Fridge Died outside of Warranty, What Are My Options?

cheekymonkey97 on 18/11/2024 - 14:20
Last edited 18/11/2024 - 21:37 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.

Electrical & Electronics Haier Refrigerator

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Comments

  • askbargain on 18/11/2024 - 14:26
    +2

    Did you buy Haier and expect a lasting product?

    • theHMASfriendship on 18/11/2024 - 14:27
      +19

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

      • ihfree on 18/11/2024 - 14:30
        +4

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

    • cheekymonkey97 on 18/11/2024 - 14:28
      +4

      Yes, I expected more than 4 years.

      • jv on 18/11/2024 - 14:29
        +5

        ACL then

        • theHMASfriendship on 18/11/2024 - 14:33
          +4

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

  • ihfree on 18/11/2024 - 14:28

    Try contacting the seller rather than the manufacturer

    • cheekymonkey97 on 18/11/2024 - 14:28
      +2

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

        • freefall101 on 18/11/2024 - 16:00
          +8

          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
            +1

            @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.

      • ihfree on 18/11/2024 - 14:33
        +9

        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
          +1

          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.

      • solidussnake on 18/11/2024 - 19:30
        +1

        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
      +2

      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

        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
    +3

    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

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

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

        More like $60 if NSW.

      • picklewizard on 18/11/2024 - 16:18
        +2

        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

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

  • jv on 18/11/2024 - 14:28
    -2

    What Are My Options?

    • Repair
    • Buy new
    • Buy refurb
  • JimB on 18/11/2024 - 14:29

    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
      +1

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

      • jv on 18/11/2024 - 14:46
        +4

        I wasn’t expecting 15 years

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

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

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

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

            @Murkymerv:

            Horses for course's !

            That is the point…

            You get what you pay for…

            • cheekymonkey97 on 18/11/2024 - 16:17
              +1

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

              • jv on 18/11/2024 - 16:23
                +2

                @cheekymonkey97: That was 12 years ago…

                I got my F&P way before then.

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

                @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.

      • ThithLord on 18/11/2024 - 15:00
        +1

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

  • geekcohen on 18/11/2024 - 14:35
    +4

    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
          +4

          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
              +3

              @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

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

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

              @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

                  @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
                    +3

                    @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

              • JIMB0 on 18/11/2024 - 19:23
                +2

                @jv:

                Is the compressor running?

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

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

              @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.

  • Drakesy on 18/11/2024 - 14:41
    +2

    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

      Unless the excess is > $200.

  • Xyzzy on 18/11/2024 - 15:47
    +1

    My F&P has just hit 24 years!

    • battler on 18/11/2024 - 16:01
      +8

      you just jinxed it.

  • JimB on 18/11/2024 - 15:53
    +2

    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.

    • cheekymonkey97 on 18/11/2024 - 16:24

      That’s a fair shout from their point of view. I’ll wait for them to get back to me and take it from there. Worst case scenario I’ll just pay for everything and take them to small claims/ tribunal because we can’t afford to not have a fridge while they screw us around for weeks.

  • apu on 18/11/2024 - 16:44
    +1

    This could mean the difference between brand names (maybe more established brands vs newer brands) - no so much long the product last (but that's a relevant question) but how they want to support you after the warranty ends. Good luck and be interested to see how it goes.

  • valuer on 18/11/2024 - 17:14
    +1

    Chill

  • JimmyF on 18/11/2024 - 17:26

    Fridge Died outside of Warranty, What Are My Options?

    • Pay for a repair

    • Buy a new fridge

    • Post on ozbargain to complain expecting fridge to magically work again.

    • Call Haier to complain and see what they'll do for you under your ACL rights. But if they are not willing to do much up front, then not much you can do but keep jumping up and down while living without a fridge.

    • cheekymonkey97 on 18/11/2024 - 17:33
      +1

      Giving up is what they depend on. I’ll go a year without my fridge before I call it quits and let them win. I’m a stubborn (profanity).

      • JimmyF on 18/11/2024 - 18:32

        Then you have your answer, fight them! But as I said, you have to choose if you do this without a fridge or not.

      • Edeena on 18/11/2024 - 19:38
        +4

        I've had my $1300 4 years old fridge fixed by LG for free under ACL last year. LG even said I could also claim food spoilage reimbursement but I didn't bother as they required receipts. Expensive appliances over $1000 should last at least 5 years in general. This is why they usually sell you extended warranty for extra 3 years (5 years total including manufacturer's warranty).

