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“Okay until something is wrong!! ”

written by Klm2020 on 06/02/2020

Bought a smeg fridge freezer worth 1500 pounds lasted only three years and had an internal gas leak! Nothing to do with my self. May seem like a small niggle but domestic appliance trying to make out if had the product 4 years... when in fact I had had it 3 years and 2 months when they product stopped working and it been 9 weeks since I started my compliant with them and they’ve been appalling!!!!!!! Not only did they not want to acknowledge that they had a right to deal with this, they tried to keep sending me back to the manufacturer and not hold responsibility. When finally after hours on the phone I sent all my details and a engineer report to them. They offers me 630 pounds back for product that lasted just over three years!
They had very little customer care skills, didn’t want to attempt to help me. They just gave me this amount as a final offer immediately and told me to like it or lump it basically.
Eventually after taking it further with retail adr and set a claim I get a phone call saying they want to resolve the issue. Well when they say resolve what they meant was they were offering me any more or making it more accessible to have the product I paid good money for and expected to last. What they meant with resolve was to tell me I’d be getting a bette offer from smeg who in fairness have been great and to replace the fridge from them at a cost of 800 quid and not take my refund from them as if I accept their refund I’m not entitled to the deal from smeg as both require the fridge back! Lose lose situation for me. Absolutely shocking company for customer values, all said with a smile on their face. Like a lot of companies fine until you have an issue then they don’t care about you, your custom or how much you’ve spent with them.