Domestic and general/ indesit problems.

zangels

I am really hoping that somone could offer some help of how to deal with this situation. I will try and expplain best I can but am not quite sure of exatct dates.
We purchased a washer dryer from curry's in I think it was 2004. In the first year it broke down and we got it repaired by calling the number on the front of the machine. It then broke down again and again we called the number as it was over 12 months we were told it would cost us to get the engineer out and for the repair but if we took out a extended warranty policy with them it would be free and the £4 is a month. We did this and the machine needed a new motherboard when the engineer came out.We have continued the policy since and now pay around £10 per month. The macine has to date on average had at least a new motherboard every year plus numerous other repairs.
On the 30th December the waser started doing its usual broken thing where the dial just clicks round. We then noticed it was also leaking. We called domestic and general and got told the computers were down and no one could deal with the call and to call indesit. We called indesit and explained it was leaking and there advisor told us no engineer could come out for a week, We asked what should we do with the washer leaking on the floooring we had not long had put down. The advidsor told us to put it outside and cover with a plastic sheet. I though this was strange but followed the advise thinking they must have seen how many times it has had a repair and now it is leaking so must be going to replace it.
The appointment day came for the engineer to come a week later and my partner called to see if they had a idea of the time they would be coming and to check the advisor had put a note on the system saying he had told us to put it outside as requested. The lady on the phone then questioned the fact it was outside and said it shouldnt be outside. She then said she would listen to the phone call and call us back. While waiting for a call back the engineer came, we explained the situation and appolagised that they had not informed him and it was a wasted journey. While he was at our property he got a call. telling him about the problems and told to leave the property.
Indesit then called us back to say they listened to the call and yes the advisor did say what we had said but we had not covered the washer with plastic sheeting as advised. We told them we had as far as we are concernded, we coverd it in plastic bin sacks and secured them with stones. The customer service lady who called us was very rude and told us to bring it back in and let it dry for at least a week and then they would send somone to test it. We told her this want good enough as we have two children and had already gone without a machine for a week and to call us back with a solution. Eventually we giot a call back saying the insurer (domestic and general) would have nothing to do with the claim as the machine had been outside. As we were given the advice to put it outside by a indesit advisor they would take half the responsability but as we had only covered it in plastic bin sacks not adequate plastic sheeting it was half our responsability. The have now offered us a washer that would cost £320 form currys for example for £220 delivered and installed.
I feel that this is a insult after all the money we have paid to them in through the years and also the fact that the machine has always broken down since year one. We followed the advise form the advisor on the phone to put it outside, do we have any rights to get a new machine through the policy?
Does any one have any advise on the best way to deal with this? Sorry for the long explanation, any help would be great.

munchings-n-crunchings

If it was me, I would accept the £320 washing machine for £220.

Effectively, you're had a washing machine for 6 years, and now you'e being given £220 for it.

You have paid your money to Domestic and General, who were not at fault, other than their compute systems being down. The usual procedure would be for them to give you an authorisation code, and for you to ring Indesit to arrange the engineers visit.

From there, you have followed some of Indesit's suggestions, and for their part have offered you compensation.
Bin bags are not really substantial enough to cover an electrical appliance up, a large plastic sheet that would completely cover to the floor would be a better option in the absence of a shed or garage.
So you need to accept your part in the issue.

Research into the machine model being offered
I think you have a fair deal, considering the age of your machine.


Munchie

zangels

Thanks for your reply but its more the fact that they advised us to put the machine outside and had they not given this advise the washer could be repaired or if not replaced at no cost to us. Thats why we pay the policy in the first place. I was hoping there was some consumer rights that could help us?

lincroft1710

As m-n-c says you are in effect getting a brand new machine for £100 (the machine is £220, but you'll save £120 in the first year as you won't need D & G extended cover). Your existing machine is around 8 years old and by 21st century standard of electrical build quality at the end of its life and you're well past the time when you could have rejected it as "not fit for purpose". Personally I would be glad to get rid of the b----y thing!!

If your new machine is OK after 1st year then you could save further £120 by not taking out extended warranty

McKneff

I would snap their hands off to be honest.

Normally I woud never recommend this type of insurance, but youve had your moneys worth.

These insurances dont last forever and if you look at your terms and conditions they will not insue them over a certain age.

Like I say snap their hands off and run for the hills.

What else are you wanting. If the machine had been left inside then all you would have is the old machine with yet another repair and you would be constantly waiting for it to break down again.

Dont take out the extended insurance, put the £10 a month away in a sep. account somewhere, by year 3 you'll have £360 to cover any repairs. And another lesson, dont buy an Indesit.

zangels

I can see what your both saying. Im not sure if i wrote it wrong but it is us who have to pay the £220. So they are only giving us £100 discount. The washer they are offering is indesit, are they terrible?
I wish we had known more about consumer rights 6 years ago as actually we could of sent it back on numerous occasions as not fit for purpose and the policy we have paid has actually covered us for somthing we didnt need. Although like you say it has been worthwhile in the amount of repairs the machine has needed.
I do think though that they should at least pay half the cost as if it wasnt for there advice we would now have a washer repaired or replaced. Your correct in saying it would be a relief to have a new washer as this one has been useless it whole life span.

lincroft1710

Yes you will have to pay £220, but if you had been able to keep your old machine you would have had to pay another £120 for extended warranty. So with a new machine you aren't paying this, so you have saved £120, so the new machine is only £100 extra out of household budget. If you don't take out extended warranty for 1st year after 12 month guarantee runs out, that's another £120 saved, so over 2 years your household budget will be in credit by £20 and you're machine will be only 2 years old.