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  • FIRST POST
    • peters777
    • By peters777 15th May 18, 4:54 PM
    • 3Posts
    • 2Thanks
    peters777
    Faulty fridge freezer only 4 months old
    • #1
    • 15th May 18, 4:54 PM
    Faulty fridge freezer only 4 months old 15th May 18 at 4:54 PM
    Hi
    Im after some advice please. I will try and keep it short and to the point.
    I purchased a Kenwood american fridge freezer from Currys on the 27.12.2017.
    On the 30.04.2018 it broke. We rang Currys helpline on Monday as the offices were shut over the weekend.
    They sent a repair man on the 2nd of May, he said it was the fan and that he coulld probably fix it that Friday.
    Basically we then received a phone call saying that he didn't know when the part was arriving. Following us chasing this up we were told that the part would arrive on the 18th of May.
    We left it a couple of days and then realised that it was going to be extremely difficult to cope without a fridge freezer for 2 weeks or more, I have 3 children and the temperatures were very warm, so we got onto Currys.
    We asked if they could give us a replacement as after looking into it as the product is under 6 months old we were entitled to more rights.
    They didn't even offer us a replacement they just told us it was going be repaired and they had 28 days to do it in.
    I haven't been told when the repair is going to take place just that the part should be available on the 18th May.
    After a few frustrating phone calls to Currys have got no where, we are basically just being left to cope without a fridge freezer until they sort it out.
    Other phone calls to CAB have prompted my husband and I to look into taking it further.
    I believe they have sold us faulty goods as there is no way a fridge freezer should pack up after 4 months.
    We would be happy with a replacement at the moment as we literally have no way of storing anything, we are throwing food away left right and centre but Currys just don't care.
    They have said that if we have it repaired then they will give us compensation, but the last thing I want is vouchers to spend at Currys (if that's what they offer) as I am NEVER shopping there again after this fiasco.
    We have also opened a dispute with the credit card company to see what they can do.
    We are seriously getting desperate I didn't think coping without a fridge freezer would be so difficult, I have to shop daily so my children can have fresh food.
    I just like a bit of advice as to if I refuse a repair would I be wasting my time in taking them to a small claims court.
    I have read on the consumer rights website that the freezer should be fixed in a reasonable amount of time without causing a major inconvenience. Well I don't think over 2 weeks is a reasonable amount of time and I personally think they are causing me major inconvenience, but Currys have just said they have 28 days and one attempt to fix it.
    Sorry, it ended up a bit long winded but I am desperate for help. Many Thanks.
Page 1
    • bris
    • By bris 15th May 18, 6:10 PM
    • 7,897 Posts
    • 6,865 Thanks
    bris
    • #2
    • 15th May 18, 6:10 PM
    • #2
    • 15th May 18, 6:10 PM
    They are right and are entitled to fix it, it's not a major inconvenience and so won't be classed as such.


    Yes it's a problem, but 28 days will be seen as reasonable whether we agree or not.
    • McKneff
    • By McKneff 15th May 18, 6:19 PM
    • 36,136 Posts
    • 46,587 Thanks
    McKneff
    • #3
    • 15th May 18, 6:19 PM
    • #3
    • 15th May 18, 6:19 PM
    Eat everything in the freezer,. Buy a 2nd hand cheapie fridge off a local selling fb site and keep milk in it. Just shop each day for fresh meat etc. A nuisance i know but ..

    Have you spoken to the manufacturer
    make the most of it, we are only here for the weekend.
    and we will never, ever return.
    • peters777
    • By peters777 15th May 18, 6:32 PM
    • 3 Posts
    • 2 Thanks
    peters777
    • #4
    • 15th May 18, 6:32 PM
    • #4
    • 15th May 18, 6:32 PM
    Thanks for the replies. I am finding it a major inconvenience to be honest, its really hard as everything is just being wasted. It wouldn't be too bad if it was winter as its colder but as its warm its impossible to keep things fresh. Easier said than done.

    I won't be buying another fridge as that's going to cost me more. I have been daily shopping but as I can only place the items in a dark place you would be surprised how quick things spoil, especially if I have no choice but to shop on the morning and then I have to store it through the day.

