and the same part in the replacement mechanism has broken again. This time the small piece of plastic managed to find its way down to the bottom of the ice container, and into my son’s drink when he filled his glass with ice. Luckily he saw it before he took a sip. The part is small (approx 3mm x 3mm) and would be easily swallowed.

In light of the above, I have no confidence in the appliance and would like to reject it under the Consumer Rights Act. The original fault occurred less than six months after purchase, and the same fault on the replacement part has occurred only three months since it was fitted. In my view the fridge freezer is not fit for purpose and not of satisfactory quality.

Do you agree that I have a right to reject the fridge freezer and insist on a full refund? Looking on the AO website, it seems that all they want to do is direct you to the manufacturer. Is there an actual customer service email that I can write to? I would prefer not to speak on the phone, as I have photographs of the broken pieces that I would like to include in my rejection.

Any help or advice would be much appreciated. Thank you.

Edited to add the appliance was bought on a credit card.

Alderbank

'Do you agree that I have a right to reject the fridge freezer and insist on a full refund?'

I agree that you have a right to reject the fridge freezer. The Consumer Rights Act says that when it first broke down you were entitled to a repair but now that it has broken down again you are entitled to reject it, you don't have to put up with any further attempts to fix it.

However you have have had use of it for the thick end of a year. AO are allowed to reduce your refund for the amount of use you have had. The amount is not specified, it is a matter of negotiation. They might make an opening offer of a deduction of about 15% of what you paid. They might offer a little more against buying a new appliance from them instead of cash.

AO say that instead of speaking to their call centre you can communicate in writing using 'My account' here:

https://auth.ao.com/?src_interaction=cMK4my6LL5WedZyvMZ5OV