Hello
I am writing for legal advice relating to a faulty fridge and what options I have available.
3 years ago I purchased a new kitchen from Wren on an interest free finance arrangement. Our integrated fridge has recently frosted up and then stopped working. I spoke with CDA and because I am out of my warranty they said they could send out an engineer for £100. I was reluctant to pay £100 for an engineer to tell me that it’s beyond repair, which was reflective of the recent reviews on TrustPilot. I told CDA that I would arrange my own engineer, they said I would void my warranty, which it was already out of.
I asked a local engineer to visit and he said based on the sound the unit was making there was a refrigerant leak. He said it was unrepairable. I posed this to Wren who offered me 15% discount on a new model. I then spoke to CDA again and they agreed to send an engineer out at a cost of £125, again I wasn’t willing to pay £125 for an engineer to tell me it can’t be repaired. CDA stated that if an engineer can’t repair the fridge they would offer a discounted replacement, which would essentially be negligible based on the £125 engineer cost.
I was told that because the fridge is less than three years we may have a case based on the Consumer Rights Act 2015. So I wrote an email to Wren and had the following reply:
Friday 25th August 2023
Customer Service Department
Wren Kitchens
The Nest
Falkland Way
Barton-upon-Humber
DN18 5RL
Subject: Faulty Integrated Fridge Freezer - Request for Resolution Under Consumer Rights Act 2015
ORDER NUMBER:
ACCOUNT NUMBER:
Dear Sir/Madam,
I am writing to express my disappointment and concern regarding the integrated fridge freezer that I ordered from Wren Kitchens on 30th August 2020 which was then delivered on 9th November 2020. The fridge freezer has recently experienced a significant malfunction that has left it inoperable, and I am seeking a resolution in accordance with my rights under the Consumer Rights Act 2015.
The appliance in question is a CDA integrated fridge freezer, model number: FW872/3 and serial number: 11970410020350. Despite its relatively short lifespan, I have encountered a critical issue with the appliance's functionality. The integrated fridge freezer initially began to frost excessively before subsequently losing its cooling capabilities. Despite my attempts to troubleshoot the problem using the manual, the temperature inside the unit continued to rise, rendering it incapable of adequately refrigerating or freezing.
Seeking a professional opinion, I spoke with CDA and they stated that as it was out of its warranty they would be able to send an engineer out at a cost of £100. I arranged for an alternative engineer to assess the issue. The engineer said that based on the sound of the unit, it is highly likely that there is a refrigerant leak within the unit. Regrettably, the conclusion was that the appliance is beyond economical repair.
In light of the situation, I contacted Wren Kitchens' customer service department, where I was offered a replacement fridge freezer at a discounted rate of 15%. While I appreciate the offer, I believe that a malfunction of this magnitude occurring within just under three years of purchase raises concerns about the appliance's quality and durability.
Furthermore, I reached out to the manufacturer once again, in hopes of obtaining a resolution to the issue. I was informed that an engineer visit could be arranged; however, this would come at a cost of £125, which is only two weeks after an original call and the cost has increased significantly. Given our unwillingness to invest in an engineer visit with no guaranteed resolution, this option does not seem viable.
Having investigated the issue further I have found a number of complaints on Trustpilot with very similar issues regarding this manufacturer, a similar model and Wren is specifically mentioned. This raises serious concerns about the quality and reliability of the product. As you can imagine paying a significant amount of money for an engineer to visit and then likely being told that the issue is beyond repair is not a satisfactory resolution.
Considering the aforementioned circumstances, I kindly request that Wren Kitchens address this matter in a more satisfactory manner. I believe that the Consumer Rights Act 2015 affords us the right to expect products to be of satisfactory quality, fit for purpose, and durable. Given the fridge freezer's premature malfunction and the recurring nature of these issues, I trust that Wren Kitchens will take these consumer rights seriously and work towards an amicable resolution.
I kindly request a prompt response outlining your proposed course of action to address this matter.
Thank you for your attention to this issue. I look forward to your prompt response.
Sincerely,
Wren Reply
Dear xxxxxx,
I hope you are well. I have tried to contact you today with regards to your email, however I have been unable to reach you. I apologise for calling at an inconvenient time.
I wanted to let you know that the warranty on your appliance has expired, so we are not able to replace the items under the terms of your warranty.
Having said that, I am happy to offer you to purchase the replacement items with a discounted of 20%. If you would like me to set you up a quote please let me know and I will arrange a call to take payment.
Kindest Regards,
S
Wren Kitchens
could someone advice how to move forward?
