Manufacturer doesn't have parts

Forums › Home Workshop DIY › Manufacturer doesn't have parts

mattwnz

20141 posts

Uber Geek

#177586 7-Aug-2015 17:56

I have two single identical vertical fridges, the same model, setup next to one another. They are setup like this link , so it looks like one big fridge, and the door of one was reversed to allow to work like this. http://mea.whirlpool.com/products/refrigeration/pigeon-pairs (it isn't this brand) . They are designed to work in pidgeon pairs, as you can also buy a freezer that also matches.
One fridge is about 4 years old, one is about 2-3 years old and both were purchased from different retailers. The problem is that one has failed, and they don't have the parts to fix it. Their solution was to replace it with the newest model, which is good. But the newest model is taller and looks different in its styling and handle. So it means it won't match the other. In a kitchen , what it looks like is very important. Obviously it is going to look very odd.

The best solution would have been for them to have the parts and fix it, and I thought under the CGA they were required to retain spare parts, which would have meant this problem wouldn't have occurred. Do people think it is reasonable for the manufacturer just to replace one of them with something that doesn't match the other half of the pair, or should they replace both, so they both match? The thing is that they only stopped selling the model around a year or two ago, and for something of this value, you would expect parts to be retained for 10 plus years. For the same reason a refund wouldn't work, as I wouldn't be able to buy a replacement that matches the other, as they don't have stock of the old model anywhere. So interested in peoples thoughts as to what is reasonable.

1 | 2 | 3

18435 posts

Uber Geek

ID Verified

Trusted

#1360809 7-Aug-2015 18:05

I feel your pain with this however I would say they only have an obligation with regards to the faulty fridge, the one that is working is fit for purpose.

mattwnz

20141 posts

Uber Geek

#1360814 7-Aug-2015 18:17

MikeB4: I feel your pain with this however I would say they only have an obligation with regards to the faulty fridge, the one that is working is fit for purpose.

I agree from a legal perspective they are possibly only required to address the faulty one. Although there are possibly breaching the CGA by not having the parts to repair it, which would prevent the problem entirely. The visual aspect is very important, so I am wondering if them not matching, would be considered a consequential loss. eg To remedy it, I would need to buy a new fridge to match, as I couldn't sell the house with two fridges that don't match.

MikeB4

18435 posts

Uber Geek

ID Verified

Trusted

#1360816 7-Aug-2015 18:20

mattwnz:
MikeB4: I feel your pain with this however I would say they only have an obligation with regards to the faulty fridge, the one that is working is fit for purpose.

I agree from a legal perspective they are possibly only required to address the faulty one. Although there are possibly breaching the CGA by not having the parts to repair it, which would prevent the problem entirely. The visual aspect is very important, so I am wondering if them not matching, would be considered a consequential loss. eg To remedy it, I would need to buy a new fridge to match, as I couldn't sell the house with two fridges that don't match.

I would approach the retailer to see if an accommodation could be reached for goodwill purposes.

mattwnz

20141 posts

Uber Geek

#1360817 7-Aug-2015 18:23

MikeB4:
mattwnz:
MikeB4: I feel your pain with this however I would say they only have an obligation with regards to the faulty fridge, the one that is working is fit for purpose.

I agree from a legal perspective they are possibly only required to address the faulty one. Although there are possibly breaching the CGA by not having the parts to repair it, which would prevent the problem entirely. The visual aspect is very important, so I am wondering if them not matching, would be considered a consequential loss. eg To remedy it, I would need to buy a new fridge to match, as I couldn't sell the house with two fridges that don't match.

I would approach the retailer to see if an accommodation could be reached for goodwill purposes.

Thanks. They have palmed me off to the manufacture, so I have been dealing with them, and they have been good. But will need to go back to the retailer I think to discuss options.

Dingbatt

6754 posts

Uber Geek

Lifetime subscriber

#1360819 7-Aug-2015 18:26

Whirlpool is an Australian brand isn't it? How hard have they actually tried to source parts, or they just saying there are none here? It is probably easier for them to replace rather than repair, which is their right under the CGA. They are not obliged to replace its pigeon pair but you may be able to suggest they do you a good deal on a new fridge to match the replacement?

