How Thermocool sold me a bad freezer

On the June 15, 2013 I had called a sales representative of Thermocool, Chika, with whom I had been in discussion a few weeks before about the prices of chest freezers. She works at their office located along the Oshodi/Apapa Expressway close to Iyana Isolo. Eventually, I settled for a CCF 219T silver coloured chest freezer.

“I will send you my account number,” said Chika, “so that you can pay the money in and the driver will deliver it to you on Monday.”

“Ok,” I said.

I wasn’t comfortable with that arrangement and so called her back. “Hello Chika, I will prefer to pay on delivery. Is that ok?”

“Ok, I will prepare the invoice and send the freezer down with the driver on Tuesday.”

And so the deal was sealed and the freezer was delivered to my home on Tuesday, June 18.

“Don’t plug the freezer to any power source until after six hours,” the delivery man told me. “This is to allow the compressor settle down a bit.”

“There’s no problem. I won’t even power the freezer until I get a stabiliser for it,” I replied.

And so, I didn’t put the freezer on until two days after I had bought a stabiliser. When I powered it, the freezer came on quite alright and there was this sign on the digital display: “εε”. According to the manual, I am supposed to set the temperature with the buttons on the display panel but these buttons failed to respond. I called Chika to lodge my complaint. She told me she would call me in the morning when she would be in the office so that I could explain better to the technician.

And so next day, Friday, I called her in the morning. She told me the technician was not yet in the office. She later returned my call at 11am and I spoke with the technician, Taiwo. He told me what to do. “Press the down and upper button together,” he told me. I did so as soon as I returned home that afternoon. I did exactly what he told me, but the freezer was only cooling, not freezing. Taiwo came to the house to fix it. Still, the freezer was not freezing. I called Taiwo who told me I had to bring the freezer to their office. “I don’t have a big car to carry it I told him.” I called Chika again to tell her the freezer wasn’t working properly and what Taiwo told me. She told me she would send the same driver who did the delivery to pick up the freezer back to their office.

Last week Friday, the driver was at my place in the morning to pick it up. He called me later and told me he had delivered the freezer to their workshop. He said he would let me know when it was ready. He called me on Tuesday that freezer was ready and that he would bring it. When he returned the freezer, I was angry at the poor state it was returned. There were two major dents on it and the entire freezer was dirty looking. It was unbelievable that a week-old new freezer was badly handled. I was furious and told the delivery man to take it back to their office. I followed him in my car.

When we got to PZ office, the customer service manager told us it wasn’t a major fault and as such they cannot change the freezer. I was appalled by his remark. How can a freezer that is cooling and not freezing not have a major fault? What is the purpose of a freezer if it is not freezing? I wasn’t expecting Thermocool to tell me it would fix the freezer which I purchased newly from them when it had a factory problem, in the first place. I agreed for it to be fixed even though I was expecting an outright replacement. As if that wasn’t enough, the freezer was returned with dents all over it. I asked the customer care for a replacement and he refused saying it wasn’t a major fault. The purpose of purchasing a freezer directly from the manufacturer, PZ, is defeated and I am surprised that PZ is treating me this way. If I had purchased the freezer from a dealer, what would have happened? Does that mean I would have been treated worse than this? I demand a replacement of my freezer from PZ. It is important that they learn to treat their customers right!

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