Looking for advice with faulty appliance

dibs1975

I bought a washer from a catalogue about three to three and half years ago. Within eight months the bearings started failing. Samsung not the catalogue replaced it as could not get the parts. The same fault is now happening on the replacement. I have been in touch with samsung but they are wanting to charge for the repair. The warrenty on the old washer runs out in 2027 and i was told that the warrenty would be pasted over to the replacement washer which they say ot has not. What are my rights for a repair or replacement due to it not lasting a reasonable length of time. I have escalated to complain and a manager is calling me back within 48 hours. What is the best thing to say to them about my rights, if i have any as i am sure i do off watching martin lewis on tv and i think its the sad fart solgan.

Thank you in advance for any help or advice anyone is able to give me with this.

TELLIT01

After 6 months it is up to the consumer to prove a manufacturing fault.  That will require an independent report, for which you will have to pay.  If a fault is proven you should get the cost back.  However, don't expect a full refund of the cost of the washing machine.  They can deduct the period of use from the full warranty period.

eskbanker

dibs1975 said:

The warrenty on the old washer runs out in 2027 and i was told that the warrenty would be pasted over to the replacement washer which they say ot has not.

Was the extended warranty provided by the manufacturer or was it some sort of special deal from the retailer?

A warranty should transfer from original to replacement, albeit retaining the original end date rather than starting again, so on the face of it it should still apply, as you were apparently advised - was this in writing?

dibs1975

eskbanker said:

dibs1975 said:

The warrenty on the old washer runs out in 2027 and i was told that the warrenty would be pasted over to the replacement washer which they say ot has not.

Was the extended warranty provided by the manufacturer or was it some sort of special deal from the retailer?

A warranty should transfer from original to replacement, albeit retaining the original end date rather than starting again, so on the face of it it should still apply, as you were apparently advised - was this in writing?

It was a manufacturer warrenty i had to register it with samsung. The warrenty is showing in my samsung account that ends in 2027 but on the wrong washer When the first washer had a fault the retailer told me to get in touch with samsung. It was not in writing but over the phone.

dibs1975

I was under the impression that a washer should last longer than it has and watching martin lewis on tv, it makes no difference of a warrenty or not

eskbanker

dibs1975 said:

I was under the impression that a washer should last longer than it has and watching martin lewis on tv, it makes no difference of a warrenty or not

It should last longer than that, but there are two different approaches to the matter.

Manufacturer warranty is often the path of least resistance, for faults that are within scope.

Over and above that, you also separately have consumer rights against the retailer, with the Consumer Rights Act 2015 requiring that goods are of satisfactory quality in terms of durability and various other characteristics.  While these rights are often quite powerful, and backed by statute, they can be more complex to enforce, and so, in this case, more than six months from purchase, the onus is on the consumer to prove that any fault would have been present (even if latent) at the time of purchase, which will often entail obtaining an independent report from a qualified technician.

However, if your current (replacement) machine was actually supplied by Samsung then that may get the retailer off the hook....

powerful_Rogue

I can't see you would have a claim under Consumer Rights as the machine you purchased has been replaced by Samsung - so it's not the same machine you purchased.

**EDIT - Now noticed retailer directed OP to Samsung. Different advice in a post below**

dibs1975

Is there anything i can try use or fight with against samsung if not consumer rights. As a washer should last longer than 2 to 3 years, 

eskbanker

dibs1975 said:

Is there anything i can try use or fight with against samsung if not consumer rights. As a washer should last longer than 2 to 3 years, 

I'd challenge them on their assertion that the warranty didn't transfer on replacement.

powerful_Rogue

dibs1975 said:

Is there anything i can try use or fight with against samsung if not consumer rights. As a washer should last longer than 2 to 3 years, 

Do you have it in writing from Samsung that they would transfer the warranty over?

As it was a new machine, I would have thought you would have needed to log on and register it.

However I missed this part of one of your posts

When the first washer had a fault the retailer told me to get in touch with samsung. It was not in writing but over the phone.

Personally I would email the retailer something along the lines of :

On xx date I purchased *Samsung washing machine**. On xx date it became faulty and I was advised by yourselves when I phoned up to contact Samsung directly. Samsung solved this issue, however a fault of the same nature started on the xx date. 

Could you advise on what action needs to be taken to get this resolved?

Short sweet and in the hope they will confirm they advised you to contact Samsung directly. This will put them on the hook under the CRA. Other advice above would still stand regarding a report.

How did you pay for the washing machine?

Speaky2

I’ve had the same issues with Samsung over an oven, I purchased the oven back in 22 from JL and it wa sat in my living room for over a month which the kitchen was getting done, on opening it, it was defective so an engineer was sent out got back in contact with us saying part not fixable so replacement oven ordered bla bla bla, fast forward 4 years an my replacement oven had an issue so contacted Samsung only to be told there is no 5 year warranty because I should of re-registered it, I’ve told the I was not informed that the warranty would not carry over but there just not arsed, keep quoting there Ts & cs, saying it should be registered with in 90 days, its put me off Samsung now! I wouldn’t mind I wasn’t after anything extra just want them to honour my remaining warranty! As far as I’m concerned they have just conned me, I should have said it’s in my Ts&Cs for them to sort my piece of !!!!!! they made out!!