Washing machine caught fire

trevyb

Hi,

Our less than a year old Hoover washing machine was bellowing out smoke a few days ago with a strong smell of burning electronics. Thankfully the electric tripped in time before it went any further.

We purchased this from Currys in October 2017 and I have the receipt. We did not buy into the Repair and Support plan that Currys usually sells with it's products since I believe UK law entitles us to a 6 year warranty on electrical goods anyway.

Firstly, who do I contact regarding this? Currys or Hoover?

Secondly, before contacting them, what are my rights (a few friends have had issues with bad customer support from both Hoover and Currys)?

My partner and I don't trust the appliance anymore and feel that although there is no cosmetic damage to the machine that it is no longer trustworthy should they opt to repair it.

EDIT: We paid with Currys / PC World Your Plan finance over 24 months if that helps?

Thanks - Trev

the_lunatic_is_in_my_head

Currys first who will probably palm you off to Hoover, very likely the machine has at least a 1 year warranty and Hoover will act in accordance with the terms of the warranty.

If you aren't happy with what they offer but they confirm an inherent manufacturing fault go back to Currys with Hoovers information.

They can repair, replace or refund (a refund may be reduced to take account of the usage you've had), if they insist upon a repair you'll have to escalate a complaint to the point where someone hopefully agrees to refund or replace.

DoaM

Check your model/serial number on Hoover's website in case there was a recall notice. I know there's been such an issue with tumble dryers ... I don't know if washing machines were also affected. (Is yours a combination washer/dryer?)

trevyb

DoaM wrote: »

Check your model/serial number on Hoover's website in case there was a recall notice. I know there's been such an issue with tumble dryers ... I don't know if washing machines were also affected. (Is yours a combination washer/dryer?)

Thanks, ours is this one and doesn't feature in the safety notice on hoover's site: Hoover DHL 14102 D3

Kind Regards - Trev

societys_child

I believe UK law entitles us to a 6 year warranty on electrical goods anyway

Unfortunately no, UK law doesn't entitle you a 6 year warranty, there's no such thing.

DoaM

6 years comes from the Statute of Limitations ... you have 6 years (in E+W, 5 years from discovery in Scotland) from date of purchase/receipt of goods (if this was later) in which to bring a claim against the seller for any breach of contract (which includes product faults/failures).

As said above though, this is not a warranty.

trevyb

DoaM wrote: »

6 years comes from the Statute of Limitations ... you have 6 years (in E+W, 5 years from discovery in Scotland) from date of purchase/receipt of goods (if this was later) in which to bring a claim against the seller for any breach of contract (which includes product faults/failures).

As said above though, this is not a warranty.

Thanks - I looked it up - Citizens Advice site words it as 'Legal Rights' rather than warranty but it's a different method of claiming which is a path I don't really want to go down.

I've spoken with Currys and they were very helpful. Engineer coming out on Monday to attempt repair. If they can't repair then they will replace since it is still within the initial warranty period.

I've also taken out the extended warranty with them since the replacement or repaired item wouldn't include a new warranty.

Thanks again for all the advice - it's really been helpful.

Kind Regards - Trev

DoaM

The repaired/replaced item would continue with the same rights as the original purchase ... no new "warranty" but the existing terms still apply.

spadoosh

trevyb wrote: »

Thanks - I looked it up - Citizens Advice site words it as 'Legal Rights' rather than warranty but it's a different method of claiming which is a path I don't really want to go down.

I've spoken with Currys and they were very helpful. Engineer coming out on Monday to attempt repair. If they can't repair then they will replace since it is still within the initial warranty period.

I've also taken out the extended warranty with them since the replacement or repaired item wouldn't include a new warranty.

Thanks again for all the advice - it's really been helpful.

Kind Regards - Trev

The replacement will carry the exact same rights as the original. Youve been sold something that you didnt think you needed the first time.

Youre spending what is probably about half the money of the machine on a warranty for a product for 3 years. The product itself on average lasts 11 years (washing machines) and you have statutory rights up to 6.

I have to admire the sales persons selling skills on this one. You went in (presumably somewhat annoyed) with a broken washing machine and came out with a working one and having spent money on a warranty that offered you no assistance in getting the replacement. And the justification seems to be, you didnt buy one with the first washing machine and you know how that went wrong so you should with this one?

trevyb

spadoosh wrote: »

The replacement will carry the exact same rights as the original. Youve been sold something that you didnt think you needed the first time.

Youre spending what is probably about half the money of the machine on a warranty for a product for 3 years. The product itself on average lasts 11 years (washing machines) and you have statutory rights up to 6.

I have to admire the sales persons selling skills on this one. You went in (presumably somewhat annoyed) with a broken washing machine and came out with a working one and having spent money on a warranty that offered you no assistance in getting the replacement. And the justification seems to be, you didnt buy one with the first washing machine and you know how that went wrong so you should with this one?

I was told that although parts were always free, I would have to pay £129 engineers fee (after warranty expiration, not this time) and if the machine was not able to be fixed then there would be no replacement unless I had this extended protection (£4 per month).

I was also told that this 'replacement' machine as a result of this (free in-warranty) engineer's visit should it come to that would not carry a new warranty - the parts would continue to be free for 5 years but the engineer's visit would be chargeable once the original warranty expires next month.

Is that information that I've been given not legal?

EDIT: The warranty with the original unit was 5 years free parts replacement but only 1 years free 'labour'.

Kind Regards - Trev

spadoosh

trevyb wrote: »

I was told that although parts were always free, I would have to pay £129 engineers fee (after warranty expiration, not this time) and if the machine was not able to be fixed then there would be no replacement unless I had this extended protection (£4 per month).

I was also told that this 'replacement' machine as a result of this (free in-warranty) engineer's visit should it come to that would not carry a new warranty - the parts would continue to be free for 5 years but the engineer's visit would be chargeable once the original warranty expires next month.

Is that information that I've been given not legal?

EDIT: The warranty with the original unit was 5 years free parts replacement but only 1 years free 'labour'.

Kind Regards - Trev

Its all perfectly legal. Just like i can sell you a 50p for £10,000 if you where agreeable.

any fees involved should be waived if the fault is found to be a manufacturing fault. Considering there is no maintenance on a washing machine, and unless you beat your washing machine up on a fairly regularly basis more or less all faults will be manufacturing faults. These are your statutory rights.

You wouldnt be entitled to a replacement exactly no. After you paid for your engineers fee and they found it to be a manufacturing fault you would have full protection of consumer rights. Thus replacement, repair or refund at no additional expense to you.

So if in 0-6 years time the motor burns out on your washing machine. And you dont have a warranty, youd have to pay for the machine to be inspected. If that fault is foundt o be mnufacturing, you can normally work this out yourself, ie have i done anything that would likely cause damage to the normal fuction? Or have i done anything outside the manufacturers recommendations (washing pots aand plates in there) that means its probably my fault?If you answer no to those, youve probably got a manufacturing fault. So full statutory protection, the fees involved will be refunded/waived and youll be entitled to a working machine. Most warranties exclude things that youve caused (ie the above scenarios) so would be probably no use.

Now if your washing machine breaks and they arent caused by you or your neglignece or considered a manufacturing fault you will be able to use the warranty. What this fault could be, that wasnt caused by you or a manufacturing fault, is beyond me. And this is what youre paying for. Ill let you think of any of the faults that could develop on a washing machine that isnt caused by you or a manufacturing fault because i cant think of any.

Push comes to shove and you do need to get a part and have it fitted (incredibly unlikley during warranty periods, maybe in 6-10 years) getting someone to buy and fit the part will probably be no more expensive than the warranties.


Its usually worth taking the risk.