4 months old damaged washing machine

DP87

Hi

I purchased a washing machine in April 2016. There are 3 plastic paddles on the inside of the drum which have all snapped off during a wash.

I called the manufacturer to request a repair and I was told that only mechanical and electrical faults are covered within the warranty. I was informed that my fault is neither mechanical or electrical and I would therefore have to pay a repair and call out fee for an engineer, which is not far off the full cost of the washing machine!

Could someone please advise me of my rights? I was under the impression that they would still be expected to repair the fault I have.

Thanks in advance.

JJ_Egan

Your rights under Consumer Regulations are against the vendor .Manufacturers warranty is separate and subject to any conditions they choose .
Go back to the vendor with your complaint .

DP87

I have now spoken to the vendor who insist I must go through the manufacturer for a repair. The vendor also says the manufacturer will charge me for a repair if the damage isn't seen as mechanical or electrical. I have been told that it sounds like I have overfilled the washing machine and would therefore be my fault, which I completely disagree with.

What is my next step?

JJ_Egan

Choice return to the vendor spouting the law .
Or do as the vendor says and see what the outcome is .
If you don't believe its damage then pay for an independent report .

neilmcl

DP87 wrote: »

I have now spoken to the vendor who insist I must go through the manufacturer for a repair. The vendor also says the manufacturer will charge me for a repair if the damage isn't seen as mechanical or electrical. I have been told that it sounds like I have overfilled the washing machine and would therefore be my fault, which I completely disagree with.

What is my next step?

Out of interest have you put anything like trainers into your washing machine.

At the end of the day the onus, at this point, is on the retailer (will you name them btw) to prove that any fault is not down to a manufacturing defect, not the other way around. Personally I'd allow the manufacturer to send out an engineer to diagnose the fault only, if they agree that it isn't down to misuse then you'll be in a better position to get a remedy from the vendor.

How the manufacturer (or retailer) can say the paddles breaking is not a mechanical fault is beyond me, they have a mechanical function after all.

DP87

Thanks for the responses.

The only things in the machine have been clothes although we did use the machine numerous times in a couple of days as we had just returned from holiday.

The washing machine was made by Hotpoint and we purchased it from Currys.

From my discussion with Hotpoint they were saying that I would have to pay a call out fee to the engineer if when he got to my house he decided the fault wasn't mechanical. I will attempt to get an engineer out to diagnose the fault but I would expect Hotpoint to refuse.

[Deleted User]

DP87 wrote: »

From my discussion with Hotpoint they were saying that I would have to pay a call out fee to the engineer if when he got to my house he decided the fault wasn't mechanical.

I don't see a problem here, to be honest.
If the engineer finds the fault is covered by the warranty he'll fix it without charge. If he does not, then you'll need to cross that bridge when you come to it.
If you know for certain that you haven't overloaded the machine or washed inappropriate items, then the machine should be repaired without charge.
Be honest with yourself and you'll know already whether you'll have to pay or not.

bris

The paddles get broken when over filling. For one to break is unlucky, but for 3 to break is almost certainly an overload.


Playing devils advocate here but can't see it happening any other way. They break with stress and that can only happen when the clothes are packed in to tight.


You can buy the paddles dirt cheap and very easy to fit, a tenner should see the job done.

naedanger

DP87 wrote: »

Hi

I purchased a washing machine in April 2016. There are 3 plastic paddles on the inside of the drum which have all snapped off during a wash.

I called the manufacturer to request a repair and I was told that only mechanical and electrical faults are covered within the warranty. I was informed that my fault is neither mechanical or electrical and I would therefore have to pay a repair and call out fee for an engineer, which is not far off the full cost of the washing machine!

Could someone please advise me of my rights? I was under the impression that they would still be expected to repair the fault I have.

Thanks in advance.

How did you pay for the item? (If it was by credit card you have more options.)