No fridge freezer for 7 weeks

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jmfriend's review of Marks Electrical


“No fridge freezer for 7 weeks”

Written on: 19/08/2020 by jmfriend (1 review written)

We bought an American-style LG Fridge Freezer From Marks Electrical three years ago with an extended warranty managed by UK Warranty on behalf of Marks Electrical. They are the warranties that Marks Electrical continue to sell today.

On Tuesday June 30 2020 (could not get through on the previous day), I got in contact with UK Warranty, because the freezer part had stopped on the weekend. We are still now in mid-August without a working Fridge Freezer. The past seven weeks have been one long litany of very poor customer service.

Firstly, it’s very difficult getting in touch with UK warranty by phone. I’ve been cut off when waiting multiple times. On Mondays, I've never been able to get through.

Secondly, when someone did come to look at the fridge freezer on 6 July (a week after originally reporting it), he said somebody else would need to come to fix it. He came on 10 July and initially for an hour after he'd gone, all seemed good. However, we then realised that now neither the freezer or fridge now worked. So, now more phone calls, and the engineer returned on 17 July. He said a replacement fridge freezer was required. On 21 July, this was confirmed in a text from UK Warranty. It said, someone would be in touch in 2 or 3 days. No one was. More phone calls followed. The story I get given each time is that the replacement team will ring either later that day or the next morning. They never do. On Friday 31 July, I made an official complaint to UK Warranty.

Over the weekend, I then also complained to Marks Electrical about the warranty they had sold me. At 6pm on Tuesday 4 August, I received a text offering me a replacement appliance. The fridge freezer is just slightly different to the one we had, and would have been a five minute job for someone to find, but it had taken more than two weeks. Next day, I rang to accept, and asked when it would be delivered. I was told someone would ring me in 2 to 3 days. Of course, nobody did. Of course, every time I ring, I'm told someone will call me back. They never do.

My understanding is that legally they should have resolved the issue under the warranty in a reasonable timeframe. No one would think seven weeks is a reasonable time to repair or replace an essential household item like a fridge freezer, and we still don’t have one, or a delivery date. They have offered no compensation. The process all the time though has felt like a very-well practiced formula of deliberate delay.

I have continued also to complain to Marks Electrical, but they have not sorted it either, and continue to sell these warranties. So, now you know what to expect.

  • american fridge freezer

    Goods purchased & cost

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