Fridge Died outside of Warranty, What Are My Options?

cheekymonkey97 on 18/11/2024 - 14:20
Last edited 25/11/2024 - 14:01 by 1 other user

My fridge died over night and we're probably going to have to bin about $200 worth of food now.

We purchased the fridge 4 years ago and it has 2 years warranty. Contacted the manufacturer and asked for options to have it repaired and they said it will be $170 for a service call to diagnose the issue and then parts + labour on top if we decide to go ahead with the fix.

I told them 4 years is not a reasonable lifespan for an $1800 fridge under ACL and the service rep pretty much told me "tough luck, would you like to go ahead and book the service call?". Told them no I don't want to book the service call and that I will get this repaired under warranty for free. I then requested it get escalated to a superior.

Now I'm waiting on a call back and wondering what my options are if they decide to play hard ball.

Update 1: I’ve organised and will pay for the service team to come and have a loot at it this week. Hopefully they can fix it on the spot. I’m considering whether I should pay and fight it or let them fix it, refuse to pay, and then fight the invoice.

Update 2: The fridge has been repaired, turned out to be the AC inverter. I paid about $750 to get it fixed and will now start the game of pursuing a refund. I'm thinking the best way will be to send Haier support an email outlining their obligations under ACL as well as my rights as a cosumer and demanding a full refund within 7 days. If I don't receive a full refund I will lodge a complaint with consumer protection and if that doesn't work then I will be lodging an application with small claims court.

On a side note, I realised looking at my invoice that the fridge didn't even last 4 years. It was technically 3 years and 51 weeks haha

Update 3: I received a response to my email stating that my case was reviewed and approved for a refund. They have requested my bank details which I have submitted. Will update again once I've received the funds and the case has been closed. Thank you all for your support :)

Electrical & Electronics Haier Refrigerator

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Comments

  • askbargain on 18/11/2024 - 14:26
    +29

    Did you buy Haier and expect a lasting product?

    • theHMASfriendship on 18/11/2024 - 14:27
      +74

      Are you suggesting OP should have bought a Haier quality fridge?

      • ihfree on 18/11/2024 - 14:30
        +19

        The German-sounding name makes you think the quality would be Haier.

        • netjock on 19/11/2024 - 09:17
          +7

          Not even remotely German sounding

          • ihfree on 19/11/2024 - 09:24

            @netjock: Maybe not. That is how the name is commonly perceived - commonly German or European sounding.

            • netjock on 19/11/2024 - 09:33
              +2

              @ihfree: Hai Er is actually Chinese pronunciation of the company name.

              Assume stuff comes from China unless proven through research. Common sense isn't all too common these days.

              • ihfree on 19/11/2024 - 09:44

                @netjock: Yep -

                The current brand "Haier" came from the last two syllables of the Chinese transliteration of Liebherr (pinyin: lìbó hǎi'ěr).

                Many consumers are still more comfortable with a more Western name and seem largely unaware of brands changing hands regardless of where ownership ends up.

        • beefmaster on 19/11/2024 - 19:56
          +2

          Benz and BMW is quality?

          • ihfree on 19/11/2024 - 20:20

            @beefmaster: No idea - they're perceived to be by a large number of people.

            Benz, much more so before the merger with Chrysler.

    • cheekymonkey97 on 18/11/2024 - 14:28
      +16

      Yes, I expected more than 4 years.

      • jv on 18/11/2024 - 14:29
        +11

        ACL then

        • theHMASfriendship on 18/11/2024 - 14:33
          +10

          Oof I didn't realise fridges had Anterior Cruciate Ligaments…

        • The General on 21/11/2024 - 00:39
          +2

          Access Control List

        • MrThing on 21/11/2024 - 08:06

          Another Christian Loser

      • smartProverble on 21/11/2024 - 14:57

        I agree but you need a source to bolster your claim for more than 4 years.

      • Loopholio on 19/11/2024 - 17:15

        That doesn't sound right. My small fridge is 9 years old and it seems to be working fine.

        • RockyRaccoon on 19/11/2024 - 18:02

          The catch here is — Was it made "now"?

          I guess the only way we know the truth will be in 4 years time….

          • Loopholio on 19/11/2024 - 20:02
            +1

            @RockyRaccoon: No, it was made 9 years ago. If you mean to say the same brand of the same size made today wouldn't last as long, you may be right. When I need to replace this fridge I'll likely buy the same brand and size. If it hits 9 years old or dies early, I'll pop back in here and report it.

