Fridge DOA - Poor Repair/Customer Care

WaterMark on 30/04/2015 - 15:48
Last edited 30/04/2015 - 15:52

So I bought a Westinhouse Fridge from Appliance Online and to my dismay it came dead on arrival. I only found this out after I had put in the Left hand hinge conversion kit and stocked it up full of stuff after the recommended 2 hours. So I called up Service/repairs and they tell me a technician will come out and have a look.

The technician came the following day and had one look and said it was an internal gas leak. No wonder it wouldn't cool my fridge full of stuff. He said he'll get it replaced. Now comes my conversation with Customer Care and they notified me to notify warehouse dispatch to install the Left hand hinge conversion since my one already had it on.

Dispatch calls me this morning to let me know when they delivering but can't do the conversion as they weren't notified and already left the warehouse. They said they'll organise it Customer Care when they get to my place. Delivery comes and they call and notify them but later get a call from Customer Care (supervisor) that no one is going to install it for me. They are only going to replace the kit by itself.

I told them I had installed the Left hand hinge kit (original) to the NEW fridge on the assumption it would be working from day one. They gave me the run around saying it's an accessory and all and denied a technician because it costs them $140. I am completely disgusted at their "top service" or what they call it. I only accepted an exchange (which under consumer law I am entitied to a full refund) provided they exchange the doors for me. I told them I want a full refund even after delivery (as it was not agreed upon with the wrong hinge) but they said Good Luck.

Avoid Westinhouse. They are good at replacing what is standard stock but not "top service". False promises. Much trouble.

End Rant

I know I am entitled to a full refund under consumer law. But they said I took delivery of replacement which makes it not possible. What do you guys think?

Electrical & Electronics

Comments

  • t_c on 30/04/2015 - 18:31
    +2

    So basically your saying your upset because you have to reinstall the conversion kit that they provided?

    • WaterMark on 30/04/2015 - 19:56

      I'm upset that they wasted my time when they said they will either install it before it leave the warehouse or install it by a technician. Once they delivered they came back and said they ain't doing the technician install because it costs them $140. If they had told me I had to do the doors myself again which takes 2 hours then I would of opted for a complete refund instead.

      Edit: I don't think I put this but I paid for 1st conversion kit myself and they took it with the broken fridge as it was installed on it.

      • spackbace on 01/05/2015 - 11:24

        There was obviously an error in communication early so the last resort to getting it fitted was to pay someone, which considering that part wasn't faulty, and they didn't fit it to the original fridge, of course they wouldn't pay more to get it done!

        There really is bigger things to worry about. They replaced the faulty fridge without hassle, but you would've got a refund because they wouldn't fit the part that you fit originally?

        Really?

        • WaterMark on 01/05/2015 - 11:28

          I understand what you mean, but I wouldn't have agreed to and exchange of they didn't agree to change the doors over. I have the right to refund the item completely in the beginning as it was a major fault. What frustrates me is they scammed me in exchanging to new by deception whereby I would of refunded otherwise.

        • spackbace on 01/05/2015 - 11:36

          @WaterMark:

          Ok and if you got the refund, and bought elsewhere, you'd likely be in the same position and having to fit the conversion kit, no?

        • WaterMark on 01/05/2015 - 17:51

          @Spackbace: I would spend my money at another manufacturer altogether and possibly one who don't need a conversion kit (most manufacturers) or one already Left sided. Appliance Online has been very helpful, but Westinhouse has not so.

  • emibel19 on 30/04/2015 - 19:34

    I don't understand why you needed a left-hand conversion kit in the first place. When I got my Westinghouse fridge from Appliances Online, I just ordered a factory-fitted left-hand one. Don't they still have those?

    • WaterMark on 30/04/2015 - 19:58

      Left hand conversion because my house is planned out that way and it is enclosed in a cupboard. They said this model only comes stock standard right hand.

      • emibel19 on 30/04/2015 - 20:01

        Oh, OK. Perhaps mine was a different model (although some other manufacturers only had right-handed ones in the size I wanted when I got mine last year).

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