Is 4 days reasonable for a m/factrer f/f repair?

[nerval]

Hi
6 months ago I bought a Samsung American f/f, model RS21NCNS SI.from Sainsburys Kitchen Appliances online.

Sunday afternoon it broke down – fridge not working, freezer OK.
Sainsburys call centre closed so I rang Samsung.
They would not come and fix it before Wednesday (today) and were not at all interested that I’d be without a fridge till then.
Today they rang to say they’d only just got the callout and couldn’t come at “short notice” – so propose coming tomorrow.

I’d fondly imagined that f/f breakdowns would be treated with some urgency, but never had one break down before less than ten years old so don’t know what’s normal.

I’ve emailed Sainsburys and they haven’t bothered to reply, and my complaint to Samsung has fallen on deaf ears. They clearly don’t give a toss either.

Is it not reasonable to expect next day repair from a f/f manufacturer or supplier? I’m in West Yorkshire, not in the Isle of Skye.

If so, which ones?

I’ll certainly never buy anything from Sainsbury online or Samsung again.

[Martin]

Re: Is 4 days reasonable for a m/factrer f/f repair?

A sad tale indeed and yet another good reason for buying goods from a local independant supplier who can offer the goods at very reasonable prices, can deliver, install and call back to fix it ( quickly!)should it ever go wrong!

Online shopping is brilliant for many many things….but for whitegoods?…..perhaps not?……..and its all down to price (ultimately). People want cheap these days and cheap don’t come with service…..! 🙁

[Alex]

Re: Is 4 days reasonable for a m/factrer f/f repair?

Maybe the repy offered by Martin is not what the customer wants to hear. (No offence intended). However, this is the silly season.

Problem this time of the year is we are all struggling to keep up with demand, and no matter from whom purchased, or what make, every call is an effort to get to.

If the population of this country had a bit of thought and perhaps book those calls that have been niggling since the Summer, actually at the time; we would be able to help those who are in genuine need.

Now my comment sounds flippant as well, so I’m just as bad.

Alex

[nerval]

Re: Is 4 days reasonable for a m/factrer f/f repair?

Thank you both for your kind answers.
However, I still seriously do not know if in this day and age my expectations are unreasonable/unrealistic.

If there were a local retailer who offered sensible prices and knew how to mend stuff, then he would get my business every time. Those days seem to be gone though, and they simply regard you as a mug punter, charge a lot, take your money and try and pass you to the manufacturer for problems. Perhaps equipment/spares is/are too specialised now?
And also it’s often cheaper to sling stuff out and replace it. I’m old enough to remember my dad changing a kettle element!!

If the raw truth is that nobody – retailer and manufacturer alike – gives a stuff whether your fresh produce rots while they mess you about, then at least I know where I am. However, if I there are people who do give a stuff, then they will have my money, loyalty, recommendation and eternal gratitude.
Hence the question.

:rolls:

[clivejameson]

Re: Is 4 days reasonable for a m/factrer f/f repair?

nerval wrote:
If the raw truth is that nobody – retailer and manufacturer alike – gives a stuff whether your fresh produce rots while they mess you about, then at least I know where I am. However, if I there are people who do give a stuff, then they will have my money, loyalty, recommendation and eternal gratitude.

And therein is the rub…as has been pointed out, if the general public want to buy appliances cheaply then inevitably they won’t get the service they have previously been used to.
Take a look at the big sheds…there you will get the third degree effort to sell you an extended insurance because that is where there biggest profit comes from…and of course as the general public is wising up to this (the poor value of many insurances) more and more people don’t bother which leaves the large retailer with very little profit from the appliance, so it’s no wonder they show little interest in the customer once they leave the shop.
The local independant on the other hand has relatively higher overheads (inevitable on smaller scale operations) which leads to less profit still…and to compete with the big sheds they offer a more personalised and attentive service. All in all this means that the independants prices will tend to be higher, but you get the better service.
Lastly, the internet sheds have so little overheads (no high st. or out-of-town retail sites) can offer a rock bottom price but no customer service as a result.
All in all the old adage still stands i’m afraid…..’you gets what you pays for’

Off me high horse now 😆

[kwatt]

Hi Nerval,

Our answer to the problem is ISE as we know only too well that this sort of thing really annoys people. I know it’s a washing machine only at the moment, but it’s a start and we all have to start somewhere and we cannot copyright the philosophy.

Perhaps if others took some notice of what we’ve been telling them, government included… :rolls:

K.

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