            • RockyRaccoon on 19/11/2024 - 21:57
              +1

              @Loopholio: To to be clear I was commenting on Hewho.. in that he said fridges now dont last by infering that 4 years would be good. Your comment referred to your fridge that is 9 years old, so in a sense he maybe right and you maybe, as you both are not talking about same year of manufacture. Hence the truth will only be known in 4 years time.

      • ihfree on 19/11/2024 - 20:22
        +2

        Most fridges are made in China now so makes little difference what brand

        Lol, that's ridiculous. Different brands have different design, materials, quality standards.

        Lumping all products made in China together is pure ignorance and racism.

      • freekay on 20/11/2024 - 10:20
        +1

        Samsung make decent screens (which then translate into phones, tvs, monitors). Phone-wise, their gadgets have great specs and internals, but the bloatware is insane. Anything else, I wouldn't touch with a 10' pole. Their appliances (fridges, washers, dryers, etc.) are overpriced and renowned for being defective. Their customer "service" (if you can call it that) is something I wouldn't wish upon my enemies.

        P.S. congrats on not replying to first comment!

        • ihfree on 20/11/2024 - 23:28

          Haha, it is a reply to the first comment.

          • freekay on 21/11/2024 - 09:41

            @ihfree: lmao. I stand corrected. Bro has got form

    • No ONE on 19/11/2024 - 18:12
      +2

      $1800 is not cheap.

      • askbargain on 19/11/2024 - 19:00
        -4

        And how is that relevant to my comment?

        • No ONE on 19/11/2024 - 19:06
          +11

          paying $1800 and not expecting lasting product regardless of the brand, how is that not relevant.

  • ihfree on 18/11/2024 - 14:28
    +5

    Try contacting the seller rather than the manufacturer

    • cheekymonkey97 on 18/11/2024 - 14:28
      +6

      I did, good guys said they won’t handle it outside of the warranty period.

        • freefall101 on 18/11/2024 - 16:00
          +15

          First comment on that is gold, however it's not the ACCC you want, it's the state consumer affairs body. ACCC will just take note and go after the company if they get a lot of complaints, but not get anything sorted now.

          • Allwentmarching on 18/11/2024 - 17:25
            +4

            @freefall101: South Australian Consumer affairs is absolutely useless. I had the exact same scenario as OP with a fisher and paykel, also good guys and also 4 years. The rude woman at CA told me I was 'brainwashed' by a certain tv show (presumably implying the checkout but what a way to speak to a customer). They did nothing at all to help.

        • sareth on 19/11/2024 - 10:51
          -3

          There is no government body to help you. You need to take the seller (not the manufacturer) to court.

          • stjep on 19/11/2024 - 12:40
            +1

            @sareth: This is not true. I've lodged complains through my State's Office of Fair Trading a few times and always had a positive response after getting flat out "nos" or being ghosted by sellers.

            • rodb on 20/11/2024 - 20:25

              @stjep: I lodged through NSW fair trading after having no luck initially with LG (7 year old fridge). Fair trading were helpful to the point of contacting LG and asking them to repair, whilst telling me they couldn’t enforce anything. LG ended up organising the repair

              • stjep on 21/11/2024 - 11:06

                @rodb: I've had Fair Trading do this with Fischer & Paykel. They replaced at half the cost and did a free install. Prior to that their line was simply that manufacturer's warranty had expired, even when I said it is covered under ACL.

                Also with a dude selling refurbs online through eBay. He claimed to me via message that the 1 year warranty didn't cover my microwave breaking three months in. When I tried to call his number he told me that that business is now closed and this is a different business. Same ABN though. eBay did shit all. One letter from Fair Trading and he was begging to give me a full refund.

                I found the process easy enough that I would do it again.

      • ihfree on 18/11/2024 - 14:33
        +18

        IIRC, the seller has responsibility here.

        Review the guide, and remind them of their obligations under the ACL.

        Edit: if this not correct, please explain

        • Typical16-bitEnjoyer on 18/11/2024 - 17:50
          +2

          Don't stress, you are correct. Some idiot with no clue negged you.

          • ihfree on 18/11/2024 - 17:55

            @Typical16-bitEnjoyer: Not too concerned - more was wondering if there was something I was missing. Negs don't really add much to conversation. If there is a legitimate reason for it, why not let everyone know.