    I just wanted to know my legal rights really, whether it was worth taking them to a small claims court.
    I have emailed Kenwood but Currys and Kenwood are apparantley the same company and in a recent email Currys told me that Kenwood would aim to fix it within 28 days also.

    I don't think 28 days is reasonable when i have small children to feed, I think its outrageous, especially when they could just replace it, not as if they are a small company !
    • peters777
    • By peters777 15th May 18, 6:37 PM
    • 3 Posts
    • 2 Thanks
    peters777
    • #5
    • 15th May 18, 6:37 PM
    • #5
    • 15th May 18, 6:37 PM
    Its actually says significant convenience not major (although I am feeling its major for me!) I found this on the white goods help page:

    You should also be entitled to a refund or partial refund if a repair or replacement would cause you significant inconvenience, or if a repair would take an unreasonably long amount of time. This may well be applicable if a repairman looks at the appliance and says he needs to order parts that might take weeks to arrive and be fitted. I would especially argue the significant inconvenience issue if you had a fridge or freezer break down within 6 months and they can not repair it for weeks. Any reasonable person is likely to argue that being without one of these vital appliances for more than a few days is very inconvenient.
    Last edited by peters777; 15-05-2018 at 6:43 PM.
    • Fosterdog
    • By Fosterdog 15th May 18, 7:27 PM
    • 3,991 Posts
    • 6,863 Thanks
    Fosterdog
    • #6
    • 15th May 18, 7:27 PM
    • #6
    • 15th May 18, 7:27 PM
    I agree that 28 days is a long time to be without a fridge or freezer in this heat however there are some things you can do to make it easier.

    You say you are throwing food out left, right, and centre, but that just means you are buying too much at a time, if you shop once a day and only get enough for the day then food will stay fresh.

    Ask your neighbours nicely if they could maybe store a bottle of milk, a pack of ham and some cheese in their fridge, pretty much anything else (excluding raw meat/fish) will keep fine out of the fridge for a few days.

    Buy a bag of ice, or ice packs put it in a tub in the fridge, it will cool the whole fridge for the day as long as you keep the door closed as much as possible and only open it when needed.

    Get a cooler box and some extra ice packs and ask neighbours if you can freeze the ice packs in their freezer once a day, each day swap them for frozen ones and they will keep things cool for ages, people manage to take fresh food camping for a whole weekend with just a cool box and a couple of ice packs.

    While it is inconvenient it isn't quite as bad as you are implying and they are just a few ways of making it manageable, you've waited this long and if they are due the part in three days they will hopefully get it fixed by the end of the week.

    They only get one repair attempt so if that fails you can reject the FF and get a refund.
    • KeithP
    • By KeithP 15th May 18, 7:27 PM
    • 9,237 Posts
    • 9,448 Thanks
    KeithP
    • #7
    • 15th May 18, 7:27 PM
    • #7
    • 15th May 18, 7:27 PM
    You are right - the legislation says that they must provide a remedy without causing significant inconvenience.

    As a repair is causing a significant inconvenience, suggest to Currys in robust terms that an alternative remedy of either a replacement or a refund need to be provided.

    Unfortunately, it is likely that your f/f will be repaired before you and Currys can agree the way forward.
    .
    • McKneff
    • By McKneff 17th May 18, 12:33 PM
    • 36,136 Posts
    • 46,587 Thanks
    McKneff
    • #8
    • 17th May 18, 12:33 PM
    • #8
    • 17th May 18, 12:33 PM
    I just meant a cheapie 2nd hand fridge for 20 or so or have a look on the free sites.
    Just shop on a daily basis for only what you need for that day and stand your milk in cold water
    make the most of it, we are only here for the weekend.
    and we will never, ever return.
    • TonyMMM
    • By TonyMMM 17th May 18, 1:04 PM
    • 2,730 Posts
    • 3,041 Thanks
    TonyMMM
    • #9
    • 17th May 18, 1:04 PM
    • #9
    • 17th May 18, 1:04 PM
    In reality, taking small claims action will take a lot longer than the 28 days, so isn't going to resolve your problem.
    • ablecloth
    • By ablecloth 22nd Jul 18, 1:19 PM
    • 3 Posts
    • 0 Thanks
    ablecloth
    Just started to google this forum to see what we can do about our faulty Kenwood from Currys, and Peter 777 your experience is almost identical to ours: American style Kenwood fridge freezer, 4 months old, it's the fan motor (having seen it I can see why: it's exceptionally flimsy), and the part is out of stock.

