FAULTY GOODS NOT FIT FOR PURPOSE AFTER ONLY 2 WEEKS USE!!

PhilippaBonelle

I had a problem with a slimline dishwasher which was not yet 2 years old, after spending over £100 on repair engineers who could not find a problem I decided to cut my losses and buy a new one.

AO.com delivered and installed my new machine on 2/4/24.  it worked perfectly for nearly 2 weeks and then the same problem happened as with the old one - the pump failed to pump out the dirty water!! 18/4/24 - well within the 30 days.
I rang the warranty company only to be told "it is too new for us, you need to ring Pacifica engineers who will probably replace it as its so new".  I rang and booked the engineer to call today. In the meantime I also had a plumber come out and check the water inlet and outlet connections at a cost of £150.  His report stated that the pump was not working in the machine.!! and advised me to contact the manufacturer!

The Pacifica engineer called today and could find nothing wrong with the machine!!  I then rang AO.com as I know under the sale of goods act I am entitled to a refund/replacement within the first 30 days.  AO.com then tried to charge me £40 "retention fee" for replacing the machine plus delivery, installation and disposal of old machine- some £80 extra!!

I argued for over 45 minutes citing the sale of goods act 2015 and eventually they capitulated and waived all fees apart from a delivery fee of £20!!
whilst I have now got a replacement i feel aggrieved that I had to argue about my rights and then pay a delivery fee.!

I should also add that I am a frequent customer pf Ao.com having recently bought a washing machine,  from them and previously fridge freezer, dishwasher etc.

I wonder if anyone else has had similar issues and how they got resolved??
(Removed by Forum Team)

Mark_d

The Pacifica engineer's conclusion, together with the engineer's conclusion re. your previous dishwasher, leads me to think that these is nothing wrong with your AO machine.  So why go through all the difficulties of replacing the machine (inc. installation, disposal etc.)?

There is evidence to suggest an issue with your inlet/outlet.  I'm also unsure that your plumber is qualified to assess the components in the dishwasher.  I would suggest getting a second opinion from another plumber

Exodi

Just quickly, if that is your real name you should not be posting it on an internet forum like that - I'd recommend editing your post.

Also the Sales of Goods Act was replaced by the Consumer Rights Act in 2015 (but lots of information online is outdated).

pinkshoes

PhilippaBonelle said:

I had a problem with a slimline dishwasher which was not yet 2 years old, after spending over £100 on repair engineers who could not find a problem I decided to cut my losses and buy a new one.

AO.com delivered and installed my new machine on 2/4/24.  it worked perfectly for nearly 2 weeks and then the same problem happened as with the old one - the pump failed to pump out the dirty water!! 18/4/24 - well within the 30 days.
I rang the warranty company only to be told "it is too new for us, you need to ring Pacifica engineers who will probably replace it as its so new".  I rang and booked the engineer to call today. In the meantime I also had a plumber come out and check the water inlet and outlet connections at a cost of £150.  His report stated that the pump was not working in the machine.!! and advised me to contact the manufacturer!

The Pacifica engineer called today and could find nothing wrong with the machine!!  I then rang AO.com as I know under the sale of goods act I am entitled to a refund/replacement within the first 30 days.  AO.com then tried to charge me £40 "retention fee" for replacing the machine plus delivery, installation and disposal of old machine- some £80 extra!!

I argued for over 45 minutes citing the sale of goods act 2015 and eventually they capitulated and waived all fees apart from a delivery fee of £20!!
whilst I have now got a replacement i feel aggrieved that I had to argue about my rights and then pay a delivery fee.!

I should also add that I am a frequent customer pf Ao.com having recently bought a washing machine,  from them and previously fridge freezer, dishwasher etc.

I wonder if anyone else has had similar issues and how they got resolved??
Pippa Clark

A dishwasher that was less than 2 years old failed to pump out dirty water, then another one does exactly the same indicates to me that the problem lies with your drainage rather than the dishwashers, especially as the engineer couldn't find a problem with either dishwasher. 

And yet your own plumber has contradicted this. 

Before purchasing yet another dishwasher, I'd be wanting a much clearer investigation into your plumbing to check their isn't some sort of drainage issue. 

As it's less than 30 days, the engineer was entitled to inspect it and as no fault was found you were not entitled to reject it, so you got away quite lightly with just the £20 fee!

Aylesbury_Duck

It sounds like it might be a problem with your plumbing.  It seems odd that two dishwashers in short order can't pump out their waste water.

Who installed it?  Have you got the correct waste pipe run?  They normally require an up-and-over hose run, taking the hose up high, over a smooth curve and then down to the waste connection.  Is it possible that the hoses have been pinched by the machine being pushed too far in?  That would explain why no one has found a problem with the machine or the plumbing, because as soon as you pull the machine out, it all looks normal.

Have you tried operating the machine with it pulled out from the cavity?  Don't stretch the pipes and cable, but it would just eliminate a pinched pipe as a cause.

Then check the waste pipe run for kinks, pinches or twists, and that it follows the up-and-over shape almost certainly prescribed in the instructions.

marcia_

 Agree with it being your plumbing. 

 My dishwasher under warranty broke down twice. Each repair man from Pacifica found fat in my outlet. I had a plumber flush the outlet and  im now extra careful with fats and no further problems.

Okell

I don't know about dishwashers but I do know that with a washing m/c failure to pump out waste water is often caused by a blocked pump, which you can check and clear yourself.

Can you do that?