Washing machine repaired under warranty, but then given a bill?

JimmyM

Hi there,


I was wondering if someone could offer any advice? We have a 3 year old Samsung washing machine, purchased from John Lewis that recently developed a fault where it wouldn't complete a wash. A quick Google reveals its quite a common complaint, but when I contact Samsung and John Lewis, they reverted back to the usual line that the standard warranty is 24 months. However, on the sticker on the front of the machine, it says that we have a 10 year warranty on the motor. JL contacted Samsung and arranged a repair, and mentioned that the repair may be chargeable based on what the engineer discovers is wrong with it.


Anyway, the authorised repair centre contacted me shortly after to arrange the appointment and said on the phone that the repair would be covered under warranty. This was confirmed again on the phone when I called the day before the appointment and then by the engineer who completed the repair. It took 10 mins and was the PCB (not even a moving part), which a known fault for the model apparently. We didn't receive a quote or a bill at any time.


So, a week rolls around and we get an unexpected call from the repair centre saying that Samsung have now told them that the repair is not under warranty, so won't honour the payment to the repair centre. Therefore they want to charge me £200 for a call out and replacement PCB.


I'm obv not happy with this - what are your thoughts, should I have to pay?


Cheers
James

JJ_Egan

Did they say why no warranty .

k3lvc

JJ_Egan wrote: »

Did they say why no warranty .

JimmyM wrote: »

However, on the sticker on the front of the machine, it says that we have a 10 year warranty on the motor.

I'd expect because a PCB isn't a motor

JJ_Egan

Agree but the why no warranty query was to see if the PCB was claimable under Consumer Rights .

JimmyM

Their response was that only the motor is in warranty and the PCB is only covered by a 24 month warranty. I think that could be challenged under the Sale of Goods Act, as I would expect a PCB to more durable, but Samsung rejected that assertion.


In addition, I would have expected that as soon as the engineer realised that the motor wasn't at fault, we would have received a quote to agree to.

pinkshoes

The mistake you made was claiming through the warranty rather than the Consumer Rights Act. (Or sale of goods act depending on when purchased).

You needed to make the claim for Consumer Rights Act through John Lewis. It would have shown an inherent fault of a faulty pcb then you could have had a replacement, repair or refund (JL's choice).

By claiming on the warranty you our bound by Samsungs T&Cs, hence the bill as they only cover the motor after 2 years.

eddddy

JimmyM wrote: »

Anyway, the authorised repair centre contacted me shortly after to arrange the appointment and said on the phone that the repair would be covered under warranty. This was confirmed again on the phone when I called the day before the appointment and then by the engineer who completed the repair.

If they genuinely said in advance that the repair was covered by warranty (and would be free), and you agreed to the repair on that basis, they cannot now decide to charge you.

Although, I guess there may be a dispute over what was said in the phone call - for example, they may claim that they said it would be free, if it's the motor.

lincroft1710

Is a 3 yr old Samsung w/m worth £200?

TW1234

The service company have a dispute with you, as the manufacturers are washing their hands of the matter. It is unfortunate that the service company have been left holding the baby as the real culprits are the retailer and the manufacturer who have sold an inherently faulty item, and you have failed to enforce rectification in the proper manner.
The service company would ultimately need to demonstrate on the "balance of probabilities" of what the two parties say, that you agreed they would attend, assess and repair the machine and that if they found that it was not a faulty motor, you would pay them for their work and the parts.
They will have some difficulty in doing that, (unless you signed something or they record conversations. I would be surprised if they did go as far as trying legal action, as their costs would be excessive for the amount claimable.(although they could pester you with bluffing debt collectors.).
If they really did take you to court, you could counter claim for the costs caused by the faulty sale item by adding the retailer to the action. You would have a good case based on what you have said about known faults
The tangle will not be worth everyones efforts..