Washing machine glass door shattered

BigS

Hi there

We bought a washing machine 17 months ago with 12 month warranty.

Last week the glass in the door shattered at the end of a wash cycle, glass everywhere from large shards of thick glass to powder, and the clothes inside shredded.

The shop we bought it from have offered an out of warranty settlement of half the price of the machine, or we can see if the manufacturer will offer an alternative outcome.

Do you think I have any right to ask for a full refund or replacement machine as it is out of warranty? As the washing machine is not that old, and the damage that occurred could have seriously injured someone, if not worse, I feel like they should offer full refund but not sure how to word it/what approach to take?

I will not be accepting a repair to the machine as there are two big holes in the drum so glass must be everywhere inside the machine and I wouldn't feel safe using it.

Thanks for any advice

tykesi

BigS wrote: »

damage that occurred could have seriously injured someone, if not worse,

Credibility lost right there.

No, they don't have to offer a full refund. Have a look at the Consumer Rights Act for why.

bris

Take what you can get, they could if they wanted to make you prove you didn't break it.

spadoosh

Ignoring any warranty you would expect white goods to last longer than 17 months.

Id be asking for a replacement washing machine and id be willing to let the fact that they produced something which launched shards of glass around my house go.

They might want to argue about the correct way of using a washing machine or ask questions aboutyou washing your golf balls in there but i cant imagine youll have too many problems proving your not at fault. Its not exactly the fragile type of glass.

I'd be trying my hardest to pursue more than half the cost. On that basis they suggest that washing machines shouldnt last more than 3 years. I think youd be hard pushed to find anyone who would agree with that.

baza52

Imagine IF a basket of kittens were in front of the machine, could have been nasty lol

spadoosh

I dont get the negativity OP.

At the end of the day youve got a 17 month old washing machine that has broken and caused damage to your clothes.

Like you i wouldnt find half of the cost an amiccable solution. I would be requesting more.

How you go about that is by being nice. PLay to them ask what they think is reasonable.

Basically you need to make them feel guilty. Its not overly hard, most people are reasonable and wil feel guilty about your losses here. Avoid the personal injury stuff, it didnt happen (thats where youll start losing out on the reason ability grounds).

pinkshoes

Are we talking a cheap washing machine or a very expensive one that you would expect to last much longer?

If it was a cheap (<£200) one then their offer seems fair, as I would not expect a cheap one to last more than three years.

If it was a over £1000 and a decent brand, then I would want more than 50% and would be willing to get an independent report to state it was inherently faulty, as doors should not shatter like that.

My Miele is over 12 years old and still going strong.

shaun_from_Africa

bris wrote: »

Take what you can get, they could if they wanted to make you prove you didn't break it.

Exactly.
It's possible that the glass was scratched or chipped at sometime in the past due to something being put in the machine by mistake(a coin or key for example).
If the retailer concerned asked you to prove that the damage was due to a manufacturing defect, how would you go about doing that now?

martinsurrey

pinkshoes wrote: »

If it was a over £1000 and a decent brand, then I would want more than 50% and would be willing to get an independent report to state it was inherently faulty, as doors should not shatter like that.

Will your expert put on the report that they are certain that the op didn't hit it with a sledge hammer, and if so, how will they be sure?

Without collecting all of the glass and putting the screen back together to get an idea of the fracture pattern, or some other crazy forensics any claim that it was an inherent fault is at best an assumption.

spadoosh

shaun_from_Africa wrote: »

Exactly.
It's possible that the glass was scratched or chipped at sometime in the past due to something being put in the machine by mistake(a coin or key for example).
If the retailer concerned asked you to prove that the damage was due to a manufacturing defect, how would you go about doing that now?

OP wouldnt, you get an independent report from someone who is qualified to judge such incidents.

Id imagine most washing machine manufactures build their doors to withstand keys and coins. Otherwise they would be asking to remove our buttons and zips for every wash. Not to mention brassiere's with their wires. Ive never noted such warning on the instructions.

This is a consumer protection site and the advice so far has been bend over and take it. Such a shame. Op look at your rights, you are protected. Ok it needs arguing and some might not think that worthwhile but thats their choice. If you want to pursue this, youre well within your rights. But you will need to argue your case.

spadoosh

martinsurrey wrote: »

Will your expert put on the report that they are certain that the op didn't hit it with a sledge hammer, and if so, how will they be sure?

Without collecting all of the glass and putting the screen back together to get an idea of the fracture pattern, or some other crazy forensics any claim that it was an inherent fault is at best an assumption.

Nope, they will investigate the matter and state what they thinkis most likely to have caused it.

An assumption.... what you mean like the balance of probabilities? The thing they use in the court they would use to decide a case like this?