Faulty white goods - retailer is demanding I get independent expert report

Were_Doomed

An inherent fault is one which was present at the time of sale but not apparent. It is entirely feasible for an inherent fault to make itself known a few years down the line ... a dry solder joint for example.

An engineer's report needs to identify the fault, and state (on the balance of probabilities - not beyond all reasonable doubt - and in the engineer's belief) that it was not caused by consumers ownership or use of the goods.

Depending on the fault - the cost of the report may be a similar value as to the cost of the repair, so you'd need to assess what you wish to do.

ChirpyCheapCheap

Were_Doomed said:

An inherent fault is one which was present at the time of sale but not apparent. It is entirely feasible for an inherent fault to make itself known a few years down the line ... a dry solder joint for example.

An engineer's report needs to identify the fault, and state (on the balance of probabilities - not beyond all reasonable doubt - and in the engineer's belief) that it was not caused by consumers ownership or use of the goods.

Depending on the fault - the cost of the report may be a similar value as to the cost of the repair, so you'd need to assess what you wish to do.

Thank you; that's an excellent analysis!

Sandtree

ChirpyCheapCheap said:
Just asking... can I just select a qualified repairer from Checkatrade and hope there won't be a bunfight over their credentials when their report gets presented to the retailer?  Sorry, I've never done this before!

You will find the challenge is getting a person thats willing to write a report... most people that get into fixing appliances don’t do so because they enjoy writing technical documents.

The fight after getting a report is more likely to be on the quality of the report; ideally it should confirm who the author is and their experience/qualifications, when they inspected the item, its general condition inc any evidence of missuse/malinstallation, what the problem is, what the cause of the problem is, reasonable cost for fixing it, if its economical to fix it and if in their expert opinion if its an inherent fault 

ChirpyCheapCheap

Acceptance is starting to hit home    All things considered, it just needs to be a repair...  My thanks to everyone for guiding me through this!

zoob

What's the problem with the machine? 

jon81uk

ChirpyCheapCheap said:

born_again said:

ChirpyCheapCheap said:

Just asking... can I just select a qualified repairer from Checkatrade and hope there won't be a bunfight over their credentials when their report gets presented to the retailer?  Sorry, I've never done this before!

Ask round local FB group or neighbours who they can recommend. May find one that can repair for less if cash is that tight.

Can get integrated washer dryer for just over £300

Oooh!  Integrated W/D and with installation plus removal of the old one?  May I ask where these are?

I think they meant you can get the machine for £300 (which is true) but yes, installation and removal is an extra £45 (from Currys or AO).

There is something of the roll of the dice with all appliances though, some last 10 years, others five.

ChirpyCheapCheap

zoob said:

What's the problem with the machine? 

The heating function in the wash cycle has stopped heating the water although the cycle completes properly, just with cold.  And the dryer doesn't heat - the drying programme simply starts, then ends after 5 seconds with a beep and stops.  I initally thought it was the element or sensor, but no fuse or circuit board has blown and no other power/electric issues.  My thinking now is that it's the PCB (the brains of the operation)

ChirpyCheapCheap

jon81uk said:

ChirpyCheapCheap said:

born_again said:

ChirpyCheapCheap said:

Just asking... can I just select a qualified repairer from Checkatrade and hope there won't be a bunfight over their credentials when their report gets presented to the retailer?  Sorry, I've never done this before!

Ask round local FB group or neighbours who they can recommend. May find one that can repair for less if cash is that tight.

Can get integrated washer dryer for just over £300

Oooh!  Integrated W/D and with installation plus removal of the old one?  May I ask where these are?

I think they meant you can get the machine for £300 (which is true) but yes, installation and removal is an extra £45 (from Currys or AO).

There is something of the roll of the dice with all appliances though, some last 10 years, others five.

Thanks, although I'm getting £90 for installtion and £20 for removal at AO and Currys so I'm seeing £110 for installation+removal?. This being an integrated W/D?

the_lunatic_is_in_my_head

photome said:

ChirpyCheapCheap said:

Aylesbury_Duck said:

Another vote for getting that independent report.  It's the only way you'll get an action from the retailer or your card company and even then, it will probably end up being a partial refund.  Half price would be my best guess as well.  

Just asking... can I just select a qualified repairer from Checkatrade and hope there won't be a bunfight over their credentials when their report gets presented to the retailer?  Sorry, I've never done this before!

The report would have to show an inherent fault which is unlikely given it worked for years. IMO it would be a waste of money and would possibly be cheaper to just get it repaired 

This isn't correct, the term inherent doesn't appear in the Consumer Rights Act, the report would have to show that the goods did not conform to the contract.

All consumer contracts for the sale of goods are treated to include terms that the goods are to be of satisfactory quality, fit for purpose and as described.

For the goods to be of satisfactory quality that must meet:

The quality of goods includes their state and condition; and the following aspects (among others) are in appropriate cases aspects of the quality of goods—

(a)fitness for all the purposes for which goods of that kind are usually supplied;

(b)appearance and finish;

(c)freedom from minor defects;

(d)safety;

(e)durability.

The use of cheap components that fail prematurely doesn't meet the requirement of durability. These appliances are designed to fail and the short manufacture warranties are a testament to this.  

OP if you wish to pursue your consumer rights it's best to find a local appliance repair guy to draw up a report on why the appliance has failed. 

Unless this shows the issue has been caused by user error go back to the retailer with the report but be aware they can offer to replace, repair or refund and that refund may be reduced to account for usage which will be measured in the time you've owned the appliance. 

They should also cover the cost of the report if it is in your favour. 

jon81uk

ChirpyCheapCheap said:

jon81uk said:

ChirpyCheapCheap said:

born_again said:

ChirpyCheapCheap said:

Just asking... can I just select a qualified repairer from Checkatrade and hope there won't be a bunfight over their credentials when their report gets presented to the retailer?  Sorry, I've never done this before!

Ask round local FB group or neighbours who they can recommend. May find one that can repair for less if cash is that tight.

Can get integrated washer dryer for just over £300

Oooh!  Integrated W/D and with installation plus removal of the old one?  May I ask where these are?

I think they meant you can get the machine for £300 (which is true) but yes, installation and removal is an extra £45 (from Currys or AO).

There is something of the roll of the dice with all appliances though, some last 10 years, others five.

Thanks, although I'm getting £90 for installtion and £20 for removal at AO and Currys so I'm seeing £110 for installation+removal?. This being an integrated W/D?

I missed the word integrated, sorry.

Yes that will be a lot more as it needs a lot more work to fit it into the kitchen cupboard. If money is tight then maybe look at a non-integrated model instead? Will it be that bad seeing the front of the machine?