Power City...Beware.

BradyH

We bought a fridge from power city airside last August. Was working perfectly up until last Tuesday. We noticed a smell of burning around the fridge and on wed eve a red hazard triangle appeared in the display. We plugged it out. Thurs morning we phoned the shop and they told us they would log a call with engineer. Engineer called fri & said 1st appointment available is Tuesday. We went down to the shop then & complained I said I have a very full freezer & fridge now fit for the bin. The girl said oh we have no managers in our shops so area manager will ring you. Two hours later a guy calls from a call centre he said engineer has to see it before we can do anything. I said its 23degree heat Ive a load of spoiled food "we'll see what we can do about the food so write an email". Thats it? I have to buy milk butter ham yoghurt etc every day cos its off the next day. Cant store any food properly.
So waiting for engineer on Tuesday but I have to say the customer care is utterly appalling. No manager to speak with, I told them just cime and see the hazard symbol it means plug out, risk of fire I even emailed the pics, then u can replace fridge temporarily even. What a nightmare
DO NOT BUY FROM THESE PEOPLE.

Mikenesson

You can't expect them to deal with the frozen food in the interim

Don't think you've any grounds for complaint on that one

Seth Brundle

Should they just magic up an engineer?

chuck eastwood

Seth Brundle wrote: »

Should they just magic up an engineer?

Yeah they should actually when it comes to freezers. I'm a maintenance tech and deal with refrigeration units daily. Retail industrial and the odd home call. Any thing to do with food stocks is given priority no matter who the client is. I hope power cities attitude to customers is better than yours

Mikenesson

chuck eastwood wrote: »

Yeah they should actually when it comes to freezers. I'm a maintenance tech and deal with refrigeration units daily. Retail industrial and the odd home call. Any thing to do with food stocks is given priority no matter who the client is. I hope power cities attitude to customers is better than yours

Commercial refrigeration is a different ball game

They're on maintenance contracts with big $$$ at stake

You're not gonna get a tech out to a domestic before food thaws

Dizzyblonde

**Moved from Dublin County North forum.

DavyD_83

chuck eastwood wrote: »

Yeah they should actually when it comes to freezers. I'm a maintenance tech and deal with refrigeration units daily. Retail industrial and the odd home call. Any thing to do with food stocks is given priority no matter who the client is. I hope power cities attitude to customers is better than yours

Not trying to be a smartass, but would you not be able to source a backup freezer, or even an engineer yourself through work to get you through the heatwave?
I'm not saying customers should have to, but seems like you've a ready supply of refrigeration and freezing services at hand.
To be honest, I don't know what the responsibility of a retailer is towards the food in your freezer. If they did offer a solution I'd imagine it would be on a goodwill basis.
If oven died half way through cooking dinner would they need to cover takeaways until its sorted?

ytpe2r5bxkn0c1

DavyD_83 wrote: »

Not trying to be a smartass, but would you not be able to source a backup freezer, or even an engineer yourself through work to get you through the heatwave?
I'm not saying customers should have to, but seems like you've a ready supply of refrigeration and freezing services at hand.
?

He's not the OP.

chuck eastwood

Samantha Worried Shortchange wrote: »

He's not the OP.

He's not the smartest smart arse on boards

coylemj

BradyH wrote: »

... then u can replace fridge temporarily even. What a nightmare

Replace the fridge temporarily? Your exact model? What do they do with the replacement fridge when yours is fixed?

BradyH wrote: »

DO NOT BUY FROM THESE PEOPLE.

Who should we buy from then? An electrical retailer whom you know would have provided the solution you're suggesting? Like who?

Check your home insurance to see if it covers food spoilage as a result of power cuts and/or breakdown but as with a minor tip with a car, it's not going to be worth losing your no claims bonus.

abff

Just a thought for the OP. Do you have any neighbours who might be prepared to help out by storing some of your food in their fridges/freezers until your's is fixed?

DavyD_83

Samantha Worried Shortchange wrote: »

He's not the OP.

Oops, that makes far more sense

coylemj

abff wrote: »

Just a thought for the OP. Do you have any neighbours who might be prepared to help out by storing some of your food in their fridges/freezers until your's is fixed?

OP unplugged the freezer last Wednesday, bit late for your suggestion I'm afraid.

