Washing machine in warranty

bubsha

I been advising a family, on a washing machine they purchased in Oct 23 and is still under warranty that's developed a fault. They booked 2 appt fir engineer to cone but no one turned up. The owner took a day off work and waited, fie first appt. Second was in a Saturday again no show of engineer. Can they bow refuse appt and request full refund? Just doesn't seem right and I think the repair company is really is a joke. The family are a low income family who need to be at work in order to pay rent and put food on the table but this is really a joke for a machine that's in warranty and they have to go through this.

Okell

Who did they buy it from?

If a fault has developed within 6 months of purchase they really ought to be pursuing the seller under the Consumer Rights Act 2015 (legislation.gov.uk) rather than trying to claim on a warranty.

The legislation entitles them to a free replacement or repair - unless the seller can establish that the fault is due to misuse or other damage caused by your friends.

Assuming the warranty doesn't give more advantageous terms they should be following the statutory route

RefluentBeans

To add to what Okell said - the CRA is with the retailer whilst a lot of warranties are with the manufacturers. Go back to the retailer and don’t let them try to palm you off onto the manufacturer (which Argos and Curry’s have a reputation of doing). 

In terms of the warranty - these are above your legal rights - and they hence can have (largely) any provisions in them that they want - and so you’re at the whims of what’s in the terms of the warranty.