Repeated faults with AEG washing machine

m0t

I bought a new AEG washing machine in April 2023 direct from AEG UK and paid using Klarna pay in 3. The machine is now paid off. 

At 7 months old the machine failed with an E59 error. I had the machine repaired under warranty which took 3 weeks. The diagnosis was a faulty motor and I was told it was just bad luck and the motors hardly ever fail. 

At 10 months old the inbuilt water softener (the main reason I bought this specific machine) failed. I had this repaired under warranty which took a couple of weeks. 

About three weeks ago the water softener failed again. I hadn’t got round to reporting this fault yet. 

Yesterday the machine failed to go in to spin with an E59 error and now doesn’t work at all. This is the same error we had when the machine was 7 months old. I’ve booked another warranty call out but it’s a two week wait just to get it looked at. 

At this point the machine seems cursed and I’m at my wits end facing another three plus weeks unable to use the machine. Do I have any right to ask them to replace it instead of having another repair attempted? 

I cannot believe that such an expensive machine has failed three times in a year. 

tacpot12

Do you have home insurance? If so, check to see if you have Legal Expenses cover as part of your insurnace. If you do, you can call the Legal Helpline provide by your insurer, who can help you. 

As far as I am aware, you do have right to a refund under the Consumer Rights Act 2015, but the refund will only be a partial one to reflect the use you have had from the machinee. You should doucment that times when the machine was no working to help calculate how much the refund should be.  

m0t

I’m just updating this because the machine is still broken. 

AEG have sent technicians out twice, the first visit they ran tests and the second visit they replaced a number of parts of the machine. 

AEG have now instructed them to come back in another week to replace something else. I’ve had several calls and emails with them where they are refusing to do anything other than keep replacing parts. I don’t really want a refund and had asked repeatedly for it to be replaced to no avail. 

I also think I’m struggling because I bought it direct so it’s being dealt with under the manufacturer warranty rather than as retailer issue. 

Aylesbury_Duck

Then you need to tell them you wish to reject it under consumer rights legislation.

Mind you, at this rate, you'll have an entirely new machine, like a Ship of Theseus.

m0t

Machine is still not repaired, another parts request and a weeks wait. 

I'm drafting a rejection message now. Do I need to seriously worry about the proving the fault was there at purchase as some of the online guidance says?

m0t

Final update - I told them I was rejecting the machine with reference to the right to final rejection after one attempted repair.

They immediately sent me a new one. Not quite the resolution I was asking for at the end but at least I have a working machine again.