AEG Appliance Warranty Issues

nickb2020

Hello, I have a major issue with my washer dryer and the warranty. Its 2 years old and came with a 5 year warranty. The policy is underwritten by domestic and general. Its had at least 10 call outs in 2 years. I've lost confidence in it now and asked domestic and general to replace it. They informed me its an administration policy only on behalf of AEG so they are unable to replace it. They did agree that if this policy had been underwritten by them, it would have been replaced by now. Its had major components replaced, a new control board, door lock and a drum last year. AEG has responded and said they are unable to assist. I've tried the retailer too and they said its not our issue. Now, had I known the policy after 2 years was a cut down version of main D&G policy I wouldnt have purchased it. I feel this is very poor service from AEG. It takes at least one hour to get thru to customer services by phone. Responses to emails never happen.
I am forced with having to replace the machine which costs me £745 2 years ago. Each time it breaks, I have to wait one week for it to be fixed. The machine is not fit for purpose in my view.
Does anyone have advice on how to get the retailer/manufacturer or insurance administrator to refund of replace the appliance.

Thanks in advance.

NickB2020

Aylesbury_Duck

I think that now you’re operating under the warranty rather than consumer rights, you can’t make them do anything they don’t want to do beyond what their warranty says they’ll do. Had you rejected the machine in the early weeks/months of ownership you would have had consumer rights with the retailer but I think those are long gone now that so much work has gone into the machine.

What provision, if any, does the warranty paperwork include for replacement?

nickb2020

The policy is with domestic and general ..they say it's an admin only policy and can't replace it. They directed me to AEG and they say it won't be replaced only fixed. Consumer protection is non existent in this case. And the warranty is useless. This does not make viable economic sense. I have 3 years left on the policy and could call them out 20 more times. AEG will go bust at this rate. I read on MSE that the limitations act may apply. My last resort.

JJ_Egan

Warranty is just an extra from AEG subject to their terms .They are not obliged to refund or replace .


Insurance warranty would be subject to the terms of the policy .


Your Consumer Protection / Rights is against the vendor .
<The machine is not fit for purpose in my view.>
The vendor will ask you to prove this via an independant report.
Problem here is its been repaired .


Limitations Act ???
Not sure what you mean by that as the Act describes a time for a defendant to be taken to court .
Under Consumer Rights thats up to 6 years for you to take the vendor to court .


Personally i would try a nice letter not email to AEG complaints department point out all the problems .
You may or may not get a response .

sheramber

Did you buy direct from AEG.

Your Consumer Rights are with the retailer.

nickb2020

Purchased from Marks Electrical...not AEG. The Limitations Act is mentioned here on MSE ...6 years protection .


I will go back to the retailer to see if they can assist.

macman

AEG have no obligation to do anything after the manufacturer's warranty has expired. This would normally be one or two years, the remainder is a standard insurance based D&G policy, which you could have purchased for about half the price direct, rather than from the retailer. Also, you've effectively paid for one or two two years with D&G which was already covered by AEG's own warranty. AEG won't 'go bust,' because the insurer would have to pay their service agents for any callouts, not AEG.
Unless the terms of the D&G policy offer a replacement, then a repair is all you are entitled to. And, after 2 years, you wouldn't get offered a brand new replacement anyway.
Your only other option, as outlined above, is a claim against the retailer under CRA 2015, which will require you to prove a pre-existing fault. Given the repair history, this will not be easy to prove.

JJ_Egan

[QUOTE=ni
The Limitations Act is mentioned here on MSE ...6 years protection .


ITS NOT 6 YEARS PROTECTION AT ALL .


You have up to 6 years to take the vendor to court . The court may refuse your application



MSEBut that's not all. There's another piece of legislation called the Limitations Act (it's the Prescription and Limitation Act in Scotland) that can help you out.
You have up to six years after you bought a good to complain. (In Scotland, it's five years after you first realised there was a problem.)



This comes in handy if you buy goods, but don't use them for a few months or if something breaks after the six month rule and the fault was likely to have been there all along. Yet the longer it's been and the less durable the item, the harder it'll be to fight for a full refund. In such a case, you might have to accept a partial refund or credit

Ectophile

nickb2020 wrote: »

Purchased from Marks Electrical...not AEG. The Limitations Act is mentioned here on MSE ...6 years protection .


I will go back to the retailer to see if they can assist.

The Limitations Act is not a protection - or more accurately, it isn't a protection for you. Assuming you're not in Scotland, your right to sue the retailer runs out after 6 years. That's all - it's not a magic 6 year warranty on everything. It's a time limit beyond which your right to sue expires.