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Problems with Co-op electrical washing machine purchase
lottie3000
Posts: 449 Forumite
Ok this is a long one and I really feel so fed up I really need some advice and help. I feel like i'm being completely fobbed off by the co-op and for the sake of saving about 40quid I made a big mistake buying my washing machine from them 
I have made a little diary below of what's happened and would appreciate any feedback.
18/11/12 Purchased Washing machine
19/11/12 Washing Machine delivered
An ongoing issue occurs that the washing machine walks out of where it was installed, haven't really pushed this with them.
08/03/13 One paddle broke of the inside of the drum, rang co-op (halfhour wait) the lady I spoke to advised that they'd send a replacement paddle. At this point i'd stopped the washing mid-cycle as it was making a noise and removed the one paddle, I restarted the machine and it finished it's cycle. When it had finished I found another paddle lose.
Second phone call to co-op (half hour wait) I explained to the guy who answered the phone that I was not happy another paddle had broken off, he said he's arrange to have another one sent. I pushed at this point and asked for an engineer visit but he said that it wasn't a fault that an engineer visit would be arranged for. I said that I would be finding out my consumer rights on monday and would like co-op to action a refund for the machine but he said that wasn't an option. A refund would only take place if the machine had 3 faults within 6 months and they would have to be ones where engineers visit and this wasn't one.
11/03/13 Got in touch with consumer advice and they advised that I was entitled to an engineer visit as under the sales of goods act they need to refund, replace or repair. I rang co-op and explained this and the agreed to arrange an engineer and this was booked for 19th March. I accepted this but i'm not happy as this means taking a day off work as they're unable ti give me a time for the visit.
I assumed that the paddles would come and i'd get my partner to fix it and cancel the engineer visit or have them come anyway to assess the unbalanced machine. Any how.
11/03/13 Message left on my home answerphone confirming that a full set of three paddles will be with me before Friday, they are easy to fit and if I haven't got the hand book then to refer to the internet ( This was obviously left before I rang them up)
15/03/13 One paddle is delivered, one, not two that should of come or 3 which the phone call confirms ordering and assuring delivery of!!!!! AARRRGGGHHH
My partner rang co-op as he didn't believe that I was pushing them enough but he got no further. The supervisor that he spoke to made me out to be a liar and explained that the kit was being sent before the engineer visit, but I have the answer phone message to back up that they were expecting me to fit them myself. She could do nothing and an engineer visit at a weekend was completely out of the question. She also explained that the co-op were just a retailer and the problem wasn't really for them to deal with but would pass all of our comments onto Idesit? Surely this isn't right?
So there it is really feel fed up, should of spent that extra 40 quid and gone to a local supplier but now i'm stuck with this. Machine less than 6 mths old and not working, having to take time off work to get fixed, that's if they can fix it as the parts aren't even here!!! Not sure if I can go down the inherently faulty route as it means going to the small claims court and not really sure how much that will set me back. Please advise anyone.
And for anyone thinking of buying from Co-op Electrical, DON'T DO IT.
I have made a little diary below of what's happened and would appreciate any feedback.18/11/12 Purchased Washing machine
19/11/12 Washing Machine delivered
An ongoing issue occurs that the washing machine walks out of where it was installed, haven't really pushed this with them.
08/03/13 One paddle broke of the inside of the drum, rang co-op (halfhour wait) the lady I spoke to advised that they'd send a replacement paddle. At this point i'd stopped the washing mid-cycle as it was making a noise and removed the one paddle, I restarted the machine and it finished it's cycle. When it had finished I found another paddle lose.
Second phone call to co-op (half hour wait) I explained to the guy who answered the phone that I was not happy another paddle had broken off, he said he's arrange to have another one sent. I pushed at this point and asked for an engineer visit but he said that it wasn't a fault that an engineer visit would be arranged for. I said that I would be finding out my consumer rights on monday and would like co-op to action a refund for the machine but he said that wasn't an option. A refund would only take place if the machine had 3 faults within 6 months and they would have to be ones where engineers visit and this wasn't one.
11/03/13 Got in touch with consumer advice and they advised that I was entitled to an engineer visit as under the sales of goods act they need to refund, replace or repair. I rang co-op and explained this and the agreed to arrange an engineer and this was booked for 19th March. I accepted this but i'm not happy as this means taking a day off work as they're unable ti give me a time for the visit.
I assumed that the paddles would come and i'd get my partner to fix it and cancel the engineer visit or have them come anyway to assess the unbalanced machine. Any how.
11/03/13 Message left on my home answerphone confirming that a full set of three paddles will be with me before Friday, they are easy to fit and if I haven't got the hand book then to refer to the internet ( This was obviously left before I rang them up)
15/03/13 One paddle is delivered, one, not two that should of come or 3 which the phone call confirms ordering and assuring delivery of!!!!! AARRRGGGHHH
My partner rang co-op as he didn't believe that I was pushing them enough but he got no further. The supervisor that he spoke to made me out to be a liar and explained that the kit was being sent before the engineer visit, but I have the answer phone message to back up that they were expecting me to fit them myself. She could do nothing and an engineer visit at a weekend was completely out of the question. She also explained that the co-op were just a retailer and the problem wasn't really for them to deal with but would pass all of our comments onto Idesit? Surely this isn't right?
So there it is really feel fed up, should of spent that extra 40 quid and gone to a local supplier but now i'm stuck with this. Machine less than 6 mths old and not working, having to take time off work to get fixed, that's if they can fix it as the parts aren't even here!!! Not sure if I can go down the inherently faulty route as it means going to the small claims court and not really sure how much that will set me back. Please advise anyone.
And for anyone thinking of buying from Co-op Electrical, DON'T DO IT.
0
Comments
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A couple of things which I'm sure you've already considered, but just in case.
When the machine was installed, was it put in perfectly level and were the adjustable feet locked in place?, and secondly, were the transit bolts and all the packing materials removed from around the drum?
Either one of the two things above could account for the "walking" and if the transit bolts hadn't been fully removed, then the drum wouldn't rotate freely and this may have caused the paddles to break.0 -
The transit bolts were removed and it was levelled correctly too.0
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