Washing Machine Advice Needed

enigma1

Hi

Just after advice really, purchased a washing machine from a well known online store recently, item arrived 2 days ago. Packaging looked perfect delivery men got OH to sign delivery docket but protested when he went to mark the item as unchecked he then advised he'd be happy to check it if they were happy to wait while he did so, they however wouldn't/couldn't wait and so the item ewas signed for whilst being marked as unchecked.

When the item was unpacked there was avery large very obvious dent in the back and the side of the machine, I was annoyed but not too concerned frankly I'd been without a washing machine for a week so i figured if it works I'll just ask the company to refund an amount for the damage., however the machine was then plumbed in and makes a clattering and a banging noise at various stages despite veing on level ground and with all packing bolts removed. I phoned the company this morning first time they were open after delivery and they told me that as we had connected the washing machine this was deemed as our acceptance of the appliance, this I understand. I was then told that I had to get in touch with the manufacturer regarding the faults. I have done that this evening and spoke with a lovely assistant who advised me that as I am well within 28 days it is up to the shop to exchange the appliance as it is clearly faulty.

I will have to call the customer help line again tomorrow to discuss this but before I do can someone please tell me that what I have been told is correct.

Many Thanks for taking the time to read this.

CoolHotCold

Where was it purchased from?

McKneff

Well, I just have to say what an excellent sensible OH you have. Well done to him for adding 'uneximined'

You bought the machine from the retailer and your contract is with them. Dont be fobbed off.

I take in parcels at work, at home for neighbours, and always add 'unexamined' or 'unchecked' after my signature.
5 seconds doing this can avoid hours of hassle if there is a problem.

unholyangel

I remember reading somewhere that acceptance of delivery cannot be deemed as acceptance of the item.

I would also argue that hooking a washing machine up is not deemed as acceptance of the product. I would say a week is a "reasonable time" (which is what the SoGA stats for returning items for a full refund) for a washing machine, perhaps even 2-3 weeks.

Anyhow, your contract is with the retailer and NOT the manufacturer. Do not let them fob you off. The retailer should provide a refund (or repair/replace) if it is within a "reasonable time"......after this time has passed the customer can request one remedy over another but the retailer can refuse if it is disproportionately costly. Meaning a repair is usually the option they choose to offer.

However any remedy should be of no cost and no significant inconvenience to the customer.

Fergie76

Also as you purchased online, you also have the DSR on your side.

enigma1

Thank you so much for all your help, felt braver today when ringing them. Spoke to a different advisor who has arranged collection of old machine this Saturday and told me that the new one will be with me w/c the 25th as they have to order it.

Thank you for all your advice