AO Installed new Washing Machine / Left transit bolt in

Zandoni

Moneyineptitude wrote: »

They can't demand a replacement if there is nothing wrong, but they can expect an inspection of the machine by a qualified engineer who will determine the machine's condition.

Of course they can, the machine will at least show signs of damage in the area where the transit bolts fit.
No qualified engineer could examine the machine and be able to give a guarantee that no damage had occured.

[Deleted User]

Zandoni wrote: »

Of course they can

OP should demand away then.

PaperPauper

Thank you, everyone, for your views and for taking the time to respond. The matter is currently being dealt with using Resolver and I intend to write a fuller response when the process is completed. Some things I picked up on the way, in the meantime:

1. The machine was installed by AO guys, not Beko (in fact this was stated in the original post) so AO are responsible for any damage.
2. Damage of this nature would definitely not be covered by AOs warranty. I didn't purchase an extended AO warranty so I'd otherwise have to pay for repairs.
3. Since the original post, the machine has leaked one or two times and I would say that it has been damaged by this incident.
4. I am still not entirely sure what I am entitled to expect in terms of my rights over things that might have been damaged. I asked for AO to provide a warranty for two years covering parts and labour for any repairs needed that could be directly attributable to this mistake. They won't do that but are going down the route of replacing the machine like-for-like. Seems a bit of a waste but I'd rather not have had the problem in the first place.
5. I'm using Resolver and have been very impressed with it so far. Again, I'll post more on my experience when this is all resolved which hopefully will be in no more than a week or so.

[Deleted User]

PaperPauper wrote: »

I'm using Resolver and have been very impressed with it so far.

Resolver is just an E-Mail template, so it provides nothing you could not have achieved quite easily by writing to AO directly.

Why involve any third party? Even a "free" one?

PaperPauper

Moneyineptitude wrote: »

Resolver is just an E-Mail template, so it provides nothing you could not have achieved quite easily by writing to AO directly.

Why involve any third party? Even a "free" one?

I think it's a little more than that. It was able to locate the appropriate contact details for AO and tailor the email based on my specific situation. It also keeps track of messages, dates etc and can escalate if required.

Your right that there's not much that I've done so far that I could not have done just with email and a bit of tenacity and discipline, but I see no reason not to used something that might help me.

mattyprice4004

Sounds like they'll replace it - which seems like a good outcome.
I'd definitely rather have another machine than have that one repaired!

PaperPauper

Just a quick update on the outcome of my complaint to AO: The good news (to me at least) is that AO took the complaints seriously and in the end, offered to replace the machine. The new machine was installed yesterday (took a while because the model was out of stock, although to be fair they had offered me an alternative which was slightly more expensive but at no extra cost to me) and this time they sent the guy who trains the installers so he knew his stuff.

It turns out that the original installers failed in a number of areas: As well as leaving the transit bolts in, they also failed to level machines feet so it wasn't properly balanced, they failed to place a jubilee clip around where the waste pipe meets the sink trap, and they failed to take photographic evidence of the work that they had done including photographing all the removed Transit bolts.

My takeaway from this is that:

1. When getting a washing machine installed, ask the installers to provide you with the transit bolts so that you can check that they have been removed. Check that the machine works by switching it on. Also, it in a new build, be careful to ensure that the washing machine waste inlet valve on the sink trap is not sealed (they are often sealed and have to be cut open when used)
2. If you suspect that the machine is not working in some way after it has been installed, contact the company you purchased it from (who installed it) immediately and explain the problem.
3. I asked AO to warranty any damage caused to the machine. In this case, they were prepared to replace the machine largely on the back of photographic evidence of the damaged bolt and my word as a customer. Other companies may not be so obliging. However, if you believe that the machine is not working as it should - or even if you think that it may have been damaged but that there's no evidence of it at present (e.g. it's life may have been shortened) - you should definitely push for a replacement or at the very least for an independent expert assessment.

I used Resolver to raise my complaint and keep track of the complaint process. I must say I found it quite a useful tool as it does most of the "boiler-plate" for you. That said, while I would recommend Resolver, there's nothing I found that it can do for you that you can't do for yourself if you have the time to research your case and read up on the background.

I hope that this is been useful and thanks very much to everyone who contributed to this thread.

Skins

Sounds like you have resolved this, but for what it’s worth for anyone else in this position...

I’ve just experienced a similar issue - washer dryer delivered and installed by AO - machine started smoking when active so pulled it out (after it had cooled) and found a transit bolt left in the rear.

Called AO customer service and they agreed to exchange the machine for a new one, refund the original installation fee, free disconnection of original machine, free installation of new machine and £15 compensation.

Didn’t have to push hard for any of the above and resolved in about half an hour.