I am writing for legal advice relating to a faulty fridge and what options I have available.
3 years ago I purchased a new kitchen from Wren on an interest free finance arrangement. Our integrated fridge has recently frosted up and then stopped working. I spoke with CDA and because I am out of my warranty they said they could send out an engineer for £100. I was reluctant to pay £100 for an engineer to tell me that it’s beyond repair, which was reflective of the recent reviews on TrustPilot. I told CDA that I would arrange my own engineer, they said I would void my warranty, which it was already out of.
I asked a local engineer to visit and he said based on the sound the unit was making there was a refrigerant leak. He said it was unrepairable. I posed this to Wren who offered me 15% discount on a new model. I then spoke to CDA again and they agreed to send an engineer out at a cost of £125, again I wasn’t willing to pay £125 for an engineer to tell me it can’t be repaired. CDA stated that if an engineer can’t repair the fridge they would offer a discounted replacement, which would essentially be negligible based on the £125 engineer cost.
I was told that because the fridge is less than three years we may have a case based on the Consumer Rights Act 2015. So I wrote an email to Wren and had the following reply:
Friday 25th August 2023
Customer Service Department
Wren Kitchens
The Nest
Falkland Way
Barton-upon-Humber
DN18 5RL
Subject: Faulty Integrated Fridge Freezer - Request for Resolution Under Consumer Rights Act 2015
ORDER NUMBER:
ACCOUNT NUMBER:
Dear Sir/Madam,
I am writing to express my disappointment and concern regarding the integrated fridge freezer that I ordered from Wren Kitchens on 30th August 2020 which was then delivered on 9th November 2020. The fridge freezer has recently experienced a significant malfunction that has left it inoperable, and I am seeking a resolution in accordance with my rights under the Consumer Rights Act 2015.
The appliance in question is a CDA integrated fridge freezer, model number: FW872/3 and serial number: 11970410020350. Despite its relatively short lifespan, I have encountered a critical issue with the appliance's functionality. The integrated fridge freezer initially began to frost excessively before subsequently losing its cooling capabilities. Despite my attempts to troubleshoot the problem using the manual, the temperature inside the unit continued to rise, rendering it incapable of adequately refrigerating or freezing.
Seeking a professional opinion, I spoke with CDA and they stated that as it was out of its warranty they would be able to send an engineer out at a cost of £100. I arranged for an alternative engineer to assess the issue. The engineer said that based on the sound of the unit, it is highly likely that there is a refrigerant leak within the unit. Regrettably, the conclusion was that the appliance is beyond economical repair.
In light of the situation, I contacted Wren Kitchens' customer service department, where I was offered a replacement fridge freezer at a discounted rate of 15%. While I appreciate the offer, I believe that a malfunction of this magnitude occurring within just under three years of purchase raises concerns about the appliance's quality and durability.
Furthermore, I reached out to the manufacturer once again, in hopes of obtaining a resolution to the issue. I was informed that an engineer visit could be arranged; however, this would come at a cost of £125, which is only two weeks after an original call and the cost has increased significantly. Given our unwillingness to invest in an engineer visit with no guaranteed resolution, this option does not seem viable.
Having investigated the issue further I have found a number of complaints on Trustpilot with very similar issues regarding this manufacturer, a similar model and Wren is specifically mentioned. This raises serious concerns about the quality and reliability of the product. As you can imagine paying a significant amount of money for an engineer to visit and then likely being told that the issue is beyond repair is not a satisfactory resolution.
Considering the aforementioned circumstances, I kindly request that Wren Kitchens address this matter in a more satisfactory manner. I believe that the Consumer Rights Act 2015 affords us the right to expect products to be of satisfactory quality, fit for purpose, and durable. Given the fridge freezer's premature malfunction and the recurring nature of these issues, I trust that Wren Kitchens will take these consumer rights seriously and work towards an amicable resolution.
I kindly request a prompt response outlining your proposed course of action to address this matter.
Thank you for your attention to this issue. I look forward to your prompt response.
Sincerely,
Wren Reply
Dear xxxxxx,
I hope you are well. I have tried to contact you today with regards to your email, however I have been unable to reach you. I apologise for calling at an inconvenient time.
I wanted to let you know that the warranty on your appliance has expired, so we are not able to replace the items under the terms of your warranty.
Having said that, I am happy to offer you to purchase the replacement items with a discounted of 20%. If you would like me to set you up a quote please let me know and I will arrange a call to take payment.
Kindest Regards,
S
Wren Kitchens
could someone advice how to move forward?
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