Advice on unrepairable washer dryer

shaggy

Beko dryer still under 12 month warranty until January. Had fault since July. They keep sending technican out, he adds a new part, then goes away (the technician is subcontracted so not Beko). This has been happening the past 3-4 months now, and now im at my wits end. Beko, no matter what I tell them, will not replace the dryer and keep paying for the contractor to come and have 'another look'. Even the contractor is getting bemused and sick of it, as theres nothing much more they can do. What are my consumer rights . I am still under 12 months warranty. Can I demand a replacement? 

The contractor will not write down or recommend a replacement as thats not their job - this is up to Beko, appaerently. 

Beko - never again. 

spo2

Where did you buy it from? We had a fault in an 'under guarantee' Beko machine that we bought from Currys, and they sorted the problem for us without going near Beko

TELLIT01

You certainly need to be dealing with the retailer, not directly with Beko.  Your contract is with the retailer - they need to sort your problem.

shaggy

It was an insurance replacement (domestic and general) and they asked us to order another one  from ao.com , for which there was no charge. 

I don’t have insurance for this replacement one though as i figured the 12 month warranty was enough cover for at least the first year 

should I be dealing with ao.com then ? Or maybe even domestic and general . The dryer is not insured as I explained above

sorry complicated situation !

pinkshoes

shaggy said:

It was an insurance replacement (domestic and general) and they asked us to order another one  from ao.com , for which there was no charge. 

I don’t have insurance for this replacement one though as i figured the 12 month warranty was enough cover for at least the first year 

should I be dealing with ao.com then ? Or maybe even domestic and general . The dryer is not insured as I explained above

sorry complicated situation !

It's nothing to do with having insurance.

Under the Consumer Rights Act, things you purchase need to be fit for purpose.

So if the dryer hasn't lasted a suitable amount of time and you can prove that it was inherently faulty if it is over 6 months old (and not failed due to misuse), then the retailer needs to repair/replace/refund. It is up to the retailer to decide on what to do.

So you need to go back to AO and claim under Consumer Rights and NOT warranty or insurance.

Sandtree

shaggy said:

It was an insurance replacement (domestic and general) and they asked us to order another one  from ao.com , for which there was no charge. 

I don’t have insurance for this replacement one though as i figured the 12 month warranty was enough cover for at least the first year 

should I be dealing with ao.com then ? Or maybe even domestic and general . The dryer is not insured as I explained above

sorry complicated situation !

So how old was the machine that it replaced (at the time of replacement)? You havent bought the new machine but were given it by the warranty provider and so for statutory rights against the retailer its the original purchase date but it may be complicated by a third party having changed the machine.

shaggy

thanks everyone for your help. I contacted ao.com, and over the course of a couple of conversations on chat, they helpfully gave me the option to choose any other dryer of similar value. The normal procedure would have been go to D&G insurance, but the replacement was not under insurance hence this situation was a lot more complicated than normal. 

ao.com even waived the slight extra cost of the replacement as a good will gesture, although they didnt have to.

I was initially told it would be a like for like (i.e. same model!), but when I said i want to move away from Beko as had no end of problems with the previous and this current one, they agreed for me to choose anything (of similar value) from their store. 

Top marks for customer service.