AO refuse refund of faulty new washing machine

meer53

How do you know it's not spinning at 800 ? Is it just your opinion ?

SuperHan

kbmg123 wrote: »

the fact that you had to be assertive after having an engineer confirmed what you already knew and told them makes me question the customer service dept at AO.

Of course this is when you should have to be assertive (if you have to be at all). AO do not know whether the problem is user error or an actual fault until they inspect in situ. You don't have the right to return for exchange/full refund unless there is a fault, so they are within their rights to establish this first.

However, it is the need for such assertion that makes their customer service poor.

neilmcl

kbmg123 wrote: »

I can understand their point of view because there are some people who are unsure of how to use a washing machine etc.

However, I'm not happy to accept a repair job and I feel that an engineer is sent to do just that.

the fact that you had to be assertive after having an engineer confirmed what you already knew and told them makes me question the customer service dept at AO.

I won't be buying from them again; or recommending them

Have AO actually said anything about repair? All they/you have stated is that they want to send out an engineer, presumably to assess whether a fault exists, which is entirely reasonable. Should a fault exist then you'll be fully entitled to reject the machine for a full refund.

In addition to that however, if they can't get an engineer out to you within a reasonable time and so as not to cause a significant inconvenience then you can press for a remedy sooner.

kbmg123

Engineer arrived this morning.

Machine is unrepairable as the drum is broken hence it doesnt spin correctly.

Said this would definitely have been caused prior to dispatch and most likely by being badly loaded with a forklift.
Apparently its taken quite a bash according to him.

Phoned AO who said they would do nothing until they had a report in writing from engineer.

So a step nearer a refund.

Won't be re-ordering with them.

So a week after ordering a machine and paying for one, I still wont have a machine that works.

Lucky I have a good neighbour (she even ironed it last time!)

kbmg123

meer53 wrote: »

How do you know it's not spinning at 800 ? Is it just your opinion ?

I have had a number of machines over the years and remember the 800rpm wet washing feel.

So its an informed opinion and the engineer this morning confirmed my opinion.

kbmg123

wealdroam wrote: »

So did you remove all four of the transport locks? Sounds like a reasonable question to me.

Did you install the thing absolutely level - as described on page 30 of the manual?

There's a warning on that page:




Is it installed on a wooden floor?

By the way, do AO pay you?

tomtontom

kbmg123 wrote: »

By the way, do AO pay you?

So predictable!

OP you have been unreasonable with this, the engineer could have been with you several days ago had you not been so stubborn. Give AO a call on Monday and check if they have had the report through, then politely explain you'll be rejecting the item under SoGA.

(And no, I don't work for them either!)

Lokolo

kbmg123 wrote: »

By the way, do AO pay you?

Unlikely with 14,000 posts compared to your 28. I would be careful in the future, rude comments will likely mean people will not respond to your posts.

kbmg123

tomtontom wrote: »

So predictable!

OP you have been unreasonable with this, the engineer could have been with you several days ago had you not been so stubborn. Give AO a call on Monday and check if they have had the report through, then politely explain you'll be rejecting the item under SoGA.

(And no, I don't work for them either!)

This was the first date AO could fit the engineer in.

meer53

kbmg123 wrote: »

Engineer arrived this morning.

Machine is unrepairable as the drum is broken hence it doesnt spin correctly.

Said this would definitely have been caused prior to dispatch and most likely by being badly loaded with a forklift.
Apparently its taken quite a bash according to him.

Phoned AO who said they would do nothing until they had a report in writing from engineer.

So a step nearer a refund.

Won't be re-ordering with them.

So a week after ordering a machine and paying for one, I still wont have a machine that works.

Lucky I have a good neighbour (she even ironed it last time!)

I don't understand why you say you wouldn't order from them again ? Accidents happen, they're sorting it out for you, whats the problem ?