Faulty Washing Machine from Currys

Jay_Chal

Firstly, my apologies that this is a bit long-winded. I bought a washing machine online from Currys on 3/9, delivered on 5/9 - so far so good. I did the first cycle test wash as instructed in manual and all appeared to be okay, however, the next day I did my first actual wash and at the end of the cycle, the fabric conditioner part, a H20 error message flashed up and I had to reset the machine to 'spin' only in order to get it to finish. I tried this same program on lower temp and it completed cycle with no error message, it just missed out the fabric conditioner part altogether. I rang Currys next day and was automatically transferred to Indesit and after a frustrating 20 mins ended up putting phone down. After I calmed down, I rang back and went through another series of questions and 'please hold' for 35 mins and eventually was told it sounded like it needed a new valve but that they couldn't give me a date for an engr to come and fit it as they had to order one but to carry on using the machine on the cycles that would work. The following day, (8/9) I tried another program at 40% and the machine refused to do anything - eventually I had to set it to 60% to make it work. I tried the rinse program and that just made the drum go round without any water being taken in and so on and so on with various other programs tried. This put me off the machine altogether so on Sunday 9/9 I went to my local Currys customer services with my receipt etc. and told them I didn't want the valve replacing or whatever else it would take to make the machine work properly but instead wanted to return the machine for a full refund. They told me they would sort it out on Monday and contact me. Today they still hadn't contacted me so I contacted Currys via phone and explained all - they said I need an 'uplift' number from the manufacturer and then transferred me to Indesit to get one. Indesit wouldn't give me one, they say I have to wait for an engr to come out to check that the machine is faulty and they can't send an engr until 17/9 at the earliest. This is driving me nuts, I sort of get it that they can't just take my word for it that the machine isn't working right - though why they would assume that anyone would willingly go through their processes for any other reason I can't imagine - but this means that Currys have had my money since 3/9 for something that isn't working as it should be, I've had to pay out daytime rates to keep phoning them, and then they're going to use my electric and water etc. to test the flipping thing - how can that be right? I'm seriously considering taking the machine to the nearest Currys shop and telling them I want a refund there and then. Trouble is, I can't decide if I would be within my rights to do so. Does anyone know if I could do this?

neilmcl

I would say you are well within uyour rights to reject for a full refund under the terms of the SOGA.

ajones456

neilmcl wrote: »

I would say you are well within uyour rights to reject for a full refund under the terms of the SOGA.

Correct, except that the company has to prove it's faulty or not faulty. The "quickest" (I use that term loosely) way to do would be at the customers house. You may well be offered a refund by the manager and the store do some idesit duping to send it back and get it written off. But it's worth speaking to the manager, explaining your situation and then saying "Can I bring it in" rather than carting it down there to be told no.

unholyangel

ajones456 wrote: »

Correct, except that the company has to prove it's faulty or not faulty. The "quickest" (I use that term loosely) way to do would be at the customers house. You may well be offered a refund by the manager and the store do some idesit duping to send it back and get it written off. But it's worth speaking to the manager, explaining your situation and then saying "Can I bring it in" rather than carting it down there to be told no.

Eh actually it is assumed to be inherently faulty if the fault occurs within the first 6 months. Unless it is "proven" otherwise.

(3)For the purposes of subsection (1)(b) above goods which do not conform to the contract of sale at any time within the period of six months starting with the date on which the goods were delivered to the buyer must be taken not to have so conformed at that date.
(4)Subsection (3) above does not apply if—
(a)it is established that the goods did so conform at that date;
(b)its application is incompatible with the nature of the goods or the nature of the lack of conformity.

They're fobbing OP off to manufacturer which they should not do - as it is essentially misleading the consumer about their rights. OP could go back and imo reject outright under SoGA for a full refund. Or they can request a repair or a replacement - the retailer can refuse a repair or a replacement though if it is impossible or disproportionately costly. But any remedy should be of no significant inconvenience and of no cost to the consumer.

Jay_Chal

neilmcl wrote: »

I would say you are well within uyour rights to reject for a full refund under the terms of the SOGA.

Thanks for responding, that is what I thought but I was seriously doubting myself with the runaround I've been getting from Currys and Indesit / Hotpoint

Jay_Chal

ajones456 wrote: »

Correct, except that the company has to prove it's faulty or not faulty. The "quickest" (I use that term loosely) way to do would be at the customers house. You may well be offered a refund by the manager and the store do some idesit duping to send it back and get it written off. But it's worth speaking to the manager, explaining your situation and then saying "Can I bring it in" rather than carting it down there to be told no.

Thanks for responding, that is a good suggestion - I will post what happens after I visit the store and speak to them.

Jay_Chal

unholyangel wrote: »

Eh actually it is assumed to be inherently faulty if the fault occurs within the first 6 months. Unless it is "proven" otherwise.



They're fobbing OP off to manufacturer which they should not do - as it is essentially misleading the consumer about their rights. OP could go back and imo reject outright under SoGA for a full refund. Or they can request a repair or a replacement - the retailer can refuse a repair or a replacement though if it is impossible or disproportionately costly. But any remedy should be of no significant inconvenience and of no cost to the consumer.

Thanks for responding - this last that you've written is what I understood my rights to be - and I pointed it out to Currys today on the phone by saying if I had bought something more portable from them, say for instance, a laptop or whatever, I could have taken it back, they would have tested it there and then (as has happened to me in the past) had it confirmed it as faulty and then exchanged or whatever - no probs apart from relatively minor inconvenience of having to return item to shop. It just seems that because it's a bulky item in a buyer's home, they're able to walk all over people's rights by batting me back and forth between seller and manufacturer. Making me so angry grrrr. Thanks again

ajones456

unholyangel wrote: »

Eh actually it is assumed to be inherently faulty if the fault occurs within the first 6 months. Unless it is "proven" otherwise.

Yes I know. However a company (not that many will spend the time and money doing so) could argue that it is most convenient for a customer if they send out an authorised engineer to try and prove that it is not faulty, as they are well within their rights to do so, rather than the customer have to go through the inconvenience and cost of transporting a fairly large item to a repair centre.

Granted a phone call should me made on their behalf, not tell the O/P to phone themselves.

Esqui

See if you can get the store to call for an uplift. (Make sure you have either given Indesit the serial number, or bring it in). I know they're a PITA, but they should give out uplifts for faults.

Jay_Chal

Esqui wrote: »

See if you can get the store to call for an uplift. (Make sure you have either given Indesit the serial number, or bring it in). I know they're a PITA, but they should give out uplifts for faults.

Thanks for responding, I'll do this. Will post what happens.

Hintza

Did you take out the transportation bolts? (I'm not sure it would work at all but was a thought)