One step forward, one step backward

[hk blues]

I bought a new refrigerator just over 2 weeks ago.  After 8 days it developed a fault, an annoying hum/buzz which was louder than tolerable.  We got in touch with the store and they arranged a technician.  He didn't really do much, just said buy an AVR.  We have an AVR so I tried it for a day and it made no difference so a 2nd technician came out - the service centre owner acknowledged the issue but had no idea what the problem was but did try to avoid liability by showing the mother board was infected by ant eggs which would nullify the warranty.  I calmly explained nope...there was no evidence of ants in the area the fridge was and it was far more likely during storage etc.  We agreed to disagree.  A 3rd tech visited and said sorry, no idea but there is a problem.  In the meantime I'd been liaseing with the manufacturer's head office as well as the store.  End of day, after much toing and froing we got agreement to replace.  That's the one step forward.

Today, the store called and asked that we drop off the fridge and pick up the replacement!  Bearing in mind we'd already paid once to get it delivered.  My wife didn't protest (Filipino thing with authority I guess).  That's the one step backward.  

P.S. After a call from me they will swap the units next week at their expense.  So maybe the title should be 1.5 steps forward, 1 step backward! 

[Possum]

You are lucky. In a similar situation we only got satisfaction after filing a written complaint with DTI. Customer service and satisfaction is not a thing here for the most part. Also, there are some just strange things that happen when buying appliances. We wanted a clothes dryer and the only suitable model was the one on display at SM. Been there done that so got them to agree to sell it pretty quick. But they said they couldn't sell it at the moment because the guy that was in charge of that brand wasn't available to demonstrate it, though there were at least 10 employees standing around. In an hour he arrived and plugged it in, it spun around and heated. Demonstration over. By then I was annoyed so just for the heck of it I told him I didn't think it was spinning in the right direction. He said he would call the supplier about that but I told him that was OK I'll just turn the plug over when I get it home. He looked relieved.

 

[hk blues]

1 hour ago, Possum said:

You are lucky. In a similar situation we only got satisfaction after filing a written complaint with DTI. Customer service and satisfaction is not a thing here for the most part. Also, there are some just strange things that happen when buying appliances. We wanted a clothes dryer and the only suitable model was the one on display at SM. Been there done that so got them to agree to sell it pretty quick. But they said they couldn't sell it at the moment because the guy that was in charge of that brand wasn't available to demonstrate it, though there were at least 10 employees standing around. In an hour he arrived and plugged it in, it spun around and heated. Demonstration over. By then I was annoyed so just for the heck of it I told him I didn't think it was spinning in the right direction. He said he would call the supplier about that but I told him that was OK I'll just turn the plug over when I get it home. He looked relieved.

 

Yep...as it was already beyond the initial 7-day store guarantee period I knew we'd have some hurdles to jump but I kept up the 3-pronged attack and got there.  I also resorted to threatening a visit to DTI (not an empty threat, I would have pursued it) as well as quoting the relevant legislation. 

The whole experience just reconfirmed (for the 1000th time) how this country works and how even the little guys don't stick up for the other little guys.   

[Old55]

Hopefully you guys will get this resolved quickly. 
In our experience once we hand over the money all bets are off.

[hk blues]

2 hours ago, Old55 said:

Hopefully you guys will get this resolved quickly. 
In our experience once we hand over the money all bets are off.

Thanks!

Yes, and no.  You can forget getting any money back despite what the law says but if you're willing to persevere you will get some satisfaction as per both my and Possum's experience.