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Failed repair attempts and cancelled appointments
N20Y1D
Posts: 2,061 Forumite
After some advice.
In March 2016 I purchased a washing machine with 5 year warranty from the manufacturer.
In August i booked it in for a repair - had a week wait so not a big issue
Engineer arrives says its the bearings/drum that need replacing, advises he should be able to order them and fit them by the end of the week.
End of the week approaches I call repair company, it appears no parts had been ordered and lead time on them was 7 working days, after a ten minute call the next appointment they can do is in two weeks.
the afternoon before the appointment repair company call to say engineer is off sick and will not be able to attend.
appointment is rescheduled for following week.
engineer arrives and starts to take apart washing machine 90 minutes later he advises me the wrong sized bearings have been sent - 1mm out apparently and that he wont be able to repair it. However he orders replacement parts and rebooks himself to come back on the 22nd September.
9am on the 22nd i get an sms informing me that incorrect parts sent/part missing and he wont be able to complete repair.
I call the repair company to complain and eventually get promise that correct parts will be sent and that they will be fitted on the 25th.
9am on the 25th i get an sms informing me that incorrect parts sent/part missing and he wont be able to complete repair....
I'm then told there is an issue between the manufacturer and repair company that the correct parts can be ordered with a lead time of 5-7 days and to be safe they will only book appointment.for 5th October.
Yesterday for the first time despite repeated attempts to communicate with manufacturer I get an email offering me a full refund for the original cost of the washing machine.
My thinking is that this simply puts me back to square one and at no advantage (I have to arrange collection of the old machine with original retailer and also arrange for delivery of a new machine) and in view of this and the time wasted on the phone/emails etc and a waste of annual leave i should be entitled to some compensation.
In March 2016 I purchased a washing machine with 5 year warranty from the manufacturer.
In August i booked it in for a repair - had a week wait so not a big issue
Engineer arrives says its the bearings/drum that need replacing, advises he should be able to order them and fit them by the end of the week.
End of the week approaches I call repair company, it appears no parts had been ordered and lead time on them was 7 working days, after a ten minute call the next appointment they can do is in two weeks.
the afternoon before the appointment repair company call to say engineer is off sick and will not be able to attend.
appointment is rescheduled for following week.
engineer arrives and starts to take apart washing machine 90 minutes later he advises me the wrong sized bearings have been sent - 1mm out apparently and that he wont be able to repair it. However he orders replacement parts and rebooks himself to come back on the 22nd September.
9am on the 22nd i get an sms informing me that incorrect parts sent/part missing and he wont be able to complete repair.
I call the repair company to complain and eventually get promise that correct parts will be sent and that they will be fitted on the 25th.
9am on the 25th i get an sms informing me that incorrect parts sent/part missing and he wont be able to complete repair....
I'm then told there is an issue between the manufacturer and repair company that the correct parts can be ordered with a lead time of 5-7 days and to be safe they will only book appointment.for 5th October.
Yesterday for the first time despite repeated attempts to communicate with manufacturer I get an email offering me a full refund for the original cost of the washing machine.
My thinking is that this simply puts me back to square one and at no advantage (I have to arrange collection of the old machine with original retailer and also arrange for delivery of a new machine) and in view of this and the time wasted on the phone/emails etc and a waste of annual leave i should be entitled to some compensation.
TESCO EVERY LITTLE change to the t&cs HELPS
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Comments
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<I get an email offering me a full refund for the original cost of the washing machine.>
Take it the manufacturer is not obliged to offer anything .
Your consumer rights are against the vendor as are any claims for compensation.0 -
Even though it was the manufacturer offering the warranty and i went through them to the repair company?
Oh well, I've sent them an email now .TESCO EVERY LITTLE change to the t&cs HELPS0 -
Yes, they're going above and beyond offering that.
I know it's a faff but I'd take it0 -
Could you not of asked the manafacturer for the next model up in the range to compensate you for the inconvienence and also " you have lost confidence " in the model that you have.0
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if your getting a refund that means you will have had use of a "FREE" machine since march 2016. Thats your compensation
They could have deducted some from the refund to reflect the year you used it. 0 -
In March 2016 I purchased a washing machine with 5 year warranty from the manufacturer.
......
My thinking is that this simply puts me back to square one and at no advantage (I have to arrange collection of the old machine with original retailer and also arrange for delivery of a new machine) and in view of this and the time wasted on the phone/emails etc and a waste of annual leave i should be entitled to some compensation.
They are compensating you - by giving you free use of a washing machine for 18 months.0 -
The value of the machine (approx £200) is far less than the time wasted annual leave etcTESCO EVERY LITTLE change to the t&cs HELPS0
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The value of the machine (approx £200) is far less than the time wasted annual leave etc
Well then you need a compo lawyer or just send them a bill for your legitimate costs .
They can say yes or no or withdraw the offer for a free replacement .
The manufacturer is not obliged to offer you anything .0
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