Home Freezer not fit for use
Discussion
Hi
A bit of a long one.
3 years ago my elderly mother purchased an upright freezer from a fairly large retailer.
She also purchased a extended 5 year warranty, its a good job she did.
To date she has had 6 or 7 engineer visits to solve problems.
The unit has also been taken for repair twice.
Its supposed to be a frost free unit however all the food is covered in ice crystals and the top and bottom has different temperatures.
It had a new door last time it was away.
The retailer has been ok but my mother has lost faith in the machine.
Due to the age of the machine what rights does she have in regards to replacement.
This week she lost some food due to the unit not freezing correctly.
She wants a replacement machine she realises that she will have to pay towards the cost she is not expecting it for free.
Ive been surprised that the retailer is happy enough to keep sending engineers out but i suppose they make enough form the extended warranty to wear the cost.
Thanks
A bit of a long one.
3 years ago my elderly mother purchased an upright freezer from a fairly large retailer.
She also purchased a extended 5 year warranty, its a good job she did.
To date she has had 6 or 7 engineer visits to solve problems.
The unit has also been taken for repair twice.
Its supposed to be a frost free unit however all the food is covered in ice crystals and the top and bottom has different temperatures.
It had a new door last time it was away.
The retailer has been ok but my mother has lost faith in the machine.
Due to the age of the machine what rights does she have in regards to replacement.
This week she lost some food due to the unit not freezing correctly.
She wants a replacement machine she realises that she will have to pay towards the cost she is not expecting it for free.
Ive been surprised that the retailer is happy enough to keep sending engineers out but i suppose they make enough form the extended warranty to wear the cost.
Thanks
1/ They will not have sent any engineers. The people sent will have been repair men.
2/ An extended warranty is a service contract and doesn't alter your consumer rights.
3/ 3 years ago means before 1st Oct 2015. So the SOGA applies. Yes you can demand a replacement because it isn't fit for purpose. But you've had three years (of grantedly intermittent) service, so you would not expect the store to stump up the full purchase cost of a new freezer. How long could the product be reasonably expected to last? What proportion of this time has it lasted? In short, expect to negotiate and expect the store's first answer to be "We'll send an engineer".
2/ An extended warranty is a service contract and doesn't alter your consumer rights.
3/ 3 years ago means before 1st Oct 2015. So the SOGA applies. Yes you can demand a replacement because it isn't fit for purpose. But you've had three years (of grantedly intermittent) service, so you would not expect the store to stump up the full purchase cost of a new freezer. How long could the product be reasonably expected to last? What proportion of this time has it lasted? In short, expect to negotiate and expect the store's first answer to be "We'll send an engineer".
KevinCamaroSS said:
mikeveal said:
1 They will not have sent any engineers. The people sent will have been repair men.
Good old PH, pedants rule, OK!The difference between a repair man and an engineer is massive. As one person said to me a few years ago - main dealers don't employ many mechanics, their almost all just glorified fitters. They know how to replace a turbo but have no idea how to strip and rebuild one.
rscott said:
mikeveal said:
1/ They will not have sent any engineers. The people sent will have been repair men.
Last time I checked, engineer wasn't a protected title in the UK, so anyone can call themselves an engineer if they wish. Rude-boy said:
As one person said to me a few years ago - main dealers don't employ many mechanics, their almost all just glorified fitters. They know how to replace a turbo but have no idea how to strip and rebuild one.
You're doing it now - in industry, Fitters are highly skilled and would certainly be stripping and rebuilding things. baldy1926 said:
Ive been surprised that the retailer is happy enough to keep sending engineers out but i suppose they make enough form the extended warranty to wear the cost.
I guess whoever underwrites the warranty is picking up the bill, so no skin off the retailers nose. Have a look at the warranty and see if there's provision for replacing the machine if it can't be repaired.
And / or approach the manager of the retailer and see what they say. Try the manufacturer if the retailer is unhelpful.
