If it works great and you never need them, it's brilliant, but once it fails and you need help, everything goes pear shaped.
I purchased a 2.3k fridge over 6 years ago via Westinghouse (WSE6630SA). Worked a charm until the last few weeks (which coincided with the delivery of my firstborn, as these things always do I guess). It had a 'CL' error. Called up Westinghouse, they got someone out fairly quick and I paid $299 for their labour + parts and service deal. Sounded pretty straight forward.
Repairman comes. Declares fridge is dead and not fixable. Invoice is emailed and specified $165 as only service was carried out and they found a major fault (but did not specify what), so I'm owed $134 difference. I (stupidly) assume that they'll refund the difference.
Problem 1: I called them 4 times to ask for a refund of the difference. They offer me a Better Living offer as a voucher (spend over x amount and get $165 cashback) instead and deny my refund….. Better Living don't even sell fridges… wtf.
The guy on the phone even had the gall to tell me it was a better offer than a refund? Wtf. I give up after the 5th time of using their useless overseas customer service and ask for a charge back from Coles credit card services. Coles were so quick and efficient and agreed with my documentation that they did overcharge me and did an immediate temp chargeback.
Problem 2: I checked the ATO depreciation and expected life website and a fridge should last around 10 years (obviously, I understand that fridges vary in effective life but given the cost, I do have expectations it would last more than 6 years and on my invoice it even stated it was a major failure) I alerted Westinghouse of this but then they just offered me $1199 pro-rata deal on a new fridge model (WSE6630SA) which isn't even a like to like with my current one.
I could easily obtain that with a discount at a major big box retailer. I inform them of my rights, and they just keep offering me the same substandard deal despite me quoting my rights. We've contacted Fair Trading now and in the meantime, bought a new fridge.
I can't believe what I thought was a reputable company would be so frustrating to deal with. I would have at least expected Problem 1 to be easily solved because it is so clear cut. I feel for people who are in dire straights and don't have the time to deal with this so just give up but I'm determined to escalate this until the end and I know these whitegoods companies rely on people giving up. Anyways, that's just my PSA of the day. I'm sure other whitegoods companies are similar but I just can't believe how difficult they make their customer service just to make you give up.
I'm definitely going to make a complaint to the Ombudsman regarding Problem 1, I still can't believe they thought that was going to fly with any customer given the clear cut invoice.
$1.2 Odds that this will just fly