Xterminator

Hi op

You cant really compare commercial refrigeration support to end user appliance support provided by retailer/manufacturer. Its not the same ball park.

however if you write a letter of complain and provide proof of purchases to show your out of pocket they said they would consider it. In the mean time can you use a neighbour/family member to help?

when my fridge freezer was on the blink i used UHT & soya milk. Bought food daily in local tesco, and used before it could spoil. its a bad time for it to happen alright - with the heatwave!

abff

coylemj wrote: »

OP unplugged the freezer last Wednesday, bit late for your suggestion I'm afraid.

At least he/she might be able to store some new purchases if they have an obliging neighbour.

Former Former

DavyD_83 wrote: »

Not trying to be a smartass, but would you not be able to source a backup freezer, or even an engineer yourself through work to get you through the heatwave?
I'm not saying customers should have to, but seems like you've a ready supply of refrigeration and freezing services at hand.
To be honest, I don't know what the responsibility of a retailer is towards the food in your freezer. If they did offer a solution I'd imagine it would be on a goodwill basis.
If oven died half way through cooking dinner would they need to cover takeaways until its sorted?

That seems like a good idea, except then you're chasing the retailer for the cost of the repairman as well as the cost of the food.

And if it breaks again, they're liable (and probably legally entitled) to say "well, some unknown technician has been messing with it, we can't be responsible for that, your warranty is invalid".

BradyH

Hi thanks for thoughts. Im a totally reasonable person so I understand things break, thats fine. But for something as essential as a fridge, theres no reason they cant have a mini fridge on standby and also petty cash for frozen stuff.

They couldnt have given less of a fck tbh. Imagine the scene...23degrees you reach for a cool drink..oh yeah no fridge.
Must get the chicken wings out for dinner..oh yeah. You want butter on that toast?oh yeah. I want cereal mam, oh yeah down to shop. The pack of ham, coleslaw,lettuce etc etc all gone next day.
Id be in and out of neighbours all day.

i didnt expect compensation for food right now, but his attitude was "we might be able to do something..."not good enough.
If he had looked at the picture of the hazard fire symbol or popped his head round my door on thurs he would have seen that yes fridge is unusable so replace it. Ok so the engineer has to come see what is wrong exactly, but all the world could see red triangle on display, corresponding with "Danger to life and propery" in manual. All I. expected was fairness and a bit of cop.

Seth Brundle

Firstly remove the emotion from the debate as it won't change the situation.
Secondly what does your warranty say about any contents of the freezer?

to my knowledge you can claim back the food from your house insurance, I was told this before twice from people who had done the same.

This is always the problem but you entered into a contract with Power city not some engineer crowd, that's the issue but it's getting more common now is this kinda thing.. you simply have to wait for the engineer and claim for the spoiled food on your house insurance.

shyte I know, just keep ringing them and annoying them if you have the time!

CrankyHaus

OP I had a similar problem in sunny weather last year. Put shop-bought ice packs in the fridge and freezer to drop the temperature in there and the insulation will keep it from melting even if it's not plugged in and running. Should tide you over for essentials, maybe top up ice every day or two.

I wouldn't be too happy with powercity's response but I wouldn't be too surprised either. They clearly run a bare bones operation and don't have the capacity to deal with your problem as quickly or as well as would be satisfactory. Itemise all of your expenses and send them in to them when they are replacing the fridge. If it's reasonable they may well cover it as a goodwill gesture.

whippet

OP .. if you expect retailers to have standby Freezers and cash on hand for customer shopping bills you’d be paying a lot more for your white goods.

They should honour their obligation to provide either a repair / replacement / refund on the original purchase .. nothing more nothing less.

If my washing machine breaks down should I be dropping my laundry to Harvey Norman?

TallGlass

You problem comes under the three R's. Refund, Repair or Replacement.

https://www.ccpc.ie/consumers/shopping/faulty-goods/

Just ask for a refund be my advice.

whippet

TallGlass wrote: »

You problem comes under the three R's. Refund, Repair or Replacement.

https://www.ccpc.ie/consumers/shopping/faulty-goods/

Just ask for a refund be my advice.

Which of the three ‘r’ solutions is up to the retailer to decide .. the consumer can choose to accept or go the SSC .. and then the SSC decides if the retailers offer was reasonable.

Del2005

TallGlass wrote: »

You problem comes under the three R's. Refund, Repair or Replacement.

https://www.ccpc.ie/consumers/shopping/faulty-goods/

Just ask for a refund be my advice.

You don't get the option. The shop will make an offer of repair and if the OP rejects this then they'll have less of a claim if it goes to Small Claims.

The contents of the fridge are nothing to do with Power City, or any retailer, if you want to protect the contents of your fridge you need to source your own backup.

vintagecosmos

you would think in this day an age with phone/video consultations with doctors, that they could do smth similar in emergencies. A remote assessment by the engineer would save powercity a lot of money for clear cut cases. (assuming it is).