Extended warranties are ( well were, its 27 years since I worked in Dixons) over 95% profit.
Mastercare staff weren't well paid or trained, cheaper to just keep sending repair men out, sometimes they got it right.
I think they call themselves "Know How" these days.
Edit: Mastercare if they still exist, Currys, Dixons, KnowHow and a few others are all part of the same group, DSG. They underwrite their own extended warranties.
Mastercare staff weren't well paid or trained, cheaper to just keep sending repair men out, sometimes they got it right.
I think they call themselves "Know How" these days.
Edit: Mastercare if they still exist, Currys, Dixons, KnowHow and a few others are all part of the same group, DSG. They underwrite their own extended warranties.
Edited by mikeveal on Friday 19th May 16:49
Rude-boy said:
KevinCamaroSS said:
mikeveal said:
1 They will not have sent any engineers. The people sent will have been repair men.
Good old PH, pedants rule, OK!The difference between a repair man and an engineer is massive. As one person said to me a few years ago - main dealers don't employ many mechanics, their almost all just glorified fitters. They know how to replace a turbo but have no idea how to strip and rebuild one.
mikeveal said:
Extended warranties are ( well were, its 27 years since I worked in Dixons) over 95% profit.
Mastercare staff weren't well paid or trained, cheaper to just keep sending repair men out, sometimes they got it right.
I think they call themselves "Know How" these days.
Edit: Mastercare if they still exist, Currys, Dixons, KnowHow and a few others are all part of the same group, DSG. They underwrite their own extended warranties.
DSG is now Dixons Carphone after their recent purchase of the Carphone Warehouse.(Aug 2014) Mastercare staff weren't well paid or trained, cheaper to just keep sending repair men out, sometimes they got it right.
I think they call themselves "Know How" these days.
Edit: Mastercare if they still exist, Currys, Dixons, KnowHow and a few others are all part of the same group, DSG. They underwrite their own extended warranties.
Edited by mikeveal on Friday 19th May 16:49
Swampy1982 said:
details needed
1 - Who is the brand manufacture
2 - Who is the policy provider
3 - Is it the same fault re-occurring or different
4 - When did the first fault occur
Depending on the answers to the above I may be able to send you a PM
Hi1 - Who is the brand manufacture
2 - Who is the policy provider
3 - Is it the same fault re-occurring or different
4 - When did the first fault occur
Depending on the answers to the above I may be able to send you a PM
Its A
1 Hotpoint
2 Not certain but the retailer is Hughes
3 Same fault or very similar
4 When the freezer was 12/13 months old
Thanks
mikeveal said:
rscott said:
Last time I checked, engineer wasn't a protected title in the UK, so anyone can call themselves an engineer if they wish.
Sadly you are correct. Engineer as a job title is the new Executive. Calling yourself an engineer does not make you one though.
k.Anyway,
I have been in the same position with two expensive, supposed premium items.
One was an american fridge freezer that kept needing repairs.
Second was a vehicle with the same.
They were both replaced with new and so with the right attitude and perseverance you should be able to get it replaced FOC, but i think its going to be a struggle after three years.
One thing to note is that i dealt directly with the manufacturer, and not the supplier.
Depending on the original cost, it might be worth biting the bullet, and buying a new one and having done with it.
Good luck.
Edited by Alucidnation on Saturday 20th May 11:39
Edited by Alucidnation on Saturday 20th May 11:39
Swampy1982 said:
baldy1926 said:
Hi
Its A
1 Hotpoint
2 Not certain but the retailer is Hughes
3 Same fault or very similar
4 When the freezer was 12/13 months old
Thanks
Going to need the answer to question 2, possible outcomes will vary hugely. PM me details of provider as may have someone who can help.Its A
1 Hotpoint
2 Not certain but the retailer is Hughes
3 Same fault or very similar
4 When the freezer was 12/13 months old
Thanks
Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff