Help Claiming Guarantee on a Commercial Fridge

kongkee on 29/05/2025 - 12:17

Hi,

I bought a commercial fridge in 2021 for $4,000 AUD. The fridge stopped working last month and we called in support. Paid $250 for call out fee.

Tech had a look and said the fridge is in good condition and would put in the good word for me. I've always followed the manual and did proper maintenance. Tech said it's the coolant leakage that's why it won't cool down.

Tech sent the report to office and they came back to me and offerred partial cover of the part that they need to replace. I'd still be out of pocket for about $1200 AUD. Told them that's not good enough, I expect the fridge to last 10 years and now it's not working. I will file a complain through Australian Consumer Law/NSW Fair Trading.

Couple of back and forth, they agreed on covering 50%. Told them not good enough and came back with covering 100% of the part.

Now I only have to pay for the 2 techs that would do the reinstallation, which will cost me $379 AUD. Better than $1200 but definitely still a bit much, especially paying $250 for call out fee. All in all it would cost me about $600 to fix a $4,000 AUD that only lasted 4 years.

My question is, is this acceptable or should I push more so ask them to cover the tech fee?

Any help would be appreciated!

Thanks,
Don

General Discussion Refrigerator

Comments

  • Duckie2hh on 29/05/2025 - 12:19
    +3

    Take the win.

    • Dr Phil on 30/05/2025 - 07:52
      -2

      Whats the definition of a commercial fridge?

      Is it a walk in fridge, an extra large fridge with multiple doors, a fridge with glass doors so customers can see inside or just a label stuck on the fridge?

      But whats the written warranty on the fridge?

      Certainly coolant leaking is not wear and tear. More like a manufacturing fault.

      And $4000 is not cheap!

      Sounds like its out of warranty so probably yes, take the deal

  • eltito on 29/05/2025 - 12:24
    +2

    Entirely up to you, whether you can be bothered going to Australian Consumer Law/NSW Fair Trading and whether you need the commercial fridge fixed ASAP, but if that was me, I'd expect a $4,000 fridge to last more than what it has and would take it further.

    • kongkee on 29/05/2025 - 12:31

      That's what I was thinking too. I can wait on the fridge and would rather save money. If I was to take it further, any wording that I should be using? I've already mentioned that it should last 10 years and file a claim. Any help is appreciated.

  • Protractor on 29/05/2025 - 12:27
    +1

    Is the fridge in domestic or commercial usage, and does the purchase documentation support that?

  • oscargamer on 29/05/2025 - 12:42

    Ask for the $250 to be included in the $379.
    Then pay the $379 or $600, depending.
    Claim it on tax.
    Move on.
    Don't buy that brand next time.

  • joka on 29/05/2025 - 12:55
    -3

    This is like someone buying a Ferrari and then complaining because it needed a part replacement. Just because it costs 10 times more than a normal car, doesn't mean it will last 10 times more than a normal car.

    • cell on 29/05/2025 - 13:10
      +3

      Terrible example. It's absolutely nothing like buying a Ferrari. OP bought a commercial fridge not a cheap low end fridge for personal use

      • joka on 29/05/2025 - 13:28
        -8

        You buy a commercial fridge because its bigger, because it regulates the temperatures better hence better food safety, better efficiency, better SLA's on services, better serviceability. That is what you are paying for, not for it to last 50 years.

        • [Deactivated] on 29/05/2025 - 16:52
          +1

          So if you bought a bus or a truck you'd only expect it to last a couple of years?

          Because many fleet companies would have a huge problem with that.

          • joka on 29/05/2025 - 17:03

            @[Deactivated]: Are you saying buses and trucks don’t fail and don’t need parts replaced because they cost more than cars?

            • [Deactivated] on 29/05/2025 - 19:36

              @joka: No, I'm saying trucks and buses drive a huge number of km and are still reliable when well maintained. A complete failure of a part in a short period would be unusual and likely due to a manufacturer fault.

              But since you think Ferraris are like a commercial fridge, I'm not super surprised you don't get the reliability of commercial vehicles as an expectation.

      • kongkee on 29/05/2025 - 16:24

        Even regular fridges last longer than this. My Westinghouse is about 8 years old and never had an issue. If that fridge broke down in 4th year, I would make the same complaint.

    • 2025 on 30/05/2025 - 12:30

      Lucky tribunals and courts disagree with you. There is plenty of case law demonstrating expensive premium European cars are expected to last longer than cheaper options. And they fall under the same ACL.

  • mskeggs on 29/05/2025 - 13:06
    -1

    Are you using the fridge commercially? What was it's warranty? Are you a small business eligible for ACL?

    • umyeahokay on 30/05/2025 - 14:41

      Australian consumer law doesn't discriminate between different kinds of consumers.

      • mskeggs on 30/05/2025 - 15:03
        +1

        You will find that businesses using items for commercial production aren't covered by ACL.
        So a vacuum cleaner used once a week to clean your real estate office would be covered, but a cleaner using a vacuum everyday to clean their customers carpets will not be covered.
        Info here:
        https://www.accc.gov.au/consumers/buying-products-and-servic…

        Apologies - in this case they will be covered because the value of the fridge is below the threshold.

Login or Join to leave a comment
Login Join