The smoking washing machine...

fizzyfish

Hi,

Today I put a wash on, I have a Candy machine that will be 5 years old on 5/11/12.

I live with my daughter (nearly 5 also) and I do about 4 or 5 washes a week, using the CM1166. I was in another room and heard it spinning, but it didn't sound quite right...went to the kitchen...discovered smoke pouring out of the dispenser tray :eek: I swtched it off at the wall, and rang my dad yelling help (as you do!)

I got my head together and after ringing the local repair firm, he told me to ring Candy, as this shouldn't happen to a machine of this age.

I rang the parts repair number - I was passed from pillar to post, nobody knew what to do with me, or the smoker - I was even passed to lg - who had even less idea what to do with a Candy machine, and passed me back to Candy, who told me they could come out tomorrow, fix it for £119 with free parts or I could take out repair and protect and all repairs would be covered for another year...what would I like to do (no explaination of what repair and protect was or the cost either)

I said I didn't believe that I should have to pay for it, considering my machine had just caught fire and was smoking - and it was lucky I was at home to turn it off, slightly less unlucky that I have asthma, and am coughing, and my daughter had to be shut in her room

I was passed onto the head office, who I was told could deal with this, and sort out my issues, as he could not overide the system.

I spoke to head office for 15 mins, going round in circles, to be given a friday afternoon appiontment, for a saftety check from an engineer - when I am not home or saturday morning. I tried to tell her that I still had smoke in the drum, that my daughter was shut in her room etc etc but was told I could escalate it if I wanted. I explained I had been round in lots of circles already, that I just wanted my machine fixing, by them, without charge, as it should have lasted longer than it has without such a fatal defect. I kept being told about the appiontments and escalation. I asked what this meant, and was told a manager, fine I say (stroppy I am told lol nowhere near it!) she pushes some buttons says we will leave it at friday afternoon and leave it at that and hangs up!!!!

needless tp say after ringing back, having her manager listen to the call etc I now have an engineer coming today some progress, but she slipped in at the end that if the fault is not with the machine, I willbe charged £119 for the call out!!!!:eek::mad::eek:

I than rang Tesco, who the machine was purchased from, spoke to a gentleman there, who told me sale of goods act did not apply to goods nearly 5 years old, regardless of what is wrong. I said I would look at taking them to small claims court regarding this, he laughed and said go for it, this is tescos, we don't do anything about stuff after a couple of years. He offered to send me a form to claim, but said I would need to send in reports from candy etc, but that if they did pay, it would be tiny as the machine is "so old"

I am after advice as I think a washing machine used by 2 people should not do this in under 5 years. :(:(

I quoted sale of goods at them, and got laughed at

all help appreciated, or maybe I should just go buy another machine, or pay Candy

shaun_from_Africa

I quoted sale of goods at them, and got laughed at

There is not really any point in simply quoting the SOGA unless you fully understand what the act states.

Basically it says that goods are expected to last a reasonable time (taking their intended use, price etc into account), and that if they don't, you have up to 6 years to attempt a claim. This doesn't mean that all goods must last 6 years.

After 6 months from purchase, the buyer is expected to prove that a fault was due to a manufacturing defect and if you can do this, the retailer should provide a remedy.
This remedy can be a repair, a refund or a replacement (you can state your preference but the retailer can refuse this choise if it is too expensive or difficult).
Any refund they offer can take into account the use you have had from the item.

To be honest, 5 years life from a washer that is getting used 4 or 5 times a week isn't bad at all, and even if you were able to prove a manufacturing defect (unlikely after 5 years), you would probably only be offered a very small partial refund.

I think a repair for £119 might be your best option provided that this is a guaranteed price.

ILW

It's 5 years old a probably knackered. Buy a new one.
They only cost a couple of hundred quid.

Guardsman

For £119 you would probably get a newer reconditioned machine.

http://www.ebay.co.uk/sch/i.html?_trksid=p5197.m570.l1311&_nkw=used+washing+machines&_sacat=0&_from=R40

fizzyfish

Many thanks for your quick, helpful replies

When I quoted the sale of goods, I did use the fact that it was less than 5 years old - therefore still covered under the parts guarantee, also wasn't being over used - I looked at which for a definition for overuse on that, and 2 of us isn't considered overusing a washer - so should be durable and remain fir for purpose, lasting a reasonable length of time, which I felt it hadn't.

upshot of it is, they have sent a repair man round pronto, he has made it safe, diagnosed problem - and most of the parts needs replacing due to the blow out. He has ordered them, they should be here next week.

