Fridge water supply

[Bob]

After being abandoned by Expert Appliance Care, who have the contract for Whirlpool's warrenty repairs (long story [1] ), I'm left needing to repair the water supply tube. It's a thin plastic tube, with a 4mm internal diameter (or it is as far as I can tell). I just need to cut out a damaged section and join the ends together - the question is, what with? I've tried RS, but they've only got a push on connector that looks like it would come straight off under mains pressure, and in any case would restrict the tube to 2mm.

Could anyone suggest somewhere else to try?

Cheers

Bob

[1] Here's the long story bit...

Bought a Whirlpool side-by-side American style fridge freezer. Six months later, the condensor fan is making a racket, and I've accidentally stretched the water supply pipe - oops!

Despite promising to phone first, The repairman turns up unnanounced. No-one in. This happens twice more. Expert Appliance refuse to come out again, until I remind them that they promised to phone before arriving, and threaten to call Whirlpool. Repair man turns up, looks at appliance for 10 seconds, "You need a new condenser fan motor, mate" - I'll have to order it.

One month later, comes back, changes motor, but breaks the mounting frame and says nothing. Hasn't ordered water pipe. Fridge starts buzzing intermitantly.

Another month later, comes back. New water pipe too short.

3 more weeks, I phone and ask whats going on - the call the "engineer" and he says they sent the wrong pipe again. He'll order another.

I never hear from them again, despite phoning several times. Buzzing is getting really loud, so I take the back off and discover the condenser fan motor bracket is snapped in two. I realise it's been covered up and not just broken at some other point, because the bit that broke off has been screwed on back to front.

Phone Whirlpool to tell them that Expert Appliance are not allowed back in my house, and to get the parts to mend it myself (water pipe and new motor bracket)

Parts arrive. They're not just wrong, but bear no resemblance to anything else in my fridge at all! I mend the fan bracket by melting the broken ends together with a soldering iron. Success! Buzzing eliminated Still no way to mend the water pipe though.

Post here in desperation!

[Michael Mcneil]

(Long story cut short)

This story sounds like a post for UK legal. Get the consumer protection people involved and DON'T USE THE PHONE next time you have a complaint.

Complaints and directions should go by post RECORDED DELIVERY.

[Lurch]

On Tue, 15 Jun 2004 18:30:49 +0100, "Bob" strung together this:

That';s pretty much what the manufacturers fit anyway. They're usually fitted where the pipe comes from the fridge into the door so the door can be removed, if there's one there take it out so you can match it.

If it's the same diameter, and if your fridge has one, as the pipe to the door you should be able to buy one as a spare part for that bit then fit it to the supply pipe. The other option is to find someone who supplies the pipes used for chillers in pubs, they're the same size as some small diameter supply pipes.

[Bob Minchin]

If the RS one you are looking at is the black body with blue release collars, these will easily withstand mains pressure. (rs part no 727-092 for example) The seal is enhanced with increased pressure and is rated to 10bar

HTH

Bob

[G&M]

I think those water filter kits come with the tube you want (1/4" external). These come with a pair of special push-fit connectors which convert from

10mm to 1/4". Put these back to back with a piece of 10mm micro-bore pipe and hopefully your existing pipes will push fit in the free ends. Machine Mart do this for about £6 (called a Fridge Filter Kit).

[Andy Hall]

Why are you doing this?

Adding up the times, you had the thing for 6 months and then it was broken for about another 3.

Presumably it cost circa £1k or more, and not £200?

You can basically ignore the manufacturer's warranty period of probably a year. This is supposed to be a decent branded appliance with proper, professional backup, not something handled by semitrained monkies.

The first point is that in any equipment purchase use a credit card or credit agreement and pay it off during the interest free period. THis gives you Consumer Credit Act cover - the card company is on the hook with the RETAILER and it is the retailer with whom you have recourse - they can't fob you off to the manufacturer.

In the circumstances, I would have contacted the retailer first, and initially followed their policy if the manufacturer or a service agent is doing the work. However, I would allow an absolute maximum of 14 days for a satisfactory fix. If they can't meet that, then they either replace the appliance or refund. For something like a fridge, this is plenty long enough for them to fix any problem.

At the end of 14 days, the retailer gets a letter as well as the card company, requesting them to cancel the transaction. Both go by Special Delivery.

If you had asked the retailer when you bought the appliance whether they though that it would be faulty for 3 months out of 9 then I am sure thay would have said no. You would simply be reminding them of that.,

If the appliance was 5 years old, then fair enough, a DIY fix would perhaps be appropriate, but on something like this, I would hold the retailer to the fire for three years, warranty or not.

.andy

To email, substitute .nospam with .gl

[Alan]

In message , Bob wrote

Why not replace the whole tube?

Try Aquarium shops or garden centres selling tropical fish. The 'airline' tube that connects between the pump and airstone comes in a

4mm internal diameter size.

