Haier Washing Machine 5 Year Warranty - No support from retailer or manufacturer

aging_product

I purchased a Haier washing machine from Amazon December 2021 and immediately registered the 5 year parts and labour warranty. Fast forward to now and the device was making unusual noises and arranged a call out from a Haier engineer who informed that the device was faulty and needed to be replaced. The fault was that bad, it broke his electric drill. 

After a few emails back and forth, Haier (HooverCandy group) said they couldn’t help and to contact Amazon. I've tried the Amazon chat service and also spoken to Amazon customer services and both have said they cannot help as the order was placed outside of their returns window.

I have tried to escalate with Haier who refused and have a case escalated with Amazon but don’t hold out too much hope. 

As a customer, I purchased the produce specifically with the 5 year warranty to help protect me and also to avoid taking out the any maintenance contract. Does anyone have any advice?

lisyloo

How did you pay? Credit card, debit card? Which one exactly MasterCard, Amex or visa.
presumably it was over £100.
was it from amazon direct or from a marketplace seller?

aging_product

I paid using my Visa Debit card which cost £400 from Amazon direct.

lisyloo

What does the warranty say if your machine cannot be repaired?
what reason has the manufacturer given for not helping?

aging_product

The manufacturer said that they could not help and I should contact the retailer, nothing else. I asked to escalate but they refused, I have since raised a formal complaint using the HooverCandy website details.  I have the warranty confirmation of registration, unfortunately it does not print the T&Cs so not sure. 

MattMattMattUK

Just to check, did you actually purchase from Amazon, or from a third party seller on the Amazon site? If you look on the invoice in the order whondoes it say the seller is?

aging_product

This is from my invoice. Does this help?

Sold by
Amazon EU S.à r.l., UK Branch 1 Principal Place, Worship Street London, EC2A 2FA
United Kingdom
VAT # GB727255821

Alderbank

lisyloo said:

What does the warranty say if your machine cannot be repaired?
what reason has the manufacturer given for not helping?

The current T&Cs of the Haier 5 year guarantee are available on their website. They might have been the same in 2021.
The guarantee only seems to cover parts and labour for repairs.
It says:

The Haier engineer will assess the need for repair and take appropriate actions and implement the appropriate repair. If the appliance cannot be repair for whatever reason, the engineer will advise Haier Appliances UK accordingly and Haier Appliances UK will decide on the next course of action. 

In the OP's case the Haier engineer has determined the washing machine cannot be repaired and he has advised Haier accordingly. Haier seem to have decided to tell the OP to pursue their consumer rights with the retailer Amazon.

It is possible, though not stated, that Haier will also provide a report saying that the machine was faulty from new. In that case the OP's consumer rights, since it cannot be repaired, would be for Amazon to either replace or refund. Any refund could be reduced to allow for the 3+ years of use the OP has had.

https://cms.haier-europe.com/documents/d/global/haier-5-year-guarantee-2024-tcs 

lisyloo

This is what I was thinking, the warranty is for repair not replacement.
The debit card won't be any help as it's long past the time limit for chargeback.
I'd advise using a credit card for large purchases in future as there is section 75 protection which is enshrined in stature i.e. it's a legal obligation.

So the answer is you may need to take Amazon to the small claims court.
When you talk to Amazon tell them the machine is faulty and you want to exercise your rights to a refund under the consumer rights act. Terminology is important as it looks like they thought you wanted a return or it wasn't made clear the machine was faulty.
The onus is on you to prove the machine was faulty as years have passed but hopefully the manufacturer can help with that either with a report or their comms so far.
I would talk to them first, if they aren't helpful make it clear you intend to pursue your rights.

aging_product

Thanks for the tips. I sent this message via Amazon Customer Service Web chat.. 2 hours later they have offered me a refund or replacement. Sharing to help others..

I purchased a Haier washing machine from Amazon December 2021 which is now defective and no longer works. In previous communications with your customer services, you have stated that there is nothing you can do and for me to speak to the manufacturer for support.
I have since taken some advice and now aware of my consumer rights. As you are the retailer who I purchased the device from, you have the legal responsibility to support me with this issue. I am exercising my rights to a repair or replacement for the faulty product under the consumer rights act. The product is not fit for purpose and has not lasted a reasonable length of time. 

lisyloo

Great result.
It's a shame companies try to fob people off until they demonstrate they know their rights.