M
Maverick185415 Mar 2011 11:56Why do you want to expand it? The service comes to you, doesn’t it?
Yes, the customer service is coming to me (for the fourth time in two months! Now the device is supposed to be replaced, which means I have to change the front panels myself as well!) but the company manager said, "the device must be freely accessible from all sides!"
I called the Bauknecht customer service hotline, and they said "the s...."
Therefore, my question is if anyone has experience with this.
I called the Bauknecht customer service hotline, and they said "the s...."
Therefore, my question is if anyone has experience with this.
M
Maverick185425 Mar 2011 10:58This is not entirely correct:
1.)
You have the option to withdraw from the purchase contract or request a replacement device.
This is a legal right, not a goodwill gesture.
But the refrigerator was usable, meaning it cools and is functional as such? Or besides loss of time and vacation, do you have any other issues — in other words, besides time, any material damage (trips to IKEA, refrigerator unusable so eating out, etc.)?
If the refrigerator was or is unusable, you can claim compensation. However, everything must be documented (receipts, invoices, customer service reports).
2.)
Has the damage been reported to Bauknecht? Is it obvious damage that could only have come from this?
If yes, was there any response from Bauknecht?
3.)
With a 5-year warranty, that is already more affordable than many other appliances, just so you know.
4.)
Yes and no.
Removing and reattaching fronts = No.
The appliance is delivered without attached fronts. However, IKEA probably does this as a courtesy upon request. On the other hand, this is not a big deal and can be done with a bit of DIY skill.
Uninstalling the appliance = Yes.
The appliance does not work properly, so the manufacturer is obliged to provide a functioning device. All work related to the appliance is at the manufacturer’s expense. The customer essentially has an "all-inclusive package."
According to the law:
Source: dejure.org
1.)
....and a customer service that after two months and four visits/electricians still cannot fix the problem
You have the option to withdraw from the purchase contract or request a replacement device.
This is a legal right, not a goodwill gesture.
But the refrigerator was usable, meaning it cools and is functional as such? Or besides loss of time and vacation, do you have any other issues — in other words, besides time, any material damage (trips to IKEA, refrigerator unusable so eating out, etc.)?
If the refrigerator was or is unusable, you can claim compensation. However, everything must be documented (receipts, invoices, customer service reports).
2.)
....and the damage caused by customer service (378,- and a part that now has to be newly made by the kitchen manufacturer) does somewhat spoil the joy of the major kitchen project
Has the damage been reported to Bauknecht? Is it obvious damage that could only have come from this?
If yes, was there any response from Bauknecht?
3.)
Since a refrigerator with that capacity and price of 699,-€ is not exactly cheap,
With a 5-year warranty, that is already more affordable than many other appliances, just so you know.
4.)
In my opinion, Whirlpool customer service neither has to uninstall the refrigerator nor reattach the fronts.
Yes and no.
Removing and reattaching fronts = No.
The appliance is delivered without attached fronts. However, IKEA probably does this as a courtesy upon request. On the other hand, this is not a big deal and can be done with a bit of DIY skill.
Uninstalling the appliance = Yes.
The appliance does not work properly, so the manufacturer is obliged to provide a functioning device. All work related to the appliance is at the manufacturer’s expense. The customer essentially has an "all-inclusive package."
According to the law:
§ 437
Buyer’s rights in case of defects
If the item is defective, the buyer may, provided the conditions of the following provisions are met and unless otherwise specified,
1. request subsequent performance according to § 439,
2. withdraw from the contract according to §§ 440, 323, and 326 paragraph 5 or reduce the purchase price according to § 441, and
3. claim damages or reimbursement of futile expenses according to §§ 440, 280, 281, 283, and 311a or § 284.
Source: dejure.org
Hello Maverick,
You put a lot of effort into this, so I would like to respond.
First: “I am familiar with WUMS (exchange, replacement, defects, compensation),” and Bauknecht customer service repeatedly referred me to “the local service department, meaning in the respective state.”
1. Cancelling the purchase contract won’t help, as I have already installed the kitchen there, as mentioned.
I clearly told customer service that I want a new refrigerator, as it is my right and they had enough chances to repair it.
Customer service only reluctantly agreed, after strong insistence, to contact Bauknecht immediately. Then they left a voicemail informing me that the manufacturer plans to deliver a new appliance within 10-14 days, and that customer service would contact me immediately to schedule an appointment. This call was on March 8.