    They say it 'may' arrive next Friday, so it would be fitted some time the following week. The fridge was delivered 28/2/2018, developed the fault 14th July, reported Monday 16th, engineer out on Wed 18th...so far so good...but the part is not in stock. Temperatures are set for 30C, and we live 3 miles from our nearest corner shop, 7 miles from the nearest supermarket. Is it acceptable to have to be without a fridge/freezer for so long in this heat?


    If you see this can you tell me what happened in the end with yours? Many thanks - if anyone else can offer any help, that would be great. The engineer tells me he is called out time after time as Kenwood parts are such bad quality they keep breaking.
    • JJ Egan
    • By JJ Egan 22nd Jul 18, 1:56 PM
    • 10,957 Posts
    • 4,700 Thanks
    JJ Egan
    Never seen any laws that say we must have a freezer if the heat is xx .


    No part in stock is the problem .
    What are you expecting the vendor to do and have you asked them .
    • Aylesbury Duck
    • By Aylesbury Duck 22nd Jul 18, 4:47 PM
    • 2,315 Posts
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    Aylesbury Duck
    I hope you manage to get it all sorted out, but the temperature and where you choose to live are not the retailers problems.

    I live in a rural area and its full of people who have moved here because they like the quiet, rural lifestyle but who also complain incessantly about the lack of mains gas, the lack of high speed broadband, the cost of petrol, the lanes being narrow and often closed in bad weather, expensive school transport and so on...they seem to want all the benefits of rural living with all the conveniences urban living provides.
    Please forgive the deliberate omission of apostrophes on some posts whilst I await MSE to do something about the daft codes that appear in their place when typing on certain devices.
    • JJ Egan
    • By JJ Egan 23rd Jul 18, 8:47 AM
    • 10,957 Posts
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    JJ Egan
    Bet they complain about ducks quacking as well .
    • DCFC79
    • By DCFC79 23rd Jul 18, 9:05 AM
    • 32,555 Posts
    • 20,486 Thanks
    DCFC79

    I live in a rural area and its full of people who have moved here because they like the quiet, rural lifestyle but who also complain incessantly about the lack of mains gas, the lack of high speed broadband, the cost of petrol, the lanes being narrow and often closed in bad weather, expensive school transport and so on...they seem to want all the benefits of rural living with all the conveniences urban living provides.
    Originally posted by Aylesbury Duck

    Sounds like some residents didn't do enough research into all of that.
    • Aylesbury Duck
    • By Aylesbury Duck 23rd Jul 18, 9:41 AM
    • 2,315 Posts
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    Aylesbury Duck
    Sounds like some residents didn't do enough research into all of that.
    Originally posted by DCFC79
    They get seduced by the idea of country living then realise what it really entails. Neighbours of ours love to tell us all about how wonderful it is not to be living in a town anymore, how they value the freedom, etc. What they've belatedly realised is that each of them spends about 10 hours a week in a car more than they used to, doing their commute, the school runs, the shopping, going to their gym, etc etc. Suddenly that doesn't sound very liberating.
    Please forgive the deliberate omission of apostrophes on some posts whilst I await MSE to do something about the daft codes that appear in their place when typing on certain devices.
    • macman
    • By macman 23rd Jul 18, 1:38 PM
    • 42,677 Posts
    • 17,952 Thanks
    macman
    If you look on Gumtree, you will find dozens of fridges and fridge freezers on sale, starting from about 20. Much cheaper than throwing food away...
    No free lunch, and no free laptop
    • ablecloth
    • By ablecloth 23rd Jul 18, 4:24 PM
    • 3 Posts
    • 0 Thanks
    ablecloth
    Well, aren't you all a lovely lot. I'd like to see how happy you would be, *wherever* you live, if your expensive new fridge-freezer packed up after 4 months, right in the middle of a heatwave, and you were expected to sit and wait without one for 3 weeks minimum. At the moment nothing keeps for longer than a day.

