Faulty tumble dryer - Engineer made it worse!

Gunner567

So I just bought a brand new tumble dryer and from the get-go it was making a banging sound. I called the retailer who insisted I called Hoover to find out if this noise was normal (I'd never owned a heat pump so thought it could just be the noise of the pump) - They insisted on sending an engineer out to check the noise out so I booked it in.

So the engineer came today and has actually made it worse. Rather than waiting for me to unplug the machine, he just pulled it straight out. It slightly damaged my plug socket, he pulled some wires from inside the machine and he tripped the electrics too (resulting in me losing a load of work that was open in a browser on my computer) - But his heavy handed methods didn't stop there, he proceeded to drag the machine and bashed it into my fridge a number of times as well!

After about 10 minutes he said he needed to order a new drum as mine was damaged (brand new machine?) - He's put the dryer back but I've noticed that it no longer works at all, it doesn't light up or anything! He's also put a dent in it as well!

I rang Hoover back up and complained and rather than a repair I asked for a brand new machine (we've all heard horror stories of tumble dryer fires ... Do I really want a tumble dryer that could now have dodgy electrics?!?!?) but was told they can only do repairs and if I want to have it replaced I would need to contact the retailer I got it from..... Yes, I'm 100% sure they will take it back now that it doesn't work at all and has a dent in the front of it :wall:

Does anyone know what my rights are? Am I entitled to a new machine or only to keep having this one repaired despite it being brand new?

neilmcl

How long ago exactly did you buy it?

If it was within 30 days then you should be entitled to a full refund, after this then your rights change and you can be offered a single repair, if it fails again after this then you'll again be entitled to a refund. To exercise these rights you need to take it up with the retailer. The manufacturer have no obligation to you other than withing the terms of their warranty.

born_again

Which retailer?

macman

born_again wrote: »

Which retailer?

Bet you a fiver it's our good friends Curry's, with their renowned after-sales service...

Anna1912

Yes, you need to go to the retailer and actually you already gave them the opportunity of repair.

So just point out all of the above in your email to the retailer and advise them that as the machine is broken and requires a replacement drum, you are to exercise your right to return as the good is faulty and was faulty on delivery
Then you need to write another email to hoover and complaint re lack of care and skill of their engineer. Use resolver, easy and lots of templates

Ectophile

I would add that if you paid by credit card, then the credit card company are jointly liable with the retailer if the goods are not fit for purpose. You can phone them up, mention Section 75 of the Consumer Credit Act, and ask for a full refund.


If you paid by debit card, then there is a chargeback scheme. Ask your bank about that.

savemoney

I have a heat pump Hoover dryer DXH9A2TCE. its never worked 100% and is currently awaiting a new pcb board. We have issues getting it to turn on, only way and thats hit n miss is via hoover app. When it works its great using a hell of a lot less energy that are old vented dryer, so much so we can afford to have it on a lot more but getting it to work isnt easy.


Mine doesnt make a noise its very slow at drying but that's probably down to how it dries. I definitely keep this one as its way cheaper to run I mean a lot not just a little bit.

boo_star

Ectophile wrote: »

I would add that if you paid by credit card, then the credit card company are jointly liable with the retailer if the goods are not fit for purpose. You can phone them up, mention Section 75 of the Consumer Credit Act, and ask for a full refund.


If you paid by debit card, then there is a chargeback scheme. Ask your bank about that.

They're still entitled to attempt one fix.

The OP needs to let them attempt that before they have any legal rights.

Assuming the date of purchase was >30 days of course.

Gunner567

born_again wrote: »

Which retailer?

Littlewoods so replacing it isn't the easiest sadly as there's a lot of hoops to jump through (which they probably do on purpose) First they want to send another engineer out to check the new fault caused by the last engineer, then I have to wait up to 2 weeks for it to be collected, then I have to wait for a refund and then I can order again

Mr_Singleton wrote: »

If you’ve heard all the horror story’s why the hell did you buy that brand??

Did you seriously go into the retailer and ask “which brand is it that keeps bursting into flames and burning peoples houses down?” ..... “YES! that’s the one sell me one of those!”

I suggest you read it again, to save you scrolling, I copied it for you ... "(we've all heard horror stories of tumble dryer fires ... Do I really want a tumble dryer that could now have dodgy electrics?!?!?)" - Could you please highlight EXACTLY where I specifically mention that Hoover appliances are the ones bursting into flames because I'm having a hard time seeing it?

I was referring to tumble dryers in general and if the engineer has damaged the cabling inside then it could be a potential fire hazard in the future! Unless you've been hiding under a rock for 4 years, then you would know that the Whirlpool brands (Hotpoint, Creda, Indisit, Swan) are the ones bursting into flames, and not Hoover Candy Group so I'm not sure why you would even write that in the first place (or why 4 people "Thanked" you :huh: :huh: :huh:)