The same shops should have connectors to join the tube but as you say it will reduce the internal diameter. In my experience the end of the tube has to be softened in boiling water to get the tube fully over the connector end. When cool the tube is securely held. In a fridge is the join likely to become hot again?

The mini tube that is used for irrigating plants ,in hanging baskets, also appears to have an internal 4mm diameter. Larger garden centres will have connector for joining this type tube/pipe. Again the connector has a reduced internal diameter. The more expensive brands (Hozelock) have a better quality (harder) tube and the connectors screw into the end of the tube rather than just push on over serrations on the connector.

[Alan]

Sounds like the tubing used for Reverse Osmosis equipment for preparing tap water for use in Marine aquariums. All rated at mains pressure using a plastic compression connector system. It's about 1/4" external diameter. You can get couplers for it also. Try a specialist who sells Marine fish - not just tropical.

Alan.

[Dave Liquorice]

Complain to where ever you got the parts that they are incorrect and get them to supply the correct parts. You shouldn't have to pay for the return of the incorrect ones either.

Stop rolling over to these incompetent firms and get them to do what you want. Always be polite and curteous, no naughty words, avoid the use of the word "you" (to personal) use "whirlpool" or the name of the department. You want the person you are speaking to on your side, give them no reason at all to feel defensive. The problems are not their, personal, fault but that of the "system".

[Bob]

I know I could do all that, but to be honest, I just want the damn thing fixed with the least hassle. The workings of the fridge are so simple even a monkey could fix them (although not the monkey that works for Expert Appliance Care apparently). The fan is all sorted now, so all that is left is the pipe. If I could get a suitable connector, it would be repaired in minutes. Whirlpool were happy enough to send parts free of charge, but the trouble is they have sent things that are completely wrong - even the Expert Appliance guy received the same wrong water pipe as I did.

I did follow all the proper procedure initially, but it just became too much aggravation to keep chasing people up. Going further down the route you suggest will just drag things out longer. I intend to write to Whirlpool after I've fixed everything and see what they have to say for themselves.

Mal

[Bob]

I do intend to write, but in the meantime I want to get the fridge working!

Bob

[Bob]

Where it connects to the fridge is underneath, behind a load of other bits and pieces, ie really inaccessible. The easiest thing by far would be to cut out the damaged part (about 4") and join them.

Bob

[Bob]

I'expected it to conform to some kind of standard, because the first thing it connects to is the water filter. There is a coupler between two pieces of tubing half way up the back of the fridge (on it's way to the icemaker), but Whirlpool's parts department seems incapable of sending me one of those :-(

Bob

[Bob]

I've tried getting one a a spare part, but they sent me something that is almost, but not quite, entirely unlike what I wanted!

Bob

[Bob]

No - I hadn't seen those. Aren't they for air only though?

Bob

[Bob]

I know I should, but sometimes you just despair of ever getting something sorted.

Bob

[Andy Hall]

I understand your frustration

Hence the suggestion of going back to the retailer, who has the legal responsibility and cancelling the card transaction. When this is done, it normally gets the retailer's attention. You shouldn't have to keep chasing up the manufacturer and their service agent - the retailer owns the problem. As I said, I would have given them 14 days to fix and then cancel transaction and they can collect it. Then buy a new one of a different brand.

Bear in mind that if you fit "foreign parts" yourself, you will likely void the warranty and weaken your position if you wanted to pass the issue back to the retailer where it belongs.

Very little I would imagine apart from a "terribly sorry" letter from some junior person in customer service and perhaps £20 of Marks and Spencers vouchers.

Your contract of supply is with the retailer and the whole thing could have been resolved far more easily.

The manufacturer does not have a commercial relationship with you and you have no lever over them at all.

.andy

To email, substitute .nospam with .gl

[Bob]

If you'd had to deal with the retailer (Direct Electricals) I think you'd probably give up too! The person I needed to speak to was never available, and I always had to leave a message to be called back. I;d say only one in three calls got returned, and then there was a lag because they'd have to get onto Whirlpool etc etc.

Once Expert Appliance were on the job, everything had to be done directly with them.

I know what you're saying is right, but I'm so close to having a working fridge again and not having to deal with these companies that I may as well just mend the pipe (the damage is outside the fridge itself). Waiting in for people to call at a random time of day costs money (or lost holiday), and I'm not prepared to waste any more of that on it.

Bob

[Andy Hall]

I understand.

This is the so near and yet so far syndrome - having invested a lot of time and getting apparently nearer to fixing the problem, leads you to keep after it because the solution is just around the corner.....

Have you tried contacting your credit card company on this and asking them to cancel the transaction or get involved in some other way?

.andy

To email, substitute .nospam with .gl

[Bob]

Not yet, but I will if I don't get anywhere within the next few days. Thanks for all the good advice, anyway.

Bob