/ Home & Energy

Have you lost faith in Beko since its fridge freezer “recall”?

Hand reaching for fridge

Beko’s handling of its fridge freezer disaster has come under lots of criticism from the people who matter – its customers. We’ve had over 300 comments about the problem, with many turning their backs on Beko.

Around 500,000 Beko fridge freezers, manufactured between 2000 and 2006, are feared to be a possible fire hazard.

For those certain that they had an affected model, it was a case of desperately trying to get through to Beko on its contact phone number (0800 009 4837 if you need it) in order to book an engineer to come out and fix the fault.

Although most have successfully scheduled an appointment, often after many attempts of ringing up their customer service team, the feeling on our previous Convo is that it hasn’t been a pleasant experience.

In fact, many have said they’re turning their backs on the brand and won’t return.

Bye-bye Beko?

John Screech tried desperately to ring Beko and after he finally got through to someone was promised they’d ring him back – three hours later he’d heard nothing:

‘If this is the best service Beko can offer I never wish to see another of their products.’

Others have already made their mind up that they won’t buy from Beko, like Sue:

‘I am appalled, not least because this experience has changed me from a reasonable human being into a demented harridan! I will never buy any of their products again.’

Kimberley talked candidly to the home appliance manufacturer:

‘Beko you have a lot to answer for here – I have bought many of your products over the years, but I can safely say that I will NEVER purchase another again.’

However, Bosch only last week issued a repair notice about a potential fire hazard on some of its dishwashers. So how did it deal with the problem? Commenter Ron had an affected Bosch dishwasher and said there was ‘no comparison’ between the painless experience he had getting it fixed, and how Beko dealt with its fridge freezer recall.

Some have already started shopping for a non-Beko replacement fridge freezer, like Craig:

‘Spent yesterday afternoon searching for new fridge freezer. Ended up spending £550 on new Bosch, money well spent for the peace of mind.’

Commenter Jane frankly sums up the strength of feeling with the following question, ‘Who in their right mind would buy Beko again after this absolute farce?’

Positive support for Beko

There’s no doubt that there’s been a huge backlash from Beko’s fridge freezer fire hazard, but commenter MartinT thinks the issue has been blown out of proportion:

‘Jeez, some of the comments here are ridiculous. Relax people, log the fault, get your fridge mended and move on with your life.’

Opinion within the industry is also positive, with the editor of Kitchens & Bathrooms News, Philippa Turrell, arguing that Beko should be proud of the way it dealt with the situation:

‘The way it reacted is testament to the hard work of all its employees. It not only increased the capacity of its call centre by 20 times, employing more staff to man the lines, but increased the capacity to modify the faulty appliance by five times. Beko certainly didn’t hide from its responsibilities.’

So are you also content with how the company has dealt with this fridge freezer problem? Or will you now move away from Beko and buy your appliances from other manufacturers?

We’re meeting with Beko next week and will be passing on your questions and concerns to the manufacturer – and I’m sure they’ll be keen to know how they can win your custom back.


Hello everyone, following our meeting with Beko here are the answers it has given us to some of your concerns.

Q. Why is it that so many Beko customers were unable to contact the company, some for several days and what has Beko done to redress the situation?

A. According to Beko, London Fire Brigade only gave a few hours notice before issuing their press release, so the manufacturer had not prepared for the unprecedented amount of customers trying to get through to its contact centre.

Beko usually deals with approximately 900 calls a day, this rose to around 330,000 (the amount usually expected in one year) in a single day. Because of the sudden demand on its call centre staff, it was only able to answer 6% of calls on this first day. Within a few days, calls being answered on the first attempt had risen to 95%, after Beko opened up another call centre.

By 5:30pm, Beko took down its UK website homepage and replaced it with the Safety Recall notice, which it left there for a couple of weeks. Again the unexpected volume of traffic to the site, caused problems which it was unprepared for, including the web page not being able to load correctly for some people.

Q. What is Beko doing to ensure all customers are being contacted when promised?

A. Of the 480,000 units that could be affected, between March and June, Beko apparently contacted approximately 288,000 owners. By Sunday 31st July it expected to have contacted the remainder of customers whose details it had. According to the manufacturer, over 90,000 modifications have either been booked or now been completed. Safety adverts went into several of last weekend’s (30th & 31st July) newspapers to inform any customers still unaware of the issue their fridge freezer may have.

