Washing machine problems

ripplyuk

I got this machine in April. From the beginning I realised there was a fault with the drawer. It can’t be removed for cleaning (like the manual says) and the plastic on one side looks unfinished. Another issue is that steam pours out of the drawer on any hot washes. Lots of steam! I have to keep all the windows open to clear it. Lately clothes have been coming out smelling of mould, despite there being no signs of mould in the machine. I do regular 90C maintenance washes using washing machine cleaner. I dry it as much as possible after each wash and the door is always left open so I don’t understand why this mould smell is happening but for me, it’s the last straw. 

Would I be entitled to a replacement? 

McKneff

The retailer has the choice as to the most ecomical resolution.
Repair,repkace orvrefund.,

DiddyDavies

Did you contact the retailer when you first found that there was a problem with the drawer not being able to be removed? and if so, what was the outcome?

ripplyuk

DiddyDavies said:

Did you contact the retailer when you first found that there was a problem with the drawer not being able to be removed? and if so, what was the outcome?

No, I didn’t. It was during the first lockdown here and I thought I’d wait until the virus calmed down a bit. That never happened so I just put up with it. I still don’t really want workmen in my house but with the mould issue on top, I can’t tolerate it anymore. 

The retailer at the time told me that if I had any problems, to contact Zanussi. It came with a 2yr warranty. 

theonlywayisup

Your warranty and your consumer rights are two different things.

If you want to pursue your CR then you are outside of the 6 month period, therefore the onus is on you to prove the fault was inherent.  Your CR rights are with the vendor.

If you are happy to pursue a claim on your warranty, assuming it is covered, then you need to contact your warranty supplier, usually the manufacturer. 

ripplyuk

I’m getting nowhere with both the retailer and Zanussi. Both are ignoring me. 

Zanussi keep arranging for an engineer to call out and he never turns up. It’s been going on for 2 weeks now. Each time I ring back, they rearrange it for the next day and he still doesn’t turn up. I’m really fed up of sitting in every day, waiting. 

The retailer is ignoring my calls and messages. I keep being told someone will get back to me the next day, and they never do. 

What am I meant to do? 

Were_Doomed

What do you have in writing? (Email is OK). Stop calling them; start writing to them. (The contents of a phone call can't be proven - unless they record all calls and you can get copies/transcripts via SARs to the seller and Zanussi).

ripplyuk

Were_Doomed said:

What do you have in writing? (Email is OK). Stop calling them; start writing to them. (The contents of a phone call can't be proven - unless they record all calls and you can get copies/transcripts via SARs to the seller and Zanussi).

I’ve been emailing them but they just ignore me. Should I write an actual letter, on paper? 

theonlywayisup

How did you pay?  You should read the articles above about chargeback/section 75 to see if they apply to you. 

ripplyuk

theonlywayisup said:

How did you pay?  You should read the articles above about chargeback/section 75 to see if they apply to you. 

I paid using my credit card. Can I use the card company even though I haven’t got a response from the retailer? I thought they would need a deadlock letter. 

born_again

ripplyuk said:

theonlywayisup said:

How did you pay?  You should read the articles above about chargeback/section 75 to see if they apply to you. 

I paid using my credit card. Can I use the card company even though I haven’t got a response from the retailer? I thought they would need a deadlock letter. 

You do not need a deadlock letter to go to your card provider.
Just do not expect them to arrange a engineer to come out, that is for you to do. Odds on they will require a 3rd party report on  the issue.
Can't see a chargeback option (as drawer not coming out is not really faulty and they do not cover quality), so would be looking at S75.
Drawers are often hard to get out on a new washer. Ours still requires a very solid pull to get it out after 3 years.