What’s my chances?

Stonesmike

Our hoover washing machine was purchased eighteen months ago from curry’s, unfortunately it’s starting to leak and making a loud rattling noise. Do we have any repair rights either with curry’s or hoover. Unlike me I don’t think I activated the 10 year guarantee. I did phone an independent repair guy and he informed me that he won’t touch washing machines under 2 years old implying it would invalidate the parts guarantee.

Aylesbury_Duck

Stonesmike said:

Our hoover washing machine was purchased eighteen months ago from curry’s, unfortunately it’s starting to leak and making a loud rattling noise. Do we have any repair rights either with curry’s or hoover. Unlike me I don’t think I activated the 10 year guarantee. I did phone an independent repair guy and he informed me that he won’t touch washing machines under 2 years old implying it would invalidate the parts guarantee.

Ask Currys first, but they'll probably ask you to get it inspected to prove the fault isn't down to misuse or wear and tear.  If it's an inherent fault, Currys (not Hoover) have to provide a solution, either a replacement, a repair or a partial refund.

Stonesmike

Aylesbury_Duck said:

Stonesmike said:

Our hoover washing machine was purchased eighteen months ago from curry’s, unfortunately it’s starting to leak and making a loud rattling noise. Do we have any repair rights either with curry’s or hoover. Unlike me I don’t think I activated the 10 year guarantee. I did phone an independent repair guy and he informed me that he won’t touch washing machines under 2 years old implying it would invalidate the parts guarantee.

Ask Currys first, but they'll probably ask you to get it inspected to prove the fault isn't down to misuse or wear and tear.  If it's an inherent fault, Currys (not Hoover) have to provide a solution, either a replacement, a repair or a partial refund.

Thanks, a visit to curry’s today.

DullGreyGuy

Your statutory rights are with Curry's and so they should be your first point of call if you dont have a great quality warranty on it. They will inevitably tell you to contact Hoover, may tell you its outside of warranty, but you need them to give you that instruction rather than it being off your own back (ideally you'd have evidence that they did). 

If Hover only offer you a paid solution or Curry's state its out of warranty/not their problem then you need to go back to Curry's and remind them of your statutory rights under the Consumer Rights Act. Technically after 6 months its up to you to prove its an inherent fault/goods are not of reasonable durability which is typically done with an engineers report but most retailers prefer to do their own inspection/manufacturer inspection. If they won't then you need to commission the report, the cost of which gets added to your claim against Curry's if it supports your position. 

Stonesmike

DullGreyGuy said:

Your statutory rights are with Curry's and so they should be your first point of call if you dont have a great quality warranty on it. They will inevitably tell you to contact Hoover, may tell you its outside of warranty, but you need them to give you that instruction rather than it being off your own back (ideally you'd have evidence that they did). 

If Hover only offer you a paid solution or Curry's state its out of warranty/not their problem then you need to go back to Curry's and remind them of your statutory rights under the Consumer Rights Act. Technically after 6 months its up to you to prove its an inherent fault/goods are not of reasonable durability which is typically done with an engineers report but most retailers prefer to do their own inspection/manufacturer inspection. If they won't then you need to commission the report, the cost of which gets added to your claim against Curry's if it supports your position. 

Thanks.
i decided to phone hoover first and was advised to do a one off payment of £145 for an engineer to do a one off repair or take out a 12 month care plan of £18.23 a month, I then mentioned the consumer act 2015 and they stated I need to take that up with curry’s. I am not holding out much hope, but I will give it a good go.

Stonesmike

Update, curry’s gave me a number to ring ( wrong number ) eventually got through to the ‘ out of warranty claims dept ‘ tried to get me to have an engineer come out at my expense, but stuck to my guns and now have a reference/case number, but it will take 7 working days. Obviously firms try to make it a long process in these matters.

PHK

They don't have to arrange an engineer at all, because the law says it's your responsibility to prove the washing machine is inherently faulty (rather than excessive wear, misuse, or accident). So I'd say they had been more than cooperative. 

Stonesmike

PHK said:

They don't have to arrange an engineer at all, because the law says it's your responsibility to prove the washing machine is inherently faulty (rather than excessive wear, misuse, or accident). So I'd say they had been more than cooperative. 

Apologies I have worded it wrong, curry’s are basically going to review my situation and it could take them ( curry’s ) seven working days to come back to me, with hopefully some sort of compensation/repair etc. I would have no problem paying for an engineer to inspect the machine as I know there has been no misuse and on average used once or twice a week.

Stonesmike

Received an email from curry’s, stating if I pay for an engineer to inspect the machine to determine if it’s the manufacturers fault, the engineers fee will be deducted if it found out that it is a manufacturers fault. I will probably go for this as I am of the opinion the machine shouldn’t be going wrong after 17 months.

Jenni_D

How much are they charging for this engineer's assessment? How much would it cost you to get your own engineer's report?

Bear in mind that their commissioned engineer may be more inclined to find in their favour if there's any dubiety as to the nature of the issue. (I'm not saying they will, but ....... your commissioned engineer is more likely to find in your favour, and if they are cheaper then you're also [technically] mitigating Currys' costs .. albeit what Currys charge you for the visit is probably not what they get charged by the engineer's employer/company).

macman

Stonesmike said:

DullGreyGuy said:

Your statutory rights are with Curry's and so they should be your first point of call if you dont have a great quality warranty on it. They will inevitably tell you to contact Hoover, may tell you its outside of warranty, but you need them to give you that instruction rather than it being off your own back (ideally you'd have evidence that they did). 

If Hover only offer you a paid solution or Curry's state its out of warranty/not their problem then you need to go back to Curry's and remind them of your statutory rights under the Consumer Rights Act. Technically after 6 months its up to you to prove its an inherent fault/goods are not of reasonable durability which is typically done with an engineers report but most retailers prefer to do their own inspection/manufacturer inspection. If they won't then you need to commission the report, the cost of which gets added to your claim against Curry's if it supports your position. 

Thanks.
i decided to phone hoover first and was advised to do a one off payment of £145 for an engineer to do a one off repair or take out a 12 month care plan of £18.23 a month, I then mentioned the consumer act 2015 and they stated I need to take that up with curry’s. I am not holding out much hope, but I will give it a good go.

That is correct. your consumer rights under CRA 2015 are with the retailer. Your rights under the manufacturer's warranty are now expired: the standard Hotpoint UK warranty is 12 month, unless your says differently? No idea why the repair guy referred to a 2 year parts warranty.
This won't help you, but it may do others: if you had bought the same machine from JL then you would have had a full 2 years warranty from the retailer. DSG are notoriously awkward with warranty claims and will always try to pass it back to the manufacturer.
This sounds like drum bearing failure: bear in mind that this is a budget brand and some of them have a design life of little more than 500 cycles. So, if used daily, it could have reached that point. if that is the fault, it is not economically repairable, as the drums are sealed.