Faulty washer dryer from AO - what are our rights?

Bobbysoxx29

I ordered a Beko washer dryer for my elderly mum as her previous Hotpot one had died. The new one arrived last Friday (5th February 2021).  Myself and my husband connected it up and ran a short programme and everything seemed OK. My mum then put her washing in on Monday (8th February 2021) and she rang me to tell me that the machine was just keeping going and didn't seem to be getting any further into the cycle. When it did eventually stop, she opened the door and the clothes were wet through. It hadn't spun them. When she switched the programme to a drain/spin option she noticed that the drum wasn't turning. I then tried to go through the manual to see if I could find anything (I didn't) and I then tried a couple of programmes myself but found the drum doesn't move. The door on the machine is dark but with a torch I could see the machine filling with water, draining the water but the drum never moved.  I contacted Beko as AO say you are better to deal with the manufacturer as they have specialist knowledge and after the 'insurance for only £6.47 a month speech', an engineer has been booked for 16th February 2021.

Aylesbury_Duck

Just reject it for a full refund.  It's clearly faulty.  Speak to AO - you need to reject it with them, not Beko.

Edited having seen the reply below.  It's a good point. If the bolts haven't been removed it might explain why your short test cycle (perhaps empty?) was ok but as soon as there's a load, there's a problem.

lemondrops69

Hopefully you removed the transit bolts? 

Nearlyold

lemondrops69 said:

Hopefully you removed the transit bolts? 

And the large block of polystyrene foam from underneath if present.

zoob

Its reasonable to let an engineer come out and confirm fault and if faulty you can go back to AO and insist  on refund or exchange, your choice.
If engineer calls and machine not installed properly, obviously and reasonably they might charge you for a wasted call, so make sure its installed properly before they arrive.
I've over 40 years experience in electrical appliance retail and would estimate that approx  50% off new machines reported faulty by the customer aren't faulty at all, but normally aren't installed properly or customer isn't using  them properly 

Bobbysoxx29

Yes, we removed the transit bolts.
I forgot to mention that it shows an error message E13 on the display and then switches itself off.
I have had a live chat with AO, but they just said to contact the manufacturer. 
I don't want to be caught inbetween AO and Beko saying it's your problem, no it's your problem and for my mum to be left with a useless washer dryer!

Jenni_D

Do you have a copy of that chat? That's your evidence that you've informed the supplier and that they have requested you to liaise with the manufacturer. So you should be able to move forward without worrying about AO trying to wash their hands of this if you don't get a resolution through the manufacturer.

Al_Ross

Sorry to rub salt into your wounds,but the Beko brand is as but as they get.Built to last about a year if your lucky.

I would be rejecting it and getting someting a wee bit bit better.

Bobbysoxx29

Sadly I don't have a copy of the chat and I don't have anything confirmed with Beko about the engineer being booked. The guy at Beko just said there would be a text confirmation but I've heard nothing yet. I've really got no proof that there will be an engineer there next week! I'm really feeling a bit stupid now that I haven't got anything, a name, a reference number, nothing!

macman

E13 on a Beko is a motor communication error. So it's either the motor itself, or a fault in the wiring loom. Your best option was to reject it within the first 30 days under CRA2015 for a full refund or replacement. Unfortunately you have probably gone beyond that stage, as you accepted a repair. However you can still exercise the same right if the repair fails to work. first time.

All your statutory rights are with AO, none with Beko.

Bobbysoxx29

macman said:

Your best option was to reject it within the first 30 days under CRA2015 for a full refund or replacement. Unfortunately you have probably gone beyond that stage, as you accepted a repair. 

All your statutory rights are with AO, none with Beko.

We haven't accepted a repair but AO said we have to deal with Beko. When I rung Beko they said an engineer has to visit to establish it being faulty and to see where we go next.
Perhaps I'll get in touch with AO again and see what happens!