Due to the current outside temperature, I can store my items on the porch, which is cool enough but not as cold as the refrigerator, so I can still spread margarine.
2. The damage has been reported to the manager and owner of the responsible local service company. He said he would have his employee provide a sworn statement about whether or not he caused the damage, and that I should submit a cost estimate from the furniture store that installed the kitchen.
The furniture store immediately reordered the door (due to the long delivery time) and promptly sent the cost estimate to customer service with a request for cost coverage. No response came.
Since the store inevitably works with customer service on a regular basis, the caseworker called to follow up. According to her, the response was “we are in contact with the customer.”
When I happened to hear this during a call with the caseworker, I told her that I will not pay for the door and that customer service had not informed me that the technician denies responsibility.
I am now supposed to contact the furniture store as soon as I have the appointment for the new refrigerator because they want to coordinate with them. No idea what that means.
3. You are right, if the warranty/service works as it should.
4. Yep, that’s exactly how I know it too—I mean the “full package in warranty cases.”
Yesterday, I wrote an email to Bauknecht asking why the new appliance is not with customer service yet,
since at Ikea they already have them ready for pickup.
It’s unacceptable that I have to be without a device for so long when the original one was defective from the start.
I received an automatic reply saying the message will be forwarded to customer service (which one? “the local one?”).
Have a nice weekend, Leicht
You put a lot of effort into this, so I would like to respond.
First: “I am familiar with WUMS (exchange, replacement, defects, compensation),” and Bauknecht customer service repeatedly referred me to “the local service department, meaning in the respective state.”
1. Cancelling the purchase contract won’t help, as I have already installed the kitchen there, as mentioned.
I clearly told customer service that I want a new refrigerator, as it is my right and they had enough chances to repair it.
Customer service only reluctantly agreed, after strong insistence, to contact Bauknecht immediately. Then they left a voicemail informing me that the manufacturer plans to deliver a new appliance within 10-14 days, and that customer service would contact me immediately to schedule an appointment. This call was on March 8.
Due to the current outside temperature, I can store my items on the porch, which is cool enough but not as cold as the refrigerator, so I can still spread margarine.
2. The damage has been reported to the manager and owner of the responsible local service company. He said he would have his employee provide a sworn statement about whether or not he caused the damage, and that I should submit a cost estimate from the furniture store that installed the kitchen.
The furniture store immediately reordered the door (due to the long delivery time) and promptly sent the cost estimate to customer service with a request for cost coverage. No response came.
Since the store inevitably works with customer service on a regular basis, the caseworker called to follow up. According to her, the response was “we are in contact with the customer.”
When I happened to hear this during a call with the caseworker, I told her that I will not pay for the door and that customer service had not informed me that the technician denies responsibility.
I am now supposed to contact the furniture store as soon as I have the appointment for the new refrigerator because they want to coordinate with them. No idea what that means.
3. You are right, if the warranty/service works as it should.
4. Yep, that’s exactly how I know it too—I mean the “full package in warranty cases.”
Yesterday, I wrote an email to Bauknecht asking why the new appliance is not with customer service yet,
since at Ikea they already have them ready for pickup.
It’s unacceptable that I have to be without a device for so long when the original one was defective from the start.
I received an automatic reply saying the message will be forwarded to customer service (which one? “the local one?”).
Have a nice weekend, Leicht
M
Maverick18542 Apr 2011 20:37And what has happened so far?
If nothing has been resolved yet, then:
Take the unit apart and return it to IKEA’s customer service, and demand an acknowledgment of receipt. END OF STORY. Reinstall it and write a strong complaint to IKEA, making sure to request compensation. A price reduction isn’t really an option in this case. But IKEA should really put pressure on Bauknecht to prevent this from happening again.
THIS IS NOT CUSTOMER SERVICE.
Sorry, I’m getting a bit worked up here.
Have a nice weekend anyway.
If nothing has been resolved yet, then:
Take the unit apart and return it to IKEA’s customer service, and demand an acknowledgment of receipt. END OF STORY. Reinstall it and write a strong complaint to IKEA, making sure to request compensation. A price reduction isn’t really an option in this case. But IKEA should really put pressure on Bauknecht to prevent this from happening again.
THIS IS NOT CUSTOMER SERVICE.
Sorry, I’m getting a bit worked up here.
Have a nice weekend anyway.
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