Last update: 07-Dec-2013 3:12 am
Saturday, December 07, 2013
Trinidad & Tobago Guardian Online
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Problems with her fridge
Each week, the Guardian Angel column highlights complaints sent in by you, the consumer, and provides ready solutions or directs you to the appropriate resource.
Problem: Catherine La Croix-Hernandez of D’Abadie said, “In September 2012, I purchased a fridge at Standards on Queen Street, Port-of-Spain. I made a downpayment of $8,000...but I have not received proper service for the item at all. “It is a Kenmore fridge with the freezer at the bottom, silver colour. It worked for a few weeks and stopped. “When the technician checked it, it needed gas and to have the compressor checked out. So it was taken to their service centre for repairs and when it returned, it worked for a few days and stopped: water leaking on the floor and freezer door cannot open.” Ms La Croix-Hernandez said: “A technician came on October 12, and blew out the lines and greased the tracks, so I am looking to see how many days it will work.” “I went to the Consumer Affairs Division where I was advised that I still have to pay the instalment because they can put my name on Credit Chex. Also, give them the opportunity to repair the item. “It seems as though customers have to get on ridiculous or go on Ian Alleyne show to get justice in this country.”
Solution: Ms Susan Pienkos from Standards Customer Care said the company is always willing to exchange, credit or refund customers. The technician makes the decision. If the item has a manufacturer’s defect, cannot be repaired after several attempts, or the problem is an internal component (many new appliances’ systems are enclosed, which makes them difficult to repair); as long as the item is still under warranty (excluding stereos, remotes, and such items), the company will replace the item. In Ms La Croix-Hernandez’s case, when the fridge first stopped working, it was taken to Standards service centre and the unit’s compressor was gassed up. The unit did not need any repairs. When Ms La Croix-Hernandez complained about leaking water, on the second occasion, the technician discovered the unit’s temperature was set to maximum, which was causing the water to freeze and thus, prevent the freezer from opening. Ms Pienkos understands the customer’s frustration but explained that the warranty isn’t about replacing the item but about receiving service and repairs within a designated period. She promised Standards will follow up with Ms La Croix-Hernandez to ensure the unit continues to work.
Even as you’re encouraged to take the appropriate routes for addressing your complaints, the Guardian Angel is here to assist you. You can send the Guardian Angel an e-mail about your problem and what steps you took to deal with the matter. The Guardian Angel looks forward to hearing from you and bringing some relief to your problems.
E-mail her at [email protected] Please include your name, address and telephone number as we’ll need them to follow up with you. Unfortunately, owing to the volume of e-mails and limited space, it is impossible to address every complaint, no matter how worthy or acknowledge receipt of every e-mail.
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