How Did You Use ACCC Line to Get out of Warranty Item Fixed?

SpendLess on 11/02/2020 - 07:37

Hi all,
We bought a Samsung fridge from appliance online 3yrs ago and now the top shelf doesn't feel cold at all. I think the fan or something is broken as each section has a hole that cold air flows out. Anyways its out of suppliers warranty a bit over a year now and I always hear people say under consumer law the warranty is actually covered lot longer but I can't find anything on ACCC site that would say fridge expect x amount of years. So how did u all use this line as a reason to get your dodgy item fixed?? If they come back and say too bad so sad its out of warranty.
Thanks!

Electrical & Electronics Refrigerator Samsung

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Comments

  • 87percent on 11/02/2020 - 08:20
    +1

    As long as the fridge wasn’t $50, it’s reasonable to assume that it would last longer than 2 years. I would be going back to applicancesonline and asking them for assistance in getting it repaired

  • trustnoone on 11/02/2020 - 08:31
    +3

    Do you know if its the compressor? Some fridges have 2 year warranty but 5 year or 10 year warranty foro the compressor specifically (which may be your issue here).

  • SpendLess on 11/02/2020 - 08:37

    not sure what the issue is as i am no expert. Just can feel the top shelf of the fridge is warmer. Our butter was soft as when its up there. The purchase price was around $1100 i think
    thanks for the replies

    • pjetson on 11/02/2020 - 08:43
      +12

      Get yourself a cheap thermometer and put it on the top shelf when you go to bed and then check it when you get up in the morning. Then, the next night, do the same thing for the bottom shelf. Then you'll have more hard evidence than just your feeling.

  • GangGang on 11/02/2020 - 08:54
    +12

    Contact the manufacturer online or call. Being nice goes a long way and explain your situation before mentioning accc. It's worked twice for me when my oven and washing machine had problems out of warranty.

    They may even send a technician for free like they do when it's with warranty. Remember, if they find out that's it's a setting problem or somthing you've done. You will be paying for it. So double check everything and even google the problem online with your model number before contacting.

  • Ryanek on 11/02/2020 - 08:57
    +2

    Have you contacted Appliance Online? They're generally very good with returns and warranty issues.

  • SpendLess on 11/02/2020 - 09:03
    +7

    just spoke to appliance online and i didnt need to mention ACCC. Just gave them the order # and they logged it with Samsung
    all good for now! hopefully Samsung side will be good as well…

    • serpserpserp on 11/02/2020 - 09:11
      +22

      Amazing what happens when you talk to an adult.

      • srsparky on 11/02/2020 - 13:08
        +3

        Finding an adult to speak to is sometimes the difficult bit…

  • Diji1 on 11/02/2020 - 09:51
    +1

    For future reference you want to contact the Consumer Affairs body in your state (name varies by state).

  • jimbobaus on 11/02/2020 - 10:04
    +6

    FYI ACCC Life Expectancy Guidelines
    Fridges:
    Cheaper to replace: 6–20 years
    Life expectancy:
    Budget / entry level: 6 years
    Mid-range: 9 years
    High-end: 13 years

    • k-rokfm on 11/02/2020 - 10:24
      +4

      Wonder what price constitutes budget / mid / high end.

      IMO 6-9 years would be quite a good consumer law period, 13 years I think would be stretching it - but I also am probably not shopping in what they would consider the high end of fridges

    • [Deactivated] on 11/02/2020 - 13:29
      +2

      I went on ACCC website and searched for life expectancy guildelines but could not find, can you please show me where you got this from (so I can see other guidelines?).

      • Ozpit on 12/02/2020 - 09:25

        The current life expectancy for Australians in 2020 (males and females lumped together) is 83.50 years. The good news is that as each year passes, our life expectancy increases. Wish we could say the same for fridges.
        https://www.macrotrends.net/countries/AUS/australia/life-exp…

      • Typical16-bitEnjoyer on 12/02/2020 - 14:52

        I have a feeling OP is never coming back to cite where they obtained those guidelines :)

        • Ozpit on 12/02/2020 - 16:10

          Believe it or not, my Kelvinator No Frost 480 is at least 35 years old and still going strong. Passed down by my parents. I know it was re-gassed about 24-25 years ago and probably got a new compressor at the same time. Nothing done to it since, not even door seals. As we all know, the life expectancy of all white goods is nothing like it used to be.

    • Typical16-bitEnjoyer on 11/02/2020 - 14:37

      Link to where they posted those guidelines?

  • Typical16-bitEnjoyer on 11/02/2020 - 11:12
    +5

    This is a common issue.

    There's ice build up somewhere behind that vent. Defrost it. Do this before Samsung's agent attends or you might have an argument over who cops the service call charge.

    • SpendLess on 11/02/2020 - 12:55
      +1

      thanks for the comment
      just read through this https://us.community.samsung.com/t5/Kitchen-and-Family-Hub/F…

      wow what a fn dud of a fridge Samsung makes…

      ill defrost it for 24hrs like others have said in that post and see…

      • spackbace on 11/02/2020 - 14:02

        Yep, we had a Samsung side by side die in similar circumstances after around 7 years.

        Replaced it with a Hisense instead!

      • Typical16-bitEnjoyer on 11/02/2020 - 14:35
        -1

        Not many people jump on the manufacturer forum of their fridge to leave a positive review.

        The ice build up is a common problem in general. Not just Samsung.

    • sagrules on 11/02/2020 - 13:50

      How do you defrost it? Do you need to empty out the whole fridge?

      • Typical16-bitEnjoyer on 11/02/2020 - 14:33

        Pretty much, yes. You need to switch it off and leave the doors open for some time.

