Problem with Whirlpool - advice please!

ChrissyJ

I inherited a relatively new large toploading Whirlpool washing machine from my mother. This machine did not clean properly (fluff on clothes), so I rang their customer service to ask how to clean the filter, as there was nothing in their instruction book. They said that my particular machine (I gave the operator model and serial no) had a filter that had to be cleaned by an Engineer, and that would cost me £90. I declined, and reckoned I could put up with the problem, but it continued and I eventually called them back a rew weeks later and booked an Engineer to clean out the filter (model and serial no quoted). When he arrived, he took one look at the machine and said that it didn't have a filter. He had a cup of tea, we chatted whilst he put the machine on, and told me to use hand wash powder only, as per the instructions. He charged me £90 for the visit.
I have tried, with many letters flowing backwards and forwards to Whirlpool, even getting the MD involved, to get my money back, because I was clearly misled and given the wrong information over the phone in the first place and would never have gone ahead with the callout if I knew a filter didn't exist on the machine. They have flatly refused to refund me the £90 for what I feel was a wasted visit. Where do I go from here please? Trading Standards, Watchdog? Any suggestions welcome.
Many thanks
ChrissyJ

scullster

If they specifically advised you that the problem was down to the filter and that it would need an engineer visit, you've recourse with Whirlpool.

Try my "customer calls will be recorded for training purposes" stance - call them back, listen for said message and then refer them to their archive record of said phone conversation. They have missold you a service.

Its your word against there's, this approach has worked for me on a number of occasions, both when they have the recorded record and when they don't.

OlliesDad

If you were advised that the unit had no filter, presumably you would have still requested an engineer attend (to fix the problem). Once it was realised it was due to you using the wrong powder you would have been charged anyway.

I think while you didnt get the service that was asked for, you did still incur charges.

ChrissyJ

Hi
Thank you both for your replies. My original phone call was a query on asking how to clean out the filter (I assumed incorrectly all washing machines had a filter). The operator said to me that my machine had a filter that needed to be cleaned out by the engineer, so that was my reason for booking the engineer - purely to clean out the filter. The manual also said to use handwash powder when I read it through, so I already knew this - needless to say it didn't clean the laundry and I still had some scum on the clothes.
I have on several occasions suggested in my letters they research the archives for recordings of the original phone call when I booked the Engineer, but they have totally ignored this. As it's going back nearly a year now (yes, letters have been going backwards and forwards all this time), I assume that they will not be able to or willing to do this anyway.
If I had been advised that the machine had no filter, then I would not have booked the engineer, because the main purpose of the callout request was to clean the filter.

ChrissyJ

Has anyone got any suggestions? Should I contact the Office of Fair Trading, Trading Standards, Watchdog? I don't want to let this go. I feel I have been very unfairly treated by Whirlpool.

scullster

As I said, they've missold you a service, but it is up to you to prove their guilt which will be the difficulty.

Speak to trading standards - you will end up writing formally to Whirlpool but you need to be citing Supply of Goods and Services Act 1982 and how they have failed in their obligation to it. When you dial your trading standards team, you'll be put forward to a national helpline, they can provide you with letter templates and are generally pretty helpful.

ChrissyJ

Many thanks scullster. I'll go down this route. Am determined to fight this one all the way.