John Lewis - Is there anything we can do?

tashajayne

We bought a washing machine from John Lewis in Oct2008. Now, 2 months outside of our 3 year parts and labour warranty it has broken down (just our luck)

I know we are outside the given guarantee time but I just wondered whether anybody else had any experience of approaching a company regarding a similar issue? I just feel that a washing machine really ought to last longer than 3.5 years before giving up the ghost but also think that if I call and say just that, I will be told tough luck..

So, MSE'ers what do you think I should do?

azana_2

Write a very very good letter to JL? I had a camcorder break on me some time back just out of warranty (panasonic) and they sorted it as a gesture of good will which is what I asked them to do in my very good letter.

Good luck.

yonk

Most washing machines are designed to have a 3-5 year working life, only Miele's life expectancy is really long. It just varies with the actual machine and how lucky you are.

unholyangel

Contact JL and see what they say. If they're not willing to help, please do come back, update your ticket and we can advise again at the time

From what i've seen on this site, JL tends to have very good customer service. And its always worthwhile getting the retailers "response" as it enables us to offer advice better suited in reply to them....

Ultimately, they may require you to prove the fault is inherent. This can be done via independent report - which you would be refunded for if found in your favour. If the fault is not inherent (and simply due to misuse or overuse) then I'm afraid you may have to deal with it yourself. If it is inherent, JL can offer a repair, replacement or a refund (which can be partial to take into account use you have had of the product).

However, JL may not require you to prove the fault was inherent.....hence why its best to speak to them first and see what they say

unholyangel

yonk wrote: »

Most washing machines are designed to have a 3-5 year working life, only Miele's life expectancy is really long. It just varies with the actual machine and how lucky you are.

I must be really lucky 11 years later and my washing machine is still going strong! *touch wood*

SharkyGeorge

Hi there

I dont know much about washing machines but forget the warranty because you are protected under UK law - the product must be fit for purpose and this usually comes down to price v time.

If the washing machine was not a cheapo washing machine then it could well be unreasonable for it to break down after only three and a half years. It might be worth have a google to see whether the manufacturer boast of a particular shelf life for their products to back you up.

Anyway, I would definitely advise writing a letter saying that having paid £x amount the machine had broken down after 3.5 years and this suggests it is not fit for purpose. As I say, I dont know much about washing machines but it definitely sounds as tho it's worth writing a letter (make sure it's a letter as they take these more seriously). Good luck!

Techhead_2

SharkyGeorge wrote: »

Hi there

I dont know much about washing machines but forget the warranty because you are protected under UK law - the product must be fit for purpose and this usually comes down to price v time.

If the washing machine was not a cheapo washing machine then it could well be unreasonable for it to break down after only three and a half years. It might be worth have a google to see whether the manufacturer boast of a particular shelf life for their products to back you up.

Anyway, I would definitely advise writing a letter saying that having paid £x amount the machine had broken down after 3.5 years and this suggests it is not fit for purpose. As I say, I dont know much about washing machines but it definitely sounds as tho it's worth writing a letter (make sure it's a letter as they take these more seriously). Good luck!

Not wishing to be rude, however you've made quite a few mistakes and it would be better for the OP to disregard your post.

For example, confusing 'not fit for purpose' with 'not of satisfactory quality' or 'inherently faulty' (can't decide which you mean)

withabix

tashajayne wrote: »

We bought a washing machine from John Lewis in Oct2008. Now, 2 months outside of our 3 year parts and labour warranty it has broken down (just our luck)

I know we are outside the given guarantee time but I just wondered whether anybody else had any experience of approaching a company regarding a similar issue? I just feel that a washing machine really ought to last longer than 3.5 years before giving up the ghost but also think that if I call and say just that, I will be told tough luck..

So, MSE'ers what do you think I should do?

Have you contacted them yet?

What is the fault?

If it is a belt or similar, you will be out of luck.
If it is the pump, have you blocked it? (Read the manual for instructions on unblocking the pump).
Have you ever emptied the filter?
Is the machine used in an unheated garage or outbuilding?

You will have more chance of a remedy if it is the motor, programmer, solenoid valve, heater or pump, but only if you have looked after it.