Mis-sold a Bosch washer/dryer

indiekiduk

Surprising I know, given Bosch are usually considered a reputable brand. The story is I bought a Bosch washer/dryer WKD28351GB because it is marketed as having an auto-dry feature. This means when drying you can choose the level of dryness, iron-dry, cupboard dry etc. rather than simply choosing a length of time. In summary Bosch have made a mistake and this machine does not have the feature so I believe I am a victim of mis-selling.

The product page states "With AutoDry: reliably washes your laundry and gently dries it to exactly the degree of dryness you want.":
Retailers also state it has auto-dry, e.g. Curry's

The supplied manual includes instructions for using auto-dry. However the steps it says to take are not possible because the manual is actually for a different machine's control panel. Bosch updated the manual so the online version shows the correct panel and has removed the instructions for auto-dry.
Original manual
Fixed manual
Latest manual
Compare the control panel images on page 8
Manual A (notice the bottom row of iron, cupboard icons)

Manual B (notice the bottom row of missing icons)


THe drying options are on page 16 in A.pdf
Drying options (symbols on the display panel)
Time-controlled drying
Iron-damp
Cupboard-dry e: Extra-dry
And these are deleted from B.pdf only time-controlled remains.

When talking to support they say how to use the feature based on the incorrect manual A. They have said they will talk to their manager but I have not had any response, I would expect the manager is also working from the incorrect info.

A few reviews on the Bosch website noticed the mistake a year ago, e.g. Patricia456 1 year ago: "Bought this machine. Contrary to info on the website & the Bosch UK YouTube channel, it does not seem to have AutoDry, nor does it have an indication of the drying level on the display, as mentioned for this model. Could someone please explain?"

The reality is this machine does not have auto-dry and only timed-dry but is still being advertised today as having auto-dry. How should I proceed to get compensation from Bosch for this misselling? I would accept financial compensation or a replacement for the machine that was original advertised and is in the manual.

Edit 7/3/19 10.36am
The latest manual C actually still has a mistake:
Page 17: "Press the 5 (Drying) button to set the drying options. If you do not make a selection, the [Cupboard Icon] (Cupboard-dry) option is set."
The cupboard icon is not on this machine's control panel. Pressing the drying button immediately shows a drying time (remembered from the previous cycle).
They responded to my review and again quoting the incorrect information from the manual, so frustrating!

Ectophile

Your consumer rights are with the retailer. So you can only claim from Bosch if you bought directly from them. Otherwise, you have to take it up with whoever sold you the washing machine.


It could then come down to arguments as to what that retailer told you it did.

Aylesbury_Duck

As above, you should be dealing with the retailer (unless you bought it directly from Bosch). If the retailer's description was wrong then you have cause for complaint. As for compensation, that would probably be down to the available options. If the "enhanced" machine exists and they sell it, they should be able to replace your current machine and you pay the difference (assuming it will be more expensive). If the retailer doesn't sell the other model, you could ask to reject the one you have for a refund. This all hinges on how long ago you bought it and what evidence you have that the specification was incorrect when you ordered it.

ThumbRemote

I am assuming you bought it very recently. Contact the retailer as soon as possible and say that you want a full refund.

agrinnall

And don't use it if you hope to get a full refund.

indiekiduk

I carefully selected the machine based on the feature on Bosch's website after 2 weeks of research, although I didn't go as far as reading the manual (although now I wish had done). Although the retailer (and all retailers) replicate the same incorrect feature information, I don't feel confident I could explain the problem to the retailer and I don't think this is their fault anyway. And despite I could return it on distance selling regulations the machine is already plumbed in and in use and would be extremely inconvenient for me to return. Setting a drying time manually has been inconvenient, and a t-shirt has already melted, however it is not the end of the world, and some compensation would be satisfactory.

I think Bosch should compensate not just myself but all customers that have been mis-sold this machine, given it was sold as having a drying feature comparable to other premium dryers when it does not have such a feature. And if Bosch refuse to compensate, then I can only see a class action style lawsuit as the way forward.

But I would like advice on should I go though a consumer rights body first like Watchdog or Which? first before going legal.

LilElvis

indiekiduk wrote: »

I carefully selected the machine based on the feature on Bosch's website after 2 weeks of research, although I didn't go as far as reading the manual (although now I wish had done). Although the retailer (and all retailers) replicate the same incorrect feature information, I don't feel confident I could explain the problem to the retailer and I don't think this is their fault anyway. And despite I could return it on distance selling regulations the machine is already plumbed in and in use and would be extremely inconvenient for me to return. Setting a drying time manually has been inconvenient, and a t-shirt has already melted, however it is not the end of the world, and some compensation would be satisfactory.

I think Bosch should compensate not just myself but all customers that have been mis-sold this machine, given it was sold as having a drying feature comparable to other premium dryers when it does not have such a feature. And if Bosch refuse to compensate, then I can only see a class action style lawsuit as the way forward.

But I would like advice on should I go though a consumer rights body first like Watchdog or Which? first before going legal.

It absolutely is the retailer who is liable as they sold it to you, not the manufacturer.

It's easy to explain the problem - "you sold me a washer/dryer which was described as having an auto-dry feature, but on delivery I found that it doesn't"

If you don't want to return the machine then ask the retailer for the price difference between a non-autodry model and what you paid.

Angus_Og

Oh so this is all about compo!!

davidmcn

indiekiduk wrote: »

But I would like advice on should I go though a consumer rights body first like Watchdog or Which? first before going legal.

Under what law do you think you can "go legal" against the manufacturer? Your remedy is against the retailer.

bris

davidmcn wrote: »

Under what law do you think you can "go legal" against the manufacturer? Your remedy is against the retailer.

Well technically when a manufacturer advertise products that don't do what they are supposed to do then the ASA might get involved.


Although legal action would be very unlikely as they would fix the problem quickly if the ASA contacted them about it, the op could start that legal process by making a complaint to the ASA.

davidmcn

bris wrote: »

Well technically when a manufacturer advertise products that don't do what they are supposed to do then the ASA might get involved.

Although legal action would be very unlikely as they would fix the problem quickly if the ASA contacted them about it, the op could start that legal process by making a complaint to the ASA.

Whatever actions the ASA might take don't (AFAIK) directly give any aggrieved consumers any rights though.