Curry's washing machine hastle.

financial_muppet

They have rescheduled for Monday, making it just over a month without a washing machine. Fingers crossed :j

CoolHotCold

financial_muppet wrote: »

They have rescheduled for Monday, making it just over a month without a washing machine. Fingers crossed :j

Was it reported on the 5th of December?

Currys Policies are that under the first year if a item isn't fixed (from the time of letting them know) that after 28 days you can get a replacement one.

It's been exactly 28 days (27 working days as they shut on christmas day (except the poor knowhow technical sods who get to answer all the questions) ) so I'd say you're well within your rights to phone backup and ask for a replacement, or pop into a Currys store with a receipt (also take the Washing machine Serial Number) and they can also arrange a exchange

elle66

On a similar theme, please bear with me, its a bit of a saga but I'll try and keep it brief. I bought a Hotpoint washing machine online from Dixons in June 2012. In a nutshell I've had an engineer from Hotpoint out 3 times to repair it. First time was 27.09.12 because the machine was vibrating and making a noise when it spun which caused the soap dispenser drawer to break and it wouldn't stay closed. Engineer who attended was here about 10 mins, said he'd tightened some screws that were loose and he'd fixed the drawer. He hadn't. Reported it again, 2nd engineer came out 04.10.12, said he couldn't fix the drawer because he needed to order a part, told him again about the noise the machine made when it spun which was getting worse, he said he'd tighten the screws again and would probably be back within 2 weeks to fix soap dispenser drawer. He didn't. My fault maybe but I didn't follow this up until 13.12.12 when I rang again as the noise was now so bad the neighbours could hear it and the soap dispenser drawer was still not repaired, plus there was concrete dust coming from the bottom of the washing machine. The engineer who attended the 3rd time on 18.12.12 was the same one who came out in October. He told me the lower weight (which is like a concrete plinth) had disintegrated, he went onto say that it may even have had a crack in it when he'd come out previously and he may have made it worse by tightening the screws (he later denied saying this). He now needed to order more parts one of which needed to come from Italy therefore it would not be repaired before Christmas

I've had various phone conversations with Currys (who have taken over Dixons) and Hotpoint. I have demanded a new machine from Hotpoint as its clear the machine was faulty from the start and has probably been made worse due to lack of service by the engineers who attended. To be honest I feel like I'm banging my head against a brick wall as I am getting nowhere. My questions are;

Are they correct in saying that as the machine can be repaired they do not have to replace it?
Can I not demand a replacement on the basis that the part that was ordered on October was not delivered and the repair not carried out within 28 days, even though that was only the dispenser drawer. BTW Hotpoint rang Friday to say the part had been delivered but they couldn't book an engineer until this Friday 04.01.13. Sorry about the rant but just need to know if I'm wasting my time arguing with them.

wealdroam

Elle66, probably best if you started your own thread, otherwise things will become confused.

CoolHotCold

Wealdroam is right in that a new thread would be best.

However due to the time passed you will need to start again, if you chased it after the 28 days expired or after that you might be given the option to exchange, but like you said, you've left it for 2 months after the visit, if you don't phone or inform them it's still wrong it's marked as a completed repair (as most people will phone if it's not working).

Friday is only a day away, wait till then for the engineer and if it's not fixed go about the repair process again through Currys.

financial_muppet

Thanks for the info CoolHotCold. I first reported the issue to Curry's on the 5th Dec so it sounds like this policy would apply.
I'm going to hold on until Monday to see if the engineer a) arrives b) stays c) has the parts with him d) fixes the issue. If not, I will approach Curry's about a replacement machine.

financial_muppet

@elle66 best of luck getting this resolved. I will watch your thread with interest to see how you get on.

financial_muppet

Dear xxx, The Hoover engineer came this morning and replaced the concrete block in the washing machine. I ran a light load through the machine and unfortunately, it leaked during the spin cycle (as you can see from the attached photo) so the issue has not been resolved. It is now over a month since I first raised this issue with Curry's and I still do not have a working washing machine. As I have two babies in the house, a washing machine is essential to us and I have had to do regular trips to the launderette as a result of not having a functioning machine. In addition, I have had to ensure someone is at home on four separate occasions now.
Whilst I accept that it is your right to decide whether to repair or replace goods under the Sale of Goods act, given the length of time and effort that has been expended by all of us trying to get this machine fixed I would like to, once again, urge you to replace this machine with a replacement without any further delay. Can you please consider this request with urgency and let me know what our next steps will be.
Many thanks, John

financial_muppet

I followed up the email above with a phone call to Curry's. Curry's Knowhow told me that as the issue had been outstanding for over 28 days then Hoover should simply replace the machine. They put me through to Hoover who said that this was definitely not the case.
Hoover are currently trying to get the engineer back out to me today. I'm not convinced they will manage it but we shall see. Next steps (unless anyone has any other bright ideas) are to call Curry's back tomorrow and ask them to coordinate a replacement with Hoover.

33 days with no washing machine and counting...

neilmcl

You should tell them that you don't much care what the manufacturer's replacement policy is, your contract is with Currys and it's them that should be providing a replacement at this stage.