        • based on 19/11/2024 - 13:22

          Whether or not they actually need to repair is up to interpretation, but they definitely need to handle the request if you choose to go through them rather than the manufacturer. Highlighting them misrepresenting that is probably a better way of getting the ACCC's attention than the actual fridge problem

      • solidussnake on 18/11/2024 - 19:30
        +6

        Thats illegal for them to palm off to the manufacturer, they sold it so they are the first point of contact. I would ask to speak to the storemanager or ask for the area coordinator

    • Drakesy on 18/11/2024 - 15:42
      +7

      Honestly i'd go straight to the manufacturer, makes the process a lot smoother imho.

      i had a TCL TV that died ~4 years in (outside warranty window). Went back to Jb Hifi and their warranty team were so slow and useless i went straight to TCL Australia.

      Had it fixed within a week after waiting on JB for ~3 months.

      Sure you're entitled to it but it doesn't help the process, just adds a middle man.

      • Sterio on 18/11/2024 - 19:45
        +2

        I had a TCL that also died, < 4years old. TCL would not come to the party. Asked whether I would like the sales department contact me regarding a discounted new TV. When they finally did, the price quoted was more than what I could buy it for retail. Told them to sod off. No more TCL for me.

  • picklewizard on 18/11/2024 - 14:28
    +15

    Pay for the repair and then send them a (*)CAT summons.

    I did this for an $1800 car repair done out of warranty. Multiple letters requesting the repair be reimbursed were met with steadfast refusal, they rolled over as soon as they got the summons.

    • cheekymonkey97 on 18/11/2024 - 14:30
      +1

      It’s still going to cost me the lodgement fee which is like $200 right?

      • rumblytangara on 18/11/2024 - 16:15
        +1

        More like $60 if NSW.

      • picklewizard on 18/11/2024 - 16:18
        +15

        Cost me $70 which I never recovered, but better than $1800

    • iDroid on 18/11/2024 - 14:32

      (*)CAT summons.

      ??

    • Allwentmarching on 18/11/2024 - 17:26
      +1

      Depends which state. SA will not help at all. They literally dont give a flying f**

    • Ciderfizz44 on 21/11/2024 - 06:47

      How can my Cat assist? Is this some kind of sick joke

  • jv on 18/11/2024 - 14:28
    -2

    What Are My Options?

    • Repair
    • Buy new
    • Buy refurb
    • stjep on 19/11/2024 - 12:41
      +4

      Making use of Australian Consumer Law, which extends beyond the manufacturer warranty.

  • JimB on 18/11/2024 - 14:29
    +3

    What brand?

    I do agree that 4 years is too short.

    I would say 5 years is reasonable before I pay out of my own pocket for repairs.

    I think my fridge has 5 years warranty standard.

    • cheekymonkey97 on 18/11/2024 - 14:30
      +7

      Haier. I wasn’t expecting 15 years but 4 is just ridiculous.

      • jv on 18/11/2024 - 14:46
        +6

        I wasn’t expecting 15 years

        I've had my Fisher & Paykel for over 20 years.

        • Murkymerv on 18/11/2024 - 15:43
          +1

          What's the point of this JV?
          Horses for course's !

          • jv on 18/11/2024 - 15:43

            @Murkymerv:

            Horses for course's !

            That is the point…

            You get what you pay for…

            • cheekymonkey97 on 18/11/2024 - 16:17
              +9

              @jv: You realise Haier owns fisher and paykel right?

              • jv on 18/11/2024 - 16:23
                +3

                @cheekymonkey97: That was 12 years ago…

                I got my F&P way before then.

              • Allwentmarching on 18/11/2024 - 17:27
                +4

                @cheekymonkey97: I had the exact same scenario, 4 year old fridge, fisher and paykel from good guys. F&P no help, GG no help. Consumer affairs no help. So I make sure as many people as possible know the poor service I received.

        • netjock on 19/11/2024 - 09:18

          That is before F&P started sourcing from Haier

          • ihfree on 19/11/2024 - 09:45
            +1

            @netjock: Well, they are owned by Haier

            In 2012, Haier Group acquired the appliance business from New Zealand-based Fisher & Paykel,[19] and Sanyo's Southeast Asian appliance manufacturing unit.[20]

            • netjock on 19/11/2024 - 10:41

              @ihfree: Was referencing to JV F&P over 20 years ago.

      • ThithLord on 18/11/2024 - 15:00
        +4

        4 years is ridiculous. Good luck. Provide update thread if you get a result

  • geekcohen on 18/11/2024 - 14:35
    +5

    Did it possibly die due to a power surge or similar? Was it surge protected?

