AO.com returning a faulty washing machine

naedanger

Poppie68 wrote: »

You seem to have the answer to your own question, so maybe you can enlighten me!

I don't know why you thought it appropriate to use loaded language because I don't think it was.

I was purely making an observation ...

You didn't really make an observation other than repeat a point Zandoni made himself.

... and stating an opinion ...

What opinion did you state?

Zandoni

You shopkeepers are a funny lot, you do often have to insist because a lot of your colleagues try very hard not to refund. It's very rare that you need to stamp your feet though.

shaun_from_Africa

If I receive something that is faulty, I would always ask for a refund or replacement rather than a repair.
Why?
Well, in the case of something like a washing machine, it would probably have been inspected during the manufacturing process, and it definitely would have been tested when the assembly had been finished, so if it wasn't working when delivered to me, the logical assumption would be that something happened to it between testing and when I received it.
This could be anything from getting dropped or knocked to being stored in a humid or dusty environment which caused a problem.


A repair may well fix the fault but who to say that there wouldn't be another problem related to the original one lurking and which may only appear at a later date.
I realise that it's unlikely, but if I'm spending £hundreds on a new item, I expect a new item and not a repaired one when I actually get to use it for the first time.

Ted_Terry

neilmcl wrote: »

Why a refund and not a repair or replacement?

I think a refund or replacement is acceptable, but why should anyone had a brand new product repaired, when it was clearly sold with a fault!

ThumbRemote

Poppie68 wrote: »

You seem to stamp your feet and insist often!

This is a consumer rights forum. Do you think there's something wrong with people asserting their legal statutory rights?

kjvr

The washing machine won't spin at the end of the cycle, the clothes are dripping wet. I would rather not have it repaired as it's clearly faulty from the get go. Like most people as it doesn't work from the start I have lost faith in the machine and would rather try another.

Fosterdog

There are loads of reasons for a machine (even a new one) not spinning so I can see why they want a fault verified first.

Non spinning can be a blockage, machine not level, transport bolts not removed, unbalanced load, overloading, wrong program settings. Then there will be a list of actual faults that can also cause it.

zoob

Ted_Terry wrote: »

I think a refund or replacement is acceptable, but why should anyone had a brand new product repaired, when it was clearly sold with a fault!

Yes, totally agree the customer has a right to a refund if machine is faulty, no problem at all.
After 30 somthing years of selling washing machines, I would say that's it's a 50/50 chance that the machine is faulty as the issue the OP describes sounds like it could be a waste plumbing issue rather than a fault, years ago you could connect a machine to a waste and it would work, mind you the instructions told you the right way, today the machines must be connected the right way to empty properly.
It reasonable for then to check that and they'll usely ask that before sending an engineer to check.

kjvr

Thanks Fosterdog. I've tried lots of cycles with different loads over the last few evenings.The transport bolts were removed, the machine is level and the drainage is working. It has two cycles that are high capacity and when they are near weight capacity the machine will not spin, whilst on a 2-3kg cycle and with that weight load it will spin and work. Whilst on a 10kg cycle with about 8kg of washing it can't spin. The book says an unbalanced load try manually rearranging which I have done. I can only get it to spin if I take half the washing out after the wash part of the cycle and spin it in two loads. The machine can't seem to manage the weight of the washing after it is wet. Unless the engineer can find an actual fault at the end of the week it seems that it simply can't manage to spin the weight of washing that is advertised.

bod1467

Genuine question ... when a manufacturer states a machine load (e.g. for a wash cycle) is that the DRY weight or the WET weight?