I want a Replacement, not a Repair

We bought a new fridge freezer back in April from a well known high-street store. The make of the fridge is a good brand and for a few months it worked a breeze. Then around July we started getting problems with it not staying cool. We tried everything we could and in the end I called up the makers to see if I could get a replacement.

Anyone who has ever tried this knows what happened next. Due to law the manufacturer must provide a service of repair or replacement. However, this is at their choice, not the customers. I wanted a replacement, but they insisted on sending someone out to repair it. Meanwhile, my 'big shop' was rotting away. Luckily I was able to transfer some of the food to my inlaw's fridge. It took around 2 weeks before a repairman could come out. He then said he had to order a part which would take another week. In the end, it got repaired. But the repairman stated that he wasn't sure if it was the problem, but seemed to have fixed it at the time (oh great).

Well, yesterday it happened again. So this morning I have phoned up the maker again. Again, they insist on a repair. I told them, that I have already had a repairman out and its broke. I know what will happen. They will always repair until warrentee runs out, then....they will tell me it needs replacing at my expence.

Well, the fight continues tonight by calling up the retail store to arrange a replacement as apparently the maker doesn't arrange replacements, only repairs.

I ask you one question, what ever happened to customer service? Surely it should be the customers choice for a repair or replacement, not the company. Why are they always isist on repair over replace? Don't they know that if i ever need another fridge i won't buy one from them ever again because of this experience? While If i had received a replacement that worked, I would consider buying one from them again.

Tags: Customer service Repair Replace Fridge Returns