14 month old Hoover dishwasher has internal rust

Hedwig2023

January 2024- Dishwasher purchased from Mark's Electrical 
August 2024- it had a part replaced by the manufacturer due to poor cleaning (this improved things)
March 2025- I noticed a patch of rust on the inside of the dishwasher.

I initially contacted both Hoover and Mark's Electrical by email but received "not our responsibility" type replies.

So I started contacting them by phone:

• Hoover- told me they could not help with this as it is cosmetic, not an electrical or mechanical fault. 
• Mark's Electrical-  told me they only deal with faults in the first 30 days, so I need to contact Hoover, and Hoover should arrange someone to inspect it.
• Hoover-  told me they only do mechanical & electrical faults, and as it is over 12 months old, I would have to pay for someone to come and look at the dishwasher. They said to call Mark's Electrical.
• Mark's Electrical- said they don't know why Hoover won't help with this.  I quoted that under the consumer rights act 2015, my contract is with them, and that it was not reasonable for a dishwasher to become rusty inside after 14 months. After a discussion, I was told they will call me back when they have spoken to a manager.....

Am I being unreasonable to expect that a dishwasher would not develop rust after 14 months of use?
Is it reasonable to expect them to replace the dishwasher?
Any advise if they refuse to help again?

TadleyBaggie

Stainless steel shouldn't be rusting like that, it may cosmetic at the moment but if it continues to develop it may be the source of a leak.

You rights are solely with the retailer.

born_again

Sure it's rust & not crud from poor cleaning?

Hedwig2023

born_again said:

Sure it's rust & not crud from poor cleaning?

Yes, definitely rust. You can't get it off. 

Ergates

Hedwig2023 said:

January 2024- Dishwasher purchased from Mark's Electrical 
August 2024- it had a part replaced by the manufacturer due to poor cleaning (this improved things)
March 2025- I noticed a patch of rust on the inside of the dishwasher.

I initially contacted both Hoover and Mark's Electrical by email but received "not our responsibility" type replies.

So I started contacting them by phone:

• Hoover- told me they could not help with this as it is cosmetic, not an electrical or mechanical fault. 
• Mark's Electrical-  told me they only deal with faults in the first 30 days, so I need to contact Hoover, and Hoover should arrange someone to inspect it.
• Hoover-  told me they only do mechanical & electrical faults, and as it is over 12 months old, I would have to pay for someone to come and look at the dishwasher. They said to call Mark's Electrical.
• Mark's Electrical- said they don't know why Hoover won't help with this.  I quoted that under the consumer rights act 2015, my contract is with them, and that it was not reasonable for a dishwasher to become rusty inside after 14 months. After a discussion, I was told they will call me back when they have spoken to a manager.....

Am I being unreasonable to expect that a dishwasher would not develop rust after 14 months of use?
Is it reasonable to expect them to replace the dishwasher?
Any advise if they refuse to help again?

Your statement to them about the CRA is correct - this is the retailers problem to deal with, not Hoovers (especially so as you are out of Warranty).  

I don't think you are being unreasonable about a dishwasher developing rust.  Whilst it might only be a cosmetic issue at the moment, it's likely to worsen.  If the panel rusts through it'll leak.  

As you've had the machine over 6 months, the retailer *can* ask that you provide evidence this is an inherent fault (rather than as a result of something you've done) - you could get this from an independent repair person.  Assuming they find in your favour, you can claim the costs of this back from the retailer.

In terms of resolution, the retailer has options available to them other than just replacing the machine.  They're allowed 1 attempt at fixing it.  They could also go down the root of a partial refund (the the amount reduced to reflect the time you've had the machine).

Hedwig2023

The retailer has replied with 
"Having looked into this for you, I can confirm that due to the time that has passed since placing the order, we would advise you to contact the manufacturer directly to investigate. We would not be liable for any rusting on the appliance. "

What's my next step please?

Aylesbury_Duck

Hedwig2023 said:

The retailer has replied with 
"Having looked into this for you, I can confirm that due to the time that has passed since placing the order, we would advise you to contact the manufacturer directly to investigate. We would not be liable for any rusting on the appliance. "

What's my next step please?

Pay a local appliance repair person to inspect it and diagnose the fault and its probable cause.  Assuming the view is that a manufacturing fault has led to corrosion, then write to the retailer with that evidence and insist that they provide a remedy as per your consumer rights.

If they still resist, come back for more advice.  Credit card action (if you paid that way) is one option, as is small claims court.  The cost of the inspection is something the retailer must bear if it's in your favour.

Hedwig2023

I sent a formal complaint via email, using a template from Which. 

They have come back saying roughly what @Aylesbury_Duck has said. Except they've said that the fault has to have been there when the item was delivered. And they'll only refund proportionally to how long I've had the item! So they'll take off the number of months I've used the item for. (See photo). 

It seems ridiculous, such hard work to prove that the item isn't fit for purpose. I think I'm going to try action via credit card- it'll be less time and energy than all this back and forth with Mark's Electrical. 

It makes me so cross that they've told me 3 times they can't do anything. Yet when I sent a formal complaint, they say they can do something. How can they get away with fobbing people off like that?! 

Aylesbury_Duck

What they've said and offered is fair and in accordance with your rights.

The rust hasn't had to have been there from day one, your argument is that a manufacturing flaw that was present at manufacture has caused the rusting over time.

Reducing the refund to reflect use is completely fair.  To get a brand new machine would be betterment.

I'd continue with the route you've started.  Your credit card company will almost certainly ask for the same evidence and will offer a proportional refund which will be calculated on a similar basis.  There's little point starting the process again.

the_lunatic_is_in_my_head

Dishwashers should last around 8-10 years unless you purchased a really cheap one, maybe up to 15 years from a premium brand.

Their 72 month calculation holds no basis, they also need to pay for the cost of the inspection. 

Whilst looking around for someone to inspect it, I would send them a letter before action in the post and see what their response to that is.

How much did you pay/what model did you buy OP?

powerful_Rogue

the_lunatic_is_in_my_head said:

Dishwashers should last around 8-10 years unless you purchased a really cheap one, maybe up to 15 years from a premium brand.

Their 72 month calculation holds no basis, they also need to pay for the cost of the inspection. 

Whilst looking around for someone to inspect it, I would send them a letter before action in the post and see what their response to that is.

How much did you pay/what model did you buy OP?

That figure all depends on how often it's used and maintained though. The company have already said they would refund the inspection fee if it showed a fault present at manufacture.

I think sending a letter before action at this stage is poor advice. The company could quite easily refuse any further communication or assistance with the OP and let it get to court. I don't think that would look very favourably upon the OP.