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Guarantees on Products

  • 23-07-2009 8:21pm
    #1
    mossie
    Registered Users, Registered Users 2 Posts: 2,326 ✭✭✭


    Hi.

    I am having major problems getting a household appliance repaired, and I wonder if I have any legal comeback.

    Just to give some background, I moved to a new house a few months ago and bought several Whirlpool appliances - washer, dishwasher, oven, hob and American style Fridge Freezer. About a month ago the icemaker in the fridge started giving bother, dumping all the ice into the door, making a lot of noise, display panel flashing. I thought it was a once off but it happened againg and got worse. On Monday 6th July at 9am I phoned the Whirlpool service number and was given a number for MS Services in Cork who handle Whirlpool servicing in this part of the world. They took the details and said an engineer would call me "shortly". Later that day the fridge stopped working completely.

    Anyway "shortly" turned out to be 5pm on Thursday 9th July. The engineer found that the fridge needed two replacement parts, a solenoid in the icemaker and the main circuit board at the rear. He said he would order those and they should be in after a couple of days. As I was going away until Weds 15th we arranged for him to call back on the following Thursday July 16th as he is in this area on Thursdays. Anyway the 16th came and went with no engineer and when I called them on Friday 17th I was told the parts had not come in, calling again on Monday was the same and I was told they hoped to have them "sometime this week". When I called today I was told the parts came in yesterday but the would not guarantee the engineer would call before next week. On checking my voicemail later I had a message stating it will now be "early next week" before it's repaired.

    So essentially I am still without a fridge 17 days on from reporting it and it will not now be repaired before 21 days pass on Monday or maybe even not until the engineer is in the area on Thursday next.

    It seems ridiculous that Whirlpool / MS Service cannot keep a supply of spares in stock, and even more ridiculous that they cannot source spares in less that two weeks. Also emailing service_ireland@whirlpool.com is a waste of time. I think I had to send 3 or 4 before I got a reply.

    Is there anything I can do to ensure it's fixed tomorrow? Do I have any comeback against Whirlpool for inconvenience caused etc? Can I demand a refund so I can purchase from another manufacturer?


    Thanks.
    Mossie


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