Tesco and my Beko washing machine

kirsty37

I am at the end of my tether with tesco customer services! Any suggestions as to my next move? Here is my story....
In october 2009 i bought a beko washing machine from tesco direct. All was fine until december 2010 when the machine broke. I phoned a local man who has been fixing my families washers for 30yrs so i trust him completely. He took a look at the machine and said it needed a new motor. He was suprised at the state of the motor considering the machine was only 14months old and had had average use. As the machine was relatively new he explained that the usual suppliers dont keep the motor in stock, it had to be ordered specially and could take anything from a couple of weeks to months and would cost around £150 to fix. (In the end it took two months, it had to be ordered from the beko depo in greece - or somewhere like that!)
In january i was looking at some threads on here and i realized that despite the machine being out of warranty i could still hold tesco reponsible for the fault as under the sales of goods act 1979 they have to provide goods that last a reasonable amount of time (14 is not a reasonable amount of time for a £350 washing machine to last!) I phoned tesco customer services electrial dept. who tried at first to fob me of ("it is out of gaurrantee" etc) but then agreed to send me an "over 12months form".
Two weeks later the form had not arrived. i phoned them again only to be told i had never bought a washing machine from them and they had no record of me, my delivery, a request for the form or anything! The woman was most unhelpful, i asked to speak to a manager and she sent me through to the mobile phone department! I am sure this made her feel lots better. Eventually the form arrived.
I completed the form and returned it to tesco almost four weeks ago. I have heard nothing. On monday i phoned them to find out what was happening, i was told there was no-one there from the department that i needed to deal with and to phone back on tuesday. Yesterday i phoned and was told the man dealing with my case was on the phone and would phone me back...he didn't. Today i phoned and was told there was nothing on my notes suggesting anything had been done re my returned form and someone would phone me back.....they didnt.
I have now paid the £150 for the machine to be fixed, and in the two months whilst waiting for this to happen using the local lauderette has cost me over £100. I feel these are bills that tesco should cover but im currently struggling to get them to even acknowledge my presence! HELP!

neilmcl

kirsty37 wrote: »

I have now paid the £150 for the machine to be fixed, and in the two months whilst waiting for this to happen using the local lauderette has cost me over £100. I feel these are bills that tesco should cover but im currently struggling to get them to even acknowledge my presence! HELP!

Why would you think that. You chose to get it repaired off your own back and didn't giive Tesco an opportunity to remedy the situation. TBH, I'm not sure you can retrospectively claim for a remedy under the SOGA after you've proceeded to have it repaired yourself. You may get a goodwill gesture but that may be all you can expect.

kirsty37

I chose to get the machine looked at because at the time i was not aware that there were consumer rights that protected me after the guarentee had expired. On that day, all the gentleman did was look at the machine and look in to ordering me a new motor. I phoned tesco two weeks after this, the machine was still in its "broken state" shall we say and even after they had sent me the form (over two weeks later) and i had sent the form back the machine had not yet been fixed. I feel they had plenty of time to contact me before the machine was finally fixed and had they done so i would not have continued to seek to get the machine fixed myself. It is not like i got the machine fixed then contacted tesco a few weeks later.

I was also following someone on this site and the advice they were being given as they were in a situation similar to myself. They had their repair paid for in full.