Broken new washing machine

tideishigh

Hi there, looking for advice on what my rights are and what others would do in this situation. Thanks for reading.

Bought a brand new integrated washing machine Sept 2023 fitted into new kitchen. Day 3 it developed an electrical fault making it unusable. After multiple visits from engineers spanning two weeks it was fixed.

A couple of weeks ago I noticed a dark mark on the bottom of the kickboard of the unit surrounding the machine. On closer inspection it was wet. Then realised that the floor and side of unit was water damaged as well. Under the front lip of the machine was wet and a photo using phone revealed a rusted patch. 

Engineer came out and said “this always happens on this model over time” and booked someone to else to return to fit a new draw compartment- apparently it’s what is at fault.

My questions is, should I just accept this? Feel like it’s not good enough. If they knew it was at fault then when are they continuing to sell with faulty drawer compartment. 

Now have a damaged unit and floor. Should I claim on home insurance or should washing machine company be responsible?

The company are now asking me to take out an extra warranty whereby I would pay monthly. Probably will end up doing that as scared in case something else goes wrong with it! 

the_lunatic_is_in_my_head

Hello OP

Where did you buy from and who performed the first fix (retailer or manufacturer) please? 

tideishigh

Thanks for reply.

Its hotpoint. Bought direct from Whirlpool who did the first fix 

the_lunatic_is_in_my_head

tideishigh said:

Thanks for reply.

Its hotpoint. Bought direct from Whirlpool who did the first fix 

Thanks OP

In that case it's fairly straightforward. They only get one chance to fix and after that if there are still problems you can claim a refund (with no obligation to let them fix again) and as it's less than 6 months since delivery that must be a full refund.

You should directly tell Whirlpool that "as per Section 24 paragraph (5)(a) of the Consumer Rights Act you are exercising the final right right to reject as the goods do not conform to the contract after one repair attempt and as per Section 24 paragraph (9) a full refund is due". 

Best to do this via email or anything where you have a record, the 6 month deadline for a full refund is based on you exercising that right to reject so if they drag their feet you are better off with proof you've made your statement now before 6 months have past. 

Hopefully there won't be much resistance but if there is always worth Googling "ceo email" and searching that site for Whirlpool (which comes under Indesit UK) and the email address there will hopefully lead to a higher level of customer facing staff. 

If you face problems getting them to agree pop back for more advice  

Beebabe69

the_lunatic_is_in_my_head said:

tideishigh said:

Thanks for reply.

Its hotpoint. Bought direct from Whirlpool who did the first fix 

Thanks OP

In that case it's fairly straightforward. They only get one chance to fix and after that if there are still problems you can claim a refund (with no obligation to let them fix again) and as it's less than 6 months since delivery that must be a full refund.

You should directly tell Whirlpool that "as per Section 24 paragraph (5)(a) of the Consumer Rights Act you are exercising the final right right to reject as the goods do not conform to the contract after one repair attempt and as per Section 24 paragraph (9) a full refund is due". 

Best to do this via email or anything where you have a record, the 6 month deadline for a full refund is based on you exercising that right to reject so if they drag their feet you are better off with proof you've made your statement now before 6 months have past. 

Hopefully there won't be much resistance but if there is always worth Googling "ceo email" and searching that site for Whirlpool (which comes under Indesit UK) and the email address there will hopefully lead to a higher level of customer facing staff. 

If you face problems getting them to agree pop back for more advice  

This response has been so helpful, thank you. I’ve never experienced a company like Hotpoint/Whirlpool where they will do everything they possibly can to thwart you at every turn from getting a refund. 

Okell

@Beebabe69 -  Did you manage to successfully reject it within 6 months of delivery?

(I ask because it's taken you another month to respond to the last comment)

sheramber

Okell said:

@Beebabe69 -  Did you manage to successfully reject it within 6 months of delivery?

(I ask because it's taken you another month to respond to the last comment)

Bee babe 69 is not the OP. 

From their own post today they have not got any refund