AO.com returning a faulty washing machine

kjvr

I bought a washing machine a week ago that is faulty from ao.com. When you call their helpline is automatically forwards you to the manufacturer.
Obviously I want a refund from ao not to waste time with the manufacturer. When I explained that I wanted a refund to their team via live chat they insist that all I can do is have a Zanussi engineer confirm it is faulty before they will deal with me. Are they right in this?
Now I have to wait for them to call me back when they're next open and come out, so I'll have to take a day off work as I doubt they will do evening or weekend visits.
What do you guys think?

deanos

They are allowed to confirm its faulty, an engineer visit will confirm this

kjvr

At least another week without clean clothes then ;-(

neilmcl

Why a refund and not a repair or replacement?

AJXX

neilmcl wrote: »

Why a refund and not a repair or replacement?

(Text removed by MSE Forum Team)

OP could have likely had it repaired and running again when the engineer comes to verify the fault if he/she wasn't demanding a refund.

Instead they'll verify the fault, go away, report back to AO, AO will arrange with OP to collet the machine, machine will be collected, spend a day or two in transit, be received by AO and checked over, AO will issue refund likely taking 3/4 days to reach OP's bank account - probably looking at about 1-2 weeks after the engineer visit to sort vs something that could potentially have been sorted a lot sooner with a repair.

mo786uk

neilmcl wrote: »

Why a refund and not a repair or replacement?

Interesting question - I spose the fundamental question is why does UK alw allow you to reject for a full refund? I assume it is because if an item is faulty you may lose faith in the product/brand.

Zandoni

I might go for a replacement if I liked it and wanted to give them another chance, but often I'd insist on a refund.

zoob

What's wrong with the machine that it faulty, did it ever work at all?

Poppie68

Zandoni wrote: »

I might go for a replacement if I liked it and wanted to give them another chance, but often I'd insist on a refund.

You seem to stamp your feet and insist often!

naedanger

Poppie68 wrote: »

You seem to stamp your feet and insist often!

If you remove the loaded language from your statement it becomes "You seem to insist often", which is what Zandoni said ("often I'd insist on a refund"). So it seems the only purpose of your post was to use loaded language. Why do you feel that is necessary or appropriate?

Poppie68

naedanger wrote: »

If you remove the loaded language from your statement it becomes "You seem to insist often", which is what Zandoni said ("often I'd insist on a refund"). So it seems the only purpose of your post was to use loaded language. Why do you feel that is necessary or appropriate?

You seem to have the answer to your own question, so maybe you can enlighten me!
I was purely making an observation and stating an opinion which is actually permitted on the forum.