    The retailer says they have a policy that they won't send a replacement unless they can't repair within 28 days, so even though the part is out of stock they will sit and wait to see if it arrives.

    Their advice indeed includes 'lots of small shops' and even 'dig a hole in the garden to keep things cool in' (that's if you have a garden of course). Yes I do think access to transport and shops is relevant. All those cheap freezers and fridges on ebay etc also rely on someone being fit and healthy and strong and having a car.

    Part of the reason we are extra annoyed is that it is clear the fridge/freezer is expensive but of very poor quality and likely to break down again, and again. If they send a replacement that, too, will be of the same poor quality.

    I posted because I wanted to hear what happened next with the original poster, whether they had any tips, and also to warn people NOT to buy Kenwood or use Curry's.

    Those who have replied with their little rants about people complaining about ducks quacking...err how did you get to th!t?...anyway, you clearly are Curry's ideal potential customer
    • macman
    • By macman 24th Jul 18, 6:41 PM
    • 42,677 Posts
    • 17,952 Thanks
    macman
    OP, most regulars on here will already know about DSG's lamentable customer service-there's usually a couple of white goods tales of woe each week.
    Just because you didn't get the answers you wanted, don't shoot the messengers.
    No free lunch, and no free laptop
    • Aylesbury Duck
    • By Aylesbury Duck 24th Jul 18, 7:01 PM
    • 2,315 Posts
    • 3,137 Thanks
    Aylesbury Duck
    Well, aren't you all a lovely lot. I'd like to see how happy you would be, *wherever* you live, if your expensive new fridge-freezer packed up after 4 months, right in the middle of a heatwave, and you were expected to sit and wait without one for 3 weeks minimum. At the moment nothing keeps for longer than a day.

    The retailer says they have a policy that they won't send a replacement unless they can't repair within 28 days, so even though the part is out of stock they will sit and wait to see if it arrives.

    Their advice indeed includes 'lots of small shops' and even 'dig a hole in the garden to keep things cool in' (that's if you have a garden of course). Yes I do think access to transport and shops is relevant. All those cheap freezers and fridges on ebay etc also rely on someone being fit and healthy and strong and having a car.

    Part of the reason we are extra annoyed is that it is clear the fridge/freezer is expensive but of very poor quality and likely to break down again, and again. If they send a replacement that, too, will be of the same poor quality.

    I posted because I wanted to hear what happened next with the original poster, whether they had any tips, and also to warn people NOT to buy Kenwood or use Curry's.

    Those who have replied with their little rants about people complaining about ducks quacking...err how did you get to th!t?...anyway, you clearly are Curry's ideal potential customer
    Originally posted by ablecloth
    Hey, hey....cool down.
    Please forgive the deliberate omission of apostrophes on some posts whilst I await MSE to do something about the daft codes that appear in their place when typing on certain devices.
    • MB69
    • By MB69 24th Jul 18, 7:32 PM
    • 94 Posts
    • 26 Thanks
    MB69
    As you are within the first 6 months of when you have bought it and outside the 30 days, then you have to give the retailer a chance to fix it first time.

    If you are worried it might break again and again, then keep the receipt and all comms for this repair. if it breaks again, then you are within your rights to reject the goods and ask for refund as obviously there is another issue with it.

    unfortunately with Curry ( The DSG group) unless you take out their extended guarantee / knowhow service or whatever it is they do, then they can repair it within 28 days as per their terms and conditions.

    I bought a house which had a built in fridge freezer installed by Currys. They had an extended knowhow service guarantee. The item broke 4 years down the line and 6 months before the end of guarantee/ knowhow contract.

    All credit to Currys, they did come out to repair, they said they needed to order a part and couldn;t get it. My contract said if they couldn't fix it within 14 days they had to give me refund. They seny me 500 voucher and I bought a new one from them.

    It was a hasle as for 14 days we didn't have anything, then voucher came and another 7 days before we could get one delivered. So we had to make lots of small trips to the shops and ...
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