Andy Hall wrote:
On Wed, 16 Jun 2004 09:53:02 +0100, "Bob"
wrote:



I know I could do all that, but to be honest, I just want the damn
thing fixed with the least hassle.

I understand your frustration


The workings of the fridge are so simple even
a monkey could fix them (although not the monkey that works for
Expert Appliance Care apparently). The fan is all sorted now, so
all that is left is the pipe. If I could get a suitable connector,
it would be repaired in minutes. Whirlpool were happy enough to
send parts free of charge, but the trouble is they have sent things
that are completely wrong - even the Expert Appliance guy received
the same wrong water pipe as I did.

I did follow all the proper procedure initially, but it just became
too much aggravation to keep chasing people up.

Hence the suggestion of going back to the retailer, who has the legal
responsibility and cancelling the card transaction. When this is
done, it normally gets the retailer's attention. You shouldn't have
to keep chasing up the manufacturer and their service agent - the
retailer owns the problem. As I said, I would have given them 14
days to fix and then cancel transaction and they can collect it.
Then buy a new one of a different brand.

Going further down the route you
suggest will just drag things out longer.

Bear in mind that if you fit "foreign parts" yourself, you will likely
void the warranty and weaken your position if you wanted to pass the
issue back to the retailer where it belongs.


I intend to write to Whirlpool
after I've fixed everything and see what they have to say for
themselves.

Very little I would imagine apart from a "terribly sorry" letter from
some junior person in customer service and perhaps £20 of Marks and
Spencers vouchers.

Your contract of supply is with the retailer and the whole thing could
have been resolved far more easily.

The manufacturer does not have a commercial relationship with you and
you have no lever over them at all.


If you'd had to deal with the retailer (Direct Electricals) I think you'd
probably give up too! The person I needed to speak to was never available,
and I always had to leave a message to be called back. I;d say only one in
three calls got returned, and then there was a lag because they'd have to
get onto Whirlpool etc etc.

Once Expert Appliance were on the job, everything had to be done directly
with them.

I know what you're saying is right, but I'm so close to having a working
fridge again and not having to deal with these companies that I may as well
just mend the pipe (the damage is outside the fridge itself). Waiting in
for people to call at a random time of day costs money (or lost holiday),
and I'm not prepared to waste any more of that on it.

Bob