        However, you need to keep repeating the consumer guarantees which you think apply for your situation and ask to make a claim under ACL. They will keep saying it's out of warranty, but tell them yes I know that but I'm talking about ACL here not warranty. Also quote what's in the manufacturer's warranty terms on their website if they pretended to not know what you're talking about. They always have that, for example Haier (is that your fridge's brand?) https://www.haier.com.au/help-and-support/warranty-informati…

        This part "This Warranty is an extra benefit and does not affect your legal rights.

        Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. "

        I had the same cooling issue with my fridge last year and everything was free no call out charge, nothing. The issue was not the compressor, it was a faulty control board. The tech replaced that and been working fine since then.

  • Dlw on 18/11/2024 - 17:32

    Could be the compressor. My 6 yo Lg stopped cooling and it was the compressor. Compressor had a 10 year warranty while everything else was the standard short years.

  • Edeena on 18/11/2024 - 17:40
    +3

    You need to be more specific about the problems and then quoting the related ACL terms. Google your fridge model and see if anyone has the same issue (common manufacturing fault). Can't just say hey my fridge just died, it's only 4 years old, fix under ACL please. Need to show them you know what you're talking about. Be firm and try again with another person if this one won't budge. Contact the social media team if there's one, they are usually easier to talk to.

  • benstella on 18/11/2024 - 17:52

    My friend's high-end Samsung refrigerator recently malfunctioned, unfortunately, after the standard warranty period had expired. He had purchased an additional year of warranty coverage, bringing the total warranty period to three years.

    Despite paying a call-out fee, the repair technician diagnosed the issue as a faulty cooling system and a malfunctioning ice dispenser. The estimated repair cost, including the call-out fee, was a significant $800, and the repair wouldn't be covered by any warranty. Compressor is the one part that is covered under 10 year warranty.

    After a month of waiting for a response from both JB Hi-Fi and Samsung, he decided to purchase a new refrigerator. The old one is currently sitting in the garage, awaiting a resolution from the respective companies.

  • Hybroid on 18/11/2024 - 17:55
    +1

    Told them no I don't want to book the service call and that I will get this repaired under warranty for free.

    No, you won't. Warranty and guarantee are NOT the same thing. They'll specifically pawn you off if you use 'warranty' since it no longer applies. You should be claiming under consumer guarantee and using that word specifically. Yes it makes a difference.

    • jv on 18/11/2024 - 18:28

      You should be claiming under consumer guarantee

      How ?

  • subroc on 18/11/2024 - 19:19
    -8

    Don't you know the warranty period going in and make your purchasing decision with that information? I don't see how you can just arbitrarily decided it should be 4 years and they should honor that.

    • subroc on 18/11/2024 - 21:38

      OK, I guess from the downvotes I'm wrong, which I'm happy to accept. Can someone tell me why though?

      • rumblytangara on 18/11/2024 - 23:27
        +1

        Did you read any of this thread at all before posting that? Do you know what people are talking about when they refer to ACL?

      • Assburg on 19/11/2024 - 03:02
        +1

        Consumer products have a statutory guarantee under Australia consumer law (it's set out in a schedule in another act, but that's not relevant unless you want to go and do research, it's law nonetheless.

        In essence, products sold by businesses, to consumers, must come with a guarantee that the product is of good quality. It has nothing to do with the warranty on the product, decided by the company, but allows the court or tribunal to consider all the aspects of a purchase if someone pursues an issue.

        E.g., if I bought a $600 Dyson airwrap with a 2 year warranty, and used it once every week or so for 2.5 years, then it broke… You're out of warranty but you've got a pretty strong case for your guarantee being upheld, because it's in no specific terms.

  • HardQuiz on 18/11/2024 - 21:35

    I hope the OP keeps us updated.

    • cheekymonkey97 on 18/11/2024 - 21:37
      +3

      I am, already added the first update. Will keep adding as things develop.

      • JIMB0 on 19/11/2024 - 05:42

        If you win at the tribunal make sure to turn to them and say "suffer in your jox".

  • bewade on 18/11/2024 - 22:36

    My Aussie made Westinghouse is 13 years old, paid $1600 never had a problem.

    • snapper17 on 19/11/2024 - 05:01
      +1

      they dont make them in australia anymore so you dont have much choice anymore.

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