Ive found them to be fine when dealing with them. At least they are talking to you and booking in appointments. Harvey Norman wouldnt even call me back when I had issues.

Caranica

Freezer contents are usually covered by your house contents insurance. Check out your policy

dubrov

Just buy a mini fridge on adverts and sell it on afterwards

freddie1970

always found powercity very good when things break down ...i wouldnt expect an engineer out that day do u think they have engineers hanging around the shop for freezer call outs

colm_mcm

It’s hardly Power City’s own engineer that’s coming out though? Surely it’s the manufacturer sending someone out?

TallGlass

whippet wrote: »

Which of the three ‘r’ solutions is up to the retailer to decide .. the consumer can choose to accept or go the SSC .. and then the SSC decides if the retailers offer was reasonable.

If I am reading the piece from the link correctly, you've a small window from where you buy it and it doesn't function where you can ask for a refund. After a week or two, then that option doesn't exist and it's down to them. Suppose it's in cases of it literally doesn't work out of the box.

Dunno, about the food I never mentioned it, have a look on adverts for any going free would be my suggestion.

My mistake also, completely missed the part where it.was bought last year! For some reason I thought it was this week.

Just wait for repair.

Del2005

colm_mcm wrote: »

It’s hardly Power City’s own engineer that’s coming out though? Surely it’s the manufacturer sending someone out?

Manufacturers wouldn't have many field service engineers for domestic appliances so Power City will send someone. It could be from the manufacturer or it could be a person from stores. They still have to get the OP back to having a working fridge.

Twenty Grand

vintagecosmos wrote: »

you would think in this day an age with phone/video consultations with doctors, that they could do smth similar in emergencies. A remote assessment by the engineer would save powercity a lot of money for clear cut cases. (assuming it is).

Ive found them to be fine when dealing with them. At least they are talking to you and booking in appointments. Harvey Norman wouldnt even call me back when I had issues.

Last thing you want is your average Joe pulling the unit out and having a poke at the back.
Chances are with a smell of burning, the pump or some electronics needs to be replaced.

Sleeper12

Very unfair on Power City imo

colm_mcm

Del2005 wrote: »

Manufacturers wouldn't have many field service engineers for domestic appliances so Power City will send someone. It could be from the manufacturer or it could be a person from stores. They still have to get the OP back to having a working fridge.

Do you think that if the OP had bought the fridge in DID or Harvey Norman or Curry’s, Would the story be different?

coylemj

colm_mcm wrote: »

Do you think that if the OP had bought the fridge in DID or Harvey Norman or Curry’s, Would the story be different?

+1 in response to the OP's exhortation (in caps): 'DO NOT BUY FROM THESE PEOPLE', I asked in post #10..

coylemj wrote: »

Who should we buy from then? An electrical retailer whom you know would have provided the solution you're suggesting? Like who?

Still waiting for an answer.

If anyone is aware of an electrical retailer which keeps a reserve stock of fridges ready to be shipped out to customers who experience a breakdown and has a petty cash system which allows the staff to instantly issue payment to cover food spoilage, please let us know ASAP.

L1011

Miele if bought direct. Provide vouchers for lost food

However, that'll be a whole other level of cost in the first place

On the margins on normal consumer grade kit, it's a way to go out of business

BradyH

I usually buy from DID tbh, they are amazing, you just hand them broken thing & they replace it, immediately, no questions & often no receipt, they also have a manager so you can talk face to face.
I dont think its the same everywhere, as in you buy a fridge in good fairh for nearly 1000 euro, then it breaks and all your food is spoiled(consequential damage, obligation is on power city here to refund, I checked with ccpc), an oven/dishwasher/washing machine are all different, theyre not going to give you salmonella cos theyre not working correctly. So the retailer has no shop manager you are sent away to await call centre phonecall. Your email asking do you want me to itemise food etc is ignored completely. No accountability whatsoever. I was a manager and I was paid to deal with this stuff so that customers were not left simmering in their dissatisfaction/frustration. I would take steps within reason to help, which has not been done here.
Bottom line goods not fit for purpose = replace now ask questions later sorry.
Customer service non existent never will I buy from or recommend power city again.

coylemj

BradyH wrote: »

I usually buy from DID tbh, they are amazing, you just hand them broken thing & they replace it, immediately, no questions & often no receipt,

You can literally walk into DID with a broken appliance and no receipt and they will replace it?

