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George-Allsorts
George-Allsorts, Senior Appliance Technicial Manager
Category: Appliance
Satisfied Customers: 1448
Experience:  A whitegoods technician with 30+ years service in Domestic Appliance Service & Repair, and General Mechanical & Electrical Repair
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Hi, My KI1813F30G Neff integrated Fridge has stopped working.

Resolved Question:

Hi, My KI1813F30G Neff integrated Fridge has stopped working. (No cooling, no lights, fridge now room temperature). The fuse is OK - I've checked it with 3 working fuses. What could be the problem.
Thanks for any ideas/help. Charlie
Submitted: 2 years ago.
Category: Appliance
Expert:  George-Allsorts replied 2 years ago.
George-Allsorts :

Hello, my name is***** be patient whilst awaiting any responses as I'm not constantly available.

Can you give me the FD of the appliance which is next to the ENr

Customer:

Thanks for p[rompt response.

Customer:

The FD No is 8509.

Customer:

I gave you s K number earlier baed on identifying what i thought was the same product as mine on line. But the K number on the panel where I found the FD number says K4624X4GB/03. (Just in case that's useful).

Customer:

I can also tell you that it is a Neff integrated fridge, 1775mm deep, two drawers at the bottom if that helps identify the right one. I think we bought it about 6 years ago.

George-Allsorts :

OK thanks for that

George-Allsorts :

Im just looking at the information for your appliance.. but, firstly can you check that you atleast have power coming from the socket that this is usually plugged in to... This can be done by simply plugging in an alternative electric device

George-Allsorts :

Without the K4624X4GB/03 information you gave, we would be looking at a totally different build of appliance with completely different parts

George-Allsorts :

Hello Charlie, are you there?

Customer:

George, the fridge is wired directly into a wall socket. It has a fuse which I have checked (3 times with different fuses) in the wall socket so I know that is not an issue. It is also on a main fuse box ring which serves other devises and that fuse is in place and the other devices working. So unless the wiring has come lose between the fridge and the wall socket, I am pretty sure that is not the issue. That said, the wall socket doesn't have a light indicator so I can't be certain there isn't a wiring issue. (But it was working yesterday so unlikely a loose wire??)

George-Allsorts :

Thank you for checking that.. No wonder you were away so long with all that to type

George-Allsorts :

OK.. If you open the door to the fridge.. On the right hand side you will see the light unit, yes?

George-Allsorts :

or is it in the roof on your model

George-Allsorts :

I need to go out for a few moments and will be back shortly

Customer:

Yes, the light unit is on the right hand side.

George-Allsorts :

Hi Charlie.. You will need to find out if there is power going into the control board at the rear of the lamp unit..

Customer:

OK. Will do this but might take a while (lunch is on the same ring!)

George-Allsorts :

Oh.. of course.. sorry... Is this a rented property?

Customer:

George, I don't know how to do this.

Customer:

I have unscrewed the on/off socket. There are 6 wires: 2 black, 2 red, two earths. All 6 are wired in firmly. This socket is one of three in a row: one freezer, one microwave, one fridge. The freezer and microwave are working OK, the fridge isn't. That suggests to me that the three circuits are interconnected and there is therefore electricity to the back of the fridge socket. But you're the pro.I am thinking that to check whether the power

Customer:

beyond this I would need to run some kind of link across the black and red output wires but I am not sure I would really know what I was doing there. Any suggestions?

George-Allsorts :

2 mins

George-Allsorts :

OK... do you want me to ring you regarding this or you ring me?

George-Allsorts :

Charlie, I am on 07787182156 if you want to call me

George-Allsorts :

Do not do anything with those wires

Customer:

OK, back with you. I'll call you now. C

George-Allsorts :

All sorted now then... If you need to come back to me, please feel free..

Can I ask you to take a moment to rate my responses so far? Please use the smiley faces which you should now see. Please remember you are rating me personally.
This will close our chat but you can still come back to me if you need more help

Customer:

George,

Customer:

George, Not quite sure how to mark this. Don't want to give you a bad mark coz you did nothing wrong and were/are clearly decent and keen to help etc - and I assume you rating is vital to you. On the other hand, you didn't actually solve the (non-existent) problem or even really pointed me to it, I stumbled on it while trying to work out how to get the light assembly off. Would be v happy to pay £10 for your goodwill but suspect that the 'face' rating translates to different payment levels etc. Any guidance?

George-Allsorts :

Teh rating of one face is bad.. 5 is excellent, which is where I was heading when you found the swith.. I don't think there is any difference in payment between any rating.. as far as I know the rating is purely a rating and not linked to any payment levels

George-Allsorts :

I was actually directing you toward the light unit to get you to find out if there was any power going to the control unit that the switch is directly attached to (on the presumption that the switch was already on)...

I am glad however that I was directing you to that area otherwise you would not have found the switch was off.

Nevertheless, If you feel uncomfortable about rating my assistance then just leave it unrated.

George-Allsorts :

Notwithstanding this, I could have just instructed you that the problem is with the control board at the light section, but I didn't want to do this as this would have probably caused you to buy a replacement, but this is a diagnostic, and in diagnostics we go stage by stage to the end...

The reason for the call was due to the urgency of the fact that you were playing with the live wires behind the supply to the appliance and not to the area I had requested you to go to.

George-Allsorts :

Well, I did not deserve that.

Customer:

George,

Customer:

Sorry. I feel I have been unfair.

Customer:

But actually, the screen I see at my end implied that a score of OK or above automatically confirms the payment. My intention, as I said, was to pay 50% which seemed like an appropriate mid ground. (on the basis that I found the problem by chance). The weird thing is that I sent you a message to this effect but got no answer, other than the last entry saying you had signed off. So I assumed our connection was broken, So, after quite some time, I hit the button below OK. Then, much later, I got your response after all, and marked as if it had been made almost immediately after I asked for your guidance. So all a bit confusing.

Customer:

Anyway, I am nevertheless feeling guilty and apologise. But there just doesn't seem to be an option that caters for anything other than full payment - or am I being daft?

George-Allsorts :

I'm sorry, I do not have any idea regarding the payments system on here, we have nothing whatsoever to do with the taking of moneys or the pricing of assistance...

We engineers take our time to slowly and methodically direct customers through a staged diagnosis.. else we end-up with the posibilities of dangerous acts as with the socket wiring issue the other day..

We can not either, just say this is what is wrong you need to change it, as then it may cost you for a full component at £100 when it could have been a faulty switch on that component costing £5 for instance.

What we do and the way that we do it is for a reason and usually that reason is safety.. ie.. find out if there is power to the switch and that the board is in good condition before switching it on and having the possibility of damaging the board that it is connected to..

Customer:

Fair enough. And am still feeling guilty! So have attempted to 're-score you'. Don't know whether it will work. And happy to pay the £20 too. HNY to you George. C

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