Don’t buy the extended Warrenty from Hirsches

When we bought our Smegg fridge from Hirsch’s in 2013, we opted to buy an extended warrenty when we bought the fridge - not a cheap option but it gave us peace of mind. In 2018, the extended warrenty is still valid, and lucky too, because the fridge started freezing all content - this was January 8, 2018. We contacted Hirsch Service department and logged a call out for the problem. Since the 8th of January 2018 until today the 16th of Feb 2018, we have about 4 technicians visit, they ordered new Thermostat probes, installed them incorrect, came and reinstalled them, and the problem still persists today - we have not use of our fridge. Hirsch won’t replace the unit, and won’t provide a loan unit until they can get this one fixed. How is one supposed to live without a fridge? The other problem I have is that I never receive feedback from Hirsch service department, I’m always the one have to call them back to find out the status. This is really frustrating. My suggestion is not to buy the extended warrenty from Hirsches, or to avoid Hirsches totally due to the lack of or unprofessional after sale service.

A timeline of the case is below.

********** 8 Case logged, Smegg fridge freezing content. ********** 8 Insatlled new thermostat, after ordering from Smegg it took 3weeks to arrive ********** 2 Hirsch rep comes out to see why still freezing, not response ********** 3 I Call Hirsch in the morning, as no one feeds back, they promise to call back in the afternoon ********** 4 09:00 after not receiving a call back, I called again and Spoke to Shaun, said he would send Smegg out in 48 hours. ********** 5 11:00 technician arrived from Linden appliances, who are apparently the Smegg authorised repairers, and said thermostat probe wasn’t inserted correctly, and corrected it. ********** 6 06:00 Problem still persists of freezing the content - two glasses of water in fridge are frozen solid ********** 6 09:00 called, spoke to Shaun the manager again, who said he would have to speak to Linden appliances and will get back to me. I asked for a loan unit or to swap fridge out, they said extended warrenty is only for repairs.