Faulty washer-dryer from AO - rights?

freezeeh

We had a new washer dryer delivered by AO around fortnight ago. Since then we've had an ongoing battle with them. The issue is that on the drying cycle it pumps air constantly for the full 2 hours. It vibrates and shakes our flat. Weve uploaded a video and sent it to AO and even one of their agents has advised it doesnt look right.

We checked on Which and it advised that they should collect the item and give a full refund within 30 days. As far as I can tell there are no 'ifs' or 'buts' but please let me know if I'm wrong.

However AO insist that we must call the manufacturer, book for an engineer to attend to assess if it is faulty and then they'll decide if we are given a full or part refund.

Is this correct? Do we have to go through this before they'll consider doing anything? I could understand if it was a product we had for months, but not when we reported it straight away after delivery.

zoob

Yes it’s reasonable to have an engineer inspect and confirm there’s a fault and not an install problem or something your doing wrong
But the engineer inspection should be done in a timely manor
Drying cycles are very long in washer dryers, what takes an hour in a vented dryer can take 2-3 hours in a washer dryer and even longer if you overload the drying cycle, also uses more water drying the clothes than washing them

freezeeh

Hi, thanks for the reply. It just irks me that I now have to waste more time waiting for an engineer to attend, taking leave from work. But if we have to do this then I guess we have no choice but to jump through their hoops.

I should probably make it clear that it's not the length of the drying cycle that's the issue. It's the constant noise made when its pumping air throughout the drying cycle, and also the hose moving around like it's possessed.

Just gutted we paid ao.com £20 to take away our old faithful and QUIET 15 year old washer dryer

JamoLew

Can you confirm that the transit bolts were removed at installation ?

If those are left it it will make a racket and "dance" all over the place.

I know cause I made that mistake once many years ago

freezeeh

Yes they were removed. They have been through all basic diagnostics on live chat, all of which are fine. We have looked on zanussi website troubleshooting and tried all suggestions from the manual.

Aylesbury_Duck

zoob wrote: »

But the engineer inspection should be done in a timely manor

That's inconvenient. OP lives in a flat of indeterminate age.

GDB2222

JamoLew wrote: »

Can you confirm that the transit bolts were removed at installation ?

If those are left it it will make a racket and "dance" all over the place.

I know cause I made that mistake once many years ago

I’m astonished that the drum rotated at all.

zoob

The best solution since your sure it’s faulty is ask the supplier to uplift the machine and take it back, once they get it they’ve 14 days to refund you and that gives them time to get an engineer and see if it’s faulty and if so refund you in those 14 days or if not found to be faulty you can then arrange to get machine redelivered and obviously pay all costs incurred

shaun_from_Africa

zoob wrote: »

The best solution since your sure it’s faulty is ask the supplier to uplift the machine and take it back,

Best solution for the OP maybe but not necessarily the best for the company.
All they are asking for is proof that the machine is faulty before collecting and refunding, something that they are legally entitled to do.

freezeeh

We have now had a Zanussi engineer inspect the machine (not arranged by AO). He has stated it is not faulty and this is what it should sound like!

We are still not happy with the machine due to the noise it makes.

How should we go about getting AO to collect and refund.

They have been made aware from day one that we are not happy with the machine.

freezeeh

Just to add, it was bought via amex and I'm considering opening a dispute with them, as from day one we requested a refund for it. We're sat with a £700 washer dryer which we cannot use.

AO have stated that if the engineer says it isnt faulty then any refund would be a percentage not full refund.

If I could find someone else with the same machine I would love to see if theirs makes the same noise, constant pumping throughout the cycle. But I'm not sure how to go about it!