Candy charge £119 for this, which I pay

Tesco have now said that as it is definitely a manufacturing fault etc they will cover most if not all of the charge, and will look into any claim I have for buying febreeze to get rid of the acrid smell in the house, or for dry cleaning curtains and also for laundering while machine is out of action

yay!!!!! glad I stood up for my myself now.

But I agree, paying the £119 is necessary, parts are covered for another year also - and in essence most of the parts are being replaced.

One thing that does get my goat is that Candy said that SOGA is only for 2 years (does not apply as I did not purchase from them, but I did try to tell her it was longer than that) and Tesco just laughed at me for daring to use it at nearly 5 years. One afternoon, lots of phone calls, and I should get my machine fixed and some if not all my money back

many thanks peeps

FFx

Techhead_2

fizzyfish wrote: »

Many thanks for your quick, helpful replies

When I quoted the sale of goods, I did use the fact that it was less than 5 years old - therefore still covered under the parts guarantee, also wasn't being over used - I looked at which for a definition for overuse on that, and 2 of us isn't considered overusing a washer - so should be durable and remain fir for purpose, lasting a reasonable length of time, which I felt it hadn't.

upshot of it is, they have sent a repair man round pronto, he has made it safe, diagnosed problem - and most of the parts needs replacing due to the blow out. He has ordered them, they should be here next week.

Candy charge £119 for this, which I pay

Tesco have now said that as it is definitely a manufacturing fault etc they will cover most if not all of the charge, and will look into any claim I have for buying febreeze to get rid of the acrid smell in the house, or for dry cleaning curtains and also for laundering while machine is out of action

yay!!!!! glad I stood up for my myself now.

But I agree, paying the £119 is necessary, parts are covered for another year also - and in essence most of the parts are being replaced.

One thing that does get my goat is that Candy said that SOGA is only for 2 years (does not apply as I did not purchase from them, but I did try to tell her it was longer than that) and Tesco just laughed at me for daring to use it at nearly 5 years. One afternoon, lots of phone calls, and I should get my machine fixed and some if not all my money back

many thanks peeps

FFx

But you've ended up back where you started. £119 plus free parts from Candy and the accepted claim form from Tesco. All the stress in the middle could have been avoided.
All the upset about the value of the machine ( which you've know found is correct ) and they delay while you escalated. Honestly, if you aren't 100 percent sure, is better to accept what people say .
Don't let your surprise and shock at the smoke, turn into emotions which cloud your judgment ( indignation, anger, upset )

mattyprice4004

They did it out of goodwill, they didn't have to do anything.
This is just like any other fault, and at 5 years you're hard pushed to get anything.

fizzyfish

Thanks for the replies peeps

I may well have been upset by the situation - not sure if the pun was intended or not Techhead
Either way I did and do still feel that a machine of this age should not have done this, even if I had not spoken to anyone about it already

Beacause of my situation - my asthma, my daughters asthma, and her disability, they did get an engineer out yesterday rather than today or saturday, and I also didn't loose my rag with any of them

They have been in touch today and beacuse every part needs replacing, and because of our situation, they are going to replace the machine, free of charge. (possibly more to do with it being cheaper to give me a machine than replace the guts of a machine - not my area of expertise!)

My persistance with them that their was a fault, and that it needed sorting certainly worked, but also not losing my temper. I will have a new machine next week !!!!:j

ThumbRemote

fizzyfish wrote: »

Thanks for the replies peeps

I may well have been upset by the situation - not sure if the pun was intended or not Techhead
Either way I did and do still feel that a machine of this age should not have done this, even if I had not spoken to anyone about it already

Beacause of my situation - my asthma, my daughters asthma, and her disability, they did get an engineer out yesterday rather than today or saturday, and I also didn't loose my rag with any of them

They have been in touch today and beacuse every part needs replacing, and because of our situation, they are going to replace the machine, free of charge. (possibly more to do with it being cheaper to give me a machine than replace the guts of a machine - not my area of expertise!)

My persistance with them that their was a fault, and that it needed sorting certainly worked, but also not losing my temper. I will have a new machine next week !!!!:j

A good result. Certainly shows that persistence with a company can pay dividends.