Washing machine breakdown what are my rights

smiler01

Good Afternoon knowledgeable ones,  just need to know what my rights are.
Purchased Beko washing machine from John Lewis in July of last year and it came with 2 year warranty,  a few months ago we noticed it was making an extremely loud noise when on its fastest spin, we got in contact with JL who put us in contact with Beko and they arranged for an engineer to come from a company called ACL, they diagnosed that the concrete weights inside were smashed and duly ordered a few new parts , these came a week or so later and an engineer came out to fix/replace , we then had to get same engineer out on same day as we had a leak , this was duly fixed but we noticed a few days later that the noise had returned all be it not as loud,  we reported again via Beko and another engineer came out from same company and although didn't actually diagnose any problem he tightened a few things and cleared some debris that had been left by previous engineer, then noise has still not gone and I am going to speak to Beko tomorrow,  what are my rights?
Thanks in advance 

lincroft1710

Your rights are with John Lewis as you purchased the machine from them. Guarantees/warranties are in addition to your statutory rights, but are subject to the terms and conditions attached to them

smiler01

Thanks for comment but what I really need to know is at what point can I demand a new machine or do i still have to accept multiple engineer visits ??

lincroft1710

smiler01 said:

Thanks for comment but what I really need to know is at what point can I demand a new machine or do i still have to accept multiple engineer visits ??

You are out of time to "demand a new machine". At best you will get a refund adjusted to reflect the use you have had from the machine. Those are your consumer rights (with JL). If the warranty T & Cs offer a better solution then you will have to speak with Beko.

JL are not currently renowned for their customer service (unlike in the past), so be prepared for an uphill battle.

powerful_Rogue

smiler01 said:

Thanks for comment but what I really need to know is at what point can I demand a new machine or do i still have to accept multiple engineer visits ??

Sounds like you claimed under the warranty rather than your consumer rights. Does the warranty mention anything about getting a new machine? Also, never demand.

Unless the warranty mentions a new machine, you certainly won't be getting one under your consumer rights.

Ergates

smiler01 said:

Thanks for comment but what I really need to know is at what point can I demand a new machine or do i still have to accept multiple engineer visits ??

Under your consumer rights, the retailer is allowed one attempt at a repair or replacement before you are entitled to demand a refund.   John Lewis have had this (by directing you to Beko).  You can now either continue to accept repair attempts or insist on a refund.  

This refund can include a deduction for use which, as you've had the machine for a little over a year would likely be approx 1/6th.  (i.e. you'd get about 5/6th of the initial amount back).