2 year old Washer/Dryer , with a brand new drum 12 months old, has broken again and collapsed

doubled1989

Anybody got any success in arguing with a company about something that was faulty/broke and the company dug their heels in?

Can somebody help me please with this?

Does anybody know what the rights are and the letter of the law in this scenario below (which is an IRL situation going on right now):

Bought brand new Samsung washing machine in March 2021 - 2 year warranty
Last June - drum blew a hole in, engineer came out and did not understand why so was fully fixed under warranty, and the entire thing replaced

Fast forward to last month..... a normal load on (we do not overload and wash every few days on mixed load/towels/bedding settings depending on what it is) and there is a massive clunk, loads of thuds and the smell of burning electricity......

the entire drum has dropped and collapsed inside the machine.

engineer came out and said "you have been washing every few days on a mixed load" and we said yeah thats normal we do not overload. He said "well you should do it once a week on a mixed load and not too heavy or too light", to which we were like !!!!!! how can a family of 3 wash once a week and know the precise amount

Anyway.... we think that they will make us pay £500/600 for a new drum which after a year is oxf*rd ludicrous...

what are my rights? can I get them to do it for free because surely these things last 5/10 years? Is there an act or something which protects me?

TIA , DD

screech_78

You can now reject the machine for a refund as it’s already had one failed repair. However, you’re not entitled to a full refund.
Any refund can be reduced to take into account the 2 years use you’ve had of it. 

They are, of course, entitled to check there is a fault and it’s not user error/user damage. If this was the case, you’d need to commission your own independent report. 

Forget the warranty. If that’s not expired, you have no comeback on that. Your consumer rights are with the retailer you purchased from. 

MalMonroe

Hi,

Yes, there's the Consumer Rights Act 2015 and some really good info from this very site in the following link - 

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Everything we buy should be of satisfactory quality and last a reasonable length of time under that Act. These rights over-ride any warranty given by a manufacturer or retailer. One year isn't a reasonable length of time for a washing machine to last either. It sounds as if that particular washer has a fault with drums every 12 months. That's not satisfactory.

If all else fails, depending on how you bought the washer, you may be able to claim via Section 75, or chargeback. 

More info on both in this MSE link - https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/

The retailer should sort things out for you, not the manufacturer. 

I hope some of this is helpful. All the best. 

doubled1989

MalMonroe said:

Hi,

Yes, there's the Consumer Rights Act 2015 and some really good info from this very site in the following link - 

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Everything we buy should be of satisfactory quality and last a reasonable length of time under that Act. These rights over-ride any warranty given by a manufacturer or retailer. One year isn't a reasonable length of time for a washing machine to last either. It sounds as if that particular washer has a fault with drums every 12 months. That's not satisfactory.

If all else fails, depending on how you bought the washer, you may be able to claim via Section 75, or chargeback. 

More info on both in this MSE link - https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/

The retailer should sort things out for you, not the manufacturer. 

I hope some of this is helpful. All the best. 

Thanks

It was bought as a gift though for us over 2 years ago
Am I still allowed to claim for it? Do I just need to contact the retailer hq then?

Alderbank

doubled1989 said:

MalMonroe said:

Hi,

Yes, there's the Consumer Rights Act 2015 and some really good info from this very site in the following link - 

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Everything we buy should be of satisfactory quality and last a reasonable length of time under that Act. These rights over-ride any warranty given by a manufacturer or retailer. One year isn't a reasonable length of time for a washing machine to last either. It sounds as if that particular washer has a fault with drums every 12 months. 

It was bought as a gift though for us over 2 years ago
Am I still allowed to claim for it? Do I just need to contact the retailer hq then?

You can't claim but the buyer can. Consumer rights are with the purchaser.
Who bought it for you and where from?

doubled1989

Alderbank said:

doubled1989 said:

MalMonroe said:

Hi,

Yes, there's the Consumer Rights Act 2015 and some really good info from this very site in the following link - 

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Everything we buy should be of satisfactory quality and last a reasonable length of time under that Act. These rights over-ride any warranty given by a manufacturer or retailer. One year isn't a reasonable length of time for a washing machine to last either. It sounds as if that particular washer has a fault with drums every 12 months. 

It was bought as a gift though for us over 2 years ago
Am I still allowed to claim for it? Do I just need to contact the retailer hq then?

You can't claim but the buyer can. Consumer rights are with the purchaser.
Who bought it for you and where from?

A relative as a gift from John Lewis

So even though we have gone through the Samsung manufactur to try get it fixed and are waiting we csn still call JL?

To be honest I just want the easiest, simple and cheapest solution here

Not even a refund I just want it fixed if they can fix it 

Aylesbury_Duck

The warranty has expired, so Samsung no longer have any obligations.  That leaves JL as the retailer,  but only your relative has consumer rights with them, so he or she needs to contacts JL in the first instance.  JL will probably ask for a report to show an inherent fault, so your relative will need to get a local repair man to take a look and produce a report.  Then, if it is an inherent fault, JL must choose to repair it, replace it or partially refund your relative, plus the cost of the inspection and report.