Bosch Fridge Freezer issue (Comet.co.uk)

Member Name: Julie Davies

Product:	Comet.co.uk
Date:	02/02/08 (222 review reads)
Rating:

Advantages: None

Disadvantages: Plenty

I purchased a Bosch fridge freezer from Comet, Teesside Park, Stockton, Cleveland UK in approximately July 2007.

In October 2007 I noticed a very loud rattling, sound coming from the fridge freezer and the freezer continued to freeze but the fridge was warm despite being turned up to its full setting.

I contacted Comet Customer Service and an engineer called out on 30 October 2007. He said it was a known problem with the Bosch fridge freezers and was linked to the self defrost system. Apparently Bosch had created a "fix" which kept the temperature high enough to defrost ice and stop it forming and dropping onto the fan. He did not have the part and it had to be ordered.

The engineer returned on 19 November 2007 to fit the required "fix". He did not have the correct size of item and a further visit was arranged. I defrosted my fridge freezer for this visit.

The engineer returned a third time on 30 November 2007 and "fixed" the problem.

A week ago the same noise happened on Monday. I contacted Comet and explained it was the same problem. They were unable to get an engineer to me before Wednesday, the only way I can stop the noise is by leaving the fridge door open. I explained I would be working away until Friday and could they not send an emergency engineer. They advised me to defrost my freezer as this could be the problem. Apparently I am supposed to do this every two months. I was not happy with the attitude of the Customer Services representative or her supervisor. The engineer was booked to come on the following Saturday afternoon (today). I tried defrosting my freezer on Monday again, and by the end of the day on Monday the noise had stopped. I therefore cancelled the engineer.

When I asked for a replacement Fridge/Freezer I was told that I had to experience 4 separate visits with different job numbers - the above problem was all logged on the same job number - and then they may consider the possibility of replacing the item. I do not think this is a feasible way to conduct business.

The problem has recurred again, 4 days later - not two months later - and again the only way to stop the noise is to leave the fridge door open.

I have tried to contact Comet Customer Services at 5.55 pm tonight - their leaflet states a service on Saturday from 8 am to 6 pm. I received an answerphone message.

I will NEVER deal through Comet again.

Summary: Faulty Bosch fridge freezer and disgusting after sales and problem solving