AO.com stringing me along about a broken appliance

Cathy_mp

My dishwasher stopped working in Dec 2022, 1 year after purchase from AO.com, 1 year was left on the manufacturer warranty (Hisense).

I reported it to the warranty managers Pacifica on 27th of December. So far I've had 5 sheduled visits, 2 of which were no show and yet - no fix.

Twice a person came with no parts on him and once a person didn't test at all and it turned out he hadn't done any repair. There has been a lot of nonsense coming from Pacifica, asking me the same questions over and over again, mixing dates, sending an incompetent person who lied in his reports and not providing parts prior to visit of the other one, and more. Pacifica have now scheduled a 6th visit for the 3rd of March.

The support line from AO.com has recently been somewhat friendly and sounded like they understand that my rights are with them, not the manufacturer, but they don't offer anything else but keep asking me to "let the manufacturer fix it". This has been dragging on 2 and half months now; total waste of time and left me with a bitter taste for AO, Pacifica and Hisense...

Any tips on how to address this?

Alderbank

You don't have to keep letting them try to fix it if you don't want to.

We don't know what the terms of the Hisense warranty are but consumer law allows the retailer AO one attempt at repair. As they have been unsuccessful you can demand a refund at this stage if you wish. They do not have to give a full refund, they are allowed to reduce the refund to allow for the use you have had. That might be 15-20%.

It would probably not cost AO much more to give you a new replacement machine instead. Worth asking for.

DullGreyGuy

Alderbank said:

consumer law allows the retailer AO one attempt at repair. As they have been unsuccessful you can demand a refund at this stage if you wish. They do not have to give a full refund, they are allowed to reduce the refund to allow for the use you have had. That might be 15-20%.

It would probably not cost AO much more to give you a new replacement machine instead. Worth asking for.

Where does the OP say any repair attempts have been made by AO? They said prior attempts were made under the warranty buy the manufacturer/their agents.

The OP can demand whatever they want but realistically they should demand a refund, rather than full, and see what use if any AO will suggest deducting. 

Alderbank

DullGreyGuy said:

Alderbank said:

consumer law allows the retailer AO one attempt at repair. As they have been unsuccessful you can demand a refund at this stage if you wish. They do not have to give a full refund, they are allowed to reduce the refund to allow for the use you have had. That might be 15-20%.

It would probably not cost AO much more to give you a new replacement machine instead. Worth asking for.

Where does the OP say any repair attempts have been made by AO? They said prior attempts were made under the warranty buy the manufacturer/their agents.

They don't.

They said,'The support line from AO.com has recently been somewhat friendly and sounded like they understand that my rights are with them, not the manufacturer, but they don't offer anything else but keep asking me to "let the manufacturer fix it".

I was presumptuous and read into that that the OP had initially gone to AO who had brusquely said 'Report it to Pacifica'.
It does read as though AO were involved early on.
Hopefully the OP will return to clarify.

Cathy_mp

Hello, I looked through my phone records: I called AO on the 17th of Jan, after the second Pacifica visit, when engineer supposedly repaired but didn’t test and the problem remained. The 3rd scheduled visit was an no show. 4th no show and 5th came without any parts on him. 

Unfortunately due to inflation and discount at the time of purchase, even a 100% refund will not cover the price of a new similar dishwasher at todays prices at AO.com and it’s integrated, there is installation cost to consider… 

I feel this is all very unjust.. 

Cathy_mp

Cathy_mp said:

Hello, I looked through my phone records: I called AO on the 17th of Jan, after the second Pacifica visit, when engineer supposedly repaired but didn’t test and the problem remained. The 3rd scheduled visit was an no show. 4th no show and 5th came without any parts on him. 

Unfortunately due to inflation and discount at the time of purchase, even a 100% refund will not cover the price of a new similar dishwasher at todays prices at AO.com and it’s integrated, there is installation cost to consider… 

I feel this is all very unjust.. 

@Alderbank @DullGreyGuy any thoughts?

thanks!

born_again

Cathy_mp said:

Hello, I looked through my phone records: I called AO on the 17th of Jan, after the second Pacifica visit, when engineer supposedly repaired but didn’t test and the problem remained. The 3rd scheduled visit was an no show. 4th no show and 5th came without any parts on him. 

Unfortunately due to inflation and discount at the time of purchase, even a 100% refund will not cover the price of a new similar dishwasher at todays prices at AO.com and it’s integrated, there is installation cost to consider… 

I feel this is all very unjust.. 

Except you have had one years use out of it. They could deduct for that usage. Rule of thumb being 6 year lifespan. 
So a full refund would be over & above what they have to do.

Consumer rights do not entitle you to a refund/replacement at todays prices. Unless company decides to replace with a like for like, as a over & above bonus under a warranty.

ScottG_1974

The joys of Pacifica,
On the 23rd December 2023, my partners integrated fridge freezer with Wrenn Kitchens stopped working after 3 years. As she took out extended warranty they promised to sort the faulty compressor.
Its now the 20th February, they have been out three times, once to diagnose the fault, second time to fix it but they didn't turn up, the third time they arrived WITHOUT the new part!!!
The company is a joke to get hold of, and their appointments keep being changed to another date just by a text. No phone call.
They are now saying they will be completing it on the 29th Feb. 
The company is a complete joke. Make sure you keep on at them to be there when they say they will be.
If i had a choice i would move away from PACIFICA.
No customer service and shocking service!.