Samsung 5 Year Warranty issue

custardy

daggy wrote: »

Hi folks...

We got the report...psb:

We were requested by our client to write a report on a Samsung washing machine model no.WF0702WKE/XEU serial number Y4GK5ABC20014A ERROR CODE 3E WAS DISPLAYED.
0ur finding as are as follows;

The motor circuit on PCB had overheated, possibly caused by motor, tested motor itself, seems ok (commutator worn on motor ). PCB definately required and possible motor. Cost of repair £ 220 and up to £ 350 with the motor.
My professional opinion is that this washing machine is beyond economical repair.

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We sent them the report, but they;ve rejected the claim because it does not confirm the problems were present when the washer wa supplied.

Any advice on next step? Do I go to the ombudsman or is a follow up letter worthwhile?

We've had the washer for 3 years... so it's well within the 'expected' lifespan of an appliance.

Thanks in advance

All your report says is its possible the motor has worn out and possibly damaged the PCB.
This doesnt indicate any inherent fault. You need to shake this 'it should still be working attitude'.

daggy

custardy wrote: »

All your report says is its possible the motor has worn out and possibly damaged the PCB.
This doesnt indicate any inherent fault. You need to shake this 'it should still be working attitude'.

Thanks for the reply... what am I expected to prove? Surely it's impossible to say with any certainty whether the fault was inherent when it was bought, but the motor circuit should not overheat with the washer is operating as it should? This isn't something I could cause through misuse?

Is it reasonable to only get 3 years of use from a Washer? If it does develop a fault within that time it is not of satisfactory quality...

Any advice on next steps?

daggy

Also am I right in thinking you are expected to prove it's faulty under the sale of goods act, which then puts the seller in breach of contract and entitles you to the section 75 refund?

JJ_Egan

(Is it reasonable to only get 3 years of use from a Washer? If it does develop a fault within that time it is not of satisfactory quality...)


Its up to you to prove this .
The report you posted did not put the blame on manufacture or a component expiring before its reasonable lifetime .

A fault developed can be user damage that's why they want proof .

custardy

daggy wrote: »

Thanks for the reply... what am I expected to prove? Surely it's impossible to say with any certainty whether the fault was inherent when it was bought, but the motor circuit should not overheat with the washer is operating as it should? This isn't something I could cause through misuse?

Is it reasonable to only get 3 years of use from a Washer? If it does develop a fault within that time it is not of satisfactory quality...

Any advice on next steps?

Well I'm no expert but you have now shown them your report.
So unless you can bring new proof,they arent going to budge.
How long should a machine last? what if you did 3 loads a day,7 days a week?
Its not a simple timescale. If you say its not satisfactory 'quality'. Then you need to demonstrate how. Not having a go,I wouldnt be happy if it went pop in 3 years either.

naedanger

daggy wrote: »

Also am I right in thinking you are expected to prove it's faulty under the sale of goods act, which then puts the seller in breach of contract and entitles you to the section 75 refund?

You need to prove, on the balance of probability, that the fault was inherent - in other words it existed when you purchased the item, even if that fault did not manifest itself until later. Lack of durability might be due to an inherent fault - e.g. that the item was not sufficiently robust, but it could also be due to misuse. The problem with the report you have is there is nothing to say the fault was inherent, it does not rule out overuse, overloading etc as being what most likely caused the overheating.

I suspect it is quite difficult for the engineer to conclude what was the likely cause of this washing machine failure.

[Deleted User]

I think you'd have been better paying for the machine to be fixed, rather than for a largely useless engineer's report, to be honest.

You started this Thread in January which is now more than ten months ago.

Have you been washing your clothes in the sink all this time?

daggy

custardy wrote: »

Well I'm no expert but you have now shown them your report.
So unless you can bring new proof,they arent going to budge.
How long should a machine last? what if you did 3 loads a day,7 days a week?
Its not a simple timescale. If you say its not satisfactory 'quality'. Then you need to demonstrate how. Not having a go,I wouldnt be happy if it went pop in 3 years either.

Yup, we're going to e-mail the company that did the report and ask if they're able to advise whether the fault would have been inherent or caused by misuse...

The washer is usually used once a day and occasionally twice a day; I just find it hard to believe that misuse could cause this fault, but I guess that's irrelevant if we can't get a report that states this.

We already had an engineer out to replace a faulty ecobubble motor at approx. 1 year, but that was done under warranty... so the washer has a history of faults, but not sure if this has any bearing on this situation.

naedanger wrote: »

You need to prove, on the balance of probability, that the fault was inherent - in other words it existed when you purchased the item, even if that fault did not manifest itself until later. Lack of durability might be due to an inherent fault - e.g. that the item was not sufficiently robust, but it could also be due to misuse. The problem with the report you have is there is nothing to say the fault was inherent, it does not rule out overuse, overloading etc as being what most likely caused the overheating.

I suspect it is quite difficult for the engineer to conclude what was the likely cause of this washing machine failure.

Thanks, when I go back to the company who did the report I'll ask if they're able to state whether misuse or overuse is a possible cause or whether it is likely to be an inherent fault.

Moneyineptitude wrote: »

I think you'd have been better paying for the machine to be fixed, rather than for a largely useless engineer's report, to be honest.

You started this Thread in January which is now more than ten months ago.

Have you been washing your clothes in the sink all this time?

No... we manage to source an old one from the gf's dad as he was clearing out a house before sale and didn't need any of the stuff in it.

naedanger

daggy wrote: »

Thanks, when I go back to the company who did the report I'll ask if they're able to state whether misuse or overuse is a possible cause or whether it is likely to be an inherent fault.

Remember to tell them they only need to say what in their opinion was the most likely cause. (They will not be able to say for certain, but may be happy to give an opinion.) It may also help if they state somewhere what their experience is, and if they have any relevant qualifications.

BadBehaviour

I won't say anything about the warranty issue but using it once or twice a day (I assume you use it then every day of the week) is a lot of use and it will certainly shorten the lifespan of the appliance a bit.

In my old place I had a washing machine that was already 2nd hand and no fancy brand either and almost 5 years later was still working fine but I would do a wash once a week, not everyday.

I understand people have different needs and my mum for example uses hers everyday but she's had it for years as well and so I think you have a case when you say you expect a Samsung washing machine to last more than 3 years to be honest.