Vendor denies fault in new Bosch washing machine

nlinc

Yes Neilmcl, I have an appointment with the supplier tomorrow. But if necessary will get an independent report from the man who maintains our Liebherr fridge freezer - another quality manufacturer with a product that needs the odd temperature sensor.

But I am hoping that the supplier - who is the only electronics supplier in our small town and has a huge following, apart from being chairman of the local council! - will take it away and replacement will follow with cash adjustment if necessary. But an onsite review of the software and replacement of the control sounds a better solution to me. Otherwise why have a two year guarantee?

nlinc

The supplier -the local Euronics franchise holder - has offered a full refund of purchase price and has removed the machine today. He says that to exchange it for another machine would involve an investigation; but that he would rather take it back and let us buy a replacement. (It appears he already has a 'home' for it).

Apart from suspicion raised by a double power cut in the summer causing damage to some household appliances thanks to a power surge when power was switched back on (our fridge-freezer was a casualty). We get the impression that this might not be the first time he has had complaints about this model. He does not appear to have much faith in the manufacturer's customer service either, and advised against buying an identical model.

We will now buy a higher rated Siemens model (yes I know they have some commonality with Bosch) but they also have a 5 year warranty and other features extra to the Bosch, including a much lower noise rating.

I assured the supplier that we wanted to keep our cordial relations with his business and am happy to pay an adjustment figure. He too wanted to ensure I was happy with his service, hence the full refund. We live about 200 yards from his shop on the high street! We have a couple more appliances to buy in the Spring and we will be going straight to him.

This is what I like about dealing with local businesses.

Thanks all for your suggestions.

photome

Thanks for update


I was advised by a washing machine engineer when I was looking for a machine that the best value and most reliable machine is a bottom end Bosch.


less to go wrong and has all the programs most people need in fact it has a lot more than we use

nlinc

Agree. The old clockwork knob type seems the most reliable. We have one such in another property, 9 years sterling service, only 2 LED lamps otherwise no electronics and never vibrates. But we all have to follow the wishes of SWMBO ! -- Separate independent pre-wash cycle, a specific duvet cycle etc etc.

zoob

photome wrote: »

Thanks for update


I was advised by a washing machine engineer when I was looking for a machine that the best value and most reliable machine is a bottom end Bosch.


less to go wrong and has all the programs most people need in fact it has a lot more than we use

Totally disagree, the bottom end Bosch sub £400 aren't German made machines, a £250 plus Beko is more reliable
Proper German made £400 plus machines are fantastic and have great reliability or the very top end Chinese made Bosch ones also

System

Yes, follow the advice given in post #2 - "After 6 months the onus is on you to show it is an inherent fault with the machine."

There's actually a part to that which you missed.

"The seller must prove that the item was not defective for the first 6 months after the delivery of the product ("reversal of burden of proof"). After this time the consumer must prove that it was defective."

- taken from the Your Europe website (because I'm new they won't allow me to provide a link)

A much stronger piece of legislation is the EU's legal guarantee on goods:

Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised.
Free of charge, 2-year guarantee for all goods

You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right, however national rules in your country may give you extra protection.

- also taken from the Your Europe website (need to build up some cred so I can provide direct links!)

System

I assured the supplier that we wanted to keep our cordial relations with his business and am happy to pay an adjustment figure. He too wanted to ensure I was happy with his service, hence the full refund.

Glad you got sorted! Sounds like a great business

neilmcl

vsman1 wrote: »

Yes, follow the advice given in post #2 - "After 6 months the onus is on you to show it is an inherent fault with the machine."

There's actually a part to that which you missed.

"The seller must prove that the item was not defective for the first 6 months after the delivery of the product ("reversal of burden of proof"). After this time the consumer must prove that it was defective."

- taken from the Your Europe website (because I'm new they won't allow me to provide a link)

A much stronger piece of legislation is the EU's legal guarantee on goods:

Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised.
Free of charge, 2-year guarantee for all goods

You always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right, however national rules in your country may give you extra protection.

- also taken from the Your Europe website (need to build up some cred so I can provide direct links!)

Two points. Firstly, use the quote button. Secondly, and with the greatest respect, you're completely wrong. The legislation in the UK provided by the CRA and in past years SOGA, far exceeds the provisions laid down by the EU directive of which you're trying to refer to, and which is not in fact a 2 year guarantee at all.

If you want to "build up cred" here don't post this rubbish.

System

Two points. Firstly, use the quote button. Secondly, and with the greatest respect, you're completely wrong. The legislation in the UK provided by the CRA and in past years SOGA, far exceeds the provisions laid down by the EU directive of which you're trying to refer to, and which is not in fact a 2 year guarantee at all.

If you want to "build up cred" here don't post this rubbish.

Don't be so patronising. The Your Europe website references the UK legislation within its guidance. I've recently used the wording on the website to get Amazon to fulfil its obligations in a warranty repair they had no interest in entertaining. I'm just trying to help others.

System

Yes, follow the advice given in post #2 - "After 6 months the onus is on you to show it is an inherent fault with the machine."

I'm sure as "something of an engineer and understand the logic of machinery - and software." you shouldn't have much problems in doing so

Are you upset because I supplemented your advice? I actually think your follow-up comment (which I didn't initially quote) was quite rude.