help please !

MC1Z

Hi everyone - thanks for reading at the end of my washing machine tether.

I purchased a machine from a local shop - end of July 2019 on a credit card.
On the 24th of April 2020 - it decided to not work ! I contacted the shop, where I purchased - no reply for 4 weeks and shut for corona crisis.  Contact received yesterday after numerous attempts to get some kind of response.  The message I got was it will have to wait til we are open and we will send an engineer.  I have now been without a machine for 4 weeks and am not sure, like everyone when they can reopen.  Do I have to accept it is just a wait without a washer for another period of time ?  Could I claim on my credit card?  Do I have to accept the repair in present circumstance?  Thanks for any assistance or advice.  

Aylesbury_Duck

I'm afraid there's not a lot you can do other that wait.  Your credit card won't intervene because there hasn't been a chance for the retailer to inspect the machine.  Once it's inspected, see what they say.  If the fault is an inherent one, they will repair, replace or refund it (taking account the seven months of use so far).   What's the nature of the fault?  No power at all?  Incomplete wash cycle?  Any warning lights, codes, etc?

MC1Z

Thanks - well it spins like its going into orbit, really noisy and banging, walking across floor !  Plus an error message.

zoob

Was it a new machine and if so contact the manufacturer and they’ll arrange and engineer to call 

MC1Z

it was ...can i do that ?  Its a mare being without a machine....

waamo

MC1Z said:

it was ...can i do that ?  Its a mare being without a machine....

Try googling for the customer services number. 

Aylesbury_Duck

MC1Z said:

Thanks - well it spins like its going into orbit, really noisy and banging, walking across floor !  Plus an error message.

Just checking.....have you moved house recently?  If so, did you take the transit bolts out before using it?  Or check that the installer did?  What you've described would be caused by them still being in place.

What does the error message say?  Is there a glossary of codes or similar in the manual?

lincroft1710

How often have you emptied the filter towards the bottom of the machine?

MC1Z

thank you all - googled manufacturer number - also closed !  No we havent moved house and we cleaned out the filter !   The drum looks loose to me...

unholyangel

MC1Z said:

thank you all - googled manufacturer number - also closed !  No we havent moved house and we cleaned out the filter !   The drum looks loose to me...

You could start a s75 claim with your card provider. They might try to tell you they won't get involved as retailer will repair but remind them that they have joint & several liability. Meaning you can choose to chase the retailer, creditor or both. You don't even need to speak to the retailer, so if your card company tell you any different ask for a letter of deadlock to refer the matter to the ombudsman. 

However be aware that as it's more than 6 months from purchase, it would be for you to prove the goods inherently fail to conform to contract. This would normally be done via independent report, which I imagine you might struggle to obtain currently. 

MC1Z

thanks for that..  my local engineer is working and has just had a look - he says it is absolutely kaput.  One of the arms or legs ! on the drum has snapped.....!