Washing machine 'repaired' 8 times - what next?

smartpicture

I bought an expensive Siemens washing machine with a 5 year warranty in Feb 2008. It broke in Jul 2008, they came out and fixed it, a month later it broke again. And again, and again, and again... Eight times it has had the same fault, eight times they have fixed it and it works for a while then breaks again.

So, what's my next step? Do I complain to the warranty repair people, or to Siemens, or to the shop I bought it from? Am I entitled to a replacement, or do I have to keep taking days of work for repeated fixes? I'd prefer not to claim against the shop if possible, as it's a small local shop who are lovely and it's not really their fault. But I can't keep going on like this! Please help!

Halloway

Washing machine 'repaired' 8 times - what next?

The ninth repair.

But seriously, you can only claim against the shop. You could try appealing to Siemens' better nature (they are German so I doubt they have one) and write to their customer services. If the same part has failed 8 times then there is something seriously amiss. 8 repairs in a year and a half is quite remarkable.

smartpicture

It's not the same part failing, I just don't think they know how to fix it. It comes up with an error code saying Pump Blocked (even though it isn't) and won't drain the water out. So far they've replaced the pump 3 times and every other pipe, hose & control module at least once, so I have no faith that a ninth or even twenty-ninth repair will actually fix it! Either I've got a faulty machine, or the warranty engineers are completely inept.

So, if I have to go back to the retailer, what are my rights, given that they machine is now a year and a half old?

What I would really like is a replacement machine, as everyone else who has it raves about it and has no problems, so I think I've just got a duff one.

Esqui

You would have to get the retailer to agree to replace, which you probably have a good case for.

tbw

This reminds me of my recent British Gas fiasco when I had around 18 visits (sometimes as many as 2 per week) by engineers trying to sort out my gas fire. They also replaced every part possible to no avail - even took part of my chimney apart!

The fault was sorted in 10 minutes flat when I eventually phoned the manufacturers and discovered it was a known fault with a very simple solution.

The warranty people never want to admit their ignorance - but its possible that this is a known fault with your machine model that the manufacturer could advise on.

In your shoes I would be INSISTING on a new machine. I managed to get a new car replaced after it had been back for repairs 13 times in 11 months without the problem being fixed. I had to be very persistent but I wore them down in the end (and, Boy, did the Service Manager regret ever giving me his personal phone number!)

smartpicture

tbw wrote: »

In your shoes I would be INSISTING on a new machine. I managed to get a new car replaced after it had been back for repairs 13 times in 11 months without the problem being fixed. I had to be very persistent but I wore them down in the end (and, Boy, did the Service Manager regret ever giving me his personal phone number!)

You seem to be suggesting that you got a new car by persistence rather than by exercising your legal rights, which is really what I was hoping for. Well done you, and I shall endeavour to obtain the phone number of someone with power!

Meepster

Give Siemens a call on 0844 892 8999...