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Whirlpool - how to alienate customers
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paddy's_mum
Posts: 3,977 Forumite

My Whirlpool washing machine died very suddenly yesterday. It is just under 2 years old, and has not been overworked, with only the two of us here.
When I rang the Service department, quoting the paperwork they supplied with the machine that promised two years guarantee, I was told that only applied if I was a customer in Ireland. British customers are only covered for one year, even if they buy the identical machine!
I can have an engineer come out but it will cost me £85 just for him to call and any parts needed will be on top of that.
If this is their standard of quality, workmanship and fair play, I don't think I'll bother.
Well done, Whirlpool. Your greedy unconcern just lost you a customer, and now thousands of other people will be able to read about your standard of Customer Service.
Words like 'shot' 'yourself' and 'foot' come to mind. :T
When I rang the Service department, quoting the paperwork they supplied with the machine that promised two years guarantee, I was told that only applied if I was a customer in Ireland. British customers are only covered for one year, even if they buy the identical machine!
I can have an engineer come out but it will cost me £85 just for him to call and any parts needed will be on top of that.
If this is their standard of quality, workmanship and fair play, I don't think I'll bother.
Well done, Whirlpool. Your greedy unconcern just lost you a customer, and now thousands of other people will be able to read about your standard of Customer Service.
Words like 'shot' 'yourself' and 'foot' come to mind. :T
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Comments
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They've not really done anything wrong though have they?
If you have an issue with it take it up with the retailer and you maybe asked to prove that the fault is inherent rather than through wear and tear and then you may have the protection of SOGA.Don't trust a forum for advice. Get proper paid advice. Any advice given should always be checked0 -
Takeaway_Addict wrote: »They've not really done anything wrong though have they?
Legally, no.
A good company does more than the legal minimum though.0 -
ThumbRemote wrote: »
A good company does more than the legal minimum though.
Quite ... thank you.0 -
ThumbRemote wrote: »Legally, no.
A good company does more than the legal minimum though.
sticking by the law doesn't make them a bad company either. Remember that Whirlpool will have sold it at trade so the £85 may be their profit in this machine.Don't trust a forum for advice. Get proper paid advice. Any advice given should always be checked0 -
If you read the paperwork it will most likely tell you the two years is only for customers in ireland.
so as stated by them sticking to the law they have done nothing wrong0 -
I would say a washing machine should last longer than 2 years - I think mine's 12. Martin was discussing this on the Consumer Team this week
http://www.bbc.co.uk/podcasts/series/consumer
Your contract is with the retailer to sort a repair. If they won't, you could try the small claims court, which is supposed to be quite straight forward."You're never beaten until you admit it."0 -
Update.
I'm pleased to report that Tesco, from whom I bought the machine in the first place, have agreed that less than 2 years reasonable use of a £300+ washing machine isn't acceptable.
They have refunded me £80 and agree that durability was less than 'the man on the Clapham omnibus' could reasonably expect.
Thumbs up for Tesco and hope that helps somebody else if they find themselves in the same position.0 -
If Tesco have refunded approx a quarter of the purchase price this suggests that the machine would have a life expectancy of less than 3 yearsIf you are querying your Council Tax band would you please state whether you are in England, Scotland or Wales0
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paddy's_mum wrote: »Update.
I'm pleased to report that Tesco, from whom I bought the machine in the first place, have agreed that less than 2 years reasonable use of a £300+ washing machine isn't acceptable.
They have refunded me £80 and agree that durability was less than 'the man on the Clapham omnibus' could reasonably expect.
Thumbs up for Tesco and hope that helps somebody else if they find themselves in the same position.
Well done Tesco....though you should have done this from the start.Don't trust a forum for advice. Get proper paid advice. Any advice given should always be checked0 -
£80 isn't a lot either though, will it cover the parts that need replacing? I wouldn't expect a washing machine to break when its under 2 years old unless its through user error (ie leaving change in pockets).
I'd still be taking that to watchdog personally, I'd expect a washing machine to last at least 5 years, more like 10.What Happened To Summer!?
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