Faulty (new) tumble dryer and ao.com

VickiLou

Hi all, new to these forums and hoping someone can help,

I bought a condenser tumble dryer last Tuesday, 15th March, from ao.com; which was delivered on Friday, 18th.

From the first time I've used it I sensed something wasn't right; but I persevered thinking it might be me using it wrong (only had a vented one previously) but now I'm pretty certain it's faulty after a few attempted uses.

In a nutshell, it has a sensor which tells you when the water tank needs emptying or the filter needs cleaning. It bleeps when this is the case and a light comes on. Both lights are constantly coming on and it bleeps, several times in one drying cycle, even though there is nothing in the water tank and both filters are clean. It's now not coming on at all and just bleeping at me. It's driving me mad!
Over the past few days it's occasionally decided to work, but even then, after 20 minutes or so it bleeps, saying the tank needs emptying etc. It also doesn't seem to actually dry the clothes that well unless they're in there for well over an hour (but this might be normal?)

I've tried contacting ao.com today but I got passed via an automated line straight through to the manufacturer (Beko) who have said I need to have an engineer visit. I'n not happy with that and just want a replacement as I feel I have been sold a 'Friday afternoon' dryer.... Waiting for the engineer to call, but who knows how long that will be til he can come, especially with it being a BH this weekend.

I've read a lot of stuff, including on here, that say it is the retailer who should be sorting this out and not the manufacturer, but I can only get hold of a human via the online chat facility; and when I did that, he just said it's Beko who need to send out an engineer.

Can anyone help me, clarify in idiot's language where I stand, please!

Thanks x

wealdroam

VickiLou wrote: »

Hi all, new to these forums and hoping someone can help,

I bought a condenser tumble dryer last Tuesday, 15th March, from ao.com; which was delivered on Friday, 18th.

From the first time I've used it I sensed something wasn't right; but I persevered thinking it might be me using it wrong (only had a vented one previously) but now I'm pretty certain it's faulty after a few attempted uses.

In a nutshell, it has a sensor which tells you when the water tank needs emptying or the filter needs cleaning. It bleeps when this is the case and a light comes on. Both lights are constantly coming on and it bleeps, several times in one drying cycle, even though there is nothing in the water tank and both filters are clean. It's now not coming on at all and just bleeping at me. It's driving me mad!
Over the past few days it's occasionally decided to work, but even then, after 20 minutes or so it bleeps, saying the tank needs emptying etc. It also doesn't seem to actually dry the clothes that well unless they're in there for well over an hour (but this might be normal?)

I've tried contacting ao.com today but I got passed via an automated line straight through to the manufacturer (Beko) who have said I need to have an engineer visit. I'n not happy with that and just want a replacement as I feel I have been sold a 'Friday afternoon' dryer.... Waiting for the engineer to call, but who knows how long that will be til he can come, especially with it being a BH this weekend.

I've read a lot of stuff, including on here, that say it is the retailer who should be sorting this out and not the manufacturer, but I can only get hold of a human via the online chat facility; and when I did that, he just said it's Beko who need to send out an engineer.

Can anyone help me, clarify in idiot's language where I stand, please!

Thanks x

This short extract from MSE's Consumer Rights guide should help with one of your issues:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

Also, during the first thirty days following a sale, The Consumer Rights Act says you have the right to reject goods for a full refund if they do not conform to contract. You may need to demonstrate that the goods do not conform to contract though.

As well as that, if the goods were bought online, you have the right to return them for any reason you like, or even without a reason, but you may need to cover the cost of the return.

How did you pay? Credit card? Debit card? Something else?

shaun_from_Africa

I think that your best option would be to allow the Beko engineer to call to assess the appliance.
If/when they say that it is faulty, you don't have to allow a repair and as a fault will be confirmed, you then have the legal right to reject it and ask for a full refund and AO will have to arrange collection and pay for any costs involved in this.

VickiLou

Thanks both. Engineer is actually coming tomorrow (yes, even on a BH as apparently he has a lot of jobs....funny that). Anyway, today the dryer decided to work for a bit, and I was lulled into a false sense of security and I even thought momentarily about cancelling the engineer visit, but then it reverted to bleeping every 5 minutes so I'm glad I didn't cancel!

I paid via debt card.

AJXX

VickiLou wrote: »

Thanks both. Engineer is actually coming tomorrow (yes, even on a BH as apparently he has a lot of jobs....funny that). Anyway, today the dryer decided to work for a bit, and I was lulled into a false sense of security and I even thought momentarily about cancelling the engineer visit, but then it reverted to bleeping every 5 minutes so I'm glad I didn't cancel!

I paid via debt card.

See what the engineer says, you never know it could be a simple fix.

People far too often go down the route of wanting a replacement when it just isn't necessary, if the engineer can fix it quickly there's absolutely no point IMO of refusing a repair and demanding a replacement instead (yes it maybe your 'right' within 30 days), but ultimately can you really be arsed with removing the machine, having it collected, waiting for a new one, having the new one installed, blah blah blah when an engineer could come and potentially repair it in 5 mins.