Regarding Warranty Repairs

aaronjlaw

Hello,

This post is on behalf of my mother.

We have a washing machine which is under guarantee and something went wrong so we called up knowhow and they sent an engineer.....Got some new parts, fitted them blah blah... It broke again... and again and again.... Bearing in mind it cost less than £200 new I am pretty sure they have spent more than that on engineers after their 7 visits....

It has got to the stage where we had to video the washing machine not working for them to give us a new one (Which we have done) and the engineer reported to them that "the washing machine was not loaded properly..."
Mum is fuming to say the least...


My main point is, is it worth talking to citizens advice or similar about what can be done as this has dragged on for months and mum paid for extra guarantees when she bought it so this process would be easier. The machine doesnt work, has evidence to back this up and around 10 engineers visits but still not a replacement....

Is this typical tactics? Change every part on the machine until you get fed up of asking?

unholyangel

AFAIK, knowhow allows so many attempted repairs of the same fault before giving a replacement. I think it might be 3 or 4 but if you check your policy documentation, it should tell you for definite.

Or even give them a call and ask about it.

Fosterdog

What faults has it had and what new parts have been fitted?

Most modern machines can have balancing problems if not loaded correctly which can lead to it stopping mid cycle or even not starting at all. If that's all that's happened then it's not a faulty item but down to user error.

If during the repairs it has had new parts fitted then unless they were down to accidental damage they should swap it. It doesn't have to be the same fault causing it each time just four faults.

aaronjlaw

The machine is like 4 or 5 years old... It has worked perfectly the way it was used until late last year when it stopped working properly. New motherboards and motors have been fitted along with a host of re calibrations and other checks. they have been out literally 10 times and watched a video of it not working and will not replace it.

unholyangel

aaronjlaw wrote: »

The machine is like 4 or 5 years old... It has worked perfectly the way it was used until late last year when it stopped working properly. New motherboards and motors have been fitted along with a host of re calibrations and other checks. they have been out literally 10 times and watched a video of it not working and will not replace it.

What does the policy documentation state about repairs/replacements?