washer drier: drier broken 3 times and had engineer out 6 times in less than 2 year: help please

tsar76

My mother in law brought a washer drier from John Lewis and AEG one, so wasn't a cheap one. After about a year it stopped getting hot so the engineer came out and fixed it. Then it broke again and engineer came out and said had to wait for a part, another engineer came out and said the other engineer has ordered the wrong part. Another engineer came with the correct part and said all fixed, but it was broken when she came to use it. Another engineer to fixed it again and its worked for a couple of weeks and now its broken again.

Does she really have to continue to accept them trying to fix it continually and there terrible engineers, she has never seem the same engineer twice? On top of all of this she is dealing with her husband at home on palliative care so not long left for him. John Lewis has just pushed her off to company that fix it when she called.

I've had a lot at that Resolver website but John Lewis dont have an email address so its either send a letter or call up. So what should she be saying?

pinkshoes

As your MIL went back to the retailer (JL) the this counts as a claim under consumer rights. (CRA 2015)

She now needs to put in WRITING to JL that the machine is clearly inherently faulty, and that after 6 repair attempts, she has been more than patient and now wants either a replacement or (partial) refund.

They might ask her to get her own independent report showing it was inherently faulty as it is over 6 months old, but this would be rather ridiculous given it has broken down so much! But they can ask for this... (and they have to pay for it if the report shows it to be inherently faulty).

If they offer a refund, it will be a partial one to reflect the 2 years of use that she has had from it.

SiliconChip

tsar76 said:

 John Lewis dont have an email address so its either send a letter or call up.

It's not an address as such but you can email them.

https://www.johnlewis.com/customer-services/email-us

Maskface

Not helpful I know but from experience, I'd never buy a washer dryer again. My Hoover one was the same, always breaking down and always developing faults. I just gave up in the end and went back to a conventional washing machine which was cheaper and without question cleans things much better.