I bought an LG washing Machine in December 2012 from JL with 5 years extended warranty. In February 2015 there was an issue with the Washing machine which we reported to JL.
They scheduled an engineer which we had to wait 3.5 weeks for them to come out to us.
Once the engineer came out, we were told we would have to wait a further 1 week for parts and then we would receive a call to schedule a further visit for the repair.
12 days later, we still had no call from the repairs team so we contacted JL.
JL were shock to hear how the repair company had dealt with the issue, especially the waiting times, and decided to credit us the value of the washing machine for either a like for like replacement or we can add money on top and pay for another washing machine.
We took them up on the offer and after some thorough research we were confident Miele New W1 range washing Machine that Cost a minimum of £1,050, would be the right choice for us!
We had to pay an additional £350 and we made the order with installation included.
When it came to the delivery, unfortunately the install had not been included and therefore we had to arrange at a separate cost some one to help install the WM.
However as they had given us a good credit to our new WM, we over saw the installation costs.
As Miele had a good reputation we also took out with them an additional 5 years warranty which cost us £149.
The same evening of the delivery of the washing machine, we realised one of the functions was not working on the washing machine and a button was damaged (jammed/pushed in).
We reported this to JL and they advised us to contact Miele to arrange an engineer visit to rectify the faults and if we are still not happy, they will replace the WM.
We booked the engineers visit 5 days later and when the engineer came over to fix the washing machine, after 40mins of trying some software updates and talking to the tech support team at Miele, his conclusion was I had a washing machine that couldn't use this function - even though the user manual clearly states its a function we can use!
When I challenged him why it was mentioned in the manual and even on the washing machines menu, he simply said he did not know why and that I should report it to JL for a replacement!
So I had to call JL again and advise them that I had been mis sold an item and been delivered the WM which was damaged.
My call got escalated and the escalations agent advised me that he would make sure this gets rectified and if the function is not available on my range that they would make sure I get the correct machine, which I advised was £350 more.
He then contacted Miele on my behalf to double check the functions through a product specialists.
The next day Miele had called me and we spent 30mins going over the washing machine and the conclusion was that this function, although ob my washing machine and in the manual is in fact for another model...
I then had to call JL back and for the escalations agent, who specifically said he would be my point of contact, however I got another agent as he was on another call.
She said the systems were down so she could not go about sorting out a replacement and would call me tomorrow to make the order...
The next day I got a call from JL from another lady from the day before who said she had been advised to call me as the systems are still down but she took note of he desired washing machine model number.
Today I waited until midday and as I had no phone calls and I am busy this afternoon and next week, I called JL back.
I requested to speak to the man or lady who initially dealt with my call however the lady who called me to update the systems were still down said she would be happy to help, if that was ok with me.
As I couldn't be bothered to wait around again, I agreed.
She confirmed the new washing machine model number, told me she would have to order it and then right at the end advised me that I would need to pay 2/3's of the cost of the WM as it was actually £250 more rather than the £350!
I advised her that at no stage I was told I would need to pay and now they were asking me to part pay for towards a mis sold item and that it was the first escalations agent who advised of getting the correct model.
She went back to speak with him and then said they would pay half and I could pay the other half.
As I couldn't be bothered to have any more issues, I reluctantly agreed but advised she should check the recorded call logs for any discrepancies, as it was their suggestion to get it right and considering all the other issues I had have.
I am being unreasonable to think they should pay the full amount for the correct model or was I right to pay half even thought I had been mis sold an item and had a damaged item upon delivery?
Sorry again for the length of this post and thanks for any replies
They scheduled an engineer which we had to wait 3.5 weeks for them to come out to us.
Once the engineer came out, we were told we would have to wait a further 1 week for parts and then we would receive a call to schedule a further visit for the repair.
12 days later, we still had no call from the repairs team so we contacted JL.
JL were shock to hear how the repair company had dealt with the issue, especially the waiting times, and decided to credit us the value of the washing machine for either a like for like replacement or we can add money on top and pay for another washing machine.
We took them up on the offer and after some thorough research we were confident Miele New W1 range washing Machine that Cost a minimum of £1,050, would be the right choice for us!
We had to pay an additional £350 and we made the order with installation included.
When it came to the delivery, unfortunately the install had not been included and therefore we had to arrange at a separate cost some one to help install the WM.
However as they had given us a good credit to our new WM, we over saw the installation costs.
As Miele had a good reputation we also took out with them an additional 5 years warranty which cost us £149.
The same evening of the delivery of the washing machine, we realised one of the functions was not working on the washing machine and a button was damaged (jammed/pushed in).
We reported this to JL and they advised us to contact Miele to arrange an engineer visit to rectify the faults and if we are still not happy, they will replace the WM.
We booked the engineers visit 5 days later and when the engineer came over to fix the washing machine, after 40mins of trying some software updates and talking to the tech support team at Miele, his conclusion was I had a washing machine that couldn't use this function - even though the user manual clearly states its a function we can use!
When I challenged him why it was mentioned in the manual and even on the washing machines menu, he simply said he did not know why and that I should report it to JL for a replacement!
So I had to call JL again and advise them that I had been mis sold an item and been delivered the WM which was damaged.
My call got escalated and the escalations agent advised me that he would make sure this gets rectified and if the function is not available on my range that they would make sure I get the correct machine, which I advised was £350 more.
He then contacted Miele on my behalf to double check the functions through a product specialists.
The next day Miele had called me and we spent 30mins going over the washing machine and the conclusion was that this function, although ob my washing machine and in the manual is in fact for another model...
I then had to call JL back and for the escalations agent, who specifically said he would be my point of contact, however I got another agent as he was on another call.
She said the systems were down so she could not go about sorting out a replacement and would call me tomorrow to make the order...
The next day I got a call from JL from another lady from the day before who said she had been advised to call me as the systems are still down but she took note of he desired washing machine model number.
Today I waited until midday and as I had no phone calls and I am busy this afternoon and next week, I called JL back.
I requested to speak to the man or lady who initially dealt with my call however the lady who called me to update the systems were still down said she would be happy to help, if that was ok with me.
As I couldn't be bothered to wait around again, I agreed.
She confirmed the new washing machine model number, told me she would have to order it and then right at the end advised me that I would need to pay 2/3's of the cost of the WM as it was actually £250 more rather than the £350!
I advised her that at no stage I was told I would need to pay and now they were asking me to part pay for towards a mis sold item and that it was the first escalations agent who advised of getting the correct model.
She went back to speak with him and then said they would pay half and I could pay the other half.
As I couldn't be bothered to have any more issues, I reluctantly agreed but advised she should check the recorded call logs for any discrepancies, as it was their suggestion to get it right and considering all the other issues I had have.
I am being unreasonable to think they should pay the full amount for the correct model or was I right to pay half even thought I had been mis sold an item and had a damaged item upon delivery?
Sorry again for the length of this post and thanks for any replies