AO refusing to replace a washing machine faulty on day 1 - SOGA rights

ChickenKent

AO delivered a washing machine which I have installed and levelled properly.  We followed instructions for the first empty cycle.  It leaked from the bottom front of the machine.  There are no leaks from the rear inlet hose and from the discharge pipe. 

AO have refused to replace and instead insisted that an engineer from the manufacturer attends. 

If the engineer attends will it impact on my rights to return? 

I bought the machine using a credit card so can raise an issue with them too if required.  

We paid the extra annual charges for AO, apparently providing a 100 return policy, but they say that only applies to unused goods, not faulty goods.

born_again

No it will not affect a return. 
They just need to make sure that it has a fault, & is not user error on install.

DullGreyGuy

Under the CRA you have two options:

1) Reject the goods for a refund as per your short term rights or 
2) Report the fault to the merchant and allow them to decide if to repair, replace or refund

You unfortunately can never technically force a retailer to replace an item.

Irrespective of which you are doing the merchant is entitled to ensure the goods are actually faulty, there is a marginal difference in that under 1 its up to you to prove they are faulty and under 2 its assumed they are faulty unless the retailer can prove otherwise but in practical terms it rarely makes a difference.

Having them inspect it onsite typically makes it easier for everyone but you do need to be clear if you are rejecting the goods or reporting them as faulty with a preference for a replacement.

RonRamsgate

Diy install always rings alarm bells, there are pre&post checks that need consideration. 

If its not dribbling from the door there are other checks before hand over

Tightening up items that have loosened via transportation, visually checking for item's damaged or loose ie the filter access cap and checking the plumbing the machine is being installed on. Plus many more.


Hope you get it all sorted out  your rights to return is valid if the machine is defective.

ChickenKent

Hi, the engineer confirmed there was fault; the drum had been pierced during manufacturing. Apparently pretty rare so we were 'unlucky'. 

The manufacturer called to offer a repair but I opted for a refund.  AO replaced the machine, but not without some issues.

It took a while but now resolved. 

Appliance_engineer

That sounds unlikely and I find it hard to believe that there was a damaged tub.  Also, there is no way that AO would offer a repair to a damaged tub/drum as that is a major repair which would take some hours to complete and test.  I just don't believe that this happened.

In my opinion, I don't buy that you had an engineer out who diagnosed a tub fault.

I have worked for manufacturers and been to supposed 'faulty' washing machines many times over 35 years and it is rare for a brand new washing machine to have a leak on it and it's almost always something else.

One of the most common ones is when the drain hose is dropped into a downpipe or spigot which is partially blocked. 

The old machine will often be caked up with scale and residue, and will drain slowly due to the restriction in the drain hose, pump & filter, but the receiving downpipe can easily cope with the slow rate of waste water coming out, despite being partially blocked.

You then get a brand new machine, where the water flow from the drain pump comes out at a full, fast rate; it can't get down the waste pipe quickly enough, due to the restriction, so overflows out of the top of the pipe and onto the floor.

I see this a lot.

That's why it should be checked by an engineer because it is more likely something like this, and if you get the appliance changed over, you'll have exactly the same 'fault' and be no further forward, and would no doubt be complaining to AO that they've sent you a second machine with the same 'fault'!

ChickenKent

Hi, I like to keep things factual rather than beliefs.  The fact is the engineer from the manufacturer attended and determined the fault with the drum.  He said it is very rare.

The manufacturer offered a repair, not AO.

The manufacturer provided a return code which was accepted by AO.  AO replaced the machine having received the return code.
 

born_again

Result in a week.

Well done  to all parties👍