Reasonable length of time?

hangryconsumer

Washing machine purchased 2019. Barely 3 years old, and it started to fail with electrical malfunctions in November 2021, and now the motor has failed. Using a laundrette because I thought that under Consumer Rights Act 2015, I'd be able to get a refund because it didn't last a reasonable length of time. Probably a lot less hassle just to buy a new machine that could have been delivered within days.

• Contacted the manufacturer who said I have to pay call out fee and parts to repair it, because it's not under warranty.
• Contacted retailer who said the same, but that they might agree to contribute towards the cost of the repair as a "goodwill gesture"
• Retailer says they might give a partial/depreciated refund if the machine is deemed to be beyond repair (but I'd have to pay someone to verify that this is the case)
  

Is this correct? Even under CRA2015, I would still have to pay for the costs of repair? Surely this can't be right?! It didn't last as long as a it should (my previous machine lasted 8 years!) and they should refund me.

In a ideal world I just want a refund so that I can buy a new machine. I will also ask them if they'd consider a 50% discount off the cost of buying a new machine with them since they'd still be profiting off me (especially with the delivery charge and disposal/recycling charge on top).

jon81uk

If it can be shown as a manufactuing fault that would have been there at time of purchase then should be able to get repair or replacement from the retailer.
But as its over six months old it is up to you to get a report to prove it is a defect and not just wear and tear or similar.

molerat

How do you know  the motor has "failed" ?

Yes you need to pay for an independent report and if it states the fault is inherent you can claim the cost of that report from the retailer.  Any refund can be reduced to reflect the use you have had from the machine so after 3 years likely 50% at most.

What brand of machine - some will be expected to last longer than others.

hangryconsumer

Yes, but "wear and tear" after 3 years shouldn't be causing a machine to break down. It hasn't lasted a reasonable length of time.

p.s. where is the edit button? Can't see it to remove that annoying spaces between the final 2 paragraphs in my original post

Sandtree

jon81uk said:

If it can be shown as a manufactuing fault that would have been there at time of purchase then should be able to get repair or replacement from the retailer.

As this is the first fault reported to the retailer its their choice on repair, replace or refund and a refund can consider the 3 years of use you've already had from it (ie its likely to be 50% or less of the original purchase price)

You can express a preference but if giving you a refund less use is cheaper for them than a repair or replacement then they can force you to take the cash instead

hangryconsumer

molerat said:

Has the motor failed or is it maybe motor brushes ?

Yeah I think that's the issue. Error08. There is a website with a video showing how to replace the motor on washerhouse.com but I'm allowed to post links yet. Nor edit posts. Is editing not allowed? Typos really annoy me, as does too much space between paragraphs. Looks fine when I type it but not when the comment posts.

jon81uk

hangryconsumer said:

Yes, but "wear and tear" after 3 years shouldn't be causing a machine to break down. It hasn't lasted a reasonable length of time.

p.s. where is the edit button? Can't see it to remove that annoying spaces between the final 2 paragraphs in my original post

Click on the cog symbol to edit posts.

You need a report to prove it is a inherant fault which would have been there at time of purchase which caused it to not last a reasonable length of time.

molerat

Motors don't usually fail these days, it is usually either the brushes or in the case of brushless motors the driving circuitry.

comeandgo

hangryconsumer said:

Yes, but "wear and tear" after 3 years shouldn't be causing a machine to break down. It hasn't lasted a reasonable length of time.

p.s. where is the edit button? Can't see it to remove that annoying spaces between the final 2 paragraphs in my original post

Depends how often you are using it.  A machine being used three times a day then three years sounds quite good.  Three times a week not so good.  

I’m in a similar position to you, my Bosch dishwasher failed after  less than three years, it will cost more to repair than it’s worth but nobody wants to know.  It will cost £105 to get someone out to say whether inherent fault and this is after £140 for failed repair.  John Lewis say as it has lasted nearly three years then can’t be inherent fault as it would have showed up before now.

Fosterdog

hangryconsumer said:

Yes, but "wear and tear" after 3 years shouldn't be causing a machine to break down. It hasn't lasted a reasonable length of time. 

Of course wear and tear could happen in just 3 years. For all we or the retailer know you are washing clothes for a family of 10, running it 5+ times a day, overloading it for every wash, never running cleaning and maintenance cycles to help keep it performing at its best. Or you could be a single person household only running a single smallish load 1-3 times a week and running monthly cleaning. The age of the machine doesn't determine wear and tear, the usage of it does.

Merlin139

Motor brushes can easily be replaced. I watched the Video on You Tube for my machine a few times before I did it. Our last machine I did this twice. Purchased the brushes from Amazon for about £15 a set and turned the machine upside down. First time took around 2 hrs. Second time about 3 years later it was less than 20 minutes. Also replaced the door rubber after watching another video. Just believe you can do it.

Or you can pay an engineer.