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

mattwnz

20141 posts

Uber Geek

#1360824 7-Aug-2015 18:36

Dingbatt: Whirlpool is an Australian brand isn't it? How hard have they actually tried to source parts, or they just saying there are none here? It is probably easier for them to replace rather than repair, which is their right under the CGA. They are not obliged to replace its pigeon pair but you may be able to suggest they do you a good deal on a new fridge to match the replacement?

It's not that brand, just used that site as the example of what pidgeon pair fridges look like. But it is a big brand. Not sure why they don't have parts, but they think it is cheaper to just replace it than repair due to the labour required, as it is a major issue with it. I believe under the CGA when the fault is substantial, which it is in this case, it is actually the consumers right to chose between the refund, replacement or repair, and not the manufacturers. I believe it is only the manufacturers right to repair or replace, if the problem is minor, and not substantial. What fault is substantial vs minor though is subjective. But if the fridge doesn't work and can't be controlled, and there are no parts, i would regard that is pretty major, but even so I would have still been happy for it to be repaired so it matched.

SATTV

1648 posts

Uber Geek

ID Verified

#1360838 7-Aug-2015 19:05

What has failed on the fridge?

Is the manufacture / spare parts provider going to stock this part in the future.

Under the CGA the they can replace the fridge, the fact that it does not match your freezer is not their concern.

If you are that precious about it, yuo could get the fridge replaced by the supplier, buy a few freezer that matches and sell the freezer on trademe, you will loose a bit of money but at least it will look good.

You could always try a different repair company, they may have the part. You might be able to claim the bill back from the retailer.

Yes the fridge should have lasted longer, the spare parts supplier should be keeping parts for 5 - 7 years but sometimes that does not happen due to external forces and that may be why the manufacture is supplying a new fridge rather than repairing it.

I know enough to be dangerous

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

gregmcc

2147 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1360847 7-Aug-2015 19:16

The CGA may be your best weapon, I'm picking that they are putting the repair in the too hard/too expensive basket, as them to justify their position on replacement, ask for details on the failed part, costs to source it from other places vs the cost of replacement.

have a really good read of the CGA, print out the relevant sections, if it is replaced with a new model which will ruin the looks of the kitchen I think you would have a valid excuse to make a claim on consequential loss to replace the 2nd working fridge, maybe point out to them they need to factor this in to the equations on repair vs replace in order to meet their legal obligations under the CGA.

Would be interested in the brand of fridge and the fault

mattwnz

20141 posts

Uber Geek

#1360850 7-Aug-2015 19:19

SATTV: What has failed on the fridge?

Is the manufacture / spare parts provider going to stock this part in the future.

Under the CGA the they can replace the fridge, the fact that it does not match your freezer is not their concern.

If you are that precious about it, yuo could get the fridge replaced by the supplier, buy a few freezer that matches and sell the freezer on trademe, you will loose a bit of money but at least it will look good.

You could always try a different repair company, they may have the part. You might be able to claim the bill back from the retailer.

Yes the fridge should have lasted longer, the spare parts supplier should be keeping parts for 5 - 7 years but sometimes that does not happen due to external forces and that may be why the manufacture is supplying a new fridge rather than repairing it.

Thanks for your thoughts. It is the manufacturer that has confirmed no parts, so a different repair agent wouldn't help. It is the whole electrical system and circuit boards that have gone on it, including LCD display, and the new models use different parts and displays.
I think it is a fundamental that it matches, as they are sold as pigeon pairs for a reason, and it is advertised about how important thing like this match in the marketing material. So it is integral that it matches. For example if a car door has a fault and the manufacturer has to replace it, it can't just be replaced with a door of a different colour or style, even though though it may work fine and is fit for purpose as a door that opens and closes safetly. I don't think anyone would accept a door that wouldn't match.

freitasm

BDFL - Memuneh
79253 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#1360851 7-Aug-2015 19:22

Manufacturers have the rights to repair or replace. They decided replacing it with a new one. I side with the other comments that, unfortunate as it is, they have fulfilled their CGA requirements by supplying you with a brand new fridge.

gregmcc

2147 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1360853 7-Aug-2015 19:31

mattwnz:
SATTV: What has failed on the fridge?

