Faulty Dishwasher - Very won't accept return

Je55lay

I bought a Hoover DYM886TPW dishwasher from Very 18 months ago. It's a 16 place dishwasher (most are 12, I think) so one would expect it to be built for medium to heavy use. It stopped working this weekend - it no longer heats the water. I tried googling to see if it's something simple I could fix myself but it sounds like the heating element or thermostat has failed. We (2 adults) have only used it for 14 months since we moved into our new house. I contacted Hoover and was told that it's outside of their 12 month warranty but it has a 10 year parts guarantee. However, this just covers the cost of the replacement part and it would cost me £159 for the call out and labour charges of one of their approved engineers! The dishwasher cost £245!

I then called Very to see if I could return it as faulty under the Sale of Goods Act. Their initial customer service is appalling. At first I was told “madam, these things break”. He then asked “are you not satisfied that at least it worked for 14 months?”. Anyway, long story short, Very have refused to accept that it's faulty unless I pay for an independent engineer to write a report telling them so. Finding an independent engineer to write a report is now becoming an issue. Most of the dishwasher engineers I have called won’t touch it with a barge pole as soon as I tell them I don't want them to fix it, just to diagnose what's wrong with it. They either don't want anything to do with it, inflate their call out fee, or say they will have to charge extra to provide a written report.

Very say that the onus is on me to prove that it is faulty (which I can understand), but they have also said that the cost of this written report, even if it confirms a fault, will not be reimbursed or even shared, so I'm still out of pocket c.£100. I'm 99% sure the dishwasher is faulty, we have always used the proper fairy dishwasher tabs and fairy dishwasher salt and it's used maybe once every 2-3 days on an eco-cycle (we both work full time). The problem is, having spoken to various "dishwasher engineers" I'm not altogether convinced they would all write a report saying it is faulty, because surely it's in their interest to say it isn't - I then don't get a replacement dishwasher and instead have to pay the engineer to fix it.

I guess I’m asking what should I do now? Is it normal for a dishwasher to break after just 14 months of use? It seems I’ll be out of pocket whatever I do. I’m not usually a fighter but I also don’t want to be fobbed off. Suggestions are very welcome!

EssexExile

I'm no expert on the law but doesn't the report you want have to prove that the fault was inherent when you bought the machine? I doubt most service engineers have the skills or knowledge to determine that. You'd need an (expensive) expert.

Get it fixed.

Furts

The pragmatic answer is not one you probably want to hear. You made a conscious, informed decision to purchase a low cost machine marketed under a dubious brand name. It has failed after 18 months. You have probably been unlucky here, but overall this "unlucky" is the risk you took when purchasing. I suspect some machines will last longer whilst others will not. Component quality and cost is the key here.


You could argue the machine was not fit for purpose, but here you need a report. Now the rub - you are being thoroughly unreasonable with your attitude to this cost of a written report. Of course this will cost more than a call out, because there is the time taken to investigate the fault, plus the time taken to write a report, then the subsequent come backs if this is contested. But there is also the brutal fact that the report may tell you the machine is a piece of dross that you should never have purchased. Why risk paying for such a report? It will not get you anywhere.


The fact that you do not see this, or will not accept this, suggests that you value cheapness above any concept of common sense. Which neatly goes back to your original decision about purchasing the machine.

Doozergirl

Look for a local appliance engineer. Call out fee for the people I use is £36 - they’re a local Euronics centre but there’s plenty of others on Google.

missile

Je55lay wrote: »

.... I guess I’m asking what should I do now? ...!

Replace it with a better quality dish washer from a more reputable supplier :beer:

martinsurrey

Je55lay wrote: »

I bought a Hoover DYM886TPW dishwasher from Very 18 months ago.......

.... of use? It seems I’ll be out of pocket whatever I do. I’m not usually a fighter but I also don’t want to be fobbed off. Suggestions are very welcome!

even if they accepted it was faulty, they would reduce any refund by the use you have had out of it.

A budget dishwasher I wouldn't expect to last any longer then 3 years (hope but not expect), so your 18 months is 50%, so you might get a £122 refund IF you can show its an inherent fault.

is it worth the risk that its not in inherent fault, and you'll be down the inspection fee?

stator

Doesn't the EU require that all kitchen appliances come with a minimum 2 year warranty?
Write a letter of complaint to Very telling them they have to repair or replace it.

unforeseen

stator wrote: »

Doesn't the EU require that all kitchen appliances come with a minimum 2 year warranty?
Write a letter of complaint to Very telling them they have to repair or replace it.

No it doesn't. This comes up fairly often. Warranty as used in the EU directive (that we didn't implement because we already had legislation that went further) is not the type of warranty that you think.

It means that you have the right to take action within the period. Under UK consumer law it is 6 years. However after 6 months (in bother UK law and EU directive) it is up to you to prove that any fault was inherent.

comeandgo

Have you looked on YouTube to see how to repair it? My husband repaired both my dishwasher and tumble dryer after watching clips on YouTube.

giraffe69

If you get an independent report, it says what you wish and the company gracelessly agree to replace then do they not have to refund the fee or do you have to take them to court via MCOL?

Wassa123

https://www.theguardian.com/money/2006/mar/25/consumernews.howtocomplain