Warranty advise

Abitar

Abitar

Abitar

Associate
Joined
5 Jan 2008
Posts
213
Location
Warrington
Hi

Im after a bit of advice regarding my rights if an item goes faulty under warranty.

I have a whirlpool washing machine that went faulty (Clean pump light came on) I followed their instructions which was to empty the machine of water which is a complete pain and clean the pump.

Anyway this seemed to work for about a week and it started again. So I reported a fault at the begining of June an engineer came 9 days later and diagnosed a faulty pump.

He didnt have the part and ordered the pump 2 week lead time. So 2 weeks later he comes and replaces the pump within a day it is faulty again with the clean pump light so I phone to get him back, they tell me an engineer cant come back until the 29th July and even then he may have to order parts again.

So I'm left without a washing machine for over 2 months. I have 3 kids and had to get time of work to be in both times the engineer visited. What rights do I have to get this machine replaced ?

What would you do ?
 
Abitar said:
Hi

Im after a bit of advice regarding my rights if an item goes faulty under warranty.

I have a whirlpool washing machine that went faulty (Clean pump light came on) I followed their instructions which was to empty the machine of water which is a complete pain and clean the pump.

Anyway this seemed to work for about a week and it started again. So I reported a fault at the begining of June an engineer came 9 days later and diagnosed a faulty pump.

He didnt have the part and ordered the pump 2 week lead time. So 2 weeks later he comes and replaces the pump within a day it is faulty again with the clean pump light so I phone to get him back, they tell me an engineer cant come back until the 29th July and even then he may have to order parts again.

So I'm left without a washing machine for over 2 months. I have 3 kids and had to get time of work to be in both times the engineer visited. What rights do I have to get this machine replaced ?

What would you do ?
Click to expand...

http://www.bbc.co.uk/blogs/theoneshow/consumer/2009/07/03/sale_of_goods_act_letter_downl.html

Something that you might be interested in.

Got it off this forum, very handy.

Also only buy Bosch or Mileie.
 
JBuk said:
demand a replacement machine or a refund
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That was going to be my next step. When I contacted them earlier and they told me they wouldn't be able to revist until the 29th they didn't seem the slightest bit bothered about the hassle this was causing me :mad:
 
How old is the appliance ??

Have you contacted the store you purchased the item from, and told them your problem ??

Who did you ring to get the service call Whirlpool or the Store ??
 
DustyMiller said:
How old is the appliance ??

Have you contacted the store you purchased the item from, and told them your problem ??

Who did you ring to get the service call Whirlpool or the Store ??
Click to expand...

I have contacted both the retailer and whirlpool. Whirlpool advised they cant get anyone back until the 29th July. The retailer have said they is nothing they can do unless whirlpool right off the machine they will then replace it, but whirlpool made no hint of that being the case when I rang.

From what I've been reading in the last hour the buck stops with the reatiler I purchased it from so Im gonna try again tomorrow.
 
A repair must take a "reasonable" amount of time. If it takes 2 weeks to order in a part them I'm quite sure it's considered reasonable. But a month cant be considered reasonable.

I would be on the phone to the head office of the shop and I would not accept anything short of a replacement/refund.
 
Abitar said:
Sorry forgot to post that I purchased the item on the 15th December 2008 its been faulty for the last month so really it was goosed within the first 6 months.
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If you reported the fault to Whirlpool within 6 months of ownership you should be able to present proof of that to the shop. Now, they can offer you a replacement, a repair or a refund at their discretion. They will probably offer a repair - they than have a "reasonable" time to repair it (commonly taken to be 28 days) after which you can step things up a gear.
 
philjohn said:
If you reported the fault to Whirlpool within 6 months of ownership you should be able to present proof of that to the shop. Now, they can offer you a replacement, a repair or a refund at their discretion. They will probably offer a repair - they than have a "reasonable" time to repair it (commonly taken to be 28 days) after which you can step things up a gear.
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They are saying the first fault logged was after 6 months even though I phoned a few weeks before and was told to self service the filter in front of the pump.

They are still giving me a hard time today waiting for a phone call back from them at the moment.
 
Finally got the retailer to agree to give me a new machine. Only took about 15 phones calls between 9.00 and 18.30 today :mad:

Why is it such hard work to get anything done by these big reatilers ? or is it just an isolated bad case ?

Thanks for the help offered by all :)
 
Abitar said:
Finally got the retailer to agree to give me a new machine. Only took about 15 phones calls between 9.00 and 18.30 today :mad:

Why is it such hard work to get anything done by these big reatilers ? or is it just an isolated bad case ?

Thanks for the help offered by all :)
Click to expand...

They make it as difficult as possible so that you'll give up and they save money. Backfires in the long term, hence why DSG group are going down the pan.
 
mattheman said:
never buy from them.
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That's who I bought it from , I've learnt my lesson there, but to their credit they are the ones who have agreed to replaced it. To quote them 'Whirlpool wouldn't play ball'. To be honest they where both useless so many failed promises to phone me back to a solution.
 
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