Whirlpool - how to alienate customers

paddy's_mum

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

Takeaway_Addict

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.

ThumbRemote

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.

paddy's_mum

ThumbRemote wrote: »

A good company does more than the legal minimum though.

Quite ... thank you.

Takeaway_Addict

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.

earthstorm

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 wrong

mathsmaster

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.

paddy's_mum

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.

lincroft1710

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 years

Takeaway_Addict

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.

Iom-rf

£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.