Leaking washer fault - 4 months old - LG won't repair

mx_85

Hi 

I purchased a new washer dryer from AO at the end of August last year. It was at the same time as moving house. Initially I did notice a few small drops of water on the floor after use but not always. This is still the case now though the leaks have got worse. I discussed with LG and sent some pictures and they say their engineer can see a tear in the door seal caused by misuse and they can't repair under warranty so would be £115. 

At the time due to the stress of moving and being busy i just assumed maybe it was that the machine wasn't as good as my old Bosch and didn't think much of it but now as it's happened more i decided it needed looking at. There is only me in the house so hasn't had a lot of use and can't remember anything metal accidentally being put in the washer. Also my old machine was 8 years old and did on occasion have metal objects etc accidentally run through it and never caused a tear in the drum. 

I don't have proof of the initial drips and didn't report as i hoped it would resolve itself and was busy. I have not yet discussed with AO as they put me straight onto LG. I got the new machine hoping there would ne no hassle so it is very frustrating. 

Any advice how to proceed gratefully appreciated! 

Ebe_Scrooge

For any warranty claims, your contract is with the retailer, not the manufacturer.  You should be speaking to AO for warranty claims, not LG.

If it turns out that they refuse to honour the warranty due to "misuse", it would be worth contacting a local domestic appliance repair outfit for a quote.  Replacing the door seal on most machines is a very easy job - I've done it myself on a couple of occasions over the years, just a few quid for the seal online and maybe an hour's work.  DIY-able if you have a modicum of general DIY experience, otherwise a simple job for a "washing-machine-repair-man/woman"

DullGreyGuy

Ebe_Scrooge said:

For any warranty claims, your contract is with the retailer, not the manufacturer.  You should be speaking to AO for warranty claims, not LG.

If it turns out that they refuse to honour the warranty due to "misuse", it would be worth contacting a local domestic appliance repair outfit for a quote.  Replacing the door seal on most machines is a very easy job - I've done it myself on a couple of occasions over the years, just a few quid for the seal online and maybe an hour's work.  DIY-able if you have a modicum of general DIY experience, otherwise a simple job for a "washing-machine-repair-man/woman"

Warranty claims are with whoever the provider of the warranty is with... most white goods manufacturers do provider warranties.

You're thinking of your statutory rights rather than warranties (which are in addition to any warranty) which are with the retailer rather than the manufacturer. 

molerat

Can you post up a picture of the "damage" ?

Changing the door seal is a pretty straightforward job.

diystarter7

Hi OP

How will you prove the damage was already there etc? You can't, therefore, personally, I'd change the rubber myself for a few quid.

People do lie or do stuff they did not note that may cause damage so I see where the companies are coming from. NB: I'm not saying you have done that and can relate to the stress of moving etc but you need evidence which you dont have

Take care

HillStreetBlues

As molerat as asked a photo would be of  help.

LG might have chosen their words carefully,  tear gives the impression something you have done.
If it's a split then it could be  a inherent fault with the seal,  if it had been leaking drips from the start

mx_85

Not sure but this is where they said damage is. It’s 4 months old and had light use though so this shouldn’t have happened. 

HillStreetBlues

All I can see on where you have circled is the 3 drain holes that should be there (should drain the water from the rubber to help prevent it rotting)
It's hard to tell from photo  but are the 3 holes at the very bottom of where the door goes? (6o'clock)

macman

If you don't want to pursue an independent repair, then i'd persist with a claim under CRA2015 against AO. You have until end of Feb '23, after which time the fault can no longer be presumed to be pre-existing.
Do not be fobbed off onto LG: your statutory rights are with the retailer.
I'm not clear if this was user-error or not, but you have nothing to lose by making a claim against AO. If you send an LBA, then they might just cave in and repair it, rather than have the hassle of defending it.

HillStreetBlues

macman said:

If you don't want to pursue an independent repair, then i'd persist with a claim under CRA2015 against AO. You have until end of Feb '23, after which time the fault can no longer be presumed to be pre-existing.
Do not be fobbed off onto :LG: your statutory rights are with the retailer.
I'm not clear if this was user-error or not, but you have nothing to lose by making a claim against AO. If you send an LBA, then they might just cave in and repair it, rather than have the hassle of defending it.

Even more so that all LG has seen is a photo, so can't even be totally sure that is the fault.

mx_85

Thanks. I'll try with AO. It is a 9kg washer and only used for my washing so i doubt ive overfilled and no recollection of anything being trapped in the door and never accidentally put anything in that shouldn't have been in the wash. Also the issue was there straight after delivery. Lesson learned i should've took a picture and complained straight away. Thanks