Hoover Washing Machine

sticklebrick

Hi all,

I bought a Hoover Washing Machine online from Currys in August this year. From the start it has had intermittant issues with the display cutting out mid cycle or the programme not completing and forever stuck on 60 minutes to go!

Got a Hoover engineer out first time it happened and he did nothing more than plug it in to his laptop and said nothing wrong with it now and asked for a £140 call out fee as the machine was working perfectly. I politely told him what he could do with his request at which point he threatened me with legal action (that's another story - needless to say I didn't have to pay the £140).

Anyhow, when the display cut out the next time I took a video of the problem and called the engineer out again - this time he actually took the machine to pieces and 'allegedly' found a loose connection, fixed it and was on his way.

Two weeks later the same issue reoccurs, so I take another video but called Hoover ask them to give me authority to go back to Currys to get a refund or replacement machine (Currys tell me they can't do anything with out this authority). Hoover refused and said because the fault had only been fixed once the only thing they could do is send out another engineer (my second day off work). Their policy is that only if a machine is fixed three times in the first 12 months will they even consider reviewing my case - and even then it's not a forgone conclusion they would replace my machine. They also said I would be charged £140 if the machine was working when they arrived.

Do I have to follow Hoover's rules? Which, if the machine is doomed, will mean they will have to come out four times in total before they will even consider replacement?

I just feel like I am being bullied and threatened with £140 charges every time I call them.

Am I being unreasonable to want the thing replaced or a full refund after two engineer visits in the first four months of a brand new appliance's life?

What are my rights? As I paid on a credit card, does section 75 help me at all?

Over to the wise consumer experts - and thanks in advance for reading this

Richard

RoonilWazlib_2

Your rights against Hoover are based on a warranty - presuming from what you've said, you have a warranty. Their obligation under a warranty is based on the terms.

Instead you can pursue your consumer rights directly against Currys.

Even if you have a warranty you can insist on using your consumer rights which take precedent over warranty.

Speak to Curry's. Tell them the item is not satisfactory quality and under the Consumer Rights Act 2015 this entitles you to redress against them - unless they can prove there is not an inherent fault. (I.e. it's normal wear and tear or you caused it by misuse). If they can't prove this you are entitled to a replacement in the first instance, or a refund if this can't be provided.

Write to them to formalise it if they don't respond appropriately. Store staff may not (deliberately or otherwise) understand your rights and their obligations.

Section 75 is an option if still can't resolve it.

wealdroam

It should be noted that as well as a replacement or refund, a repair is a suitable remedy for an inherent fault.

It is effectively the seller's choice of which remedy to provide, but the seller has only one chance to effect a satisfactory repair.

After one failed repair, The Consumer Rights Act allows to consumer to seek a replacement or a refund. The consumer does not have to suffer multiple repairs for the same issue.

But as has been said, your consumer rights are with/against the seller.
It could be said that you have not yet allowed the seller one opportunity to repair the thing.

I would be insisting that the seller arranges the next repair.

unholyangel

You said "currys tell me"....does that mean you've already approached the retailer about the fault? If so, when and what was said?

Especially as you're still within 6 months from purchase, it would be particularly misleading of them to try and fob you off (if that is what happened).

Also, exact time line (when ordered, delivered, date of faults, date of any contact you had and with who) might help. If the fault first occurred in the first 30 days and you did inform the retailer at the time, you may be able to argue that you're within the 30 days short term right to reject/retailer hasn't been able to provide a remedy within a reasonable time.

(6)If the consumer requests or agrees to the repair or replacement of goods, the period mentioned in subsection (3) or (4) stops running for the length of the waiting period.

(7)If goods supplied by the trader in response to that request or agreement do not conform to the contract, the time limit for exercising the short-term right to reject is then either—

(a)7 days after the waiting period ends, or

(b)if later, the original time limit for exercising that right, extended by the waiting period.

(8)The waiting period—

(a)begins with the day the consumer requests or agrees to the repair or replacement of the goods, and

(b)ends with the day on which the consumer receives goods supplied by the trader in response to the request or agreement.

sticklebrick

Thanks everyone for such speedy and helpful replies.

Brief timeline: I bought the washing machine on August 11th and the faults started in early November. I got the first engineer visit booked in for November 18th. The second engineer visit was on December 6th when the fault was supposedly fixed. The fault reappeared on the 11th December.

I called Currys to ask how I could get a replacement / refund they said they believed after the same fault occurred again with in a week of fixing they didn't think there would be a problem getting an uplift number from Hoover. They politely refused to contact the manufacturer on my behalf as it would "carry more weight" if I made the call.

In summary Currys told me that they couldn't do anything until Hoover gave me an uplift number. And Hoover refuse to even consider a replacement / refund until they've been out three times to fix the fault.

I think I'll get back to Currys with all the info above and make them take responsibility.

Many thanks