Recently purchased washing machine from Currys: potential 3 week wait for repair

MotorStorm

Hi,
I purchased a new washing machine from Currys in late October 2017. Shortly after having it professionally installed, I noticed that it was behaving bizarrely and occasionally throwing up an undocumented error code. At first the problems were infrequent, so I initially dismissed them until about 2 weeks ago when the problems began to occur more often compelling me to contact Curry's repair service.

An engineer came round last Monday (4 December), and I described the problems to him. I mentioned the strange behaviour and the specific error code I kept encountering, and after speaking with the technical team, he told me that a major part is malfunctioning and will therefore need to be replaced.

I was told the part would arrive within 4-5 days and I would be contacted to arrange an repair appointment. I thought this was a reasonable time frame as the machine was still more often than not completing the programmes I usually use.

However toward the end of last week, the problems really started to affect the machine's programme operation - specifically programme completion. It was clear the machine's behaviour was becoming increasingly erratic. I decided to contact the repair service last Friday to find out what was happening and was told they are still waiting for the part.

Fast foward to today, and I turned on the machine to do my laundry only to be instantly greeted by the error code. I couldn't even select a programme and could only do so after several restarts. But that wasn't the end of it as when I managed to get wash programme going, the machine stopped half way through and displayed the error.
I restarted the programme and the same thing happened. . It was clear that there was something wrong. I have since not been able to complete a regular wash cycle successfully. I am also encountering problems with other programmes on the machine.

I contacted the Curry's repair department earlier today to get an update on the status of my repair. I was told that the part has still not arrived, and I would now have to wait until 22 December - essentially another two weeks.

So I have new washing machine that cannot wash my clothes successfully, and I now have to endure a further two weeks without a machine. And even then, I can't be sure that things will resolved. This is tremendously problematic for me, because I don't have any other options to use a washing machine. I don't have family or friends who will allow me to wash my clothes, and my health problems mean it is difficult for me to use a launderette (there isn't even one nearby).

The machine is just over a month old, and I purchased it in good faith: you just don't expect a new appliance to fail so early in its life. If it were a non-essential appliance such as a TV, then I could easily put up with the extra two weeks, but it isn't: it's essential. It's giving me a lot of stress, and I don't know what I can do about it. Surely there must be something else I can do on the grounds of significant inconvenience? I don't know...I just feel as if I'm being fobbed off.

Any advice would be much appreciated.

Raxiel

If it's less than 3 months old that's not acceptable.
Who knows how far they'll have to rip it apart to replace the faulty component? Will they have to break and re-mate any seals etc?

Get back in touch with them and tell them you want it replaced, not repaired.
Did you pay for installation, are you able to unhook it (or do you know someone who can?)
Tell them to send a new machine and have the delivery crew take away the old one, or you'll just return it as faulty for a full refund and order a replacement from somewhere like AO.com

spadoosh

Raxiel wrote: »

If it's less than 3 months old that's not acceptable.
Who knows how far they'll have to rip it apart to replace the faulty component? Will they have to break and re-mate any seals etc?

Get back in touch with them and tell them you want it replaced, not repaired.
Did you pay for installation, are you able to unhook it (or do you know someone who can?)
Tell them to send a new machine and have the delivery crew take away the old one, or you'll just return it as faulty for a full refund and order a replacement from somewhere like AO.com

This post is a few weeks old from a new poster, i cant imagine theyll be returning too soon.

As well, unfortunaetly the retailer can choose which option of repair, replace or refund they wish to take. You can always try demanding/asking for a refund but theyre under no legal obligation to provide one. I completely agree its worth asking for what you want but you should be aware that a refund can be refused (unless the problem can not be resolved any other way).