Zanussi Fridge Repair

[Laguerre]

Hello,

This is re a failed fridge repair of a Zanussi fridge.

Fridge is circa 5 years old.

We went for a “FIXED PRICE REPAIR” with Zanussi:

https://www.zanussi.co.uk/support/repairs/

Max cost £135.

What happened:

• Initial repair (thermostat + re-gassed) unsuccessful
• Second visit – engineer considered unrepairable

Contacted Zanussi (part of Electrolux) first by phone to ask whether we could have a refund of the £135. Phone response was “you should get a full refund”.

Then contacted them by email to get this in writing and the response was as below:

“Morning.

Thank you for your email.

If on the rare occasion we could not repair your appliance we would not refund you the £135, however we would contribute £75 towards a replacement if that was purchased directly from us.

Kind Regards,

Naeema

Aftermarket Sales Team”

We paid for the repair of the fridge, but this was not performed successfully. Can’t we get a refund?

[electrofix]

Its in the terms and conditions which you should have read

https://www.zanussi.co.uk/overlays/fixed-price-repair-terms-and-conditions/

so your unlikely to get a refund in my opinion

Dave

[Laguerre]

Hello – yes read the terms and conditions and I believe this is the relevant clause:

“5. 2. If we deem your appliance to be beyond economical repair, we will offer you a £75 (inc. VAT) discount off a new appliance when purchased directly from us through our Contact Centre.”

This doesn’t state loss of original fee.

If you can point out any term/condition that would indicate this, please let me know.

[electrofix]

no cant see anything and you may be onto something but i am not legally trained

it says
If we deem your appliance to be beyond economical repair, we will offer you a £75 (inc. VAT) discount off a new appliance when purchased directly from us through our Contact Centre.

but does not say what happens to original fee. It does not even say they will charge you a call out

before you start make sure you print and copy these terms as i can see them making changes. You need to prove what is there when you entered the contract

Dave

[tubafan]

I’d be happy to tell them that I consider them in breach of contract as they haven’t complied with clause 4.1.1 of their terms.

4. What is included in a Fixed Price Repair [INDENT]1. The price of the Services includes the following:[/INDENT]
[INDENT=2]1.a repair of a single fault for a single domestic appliance;[/INDENT]
[INDENT=2]2.the costs of necessary labour and parts (up to a maximum of £500)[/INDENT]

The £75 discount (probably off RRP, so likely pointless) is just an extra bonus.

You could also argue with them on clause 7.4 “If your original repair fails within 3 months and we are subsequently unable to repair your product you will receive a full refund minus the original callout charge”, as they did attempt to repair it and it didn’t work (ie the original repair immediately failed). This would only get you the original call-out fee back, and they conveniently don’t tell you how much that is, so it might not be much.
🙂

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