Suppliers tuning in to customer needs: The Crusader fighting for your rights

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For Karen Harradine and her husband it was a case of getting what they had been promised after their Toshiba television, less than a year old and so still in warranty, went on the blink. The couple contacted Currys PC World which arranged a pick-up. They were told the set couldn’t be fixed and they would receive a £329 voucher. “Three weeks on it has still not come through,” Karen explained to Crusader.

Meanwhile, Jacob Loynes’s joy at finding a replacement fridge=freezer after his old one packed in was unfortunately short-lived.

The fridge part of the new one he purchased from online store Appliances Direct kept freezing while the freezer did not.

A Hotpoint engineer deemed it a write-off and issued him with a code to claim a refund from the retailer and arrange collection.

++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer and small business champion Maisha Frost on [email protected] ++

But eight weeks later, Jacob complained to Crusader saying: “We’ve had to throw away a lot of food, but we’ve seen no refund. We have had to buy another fridge-freezer and cope with a useless one cluttering up our home.”

Although Appliances Direct did not respond directly to Crusader’s request for help, the appliance has now been removed, the refund made and, says Jacob, he was offered £60 to cover food losses.

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