Those who do not reply to Beko will have a follow up contact in case they have not seen the notice and are not aware their fridge freezer may need modifying.

Q. Beko has been in contact with customers with help from Comet but people who purchased models through Currys have had no contact. Why is this?

A. Beko told us that it had used customer information from both Comet and Currys as well as other retailers to contact owners of affected models.

Q. Has this issue been added to the European rapid alert system for dangerous products, RAPEX? If not, why?

A. The problem has been reported on RAPEX. There are only approximately 8,500 units that may have this problem in mainland Europe but there have been no reported incidences.

Q. Many have said they’ve lost the contents of the fridge freezer because they couldn’t guarantee it was safe so they switched it off. They want to know if Beko will compensate.

A. This will be addressed by Beko on a case-by-case basis.

Q. There is evidence of some models having burning around the light fitting. Is Beko aware of this and should it be a cause for worry? If this has been noticed, what should customers do?

A. Beko told us that this is to do with a door becoming slightly out of alignment and not turning out the light but can be easily fixed. Consumers may notice that the fridge isn’t quite as cold. If the door alignment is not corrected, it may cause some discolouration around the light fitting and eventually, the plastic around the light fitting may soften and deform. The problem is corrected by re-aligning the door. Beko also told us that this is not a safety issue and is completely unrelated to the defrost timer that has caused the current problems.

Q. And for those saying engineers haven’t been turning up, what can they do and why is this happening?

A. Beko believes that its engineers have offered a good level of service, but with the large number of modifications they’re doing, things may very occasionally go wrong. If they do Beko says they are very sorry and that they’d look into it, finding out what’s happened and make sure it arranges a new appointment as soon as possible. Beko told us that it really appreciates customers’ feedback and urges you to call them on 0800 009 4837 if you have any issues.

We will be following up these answers with Beko in due course, to see how the number of modifications is progressing. Do continue to let us know your experiences Beko’s customer service and repairs – and we’ll feedback to the company.


Patricia jones says:
1 August 2011

Hi,Thanks for Beko reply.Here is a update for you,inside my Beko fridge part there is a block of ice stuck to the back wall,I did not have this problem before the NEW DEFROST timer was installed,I now feel I have no choice but to scrap this Beko Fridge Freezer and buy a different make fridge freezer.
I don’t think that Bekos reply re the light casing burning out is good enough,ok even if the door was left open for a long period due to the wattage being so low on the lamp it should NOT have caused it to melt inside the housing of the lamp,sorry to say Beko but I really think there are going to be even more fires due to your inferior Product,like I have said before very poor service from beko also Comet,all they seem to be interested in is because we have had the fridge freezer 5 years we are not covered by the sale of goods act,don’t you think that a product such as a fridge freezer should last more than five years? In the past I have had other brands of electrical goods that have given me good service.

Elfrida Martin says:
1 August 2011

Hi Richard.

Many thanks for that comprehensive report.
An engineer called to check my fridge freezer at the weekend and pronounced it not in need of modification, for which I’m very grateful. However, I remain very concerned that so many machines have still not been identified or rendered safe.
RAPEX report 29 featured faulty Beko fridge freezers but designated them only as a ‘potential fire hazard’ rather than the proven fire risk they have been shown to be by the London Fire Service. Recently Staffordshire Fire and Rescue Service and the Lothian and Borders Fire Service have also had to deal with domestic fires caused by the same dangerous appliances.
I’m at a loss to understand why no sense of urgency prevails when so many remain at risk.


Ally says:
2 August 2011

Encountered many problems getting through to BEKO but finally managed via email. BEKO have failed miserably – it seems i am constantly chasing them when surely they should be proactive!!!! Despite them finally confirming my appliance is affected on 7 July, and numerous emails requesting further info, i am still waiting for an engineer to arrange to visit never mind carry out the modification. BEKO should have offered everyone affected a choice to either purchase a new applicance at reduced/cost price which would have ensured customer safety and satisfaction, and to ensure continuity of their products OR a repair/modification. Offering this choice would have also kept modifications to a level that they could reasonably deal with – unlike the current situation

Patricia jones says:
2 August 2011

Hello, I contacted Comet today to tell them that since the new defrost timer I now have a block of ice on the back wall of the fridge part,they replied saying that I should get in touch with the british gas engineer and not BEKO I replied by telling them I have no contact for the british gas engineer has he was sent by BEKO they have just replied telling me to get in touch with BEKO, I think that they really don’t know what they are doing..
Here I am left with a FROST FREE FRIDGE FREEZER with a block of ice in the fridge part which I have to keep mopping up….BE WARNED THINK TWICE BEFORE YOU BUY FROM COMET OR ANYWHERE ELSE A BEKO PRODUCT….

