Smeg Dishwasher 15 Months old

col1981

I purchased a number of kitchen appliances from ao.com on 26th August 2016. one of these appliances was a Smeg di6012-1 dishwasher. the kitchen itself and subsequent appliances were fitted October 2016.
For the past 2 weeks over Christmas 2017 I have been recieving a error message during dishwasher cycles which causes the cycle to stop and unable to continue. I have followed the Manuel to correct error code E1 but this seems to be a persistent problem.

I have requested this to be fixed or replace the component or fault to allow us to be able to use our kitchen appliance, as this now sits dormant in a fitted kitchen. I believe a item such as this should last for a period longer than 13 months.

any help or advice would be appreciated I will update the thread with the reply from ao.com

col1981

Dear Customer Care Department,

Thank you for your speedy reply, however I am unhappy with the proposed action. I bought and had this dish washer installed less than 15 months ago. I think it is reasonable for. dishwasher to last a period more than this. I believe that this item must be faulty as it is hardly ever used my wife and I are the only persons who live and use this and this is as and when. I believe that this fault / problem should not of occurred with the appliances current age and usage its had.

I do not believe that the appliance I have purchased was sold fit for purpose or of satisfactory quality. I am respectfully requesting either a full refund, a repair or a replacement of the product.

Regards,

col1981

Hi Colin,

Thanks for your reply.

Before an appliance is placed on the market, it undergoes vigorous testing, as do the component parts. However, no manufacturer can guarantee how long an appliance will last before a failure occurs. Therefore, the manufacturer supplies a guarantee period for parts and labour in which repairs and parts are covered.

After the expiry of the guarantee period, normal service charges apply and an independent engineer would need to be organised to repair the machine and the cost covered by the consumer. If you buy goods which are faulty when sold, you have the right to claim for a repair or partial refund from your retailer for up to a period of time believed to be reasonable.

However, after the first six months you have to show by an engineer's report that the fault was there upon delivery. In order for an exchange or repair to be organised you would need to send us an engineer's report stating the fault has been there since the delivery, due to a faulty part inserted during manufacture.

I hope this helps and once you've got the engineer report, please forward it to ourselves and we can take a look into this for you and get this resolved.

Many thanks

col1981

Dear Sir or Madam,

I am writing to complain about an issue with Online Electrical Store at ao.com. I have contacted your customer services team with my complaint, but am dissatisfied with the response I've received so far. This is because:

I do not believe that this period of time I have I had the item is beyond a reasonable amount of time that the goods of the ammount should last, and therefore believe that I am fully entitled to be protected under the consumer rights act due to this.

As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

Yours sincerely,

col1981

any help clarifying my responsibility or liability would be appreciated, first time I have ever done something like this. a bit miffed at ao.com

shaun_from_Africa

What AO.Com stated in their reply to you is totally correct and it states exactly what is required from you before they have any liability regarding providing a remedy under the Consumer rights act.

At present, there is no way to know why the appliance has failed and for all anyone knows, it could down to misuse or faulty installation and this is why the law requires you to prove otherwise.

You need to find a local repair person who is willing to look at the machine and determine what is wrong with it and if it is due to a manufacturing defect, state this in a written report and submit it to AO.

LilElvis

To add to Shaun's post. If the engineer's report finds in your favour then ao.com will also be liable to reimburse you for the cost of the report.

visidigi

col1981 wrote: »

I purchased a number of kitchen appliances from ao.com on 26th August 2016. one of these appliances was a Smeg di6012-1 dishwasher. the kitchen itself and subsequent appliances were fitted October 2016.
For the past 2 weeks over Christmas 2017 I have been recieving a error message during dishwasher cycles which causes the cycle to stop and unable to continue. I have followed the Manuel to correct error code E1 but this seems to be a persistent problem.

I have requested this to be fixed or replace the component or fault to allow us to be able to use our kitchen appliance, as this now sits dormant in a fitted kitchen. I believe a item such as this should last for a period longer than 13 months.

any help or advice would be appreciated I will update the thread with the reply from ao.com

col1981 wrote: »

Dear Customer Care Department,

Thank you for your speedy reply, however I am unhappy with the proposed action. I bought and had this dish washer installed less than 15 months ago. I think it is reasonable for. dishwasher to last a period more than this. I believe that this item must be faulty as it is hardly ever used my wife and I are the only persons who live and use this and this is as and when. I believe that this fault / problem should not of occurred with the appliances current age and usage its had.

I do not believe that the appliance I have purchased was sold fit for purpose or of satisfactory quality. I am respectfully requesting either a full refund, a repair or a replacement of the product.

Regards,

col1981 wrote: »

Hi Colin,

Thanks for your reply.

Before an appliance is placed on the market, it undergoes vigorous testing, as do the component parts. However, no manufacturer can guarantee how long an appliance will last before a failure occurs. Therefore, the manufacturer supplies a guarantee period for parts and labour in which repairs and parts are covered.

After the expiry of the guarantee period, normal service charges apply and an independent engineer would need to be organised to repair the machine and the cost covered by the consumer. If you buy goods which are faulty when sold, you have the right to claim for a repair or partial refund from your retailer for up to a period of time believed to be reasonable.

However, after the first six months you have to show by an engineer's report that the fault was there upon delivery. In order for an exchange or repair to be organised you would need to send us an engineer's report stating the fault has been there since the delivery, due to a faulty part inserted during manufacture.

I hope this helps and once you've got the engineer report, please forward it to ourselves and we can take a look into this for you and get this resolved.

Many thanks

col1981 wrote: »

Dear Sir or Madam,

I am writing to complain about an issue with Online Electrical Store at ao.com. I have contacted your customer services team with my complaint, but am dissatisfied with the response I've received so far. This is because:

I do not believe that this period of time I have I had the item is beyond a reasonable amount of time that the goods of the ammount should last, and therefore believe that I am fully entitled to be protected under the consumer rights act due to this.

As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

Yours sincerely,

col1981 wrote: »

any help clarifying my responsibility or liability would be appreciated, first time I have ever done something like this. a bit miffed at ao.com

And to further add - the above is a prime example of making sure you know your rights before you 'let rip' on a retailer. AO.com are absolutely on the money and correct with all the information they have shared/advised you of.

Keep_pedalling

Don’t Smeg offer more than the standard 1 year warranty? The current models have a 5 year one.

Shaka_Zulu

Keep_pedalling wrote: »

Don’t Smeg offer more than the standard 1 year warranty? The current models have a 5 year one.

I think you have to register it Smeg for the FREE extended warranty, which one can only assume the OP failed to do.

(I am making an assumption that it also included this model which would appear to be no longer produced)

annie42

Guarantees are in addition to your rights under the Sale of Goods act. It more or less says appliances should have a reasonable life expectancy depending on cost and you have six years in which to make a claim in the small claims court if the manufacturer won't co-operate. I'm just about to tackle Bosch as I have a dishwasher just over two years old which repeatedly leaks and my repair man says is cheaper to replace. I bought it when my old Bosch dishwasher conked out after twelve years.