Beko Washing Machine BM3WT3841W. Purchased 10/24

MyAlTerego

Hi

I can't make this machine work properly.  This is my latest email to Beko summarising my problems

" I had hoped for a more considered response that addressed my particular problems rather than a general invitation to 'read the manual'.

- Show me where in the handbook it prescribes MINIMUM loads. 

- Am I only supposed to do 1 load per 2 weeks so that I can accumulate a full load?  Not only shall I need to buy more underwear but the drum was FULL with what your engineer calls a 'half load' - it won't all go in to make the weight!

- If 90% of my wash is cotton (Jeans are cotton too as are towels), what other programme should I use?

- How is 3hrs 50 minutes acceptable for a 2hr 17 minute wash with no spin?

- Why is there so much water in the filter when I clean it? - I measured it at 1/2 litre using the roasting tray rom my BEKO oven.  Who wants all that water on their kitchen floor?

- Why does spin/drain  programme work sometimes when spin on wash programme doesn't?

- Why have you made a product that is so difficult to use - I have been washing clothes in various machines for 50 years with no problem until now?

It was obvious to me from the moment your 'service' rep arrived that he was not going to be helpful as he actually told me that he 'knew what the problem was before he walked through the door'.  I don't know why he bothered to come.  His 'investigation' took less than 5 minutes.  The rest of the time (another 5 minutes only), he spent telling me all the problems were my fault and essentially that I should 'suck it up'  without telling me any way to make the machine work satisfactorily.  How can 'trial and error' be acceptable advice from a presumably trained rep? Additionally, I don't know how he managed to get an E18 error message (NOTABLY I have NEVER had that error code display at any time) - there were no clothes in the machine at any point during his 10/15 minute visit.

I have competed the complaint form for your CEO's attention on your website.

Hopefully she will take notice of the very real difficulties your machine is causing an ordinary user.  What I need is a reliable workhorse not a prima donna product that will only work when it feels in the mood.

Finally, if my experience of your customer service falls so 'exceptionally short...' (your words) , why are you totally unable to help me??

Yours despairingly"

So briefly, won't spin, enormously long washing times, lots of water in filter (glad I don't have a wooden floor!)

Purchased from AO.  Problem first reported in 2/25 BUT to BEKO not AO.

Apart from waiting for reply from Beko  ?CEO, any advice please?

comeandgo

Which model is it?  Sorry, now see your heading has it.

Aylesbury_Duck

Your consumer rights are with AO, but now that it's more than six months since you bought it, AO are likely to insist you prove the fault exists and the cause of it.  That means getting someone like a local white goods repairman to take a look and write a short report.  If that says there's an inherent fault (and the lack of spinning suggests there may be) then AO should repair it, replace it or refund you, as well as paying you the cost of the report.

Going in all guns blazing to Beko was a mistake.  The only rights you may have with them are warranty rights, and without seeing your warranty terms, I don't know what they are.  You've wasted valuable time on that route, because had you gone to AO in February, the onus would be on AO to show the fault isn't an inherent one.  After six months, the onus is on you.

I doubt that the washing time and water matter are faults.  The programme times are only ever a guide, and all of the water in a cycle must pass through the filter, so there's bound to be quite a lot to drain from the reservoir.  Focus on the fact that the spin isn't working in the cycle, if there is a fault (rather than you under-loading the machine), it's probably that.  I suspect that if you're only partly filling the machine, it's imbalanced and that's why the machine won't spin, and why it will keep trying to spin and that's what's taking the extra programme time.

born_again

While not answering consumer rights side.

ALL our washing is done on the daily cycle.
Never use any other of the settings for various fabrics.

Only other setting that is used is Eco drum clean, due to having dogs... ECO is a odd statement as it runs at 90C & takes over 2 hours 🤦‍♀️🤣

otb666

I have a Beko and always run on 40oc and the lowest spin cycle It is called the handwash but I select based on low temperature and spin speed.  I would not run it at a higher speed as I fear it would take off otherwise.  It does take over 2 hours but I always fill it up to bursting. I do about 5 washes a fortnight. 

Aylesbury_Duck

I've always turned down spin speeds, finding that anything above 900 delivers very little extra benefit, and at this time of year through to autumn I use 700 or even 500.  It should take significant wear off the components, which is perhaps why machines I've owned have always lasted a long time, even with almost daily use.

MyAlTerego

Thank you for your replies, people.  Sorry for the delay in acknowledgement.  Being new, I sort of assumed that MSE would generate an autoemail if there was any response.

Having had no reply either to my last email on 5/5 or to my online complaint form fao CEO, I rang Beko again this pm.  They will only send someone out from the same outfit as last time, as if a buddy of the first one will undermine him!  Got a manager from Beko calling back on Monday to discuss that.

My 'guns' were in response to a reply by Beko to a previous email pointing out the 3 problems I have more calmly which reply was probably AI generated and referred me to the page of the handbook detailing the maximum loads (nowhere does it detail the minimum loads) and otherwise did not address the issues at all.

FYI I managed to cram the drum with 6.4kg of cotton clothing and bedding (I don't know if 8kg would actually go in).  It took 4 hours this time and only started to spin with 1 minute left on the clock for 6 minutes but not at full speed.

With regard to CRA, my understanding is that the fault has to have occured within 6 months, not be notified to vendor within that time.  I can prove that as I have Beko complaint number from 25/2 - or am I wrong?

Aylesbury_Duck

I don't think you're wrong, but I suppose AO's stance will be that before six months had elapsed, you didn't have evidence of a fault.  All you had was discontent about how the machine performed, not that it was necessarily faulty.  It sounds to me as if there's something wrong with its spinning behaviour, but that's yet to be confirmed and user error ruled out.

I think they'll ask you to show it's faulty.  They could have done the same at any point in the first six months, you don't have a right to reject something as faulty in the first six months on your own say-so.  So in that sense you're in the same position now as you would have been in February, i.e. showing it to be faulty.  

All this is hypothetical.  You need to speak to AO rather than banging on a Beko door that isn't being answered.  

TELLIT01

I can't remember off hand what make our washing machine is, but I liken the programme times shown on the display to 70 mph road signs when sat in a traffic jam.  Something to dream is possible whilst knowing the actual likelihood is nil.

MyAlTerego

Following a telecon with BEKO last Friday, they agreed to send out another engineer...but only from the same repair company as first time.  I am awaiting call back from a Manager to discuss that ruling.  If no joy, AO here I come. Latest fault?  I tried a 2 hour delay on a wash.. machine started after 40 minutes. 

SteveJW

MyAlTerego said:

Following a telecon with BEKO last Friday, they agreed to send out another engineer...but only from the same repair company as first time.  I am awaiting call back from a Manager to discuss that ruling.  If no joy, AO here I come. Latest fault?  I tried a 2 hour delay on a wash.. machine started after 40 minutes. 

Just a thought

My Machine (LG) has a delay wash time, but it is confusing

It delays the end of the program,

So if I have a 2 hour wash programed that would end at 8pm, setting a 3hr delay means the wash would end at 11pm and would start at 9pm.

It took me some getting used to