Beko fridge freezer owners overwhelm phone linesBeko recall helpline and website struggle to cope
07 July 2011
Concerned Beko fridge freezer owners have been struggling to contact the company following a warning that up to 500,000 of its fridge freezer models could pose a fire risk.
Beko has been flooded with calls to a customer helpline, following an urgent safety warning issued by the London Fire Brigade (LFB) on Tuesday - after it emerged that certain Beko fridge freezers had been linked to 20 fires, involving 15 injuries and one death, in London since 2008.
Frustrated customers are complaining of long call waiting times, being cut off and being unable to access the Beko website. The company says it has increased its call centre capacity by 20 times, and will be remaining open on Saturday and Sunday.
Our Beko fridge freezer fire risk Q&A lists full details of the affected Beko fridge freezer models, and what steps you need to take.
Beko fridge freezer recall frustration
Beko is asking all fridge freezer owners to check their fridge freezer model number and contact the company directly to arrange for a repairer to visit and make a free modification to the timer if they have one of the affected appliances.
But scores of Beko fridge freezer owners have been sharing frustrating experiences on Which? Conversation.
- Annie82 said: 'I have trie[d] the phone line with no success – you can't even get into a queue. I did email them yesterday, but again I've had no response. Given the risks involved, it's pretty poor handling of the situation.'
- Heather said: 'I have tried phoning Beko 30 times today and all I get is a recorded message. My appliance is listed as one to contact them. What should I do now?'
- Kate commented: 'I have an affected model however trying to get through on their helpline is a joke!!! IMPOSSIBLE'
Some customers posting their experiences did get through to speak with a Beko advisor - eventually.
- Tessabee advised: 'be (very) patient, keep trying and don't give up! When I spoke to someone they told me the reason that you get disconnected when you call is that the system can only handle 200 calls on hold so anyone calling after that will be cut off.'
- Dean said: 'I finally got to speak to someone after 58 minutes. The woman on the other end was lovely, she took my details and arranged for an engineer to call on the 19th.'
We want to hear from you if you're a Beko customer - tell us your story on Which? Conversation. Beko says it has now spoken directly with 'tens of thousands' of consumers and has increased its capacity to carry out fridge freezer modifications by five times.
Which? has been in regular contact with Beko, passing on our concerns and those of Beko fridge freezer owners.
Which? editor Martyn Hocking says: 'Beko fridge freezer owners are understandably concerned, without the added frustration of having to make repeated calls to no avail, or hang on the end of a phone line.
'If you're struggling to get through to Beko over the phone, as a first step it's worth going online to check your model and serial number - see the full list we've put together in our Beko fridge freezer Q&A on Which.co.uk, or try the Beko website.
'Beko has also now extended the opening times of its customer service centre and will also be answering calls over the weekend, so this should hopefully alleviate the backlog of phone queries.'
Call Beko's helpline on 0800 009 4837 between 7am and 11pm, Monday to Friday, with your queries, or visit the Beko website, where you can enter your model and serial number to check online whether your fridge freezer is affected.
Which? independently tests fridges, freezers and fridge freezers. Do you have a faulty Beko fridge freezer? Share your experiences with us on Which? Conversation.
Lec fridge freezer safety alert
The discontinued white Lec TF2304W, manufactured between January 2004 and October 2006, features the same faulty defrost timer as the affected Beko models. Owners are being urged to contact Lec to arrange for a repairer to carry out a free modification.
You can call Lec's parent company GDHA on 0800 110 5728 (between 8am and 6pm, Monday to Friday).