Whats reasonable here?

smartpicture

I bought an expensive Bosch washing machine in February. I specifically said that I was choosing this one because I wanted a reliable one that didn't keep breaking down, and this was recommended as the solution to all my problems. It also came with a five-year warranty in case of problems, so I thought I'd be fine.

Since February, it has broken down 4 times. The first time, there was water in the tray underneath, and the engineer tried to tell me it was my fault for not using it properly, although didn't charge me. The second time, it said pump blocked. I checked the filter and there was nothing so booked a warranty visit. The engineer rang me at 5pm and basically scared me into cancelling the visit by saying that the pumps on this model never break and I was responsible for everything up to the extraction point, so unless I had disconnected all the pipes and made sure there wasn't a blockage then I would have to pay. On reflection, I think he just didn't want to go to another job after 5pm. Anyway, I did what he said, couldn't get it to work, so booked another appointment.

The engineer found no blockage, repeated the problem and by running it several times it eventually cleared itself. He repeated that he should be charging me because there was nothing wrong with the machine. The same thing happened again a few weeks later, so I ran through the cycle of disconnecting pipes, filling with water, draining manually etc until it resolved itself because I was worried he would charge me.

Now it's happened yet again, pump blocked, and I can't seem to clear it myself. But should I really be doing all this anyway? Surely if I bought a machine for reliability, and it breaks down 4 times in 8 months, thats not my fault? Even if it was because I left a button in a pocket or something (which I didn't), surely the point of a filter on an expensive washing machine is to catch things like this before the pump gets blocked? And surely the point of a warranty is that I don't have to mess about like this, they just fix it? But they seem to be saying it only covers actual faulty parts in the machine, not unexplained failures like this which they seem to be saying are my fault, without giving any good reason for that belief other than 'this machine never breaks down'. Well it does! How should I approach the engineer this time?

d.edna

It might be the sort of clothes your washing is giving off lots of fluff that is blocking the pump?

Expensive doesn't mean the best, It all depends on what your loading into the machine

libra10

We have had a Bosch washer for around 8 or more years now, with absolutely no problems whatsoever. We did think it had broken down a couple of months or so ago, however it turned out to be a faulty electrical socket. The Bosch has been so reliable, a real dream machine! It has washed everything we have thrown at it, coming back for more.

I would say your machine is definitely faulty and the (arrogant) engineer should be called out again without you having to incur any expense. It should be thoroughly checked and repaired, and returned working to your satisfaction.

If you experience further problems I would contact the shop and tell them of your dis-satisfaction. When you pay Bosch prices you expect quality and not an engineer with an attitude problem.

Good luck

smartpicture

I don't think I'm washing the wrong kind of clothes, I check the labels and wash things properly. The engineer has me worried that maybe I left something in a pocket and that will invalidate my warranty, although there's never been any sign of anything specific blocking the pump.

When I bought it, the shop said this was the most reliable machine they sold, and the engineer keeps saying it must be my fault because these machines never go wrong. You're right, I paid for quality & reliability, so I should be getting it. I will try to be firmer with the engineer this time and see what happens.

d.edna

smartpicture wrote: »

I don't think I'm washing the wrong kind of clothes, I check the labels and wash things properly. The engineer has me worried that maybe I left something in a pocket and that will invalidate my warranty, although there's never been any sign of anything specific blocking the pump.

When I bought it, the shop said this was the most reliable machine they sold, and the engineer keeps saying it must be my fault because these machines never go wrong. You're right, I paid for quality & reliability, so I should be getting it. I will try to be firmer with the engineer this time and see what happens.

No I'm saying clothes that give off fluff/dust and make furballs.

Make sure a fella is there when the engineer comes, its a fact of life but they will be less likely to be a pr*ck if a guy is present.

dougk_2

In my view the washing machine is not fit for purpose. It could well be the machine has a sensor fault, which is reporting incorrectly.The retailer is responsible so write a letter of complaint to them and get them to sort the matter out.
Under consumer law they are responsible for getting the item fixed NOT the manufacturer.

hm71_2

To be honest had a similar situation with a bosch work top dishwasher. had a choice between this one or no joe make that was £20 cheaper thought for the sake of £20 go with the named brand- well what a nightmare- first breakdown happened 1 month later where it had a complete new motor fitted. 3 months later broke down again had to have yet another new part over the space of 9 months it was not working more than it worked and once the 12 month warranty run out I had a choice of getting an extended warranty for 35 a month with all the problems it had I was better off scrapping it and washing up in the sink.

hollydays

put a question on Whitegoods forum.

Lemoncurd

This sounds very similar to the problems we had with our 3 yr old Bosch washer drier. We called an engineer out twice under warranty as it wasn't pumping out and showed an error related to this. Both times it turned out to be coins in the outlet pipe (5p I think), so even though I carefully check pockets it was basically our fault in those cases. They were very nice about it though and just let it go. We had similar symptoms a couple of months ago but as it's now out of warranty we checked the filter (nothing there, there never is) pulled the machine out and jiggled the outlet pipes around a bit. Nothing emerged but it just seemed to start working again. I know you've already done all this so I guess you need to just call them and hope you get a more helpful engineer this time. Good luck with it

smartpicture

Lemoncurd wrote: »

This sounds very similar to the problems we had with our 3 yr old Bosch washer drier. We called an engineer out twice under warranty as it wasn't pumping out and showed an error related to this. Both times it turned out to be coins in the outlet pipe (5p I think), so even though I carefully check pockets it was basically our fault in those cases. They were very nice about it though and just let it go. We had similar symptoms a couple of months ago but as it's now out of warranty we checked the filter (nothing there, there never is) pulled the machine out and jiggled the outlet pipes around a bit. Nothing emerged but it just seemed to start working again. I know you've already done all this so I guess you need to just call them and hope you get a more helpful engineer this time. Good luck with it

That's interesting, it does sound similar. It's possible there is something stuck in the outlet pipe because its impossible to get at all of it. My previous cheap washing machine would always catch things like that in the filter, it's disappointing if this one doesn't but as you say it could be my fault then I won't have a leg to stand on. It's possible that something got stuck in there the first time and its never been properly cleared.

I spent an hour on the phone to Seimens/Bosch yesterday discussing possible causes and what to do, but have eneded up with the same engineer visiting tomorrow, so we'll see what happens.

d.edna

As I say make sure some fellas there so if he gets nasty the guy can be grr @ him.

urm silly question, could that pipe be blocked? or you checked that already?