        • serpserpserp on 11/02/2020 - 14:51

          I prefer to use my defrosting sledgehammer. Put a few defrosting holes in the side of the fridge. Works a treat.

        • SpendLess on 11/02/2020 - 14:52

          if this is the issue how often would you need to defrost the fridge? if this has occurred for a while now has it caused perm damage?
          thanks

          • Typical16-bitEnjoyer on 11/02/2020 - 14:57
            +1

            @SpendLess:

            if this is the issue how often would you need to defrost the fridge?

            Unknown. Don't place items that will directly block that vent. Don't set the temp to minimum/very low when the fridge is mostly empty. Both will help prevent/eliminate ice build up.

            if this has occurred for a while now has it caused perm damage?

            Very, very unlikely.

    • SpendLess on 18/02/2020 - 10:01

      thanks again Zeggie
      i think its working fine, i defrosted it for 24hrs. Ive got the butter up at the top where it was going very soft to a point it was melting
      its still firm and hard now after 2 days

      thanks again

    • SpendLess on 25/02/2020 - 08:25

      nope its gone crap again lol
      after defrosting it the fridge worked ok for a couple days but now its still warm again up top…
      will have to bug the guys at Appliance online again as no one got back to me still

  • kiitos on 12/02/2020 - 09:17
    +2

    We had a fridge do this year's ago, I think it was a kelvinator? Like mentioned above, the issue was ice buildup in the vent. Service guy defrosted it with a hair dryer and said to not block the flow of air from the vent to prevent this. Didn't happen again.

    • SpendLess on 12/02/2020 - 11:57

      did he use the hairdryer inside the fridge at the vents? or the back of the fridge?
      thanks!

      • Typical16-bitEnjoyer on 12/02/2020 - 14:53
        +1

        You risk damaging/discolouring the interior with the hairdryer. I'd still recommend just unplug, empty, open doors and let time do the work.

        • kiitos on 13/02/2020 - 11:56

          Agree, but if you don't have a second fridge to transfer the contents to it can be difficult to do a full defrost.

      • kiitos on 13/02/2020 - 11:56

        I wasn't there at the time, I presumed he did it from within the fridge.

  • LaceyWanderlust30 on 12/02/2020 - 09:29
    +2

    I recently had a Miele dishwasher’s pump stop working after 4 years (only provide two years warranty). I had the service tech out who confirmed that and replaced it. I paid the service tech and then emailed Miele to refund under the ACCC conditions and the fact that Miele say they test their products to 20 years..! The original customer service agent came back and said sorry no - but didn’t actually address my concerns and that I’d quoted the ACCC. Then I sent that email chain to the email they post on product review to unhappy customers and it was resolved within 24 hours and the money was refunded.
    Good luck with getting your fridge fixed - I usually find they say no on the first request because most people won’t push harder… I am not one of those people :)

    • SpendLess on 12/02/2020 - 12:00
      +1

      atm we are trying to eat and clear out our fridge freezer lol
      will try and defrost it this weekend and if not try and be tough with them like you mentioned
      hopefully i dont break!

  • Amanda3724 on 12/02/2020 - 11:04

    Hi, I have successfully used the online Pro-forma complaint letter from the ACCC to get 2 out-of-warranty items repaired free of charge; a 4 year old watch and a 3.5 year old dishwasher. You don't need to know what the life expectancy is of your item. In my case, the dishwasher was purchased from an online company which no longer existed as it was bought out by Appliances Online, but they still stepped up and sorted the problem. I had no resistance in either case to my complaint - it seems the ACCC must have some real power! Good luck.

  • Amanda3724 on 12/02/2020 - 11:07
    +1

    Apologies - this is the ACCC complaint letter pro forma I used: https://www.accc.gov.au/consumers/complaints-problems/write-…

    • SpendLess on 12/02/2020 - 11:59

      thanks! i will check it out if it goes bad

  • backpaqer on 12/02/2020 - 11:46
    +1

    If you bought using credit card, some offer an additional year warranty. If it's just the top shelf, check your stuff isn't blocking vents that allow cold air to circulate! Refer to YouTube for fridge maintenance videos, some awesome reference material in there. Helped me fix my clagged ice maker over the weekend.

    • SpendLess on 12/02/2020 - 11:59

      will do thanks!

  • eggles01 on 12/02/2020 - 16:29

    CONTACT dEPT OF FAIRTRADING OR CONSUMER AFFAIRS WHICH EVER IS IN YOUR STATE OR TERRITORY AND ASK FOR INFORMATION ON CONSUMER WARRANTY MAKE SURE YOU HAVE ALL YOUR INFORMATION YOUR RECEIPT WOULD BE AN ADVANTAGE,CHEERS

    • Typical16-bitEnjoyer on 12/02/2020 - 16:52
      +2

      Make sure your email is in all caps. Far more aggressive and assertive.

      • eggles01 on 12/02/2020 - 17:10

        no, the reason for the capital letters is because the comment will be noticed,every body is leading others to ACCC which takes a lot longer to come to a conclusion that thatis the only body to contact,my problem contained a phone call to Dept Fairtrading then an email to the car salesman he returned saying there was no warranty or guarantees as the price was under $3000,I returned email asking him "what about the consumer warranty"he returned email asking how much I wanted I returned $600 the money was transferred to my account that afternoon and in my bank account balance the next morning,that way took 2 two days,you wouldn't even get a reply from the ACCC in that time

        • Typical16-bitEnjoyer on 12/02/2020 - 18:25
          I disagree I think this is a far better way to get noticed. And without caps!
  • eggles01 on 13/02/2020 - 16:45

    dream on

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