FAULTY FRIDGE - SECOND REVIEW

Following my complaint and your response on 31st May. My original complaint came after you had already had to replace a door, so there were issues from the beginning. I am quite sure that you referred my problem to your debt collecting department, as opposed to customer care. It began badly. The person who managed my complaint, phoned me on two or three occasions, but I was either driving or unable to pick up. Each time he left no message, so I was unable to respond. Next thing, I get a call from the store where I purchased the fridge to ask me why I hadn’t followed up with this person (whose name I have happily forgotten). He had actually phoned them to complain about me ignoring his calls! When we finally made contact, he began by advising me in a most officious manner that the conversation was being recorded. We are all used to having our conversations recorded, but perhaps not in such an intimidating way. Incidentally, he never did leave me direct contact details, so I always had to wait for him to call me. In direct contrast, the technicians who did attend were wonderful. The problem was not easily solved and it took a third spare part to fix the problem over a period of time. In the end I was so obviously upset I think they felt sorry for me. This, opposed to this “customer care” individual who I was literally begging to find me another option. The last time I spoke to him, he put the phone down on me. That was it as far as I was concerned. I never accepted any of his follow-up calls. I found him unhelpful, arrogant, taunting and a bully. I should have reported him at the time, but I had had enough. Unfortunately, I now have two further issues, both to do with the ice maker. The first issue began as soon as the other problem was fixed. The ice jammed straight after. I assumed that this was due to the fact that the ice had not been used for a while. No problem. I had to wait for my gardener who comes on Wednesdays to release the bucket for me (impossible for me to do this alone) and meantime I have an ice machine, so I managed. Since then it has jammed three times and it’s now becoming an issue. Add to that the fact that for three days following the last occasion, the icemaker was not producing ice. Then it somehow corrected itself. I don’t know why because I had not adjusted the temperature or anything else. Frankly, this fridge is not fit for purpose. I only bought it on the 13th August 2020, it was delivered on the 17th. Since then, a faulty door, three faulty levers and now two further problems with the icemaker, I have no faith in it whatsoever. Thank goodness for my trusty little Logik icemaker which runs full time these days!