Panasonic Washing Machine

katies_mum

Sorry if this posting is in the wrong place.

We have had our Panasonic washing machine for 2 years and 2 months. Just after Christmas it stopped working with a code on the display saying `internal water leak H43`. An engineer came out on 7th Jan (earliest appointment). He pressed some buttons etc and got it working.
It managed about 6 washes then stopped again with the same code..another engineer on the 28th Jan. This time he decided it was the pump causing the problems..pump ordered and it was fitted on the 1st Feb. 3 washes later..same problem.
Another repair man came on the 13th Feb, he stripped the machine down and could find no leak..so decided to order a new digital display thinking this could be the fault. This was fitted on Wednesday 20th.. it managed 2 washes and then stopped again.

Over the past 55 days the machine has worked on and off for about 11 washes. I am at my witts end and wondering if anyone can offer any advice.

It is under a 5 year warranty, it is impossible to speake to Panasonic Customer Service as when you ring it goes through to the service agents based in Liverpool somewhere.

I feel as though we have been extremely patient but not sure on my next course of action. :mad::mad: with the machine being just over 2 years old do we have any right / do we have to allow yet another repair?

I`d be very grateful for any advice. Many thanks.

Lucero_2

Tell Panasonic Customer Care (in Liverpool) that if it's not fixed this time, you will be listing it as not fit for purpose and expect either a full refund or replacement machine. If the Liverpool agents are not forthcoming, you will have to crack out the old pen and paper

santer_2

Keith Evans Managing Director Panasonic UK

[EMAIL="keith.evans@eu.panasonic.com"]keith.evans@eu.panasonic.com[/EMAIL]

You will probably get a reply from his PA but at least you can mention to Liverpool etc that you have been in touch with the MD

I got mine with a six year warranty so will be interested in how this goes.

katies_mum

Thank you Lucero, I really don`t want to give them another chance I think 5 is 4 too many. So will politely mention refund! as not sure if I feel confident in another machine from them (but of course don`t know what they are going to say)..I`m determined to be firm though as fed up with taking washing to my mums.
santer, brilliant thanks. I will be drafting an email very shortly.
Off to make a call, wish me luck.

katies_mum

I have actually managed to speak to Panasonic Customer Services, they have taken all the details of the problem. I did mention that I wanted the machine listed as not fit for purpose. She did say after so many repairs they would normally offer refund or replacement. My complaint has been forwarded to their HO for them to contact the repair agents for a report. She said I will hear from then within 48 working hours.
Watch this space... there is a possibility it could get sorted without having to write to the MD.
Thanks for the replies.

santer_2

Hope it goes well

katies_mum

Thanks, so do I.

As I really hoping for a refund am going to start looking to see what makes are getting good reviews.

macman

They can repair, replace, or refund, you have no automatic right to a refund.
Given the history, I think that the odds are that they would offer to replace it with a new one and with a cash adjustment, as it's now over 2 years old.

Rodders53

I'll be watching the outcome of this with interest as we have a Panasonic washer and think it is one of the best and certainly the quietest we've owned.

My copy of the 6-year extended warranty t&c states "This guarantee is an extension of your standard manufacturer’s guarantee. Your sole and exclusive remedy under this guarantee is for the repair, or at our option, the replacement of the product, or any defective parts."

No mention of a refund, nor a proportional charge for 'betterment' (common in some other makers t&c) but the choice is theirs to repair or replace (or even refund for the goodwill it may elicit).

I hope the outcome - whatever it is - is satisfactory for you and happens quickly.

letsbehonest

This is a good thread, we were looking at Panasonic washing machines as our next buy which is imminent,

katies_mum

Thanks for the advice macman, I`m really hoping for a refund .. but do appreciate they may send another engineer or even another machine. They did say thought with that many repairs it would be replacement or refund! so I`m keeping my fingers crossed.

Rodders53, I thought exactly the same about my machine, it was a great machine that was very quiet....I never thought we would need to call on the warranty.

letsbehonest, please don`t let it put you off - i might just have a duff one.