Faulty Washing Machine - Brand New

Daisy0965

Hi

I would just like to get some advice as to where I stand regarding a new washing machine I had delivered yesterday.

I ordered the machine, a Hotpoint, from very.co.uk last Thursday and paid extra for an express delivery in order to get it yesterday. I also paid for collection of the old machine (£5.00) and installation of the new one (£15.00). When I say 'paid', I added these items to my account with the order. The actual washing machine only is on a Buy Now Pay Later - 12 months.

When the machine was delivered the driver wasn't happy as my old machine hadn't been disconnected but I hadn't been advised I needed to do this. I have checked the Very website and also the email I recieved regarding the order and nowhere does it mention that you have to disconnect the old appliance. So the new machine was then left in my lounge and the old machine still connected. I spent the next few hours trying to find a plumber who could come and connect the new machine this side of Christmas. Eventually found a chap who came late yesterday evening and did the job for me, paid him £50 only to find the new machine is faulty! As soon as you press the on/off button it switches on, beeps and then switches itself off again.

I rang Very last night and said I wanted them to come and collect the thing as I don't want a machine that is faulty from the outset. I desperately need a machine now and don't want to get caught up in the Christmas rush with deliveries/plumbers etc so want to order a new one on next day delivery of which this particular model is not. Very have refunded me the express delivery charge, will refund the £20 connection and removal charge as soon as Hotpoint confirm to them they did not connect/remove and also will credit me with £10 as a good will gesture because of the £50 I paid to the plumber. They can't refund me the whole £50 because I paid him cash and didn't get a receipt - fair enough. However they have said I have to phone Hotpoint regarding the machine as Very only sell the machines on their behalf. The number they gave me was no longer in service and I can't find a Customer Service/Complaints number. I've tried for over 2 hours this morning to get through to the Service Dept but after listening to recorded announcements for several minutes per call, the line then goes to an engaged tone.

In any case I do not want the thing repaired. As I said I do not want a machine that is faulty from the outset. Can anyone tell me whether I am entitled to insist they take the machine back? I want to get it disconnected and order a new one today if at all possible.

Thanks in advance.

forgotmyname

Did the plumber remove the packing/transit bars and blanking plates on the pipework?

Daisy0965

Hi

The Indesit/Hotpoint delivery driver removed all the polystyrene and packaging before bringing the machine inside the house and then the plumber removed the transit bolts in order to be able to install it.

maninthestreet

What model name/number is this machine?

Daisy0965

It's a Hotpoint.

visidigi

Very are lying to you. They have to deal with the situation and you are more than within your rights to refuse the machine based on the fact its never worked.

Did the plumber try to run it after plumbing it in or not?

deanos

Very also has the right to inspect the machine as well dont they ? They will send Hotpoint to do this on Very's behalf

Daisy0965

Hi

No the plumber didn't try to run the machine. I rang Very back this afternoon after trying for hours to get through to Hotpoint, they tried to phone the number they had originally given me for Hotpoint and of course found the number was out of date too. They found another number for Hotpoint but couldn't get any answer so passed the number on to me to try to get through again. I just want to find out where I stand really before contacting them. I really don't want a repair as I will have no confidence in a machine that has been faulty from day 1. This is my third washing machine in 5 years so really not happy. I thought by paying a little bit more this time that I would get a better one but possibly not. This situation is so frustrating and each time I phone Very I have to wait 15-30 mins for an answer too.

sheramber

It sounds as if there is a problem with the water supply to the machine. I t is not getting any so switching off again.

There are contact details on the Hotpoint website

http://www.hotpoint.co.uk/help-advice

Karabunga

Hello Daisy095, I am just wondering if you ever got anywhere with this? We are in a slightly similar situation with Very and Hotpoint, which has dragged on for months. Thinking of getting legal advice now!:mad:

neilmcl

Karabunga wrote: »

Hello Daisy095, I am just wondering if you ever got anywhere with this? We are in a slightly similar situation with Very and Hotpoint, which has dragged on for months. Thinking of getting legal advice now!:mad:

Given that this thread is over 15 months old and the OP hasn't posted since I doubt you'll get an update.