Beko custromer service playing funny boggers.

GlynD

Our 18 month old Beko washing machine has stopped heating water and there is a smell of unwashed, damp clothes coming from inside the drum.

I've contacted Beko and they are firm, despite my quoting SOGA that the machine is out of warranty and that is the end of the matter. I've got to phone their regional engineer tomorrow to get them out to fix the machine in any case and I was wondering if anyone has any experience of them and can give me a heads up on how to cut the rug from under their feet.

Or should I just go straight to Consumer Advice?

sodukoman

Where did you buy the machine?

GlynD

sodukoman wrote: »

Where did you buy the machine?

In a retailer's in Lisburn.

Zinger549

You would need to get a engineers report detailing the fault as it over 6 months.

GlynD

Zinger549 wrote: »

You would need to get a engineers report detailing the fault as it over 6 months.

I'd intended to have it repaired, regardless of the cost (within reason) as the engineer whose details they've supplied is their own representative. Then I'll simply claim the cost back from them and they won't be able to argue the toss as they supplied the engineer.

Jim_Jupiter

Your contract is with the retailer in Lisburn, not Beko. Try them, and use SOGA on them if need be. Beko are correct that once their warranty is up they need not lift a finger.

sodukoman

GlynD wrote: »

I'd intended to have it repaired, regardless of the cost (within reason) as the engineer whose details they've supplied is their own representative. Then I'll simply claim the cost back from them and they won't be able to argue the toss as they supplied the engineer.

Have you read the 'stickys' at the top of this Board?

GlynD

Jim_Jupiter wrote: »

Your contract is with the retailer in Lisburn, not Beko. Try them, and use SOGA on them if need be. Beko are correct that once their warranty is up they need not lift a finger.

Thank you for confirming that.

sodukoman wrote: »

Have you read the 'stickys' at the top of this Board?

No not yet. Is there any one in particular?

unholyangel

GlynD wrote: »

In a retailer's in Lisburn.

You have no statutory rights with the manufacturer. They provide the warranty - which is in addition to your rights.

Your rights are with the retailer. But as above, over 6 months you may need to get an independent report to state its inherently faulty. Speak to the retailer first though, they may offer a repair without needing the report (if they do need a report and it finds in your favour, the retailer should reimburse you for the cost of the report).

zoob

Thought this forum was to do with Consummer Rights and not Consummer Demands, why ask for advice, when your going to do your own thing anyway?

wealdroam

GlynD wrote: »

Our 18 month old Beko washing machine has stopped heating water and there is a smell of unwashed, damp clothes coming from inside the drum.

I've contacted Beko and they are firm, despite my quoting SOGA that the machine is out of warranty and that is the end of the matter. I've got to phone their regional engineer tomorrow to get them out to fix the machine in any case and I was wondering if anyone has any experience of them and can give me a heads up on how to cut the rug from under their feet.

Or should I just go straight to Consumer Advice?

I think you'll find that Beko are right in this instance.

If the appliance is out of warranty, then the manufacturer legally owes you nothing.
That of course is not good customer service, but that is all it is... not good customer service.

As has been indicated, you do have rights against whoever sold the thing to you.

To further explore those rights, can I suggest you have a read of MSE's Consumer Rights article?

Here is a short extract from it:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with them.

GlynD wrote: »

I'd intended to have it repaired, regardless of the cost (within reason) as the engineer whose details they've supplied is their own representative. Then I'll simply claim the cost back from them and they won't be able to argue the toss as they supplied the engineer.

I'm not quite sure who is going to do the repair, or who 'them' and 'they' are.

If you are thinking of asking Beko to repair it and are expecting to reclaim that cost from Beko then they will simply refuse... no responsibility as the warranty has expired.

If you are thinking of asking Beko to repair it and are expecting to reclaim that cost from the retailer then they, the retailer, will simply refuse as you have given them no opportunity to provide any remedy.

Please have a read of that article I linked to before doing anything hasty.