Damaged fridge freezer
Discussion
Last Thursday I got delivered a new built in fridge freezer from a well known appliance company.
Lets say it was shipped to me directly.
I noticed that the middle shelf wasn't on the runner properly but as it was still fixed in with a cardboard packing piece I didn't think much of it.
However after it'd spent all afternoon fitting it
I took out the packing to find the shelf had been rammed so far back into the fridge it was jammed solid and the back corners had actually penetrated the casing. God knows how they'd used that amount of force without noticing it.I phoned them Friday morning waiting ages (cos Covid -19) and told them what was wrong. I also mentioned (as I have in every time since) that I need a working fridge for my wife's diabetic medicine. They asked for images so I sent those and they were acknowledged.
No call back all Friday so I messaged them on their Facebook page.
Saturday morning I get a message on Facebook messenger so I start a conversation.
First of all they wanted to send new shelves..so I explained the problem again. Then I got told they have to contact the manufacturer who will have to send someone out to inspect it. Of course I objected citing The Consumer Rights Act stating that they had to replace or refund damaged goods.
However the person on the other end kept saying it was company policy and he hadn't the authority to alter this. Bear in mind this was all on messenger so it was difficult to have a proper disagreement. Eventually he just stopped replying.
So presumably I'm going to have to phone Monday again and argue my case.
Do I just keep plugging away with my argument and if they don't listen what's my next step?
To be honest I'm surprised they're taking this stance as they're one of the big players not a little one man band.
Recent issue with a Fridge Freezer myself.
Similar type of company.
Unit seemed to work ok and appeared undamaged although very clumsy delivery guys who caused three lots of damage to our property which was resolved separately.
Three months into ownership we notice the unit had been leaking refrigerant onto the floor. Contacted supplier and same response, refer to manufacturer.
Manufacturer was more interested in hard selling extended warranty which didn't go down well with me! Date booked for them to visit and assess / repair.
I wasn't happy so persisted with the supplier. Three separate communications over a week period, quoted consumer rights and the fact that my contract was with them not the manufacturer. Appliance not fit for purpose and of unsatisfactory quality.
All via Twitter DM's and requested that a supervisor / manager contact me via phone to discuss.
At this point they authorised exchange for a new identical unit "on this occasion". New unit delivered by really professional guys and old one removed.
I think they will always try to bat issues over to the manufacturers and their 12 month warranty. Thing is the manufacturer will quibble that damage may not be covered by them anyway.
To me this is clearly responsibility of the suppliers so I'd re contact them, ask for manager to review and press the issue as they've supplied a unit that's of unsatisfactory quality and unfit for purpose.
Using social media pages on public view with outline detail back up with DM's is a good route. Like the CEO links above too.
Best of luck getting this sorted.
Similar type of company.
Unit seemed to work ok and appeared undamaged although very clumsy delivery guys who caused three lots of damage to our property which was resolved separately.
Three months into ownership we notice the unit had been leaking refrigerant onto the floor. Contacted supplier and same response, refer to manufacturer.
Manufacturer was more interested in hard selling extended warranty which didn't go down well with me! Date booked for them to visit and assess / repair.
I wasn't happy so persisted with the supplier. Three separate communications over a week period, quoted consumer rights and the fact that my contract was with them not the manufacturer. Appliance not fit for purpose and of unsatisfactory quality.
All via Twitter DM's and requested that a supervisor / manager contact me via phone to discuss.
At this point they authorised exchange for a new identical unit "on this occasion". New unit delivered by really professional guys and old one removed.
I think they will always try to bat issues over to the manufacturers and their 12 month warranty. Thing is the manufacturer will quibble that damage may not be covered by them anyway.
To me this is clearly responsibility of the suppliers so I'd re contact them, ask for manager to review and press the issue as they've supplied a unit that's of unsatisfactory quality and unfit for purpose.
Using social media pages on public view with outline detail back up with DM's is a good route. Like the CEO links above too.
Best of luck getting this sorted.
Different, but could have been of use to you if you’d investigated that initial suspicion.
Two days ago, we took delivery of an American style fridge freezer. Main packaging removed in the garden, then the fridge freezer lifted in through the patio doors. As they were removing the protective wrappings etc, something caught my eye. It took me a few seconds to see it again, but there they were, two small dents in a door. Bum.
Long story short, someone had pierced the outer packaging, damaged the freezer, then covered the damage to the packaging with brown tape!
Delivery guys were annoyed, apologised. Customer services offered us various options, resulting in us eventually accepting a £330 ‘compensation’.
Where the unit is sited the damage isn’t obvious, and a 50p fridge magnet will cover it all anyway lol.
Not ideal, but the money will go towards the new bathroom, AND we will use AO again as that was a satisfactory outcome for us.
Two days ago, we took delivery of an American style fridge freezer. Main packaging removed in the garden, then the fridge freezer lifted in through the patio doors. As they were removing the protective wrappings etc, something caught my eye. It took me a few seconds to see it again, but there they were, two small dents in a door. Bum.
Long story short, someone had pierced the outer packaging, damaged the freezer, then covered the damage to the packaging with brown tape!
Delivery guys were annoyed, apologised. Customer services offered us various options, resulting in us eventually accepting a £330 ‘compensation’.
Where the unit is sited the damage isn’t obvious, and a 50p fridge magnet will cover it all anyway lol.
Not ideal, but the money will go towards the new bathroom, AND we will use AO again as that was a satisfactory outcome for us.
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