Need consumer advice

miss_miggins

I bought a new washing machine from Comet 18 months ago, the door seal neeed replacing 3 times duriing the 12 month warranty period, and now the same fault has developed again for the 4th time- identical problem each time.
I don't have extended warranty cover and Comet tell me I now have to pay for repair.
Do I have any case to argue for a free repair, as this fault has now occurred 4 times?

Comet_company_representative

Hi miss_miggins

My name's Phil and I'm from Comet.

I was sorry to note the problems that you are experiencing with your washing machine.

Our normal policy would be to charge for an engineer's inspection as the appliance is no longer covered by a guarantee or service plan. Any repair costs would be calculated based on the nature of the fault and the age of the appliance. You would be advised of these before any work is carried out and would not be under any obligation to have us complete any repair.

However, I am concerned that the fault has not been rectified previously. Therefore, I would like to look into this matter further for you and discuss the previous repairs with the service centre manager, so please could you send me an e-mail via the link below with your purchase and repair information (such as your order number and repair job numbers).

https://comet.custhelp.com/cgi-bin/comet.cfg/php/enduser/ask.php

You will need to register a few details with us to be able to send your e-mail in.

Thanks
Phil

cabbage

Hi

you are covered under the sale of goods act 19789 (as amended) for up to six years regardless of warranty. I wouldn't have thought you would have to pay for a repair. Give consumer direct a call for more advice on your rights.

If the fault appeared within 6 months from purchase its up to comet to prove it was not there from the outset rather than you prove it was.

miss_miggins

Thanks everyone, I have sent Phil an email, and await his response.
I have written to Comet and had a phone call, they say they will send an engineer out at a charge which is non refundable, even if the engineer decides there has been a manufacturing fault. I don't see why I should fork out more money for a dogey washing machine.
I have spoken to the Office of Fair Trading who have opened a case, they will be happy to support my case.

Equaliser123

Comet_company_representative wrote: »

Our normal policy would be to charge for an engineer's inspection as the appliance is no longer covered by a guarantee or service plan. Any repair costs would be calculated based on the nature of the fault and the age of the appliance. You would be advised of these before any work is carried out and would not be under any obligation to have us complete any repair. l

To be clear, Comet's "policy" does not override your rights under the Sale of Goods Act.

DrScotsman

This is at least the second time that Comet company representative has come on these forums saying that their "normal policy" does not include your Sale of Goods Act rights.

Although the problem happening previously is relevent, 18 months would still be pathetic even if this was the first fault.

kingfisherblue

I got a completely new machine when mine kept on developing the same fault in the electrical panel. I had an extended warranty and during the time I had the machine, it constantly broke down. The final year of the warranty, I needed to call an engineer every six to eight weeks. My argument was that the previous engineers obviously hadn't repaired the fault if it broke down again so quickly - in the end, after many phone calls, I received a new machine about a week after the extended warranty had run out.

For those who wonder why I had an extended warranty (I know they are very expensive!), the machine was supplied by the Family Fund as I have a disabled child, and they always have an extended waranty on any white goods.

Equaliser123

carol01 wrote: »

hiya i only found out about the 6 year parts and labour rule in jan this year

What is the 6 year parts and labour rule?

Optimist

carol01 wrote: »

hiya as far as i know any major domestic appliance should last uptp 6 years if it fails then you have a right under eu law to ask the retailer to fix the item they cannot charge labour fees and you pay 30% of the part costs at first i thought my friend was pulling my leg but sure enough comet came out and fixed the problem my mum had a tv from argos which is 2 years old she phoned and asked them to fix it they refused and said my mum would need to pay for a independent tv repairer to fix the tv and them they would refund the costs back i told her not to as it would be harder to get the money once it had been paid see went into the store to see the manager and told them she was covered by eu law they then arranged for the tv to be collected and the money was placed onto a gift card she then bought her new one not to sure what the ins and outs are but i know the eu law does state that a major appliance should be fit for purpose for 6 years hope this helps

Oh dear

The relevant piece of legislation is the Sale Of Goods Act and basically you have 6 years (5 in Scotland) to make a claim for faulty goods however after 6 months you have to proof the fault was present on purchase.

If you got Comet/Argos to repair anything after two years by quoting some secret EU law then more fool them for poor management training.

jdturk

The secret Law.....aaaggghhhhhhhhhhh

SOGA overrules the directive and could you please use paragraphs when typing.

neilmcl

jdturk wrote: »

The secret Law.....aaaggghhhhhhhhhhh

SOGA overrules the directive and could you please use paragraphs when typing.

I think basic punctuation would be a start.