Is the manufacture / spare parts provider going to stock this part in the future.

Under the CGA the they can replace the fridge, the fact that it does not match your freezer is not their concern.

If you are that precious about it, yuo could get the fridge replaced by the supplier, buy a few freezer that matches and sell the freezer on trademe, you will loose a bit of money but at least it will look good.

You could always try a different repair company, they may have the part. You might be able to claim the bill back from the retailer.

Yes the fridge should have lasted longer, the spare parts supplier should be keeping parts for 5 - 7 years but sometimes that does not happen due to external forces and that may be why the manufacture is supplying a new fridge rather than repairing it.

Thanks for your thoughts. It is the manufacturer that has confirmed no parts, so a different repair agent wouldn't help. It is the whole electrical system and circuit boards that have gone on it, including LCD display, and the new models use different parts and displays.
I think it is a fundamental that it matches, as they are sold as pigeon pairs for a reason, and it is advertised about how important thing like this match in the marketing material. So it is integral that it matches. For example if a car door has a fault and the manufacturer has to replace it, it can't just be replaced with a door of a different colour or style, even though though it may work fine and is fit for purpose as a door that opens and closes safetly. I don't think anyone would accept a door that wouldn't match.

Maybe time to exercise your google fu and do a search yourself and see what you can come up with

Andib

1363 posts

Uber Geek

ID Verified

Trusted

#1360854 7-Aug-2015 19:33

mattwnz:

For example if a car door has a fault and the manufacturer has to replace it, it can't just be replaced with a door of a different colour or style, even though though it may work fine and is fit for purpose as a door that opens and closes safetly. I don't think anyone would accept a door that wouldn't match.

That's comparing apples and oranges.
A better example would be the door of a car fails and they no longer make parts for that car so decide to replace it for a brand new car.

As others have said, It is dissapointing that they can't repair the fridge however they are fully within their rights to opt to replace it with a brand new fridge.

<#
.DISCLAIMER
Anything I post is my own and not the views of my past/present/future employer.
#>

gzt

17104 posts

Uber Geek

Lifetime subscriber

#1360861 7-Aug-2015 20:00

I'm guessing they don't do component level repair. One option is find someone who does and get it fixed and send/negotiate the bill with the retailer. Other option is independently source the same parts, and if you find a major with those parts then ask that they are purchased and fitted.

From retailer pov they are just going with what manufacturer has offered. Maybe a second ask with more info and offering to wait for parts could do it.

But the situation does not give confidence about the remaining fridge. It would be better for the manufacturer to understand the issue and give the retailer new model matching units at a good offer for you.

Talkiet

4792 posts

Uber Geek

Trusted

#1360876 7-Aug-2015 20:09

I've read and reread this, and I can't understand why the retailer (or even the manufacturer) should have any obligation to replace a fully working item (the other fridge) or to undertake an uneconomic repair when they can replace the broken unit and satisfy the CGA that way.

I mean, it was you that bought the two items, from different places, at different times. They weren't marketed or sold as a pair.

I see your issue as well however and it does suck - it would annoy me too - but I don't think you can make this the retailer or manufacturers responsibility.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

mattwnz

20141 posts

Uber Geek

#1360882 7-Aug-2015 20:38

gzt:

But the situation does not give confidence about the remaining fridge. .

Exactly, infact I was told the reason why the first one had failed was due to wear in the wire from opening and closing the door. This is because a wire in the hinge which powers the doors LCD display, was flexing at the pinch point in the door, and the wire sheafing had broken away, and shorted the whole thing out. So I wouldn' t be surprised if the existing one will do that eventually too over time. But you don't know whether it is a design defect or just bad luck, but it isn't the best design having the wiring in the hinge like it was. I will see what the manufacturer says, and then the retailer as I am sure we can come to some arrangement. But interesting to read peoples opinions, and I see it from both sides too.

1 | 2 | 3