If DID are so 'amazing' at customer service, why did you buy the fridge from Power City?

Let me guess..... price?

BradyH

coylemj wrote: »

You can literally walk into DID with a broken appliance and no receipt and they will replace it?

If DID are so 'amazing' at customer service, why did you buy the fridge from Power City?

Let me guess..... price?

Yes I have done this in DID.
I guess I was just used to good customer service and imagined it was universal.
No not price specifically, but obviously power city are skimping somewhere if its price as you say. Somewhere like management or quality? Not sure but Ive learned my lesson anyway.
DO NOT BUY FROM COYLEMJ
SORRY! POWER CITY

coylemj

DO NOT TAKE CONSUMER ADVICE FROM SOMEONE WITH UNREALISTIC EXPECTATIONS

and who's motivation for posting here is pure revenge. The post at the start of this thread was only the OP's second post in over four years.

WoollyRedHat

In terms of what to do in the interim period, see if your local shop or supermarket will store your food for you in their nicely chilled fridges/ freezers. I have an arrangement like this in place with nearby supermarket, I pay them a storage fee for this neat little service but I think it's worth it.

Del2005

colm_mcm wrote: »

Do you think that if the OP had bought the fridge in DID or Harvey Norman or Curry’s, Would the story be different?

Nope.

colm_mcm

Maybe the OP should bring the fridge into DID and get a new one

liam7831

coylemj wrote:

DO NOT TAKE CONSUMER ADVICE FROM SOMEONE WITH UNREALISTIC EXPECTATIONS

coylemj wrote:

and who's motivation for posting here is pure revenge. The post at the start of this thread was only the OP's second post in over four years.

Just because he/she doesn't spend their life on boards is no reason not to believe them

witchgirl26

OP I bought a freezer from Powercity last week. Haven't plugged it in but noticed that it wasn't sealing properly along the top. Rang customer service and they said they'd mark it urgent and get an engineer out. That was yesterday & the engineer is due out tomorrow. Honestly that is some of the best customer service I've gotten. Is it a massive inconvenience? Course - moving house and no where to put our frozen food but they're doing what they can. They can't keep a stash of replacement fridges or freezers just in case someone has a problem.

CeilingFly

In a lot of cases it your attitude to a retailer that gets different levels of servcie.

Just by going on the OP's way of approaching the thread, I would guess they had a similar aggressive attitude on the phone to Power city and the resultant, "we're not going out of our way for someone like this"

Then you have post above by witchgirl - probably a different manner and they want to help as much as possible and as quickly as possible, hence a far better service.


People in shops are human - treat them with respect and in most cases they will do their utmost to help you.

Treat them like sh1t and they'll respond in kind.

Former Former

WoollyRedHat wrote: »

In terms of what to do in the interim period, see if your local shop or supermarket will store your food for you in their nicely chilled fridges/ freezers. I have an arrangement like this in place with nearby supermarket, I pay them a storage fee for this neat little service but I think it's worth it.

Eh? You store your food in your local supermarket??

Del2005

Former Former wrote: »

Eh? You store your food in your local supermarket??

I store all my food in the supermarket, I just pay for the storage as I leave with it:p

jcd5971

CeilingFly wrote:

People in shops are human - treat them with respect and in most cases they will do their utmost to help you.

CeilingFly wrote:

Treat them like sh1t and they'll respond in kind.

CeilingFly wrote:

In a lot of cases it your attitude to a retailer that gets different levels of servcie.

Work in retail this is true.
I've seen nice people who have had a problem and are grand about it get sorted sometimes within the same day.

Ive also seen the opposite,
oh this guy has called me a scammer/stupid etc.
And oh this place is a kip is it?
Oh you know your rights is it?


Yep let's just wait to log that call until tomorrow evening maybe just after 5 when everyone's gone home.

WoollyRedHat

Former Former wrote: »

Eh? You store your food in your local supermarket??

Yes in many of them. It's a cool arrangement.

rameire

BradyH wrote: »

Hi thanks for thoughts. Im a totally reasonable person so I understand things break, thats fine. But for something as essential as a fridge, theres no reason they cant have a mini fridge on standby and also petty cash for frozen stuff.

You reach for a cool drink..oh yeah no fridge.
Must get the chicken wings out for dinner..oh yeah. You want butter on that toast?oh yeah. I want cereal mam, oh yeah down to shop. The pack of ham, coleslaw,lettuce etc etc all gone next day.
Id be in and out of neighbours all day.

I just cant believe you keep your butter in the fridge.