Question about Liebherr KES4260 Refrigerator

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Fridge Freezing Food

Dear Mirry

Your email was incredibly helpful to read! I have exactly the same problem with my Liebherr fridge but I am having a nightmare with Liebherr UK division who are refusing to acknowldge there is any manufacturing fault.

When they admitted to the problem - did they acknowledge it in writing? If there is anything you can post on the internet or send me by email (eg a letter reference number) I would be extremely grateful!

Best wishes

Justine

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Hi Justine,

When I phoned them they were incredibly unhelpful over the phone, so I got a bit cross and asked for their managers details and then wrote the following letter to them. Once I did this I had a response and a serviceman out within 24hrs who told me that they had had problems with the old condensers. He replaced it free of charge. Unfortunately they did not put anything in writing to acknowledge the problem, but me putting it in writing seemed to have made all the difference. I also included a printout of the page from the internet site which described the same problem with my letter. I have pasted a copy of my letter as below. I really hope it helps as since we have had it replaced we have had no problems whatsoever with it. You could try including the printout of my problem and response saying that the Australian distributer (address as below) have acknowledged the problem existed and see how you go with that Good luck! Miranda.

ANDI-CO Australia Pty Ltd
1 Stamford Road
Oakleigh
VIC 3166

Dear Mr Carlin,

We are writing to you in regard to our Liebherr refrigerator. We purchased the refrigerator from Camberwell Electrics in March 2005.

Over the last month our refrigerator has been freezing all the items placed inside it, and there has been ice forming on the back panel of the fridge. We have raised the temperature of the fridge to the maximum, and cleaned out the ice on several occasions, but nothing has fixed the problem. When we contacted your company we were informed that the fridge is now out of warranty and we would have to seek to have it repaired through a service agent. We also looked on the net to see if anyone else had experienced or had a suggested solution to this problem, and were horrified to discover that many other of Liebherr customers have experienced exactly the same problem, and more alarmingly some had failed to fix it despite replacing certain parts.

As you know there is a considerable expense incurred in purchasing the fridge. We made the decision to purchase the Liebherr products above other brands in the belief that we were buying a superior, higher quality item. We are therefore extremely disappointed to not only have it develop a problem so soon after the warranty expired, which we do understand can happen, but to then discover that this is clearly not an unusual problem with these fridges. Consequently we feel that Liebherr has a duty of care to it’s customers to rectify what is clearly a design fault with their product. Our previous fridge (a Whirlpool) lasted well over 10 years and we got rid of it as we wanted to increase our fridge capacity. It was still in good working order when we replaced it. We are now very concerned over the quality of the Liebherr range, as we have also purchased a Liebherr biofresh/freezer, freestanding freezer and wine fridge. We have been good customers of both Liebherr and Andi-Co (having also bought our AEG Dishwasher through you). We have also directed friends towards your group, as much for the products as for the excellent after sales Customer Service we have experienced with your company.

We are reluctant to incur more expense attempting to fix this problem with an outside agent, and we feel very strongly that where a problem with the product can be identified that the onus is on the manufacturer or their agent to investigate and rectify it. We have included just one of several printouts from the internet relating to this issue.

We trust that you will give this matter your due consideration. We look forwards to hearing from you.

Yours faithfully


Dr Miranda Lewis

Posted on Dec 22, 2008

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