Faulty washer/dryer and AO /AEG

annette1958

Thank you for that GBD2222 , I have decided to have the second engineer to look at this and also looking into cost of an independant engineer if the same guy shows up again ! 

Jumblebumble

DullGreyGuy said:

annette1958 said:

I bought a washer/dryer on 5th December from AO , I noticed that the rinse was not getting rid of all the soap and seemed to be spinning the soap out not rinsing it enough . I rang AO , and AEG sent an engineer . He concluded that I was using the wrong pods ( these were supplied with machine) , not using the machine correctly and I had a lecture on how to wash in a washing machine !! I am 66 and have done enough washes in my life with various makes/models of machines . So according to him the suds are a 'by product' and not problematic , although clothes come out "crackling with the residue "
I complained to AO stating I was not happy with it and a 10 day long period of 3 way conversations between myself and them trying to resolve this . They asked for a video of machine operating which I sent and then a week passed before a lot of calls to them as they failed to call me back was told they wanted to send another engineer which I have refused .
When I asked AO as the retailer to return the machine and get a refund/replacement they then informed me there was a "retention fee of 30 % " if refunded or 15% if replaced !! There is no mention of this in the terms and conditions other than they would reduce the refund due to use of machine ! No mention of percentages .
I am unsure of how to proceed as paid with my debit card so would have to do a chargeback and hope they don't try to claw back but am I entitled to return under the 30 day rule as not suitable/fit for purpose ? I am left with a machine I am not happy with and at £700 expect a decent wash from it . 

So you didnt like him teaching you how to suck eggs but have you actually done what he told you to do and did it make any difference? 

Sounds like you are trying to reject the goods under your short term rights under the CRA given you mention 30 days... as such its up to you to substantiate that the machine is faulty and its not, for example, user error. Clearly the first engineer has marked it up as user error and you've refused a second engineer. If you dont want someone from AEG looking at it you'd need to commission your own person to inspect and write a report. 

They sound like they are considering the return as a change of mind for which they state you can return in 30 days if unused for a full refund or you'll get a partial refund if you want to return it after using it which they say can be up to 50% charge. 

Have you looked through the menus? I know with ours new one its crazy as you have to set the water hardness and a number of other factors that influence the programmes but you can then override them if you want an extra long rinse etc. 

I am of similar age to the OP and also dont need anyone to tell me how to operate a washing machine
I would not be very interested in taking much notice of an engineer who claims that the pods that it appears the manufacturer has supplied are somehow wrong or who claims suds are a byproduct because I can assure you my 10 year old Miele does not suffer from eirther of these issues
An educated guess it that this is in fact some water saving nonsense that AEG have bodged in their design and their engineers are mandated to try and fob off

RefluentBeans

Jumblebumble said:

DullGreyGuy said:

annette1958 said:

I bought a washer/dryer on 5th December from AO , I noticed that the rinse was not getting rid of all the soap and seemed to be spinning the soap out not rinsing it enough . I rang AO , and AEG sent an engineer . He concluded that I was using the wrong pods ( these were supplied with machine) , not using the machine correctly and I had a lecture on how to wash in a washing machine !! I am 66 and have done enough washes in my life with various makes/models of machines . So according to him the suds are a 'by product' and not problematic , although clothes come out "crackling with the residue "
I complained to AO stating I was not happy with it and a 10 day long period of 3 way conversations between myself and them trying to resolve this . They asked for a video of machine operating which I sent and then a week passed before a lot of calls to them as they failed to call me back was told they wanted to send another engineer which I have refused .
When I asked AO as the retailer to return the machine and get a refund/replacement they then informed me there was a "retention fee of 30 % " if refunded or 15% if replaced !! There is no mention of this in the terms and conditions other than they would reduce the refund due to use of machine ! No mention of percentages .
I am unsure of how to proceed as paid with my debit card so would have to do a chargeback and hope they don't try to claw back but am I entitled to return under the 30 day rule as not suitable/fit for purpose ? I am left with a machine I am not happy with and at £700 expect a decent wash from it . 

So you didnt like him teaching you how to suck eggs but have you actually done what he told you to do and did it make any difference? 

Sounds like you are trying to reject the goods under your short term rights under the CRA given you mention 30 days... as such its up to you to substantiate that the machine is faulty and its not, for example, user error. Clearly the first engineer has marked it up as user error and you've refused a second engineer. If you dont want someone from AEG looking at it you'd need to commission your own person to inspect and write a report. 

They sound like they are considering the return as a change of mind for which they state you can return in 30 days if unused for a full refund or you'll get a partial refund if you want to return it after using it which they say can be up to 50% charge. 

Have you looked through the menus? I know with ours new one its crazy as you have to set the water hardness and a number of other factors that influence the programmes but you can then override them if you want an extra long rinse etc. 

I am of similar age to the OP and also dont need anyone to tell me how to operate a washing machine
I would not be very interested in taking much notice of an engineer who claims that the pods that it appears the manufacturer has supplied are somehow wrong or who claims suds are a byproduct because I can assure you my 10 year old Miele does not suffer from eirther of these issues
An educated guess it that this is in fact some water saving nonsense that AEG have bodged in their design and their engineers are mandated to try and fob off

But if you don’t check to see if the recommendations make a difference you can’t rule out user error. It’s not about insulting your age or experience but if there’s a change in design that requires you to change the way you do something then you may not know. 

After all, technology changes and makes things different. Before hill start assist people used to drive their cars differently. Nothing wrong with using newer technologies and not being sure on how to use them!