Posted by Heather
I registered the new fridge/freezer 7 June 2020 on Zanussi website. From the start, I had difficulty ensuring that the temperatures of the fridge and freezer were correct. It seemed that when the temperature of the fridge was +4 degrees (recommended) the freezer was - 22 degrees and when the freezer -18 degrees (recommended) the fridge was +8 degrees. I consulted the instruction manual, sought advice from the website but no success. I contacted Wickes, the installer, who I understood passed the concern to Zanussi from whom I later received an email, dated 10 October 2020 asking for feedback with a clear statement that 'we look at all feedback'.
I did not receive a reply so emailed the Customer Service Dept giving the history with the model number and serial number as the subject line. I received an automated response. Since that time, I have sent enumerable emails (all as threads) and received: (i) no response for which I resend the email, (ii) request for the model/serial number (!!), (iii) a statement that they have no information about the problem (thread of emails), (iv) emails received from The Team and several named people requesting the same information. None of the many emails have provided any method to rectify the fault. On 5 June 2021 I received an automated email asking about my experience so far! As no progress was being made and the 12-month guarantee was ending soon, I contacted Trading Standards and CAB who suggested I use Resolver. This I did but no response from Zanussi. My last personal email to Customer Service is dated 9 November 2021 - no reply to date. Having exhausted the contact with Customer Service, I hesitated to take the matter to the Ombudsman in preference to contacting the CEO at '[email protected]'first. I emailed not once but twice and no response, not even an automated response. If the senior person ignores contact, it is hardly surprising that other staff follow suit. I hope this matter will be resolved.
In brief:
1. The appliance was fitted in June 2020.
2. The problem was encountered from the time it was installed.
3. Zanussi were made aware of this within the 12-month guarantee period.
4. No attempt has been made to rectify the fault (I have suggested that a technician call to investigate).
In my opinion, the fault means that either energy/electricity is wasted because the freezer is too cold or the fridge is a potential health hazard because the temperature is above the recommended +4 degrees. As we know, under the Sale of Goods Act 1979 and subsequent Consumer Rights Act 2015 goods sold should be 'fit for purpose' and 'of satisfactory quality'. The problem remains and so far no response has been made.