    • cheekymonkey97 on 18/11/2024 - 14:49
      +2

      I doubt it was a power surge, I’ve got detectors in place for my computers and servers which would’ve notified me.

      • cheekymonkey97 on 18/11/2024 - 14:50
        +1

        I’m also pretty sure the fridge is plugged into a Belkin power board with surge protection. I’ll have to double check tonight.

        • jv on 18/11/2024 - 15:45
          +7

          is plugged into a Belkin power board with surge protection.

          Maybe the powerboard died and not the fridge ????

          • EightImmortals on 18/11/2024 - 15:53
            +2

            @jv: This. I've had a few boards die over the years and the owners never think to try the appliance in a different socket to test it.

            • jv on 18/11/2024 - 16:01
              +4

              @EightImmortals: Sometimes just the overload switch needs to be reset…

              • EightImmortals on 18/11/2024 - 16:10

                @jv: Sometimes, sometimes it's just one socket that dies for some reason and the others work fine.

          • cheekymonkey97 on 18/11/2024 - 16:15
            +4

            @jv: The fridge is still ”running”, just not cooling, so definitely not a power issue.

            • jv on 18/11/2024 - 16:17
              -1

              @cheekymonkey97: Is the compressor running?

              If it is, it might be clogged evaporator coils or a stuck or broken evaporator fan…

              • cheekymonkey97 on 18/11/2024 - 16:19

                @jv: I couldn’t hear it when I checked.

                • jv on 18/11/2024 - 16:24
                  +1

                  @cheekymonkey97: Might be just a faulty thermostat?

                  • cheekymonkey97 on 18/11/2024 - 16:25
                    +1

                    @jv: I wouldn’t know where that is located. I’ll try find a service manual but regardless I don’t want to pay anything out of pocket. We are on Ozbargain after all.

                  • cashless on 18/11/2024 - 16:44
                    +4

                    @jv: jv is on the money here. Compressor running, but not cooling. Had the same problem with my 24 year old Westinghouse.
                    Replaced thermostat & all now working

                  • Toph Beifong on 19/11/2024 - 19:23

                    @jv: JV is making a lot of sense here but I am not sure whether to upvote or downvote?!

              • JIMB0 on 18/11/2024 - 19:23
                +6

                @jv:

                Is the compressor running?

                If that's the case someone better go catch it.

            • whatthecrappin on 19/11/2024 - 06:14
              +1

              @cheekymonkey97: I had the same issue last year. Refrigerant leak. I thought simple, just regas just like the car aircon. Nope - apparently it’s a write off for a fridge. I thought it would be a case of using a dye and fix the leak, but they don’t do that. Maybe I was just unlucky, as the tech appears to just replace components and not actually service them :(

      • geekcohen on 18/11/2024 - 15:39
        +2

        Detectors like a UPS? A surge might've happened but you wouldn't have known about it….. Just a thought.

    • mauricem on 19/11/2024 - 12:14
      +1

      My 10yo westinghouse made in Australia stopped cooling, worked out it was the defrost element had failed. very common thing to go. Replaced element for about $70 and all good.
      If I was buying a new fridge I'd probably spend the extra on a made in Japan Mitsubishi.

  • Drakesy on 18/11/2024 - 14:41
    +7

    i'd say ACL is on your side, 4 years for a fridge is poor. I have a Panasonic that's pushing 13 years and still going strong.

    Don't make em like they used to.

    • jv on 18/11/2024 - 14:50
      +1

      i'd say ACL is on your side

      in theory…

  • holdenmg on 18/11/2024 - 15:12
    +4

    Check out if your Insurance Contents cover covers you for the Food in the Fridge or Freezer and/or Motor Burnout.

    • ihbh on 18/11/2024 - 18:48
      +1

      Unless the excess is > $200.

  • Xyzzy on 18/11/2024 - 15:47
    +3

    My F&P has just hit 24 years!

    • battler on 18/11/2024 - 16:01
      +16

      you just jinxed it.

  • JimB on 18/11/2024 - 15:53
    +3

    Haier isn't a premium brand but would expect more than 4 years.

    I'll probably pay for the call out fee and get the quote. Then decide to pay to fix it or wait for their response.

    In both cases, I'll be requesting a refund of the call out fee and repair costs.

    I see Haier's point of view also, 2 years out of warranty however they don't know what's wrong with it. It could be a rat chewing the wiring or physical damage. Once that is ruled out, at least you could confirm the equipment was faulty from regular use/design fault and they claim ACL.

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