Patricia jones says:
2 August 2011

Since the new defrost timer was fitted I mean.


Hello patricia, i have the same big block of ice at the back of my FROST FREE fridge… ALSO MY FREEZER ISNT COLD ENOUGH TO FREEZE ICE POPS! it keeps chilled items frozen but wont even freeze an ice-cube!… just wondering if your freezer does the same? also when did you get yours? mine is approx 3yr old. I am NEVER getting another beko product!

Patricia jones says:
4 August 2011

Hello,just to update everyone,still no response from BEKO….:(

Karen drennan says:
5 August 2011

I waited one week for the engineer to visit. During that time I switched off the fridge freezer, bought a small undercounter freezer and basically lived out of a cool box for 7 days. The engineer called today, looked at the appliance and said it didn’t need modified. However, I then called the helpline and was told that the modification should still have been done. In the meantime, though, I’d already been to the shops and refilled my “decreed to be safe” fridge! The man from the help desk could give me no advice whatsoever as, in his words, I am an adult and should make my own decision on whether my fridge freezer is safe to keep on or not……. He also could not make another engineer appointment as the system was down. I’m disgusted at the level of respect Beko has shown their customers. They have terrified every owner of a Beko product and have no system in place to put their minds at ease. Their modification plan is a joke. According to the engineer who did visit, he’s modified only 60% of the 270-odd appliances he’s looked at. I will never buy anything with the name Beko again.

Patricia jones says:
7 August 2011

I am still waiting for a reply from BEKO.I will Never buy BEKO again also telling all family and friends and who ever I see in Comet..

Stephen says:
9 August 2011

I am also still waiting to hear from Beko. I have spoken to them twice previously and on each occasion have been assured that the engineers will contact me within the next week. Having not received a response I called again today to be told that:

1. The previous representatives should not have indicated a time scale;and
2. The helpline operators are unable to contact the engineers direct so can not chase up any delays.

I was given a number for the engineers who were carrying out repairs in my area and was told that it would be easier if I called them direct. The number given was unobtainable.

It does appear that the way this recall has been handled is a shambles. I appreciate that the risk of the malfunction occuring may be small but the consequences could be enormous. Beko do not seem to have factored that in to their risk assessment.

I am deeply unsatisfied that thanks to Beko I have spent the last month hoping that I will not be part of the extremely small risk group who returns home to find the fire brigade damping down the embers of my house.

Finally! says:
9 August 2011

Just thought I would let you all know that after weeks of trying to get an engineer out and after various phone calls etc I finally got an engineer out! I went on the Beko website and filled in the enquiry form directing it to customer service, I told them I had called five times, used the website etc and my details had been lost or overlooked. I also said if I did not hear from them in the next 24 hours I would be contacting trading standards and watchdog. Within 30 minutes of sending the enquiry form I had an email back asking my contact details and within another 20 minutes had a call to arrange an engineer!!

So if you are not getting any joy with the call centre, try sending an enquiry form over their website and hopefully you will receive a reply!

I’m just glad its over now and I know my ff is now safe. I still think the company did not handle the whole situation well and I will not buy another Beko again!

Elfrida Martin says:
9 August 2011

I agree entirely with your opinion of how this recall has been handled, Stephen. As to the risk posed to the public, despite my best efforts I’ve been unable to obtain a convincing risk assessment (without which decisions about the urgency of necessary action surely couldn’t have been made?).
Certainly the Senior Health Advisor of Suffolk County Council is sufficiently persuaded of the severity of the hazard as to issue this warning to all private health and care providers: ‘ any premises which may have either the Beko or Lec fridge freezers specified has a serious risk of fire’.
A friend drew my attention to this recent interview with Beko’s managing director which I add without comment because words fail me.