Beko washing machine - less than 1 year old

Bebebo

I bought a Beko integrated washing machine from Currys in store in June 2012

I also took out their whatever happens cover (covers breakdown, accidental damage etc and when we bought it we were told that if it broke down more than 3 times, it would be replaced)

It has always had problems with excessive vibrations (we started to use it in September as this is when we moved in) and a Beko engineer visited us in October. He replaced parts, it still vibrated, we called back, he came out again, replaced more parts.

It still vibrated but life took over and I didn't complain any more. At least I had clean clothes

In April it stopped washing clothes (ie water did not heat at all)

Called whatever happens, once again put through to Beko who sent an engineer. He replaced the PCB.

The next day, the same problem returned. I called Beko and explained. They said they would arrange another call out with the engineers, I said I had the number, could I do it myself. (2 under 3s mean I really need a washing machine and previously it had taken days just to arrange an appointment) . They said fine

I called the company and they sent an engineer 2 hours later, all good!

Two weeks later, it has gone again. Not heating up.

I called know how support (currys helpline) and told them that regardless of the additional cover I had taken out, surely having an engineer out 6 or 7 times (ie initial visits and then fixing)in less than 12 months means the product isn't right. She said that the Sale of Goods act for a washing machine deems '6months' as a reasonable amount of time for a refund.

They have said they will get Beko to send an engineer out again.

Where do I stand?
I thought that my agreement was with currys, not Beko but Currys keep saying that it is within warranty so they can't do anything.
Is 6 months a reasonable amount of time to expect a washing machine to last without problems?!?!

I've tried to keep it short!!

Bebebo

Forgot to say, paid on credit card

tinkerbell28

Currys are fobbing you off.

I had this problem with a hot point. 4/5 faults in a year, not as bad as yours, but still.

I got the runaround, the ohhh repair, repair, repair.

So it is all on the balance of probabilities. When it went wrong again at the end of the year. I was ready to go down the not fit for purpose route at court. So I sent a letter before action. It is ofc all open to interpretation, whether the court on the day decides you have a case.

I thought I did, so was prepared to go the whole way. I got a refund and 20% off a model up. Was a high street retailer.

I paid cash, you have your credit card to claim off. They are jointly responsible with currys.

fluffnutter

It's worth knowing that the new customer rights legislation (not law yet) places a limit on how many times retailers can try to repair a faulty item. One failed repair and you'll be entitled to ask for a replacement. Although this isn't yet law, it soon will be so it might be worth mentioning this to try to prompt a replacement or part refund.

Bebebo

Thanks, I was pretty sure they were fobbing me off (the customer service guy even told me I was wasting my own time by not just agreeing to another engineer visit) but after 2 hours I lost my fight (and will to live).

Esqui

fluffnutter wrote: »

It's worth knowing that the new customer rights legislation (not law yet) places a limit on how many times retailers can try to repair a faulty item. One failed repair and you'll be entitled to ask for a replacement. Although this isn't yet law, it soon will be so it might be worth mentioning this to try to prompt a replacement or part refund.

That seems a bit harsh - one repair? That'd make it rather easy for someone to claim the fault is a bit different so that it comes back not fixed

fluffnutter

Esqui wrote: »

That seems a bit harsh - one repair? That'd make it rather easy for someone to claim the fault is a bit different so that it comes back not fixed

Or alternatively it prevents retailers endlessly sending away your item for a string of repairs that don't fix the problem. Why shouldn't a customer be entitled to a replacement after one failed repair? If they try and fail to fix something, then I think it's perfectly reasonable to request a replacement, rather than have the original continually break.

Seems odd to find someone on a consumer rights forum complaining that consumer rights are too generous!

I don't really understand your second point. Surely it would make more sense to claim the fault is the original fault that they've failed to fix.

visidigi

Bebebo wrote: »

she said that the Sale of Goods act for a washing machine deems '6months' as a reasonable amount of time for a refund.

Yet another shocker from currys.

Phone them back and inform the. You have provided ample opportunity to repair the device and you want the machine replaced.

I don't even know why the woman mentioned a refund, you took out the cover and you're claiming on that, unless you asked her for a refund ?

Bebebo

Yes I asked about a refund because the insurance says if it is the same fault 3 times, then on the 4th breakdown it will be replaced. I said that regardless of whether i had taken additional protection, surely 6 breakdowns is unacceptable. That's when she said that the sale of goods act is only the first 6 months.

visidigi

You need to decide what you are claiming under. I Personally would use the policy you paid for and have it replaced - the policy does not refund normally (check the documentation). Check your documentation and get in touch with know how.

Slowhand

Esqui wrote: »

That seems a bit harsh - one repair? That'd make it rather easy for someone to claim the fault is a bit different so that it comes back not fixed

Maybe if the likes Currys/PC World met their obligations properly this change wouldn't have been implemented. Sh i tting in your own nest and then complaining about the smell comes to mind.