One of the conditions of our offer of $1000 is that it's a brand new warranty starting from zero. 

"...a higher price fridge should last longer than a cheap fridge..."

Not entirely sure that I agree with that comment. I depends what makes up the price difference in the first place ... *could* be additional reliability ... *could* be additional features/functionality

networkn:

 

mattwnz: It is amazing how many people still don't understand the CGA. And here I thought that a18 year life out of my last fridge want that good, considering the previous was 25 years old. Suggest you get a copy of the consumer magazine's article they did several years ago, which specifies hopw long an appliance should last. I recall for fridges it is a long time and they should last a long time because decent ones aren't cheap, and we don't want our landfills filling up with them. Also the value of a fridge has some relevance as a higher price fridge should last longer than a cheap fridge. If it went to the DT it can be a bit of a Gamble depending on who is adjudicating it.

 

 

 

I pretty much know that my fridge should last 15 Years+. I am comfortable about it. The issue is, like you say, on a bad day you get an adjudicator who sees things slightly differently and you can lose big, though it's hard to see in this case given they can't even give me parts if I want to replace them. I just don't want another protracted fight. I think $1000 is reasonable, it's probably $1000 more than they would get in a ruling. I thought with an offer like that they would just jump at it. 

 

My issue with this particular crowd is the dodgy way they have gone about it. It makes the fairness warrior in me get annoyed. First it was an installation issue, then it was an out of warranty issue, then it's we can't get parts issue with an offer of $2200, then it's $1900, then it's $1200. They know they are responsible but are trying to squeeze as much as they can out of it. 

 

Certainly seems like they were trying to weasel out of it rather than just fronting up to it.

Seems like you are not prepared to risk naming the brand? I would have thought you could has you have stated the facts which should be safe?

kryptonjohn:

 

networkn:

 

mattwnz: It is amazing how many people still don't understand the CGA. And here I thought that a18 year life out of my last fridge want that good, considering the previous was 25 years old. Suggest you get a copy of the consumer magazine's article they did several years ago, which specifies hopw long an appliance should last. I recall for fridges it is a long time and they should last a long time because decent ones aren't cheap, and we don't want our landfills filling up with them. Also the value of a fridge has some relevance as a higher price fridge should last longer than a cheap fridge. If it went to the DT it can be a bit of a Gamble depending on who is adjudicating it.

 

 

 

I pretty much know that my fridge should last 15 Years+. I am comfortable about it. The issue is, like you say, on a bad day you get an adjudicator who sees things slightly differently and you can lose big, though it's hard to see in this case given they can't even give me parts if I want to replace them. I just don't want another protracted fight. I think $1000 is reasonable, it's probably $1000 more than they would get in a ruling. I thought with an offer like that they would just jump at it. 

 

My issue with this particular crowd is the dodgy way they have gone about it. It makes the fairness warrior in me get annoyed. First it was an installation issue, then it was an out of warranty issue, then it's we can't get parts issue with an offer of $2200, then it's $1900, then it's $1200. They know they are responsible but are trying to squeeze as much as they can out of it. 

 

 

Certainly seems like they were trying to weasel out of it rather than just fronting up to it.

 

Seems like you are not prepared to risk naming the brand? I would have thought you could has you have stated the facts which should be safe?

 

I will eventually name them either for the good or bad. They are a well-known brand. I think naming them at this stage wouldn't really add anything to the conversation or change anything about the outcome. 

networkn:

 

I will eventually name them either for the good or bad. They are a well-known brand. I think naming them at this stage wouldn't really add anything to the conversation or change anything about the outcome. 

 

Fair enough. We'd be interested as it sounds like it could be one to avoid.

We have enjoyed the fridge, and the new one is pretty much identical which suits us. In reality though, if we were given a refund instead of replacement, or were buying one, we would probably pick one of the smart fridges with the cameras inside and the you can scan barcodes and best by dates to get a screen on the fridge that tells you what stuff expires next.

kiwi_64:

 

"...a higher price fridge should last longer than a cheap fridge..."

 

Not entirely sure that I agree with that comment. I depends what makes up the price difference in the first place ... *could* be additional reliability ... *could* be additional features/functionality

 

My thoughts also.....   the higher the price, usually more parts that can go wrong with it. 

Our little fridge has been going rock solid for probably 10+ years, and it was cheap. We are looking to upgrade it, but purely to a larger capacity unit, not because of any running issues.

Keep in mind as well, you may pay top dollar for the final product, but the parts are usually pretty cheap....

kiwi_64:

"...a higher price fridge should last longer than a cheap fridge..."

Not entirely sure that I agree with that comment. I depends what makes up the price difference in the first place ... *could* be additional reliability ... *could* be additional features/functionality

Dear <insert company here>

Thanks for your offer.  I would just like to point out a couple of issues.

1) The fridge was installed by your agent acting on behalf of your company.  They should know how to do this, as this fault seems to be from the install (meaning a fault your agent has created) then I expect the repair/replacement should be at zero cost.  I am also happy with a refund for xxx

2) As per the CGA you should pairs available for repair for a "reasonable" amount of time, as per the consumer website a fridge should last from 10 - 15+ years so I would expect you to have parts for this long.

3) Following up on my emails, I am happy to pay $1000 for the new fridge (installed correctly by your agent at your cost with a new warranty).  <-- Use this if you are still feeling nice.

4) As a fault has been found I also expect a refund of the $80 fee you charged.  I am happy to take this off the $1000 cost of the new fridge meaning a payment of $920 can be made to you.

If you are not happy with the above I am happy for you to contact me on xxx xxxx xxx otherwise please supply me with your address for service and the correct person the papers should be address too.

Many thanks

xxx xxx

*********************

Clean it up a bit and send it off :)

So as I expected, after pushback from me, Electrolux have agreed to take the $1000 offer. Delivery and Installation included so there can be no claim of installation issues later. 

10 days ETA. I am happyish with outcome though it's disappointing that they did not do a better job of the process. I could see a lot of people potentially being stiffed by their tactics if they were less well informed or not as assertive. 

Well done, sir!

Just once I want a company to exceed my expectations on something like this and not make me have to wave a stick to get it sorted. 

networkn:

 

Just once I want a company to exceed my expectations on something like this and not make me have to wave a stick to get it sorted. 

 

I have had this experience with both The Warehouse and JBHiFi. TWH was the better experience - rang them up and told them the 65" TV was too big so they sent out a courier and retrieved it and ordered me the 55" model.

Had a very cheap 48" TV from JBHifi that went dead after 2 years. This time I did have to cart it back myself and they repaired it so was without the TV for a few weeks but back it came and has been running fine for a couple more years since then.

I would pay the $1200 and ask to get it treated as a new pruchase(ie not a warranty replacement that won't quality for any future warranty claims)

mattwnz: It is amazing how many people still don't understand the CGA. And here I thought that a18 year life out of my last fridge want that good, considering the previous was 25 years old. I would expect new ones to be more reliable than old ones. Suggest you get a copy of the consumer magazine's article they did several years ago, which specifies hopw long an appliance should last. I recall for fridges it is a long time and they should last a long time because decent ones aren't cheap, and we don't want our landfills filling up with them. Also the value of a fridge has some relevance as a higher price fridge should last longer than a cheap fridge. If it went to the DT it can be a bit of a Gamble depending on who is adjudicating it.

Fridges are becoming less reliable if anything, as they have extra components and features.   The defrost element on ours requires replacing every 3 years. It is almost like clockwork the failure time on this. 

In the old days, fridges did on have this part.