Help Needed with Faulty Washing Machine

Phoebelouwho

Hi, after some advice on where to go next with this. 

I purchased a washing machine online from appliance world online which was delivered on the 9th. 

During the second wash I noticed leaking, when opening the door I saw a bit of the seal was broken/missing. This was a normal wash of clothes, nothing even with a zip, I’m fairly confident nothing was caught in the door and it definitely wasn’t overloaded. 

I’ve contacted the seller to request a replacement or refund citing the consumer rights act. There’s been a bit of back and forth but they’re essentially saying that an issue with the seal is my error and that I must have trapped something in the door to cause the issue. They’re saying the machine was delivered in good working order and they can’t issue a refund or replacement they’ve advised all they can do is arrange a repair via the manufacture but they won’t cover the cost. The manufacture have advised seals are not covered under warranty as well.  

I’m unsure what rights I have now as surely for a washing machine seal to break after only two washes while being used in a reasonable manner indicates it was faulty on delivery? I don’t know how to escalate it further. I did pay via a credit card so unsure if to do a section 75 claim? I don’t want to be in a situation where I have to mess about returning such a large item via post. 

Grumpy_chap

Phoebelouwho said:

Hi, after some advice on where to go next with this. 

I purchased a washing machine online from appliance world online which was delivered on the 9th. 

During the second wash I noticed leaking, when opening the door I saw a bit of the seal was broken/missing. This was a normal wash of clothes, nothing even with a zip, I’m fairly confident nothing was caught in the door and it definitely wasn’t overloaded. 

I’ve contacted the seller to request a replacement or refund citing the consumer rights act. There’s been a bit of back and forth but they’re essentially saying that an issue with the seal is my error and that I must have trapped something in the door to cause the issue. They’re saying the machine was delivered in good working order and they can’t issue a refund or replacement they’ve advised all they can do is arrange a repair via the manufacture but they won’t cover the cost. The manufacture have advised seals are not covered under warranty as well.  

I’m unsure what rights I have now as surely for a washing machine seal to break after only two washes while being used in a reasonable manner indicates it was faulty on delivery? I don’t know how to escalate it further. I did pay via a credit card so unsure if to do a section 75 claim? I don’t want to be in a situation where I have to mess about returning such a large item via post. 

Was the washing machine supplied as brand new, or as a "second" or refurbished product?

If the fault is clearly with the seal and the seal can be replaced, then rejecting / returning the whole washing machine is possibly not the most prudent route forwards as once the seal is replaced you will have a perfectly good washing machine.  The challenge, then, seems to be about who pays for the seal to be fixed.

Would you accept the washing machine if the seal was replaced?

The other route, as this was a distance purchase, would be to cancel the contract under CCR 14-days.  You seem to be just in time.  I understand the costs for return would be for you to cover in this scenario (not if there was a return for a fault) but the retailer could apply a deduction for devaluation through your inspection of the washing machine (beyond what you could do if seeing in store).

What is the cost of fixing the seal?
Can you fix the seal as a DIY job?
How does that compare to possible return costs?

I am asking so that you have the information to inform a decision not as a comment on what "should" be done.

Phoebelouwho

Grumpy_chap said:

Phoebelouwho said:

Hi, after some advice on where to go next with this. 

I purchased a washing machine online from appliance world online which was delivered on the 9th. 

During the second wash I noticed leaking, when opening the door I saw a bit of the seal was broken/missing. This was a normal wash of clothes, nothing even with a zip, I’m fairly confident nothing was caught in the door and it definitely wasn’t overloaded. 

I’ve contacted the seller to request a replacement or refund citing the consumer rights act. There’s been a bit of back and forth but they’re essentially saying that an issue with the seal is my error and that I must have trapped something in the door to cause the issue. They’re saying the machine was delivered in good working order and they can’t issue a refund or replacement they’ve advised all they can do is arrange a repair via the manufacture but they won’t cover the cost. The manufacture have advised seals are not covered under warranty as well.  

I’m unsure what rights I have now as surely for a washing machine seal to break after only two washes while being used in a reasonable manner indicates it was faulty on delivery? I don’t know how to escalate it further. I did pay via a credit card so unsure if to do a section 75 claim? I don’t want to be in a situation where I have to mess about returning such a large item via post. 

Was the washing machine supplied as brand new, or as a "second" or refurbished product?

If the fault is clearly with the seal and the seal can be replaced, then rejecting / returning the whole washing machine is possibly not the most prudent route forwards as once the seal is replaced you will have a perfectly good washing machine.  The challenge, then, seems to be about who pays for the seal to be fixed.

Would you accept the washing machine if the seal was replaced?

The other route, as this was a distance purchase, would be to cancel the contract under CCR 14-days.  You seem to be just in time.  I understand the costs for return would be for you to cover in this scenario (not if there was a return for a fault) but the retailer could apply a deduction for devaluation through your inspection of the washing machine (beyond what you could do if seeing in store).

What is the cost of fixing the seal?
Can you fix the seal as a DIY job?
How does that compare to possible return costs?

I am asking so that you have the information to inform a decision not as a comment on what "should" be done.

Hi thanks for your response. The machine was brand new at purchase. I have let them know I’m happy for the machine to be repaired at no cost of my own, but they’ve advised they don’t do repairs themselves, they would instruct the manufacturer to give me a quote which I would have to pay. Looking online it seems costs vary from around £50-£100. I wouldn’t feel capable doing it as a DIY job. 

Ergates

Phoebelouwho said:

Hi, after some advice on where to go next with this. 

I purchased a washing machine online from appliance world online which was delivered on the 9th. 

During the second wash I noticed leaking, when opening the door I saw a bit of the seal was broken/missing. This was a normal wash of clothes, nothing even with a zip, I’m fairly confident nothing was caught in the door and it definitely wasn’t overloaded. 

I’ve contacted the seller to request a replacement or refund citing the consumer rights act. There’s been a bit of back and forth but they’re essentially saying that an issue with the seal is my error and that I must have trapped something in the door to cause the issue. They’re saying the machine was delivered in good working order and they can’t issue a refund or replacement they’ve advised all they can do is arrange a repair via the manufacture but they won’t cover the cost. The manufacture have advised seals are not covered under warranty as well.  

I’m unsure what rights I have now as surely for a washing machine seal to break after only two washes while being used in a reasonable manner indicates it was faulty on delivery? I don’t know how to escalate it further. I did pay via a credit card so unsure if to do a section 75 claim? I don’t want to be in a situation where I have to mess about returning such a large item via post. 

They're trying it on.

Faults which develop within the first 6 months are assumed to have been present at time of purchase *unless* the retailer can prove otherwise.

I.e. they can't just say "Well it's obviously your fault" - at the very least they'd need to pay for an engineer to examine the machine to determine the cause. 

Woodstok2000

Phoebelouwho said:

Grumpy_chap said:

Phoebelouwho said:

Hi, after some advice on where to go next with this. 

I purchased a washing machine online from appliance world online which was delivered on the 9th. 

During the second wash I noticed leaking, when opening the door I saw a bit of the seal was broken/missing. This was a normal wash of clothes, nothing even with a zip, I’m fairly confident nothing was caught in the door and it definitely wasn’t overloaded. 

I’ve contacted the seller to request a replacement or refund citing the consumer rights act. There’s been a bit of back and forth but they’re essentially saying that an issue with the seal is my error and that I must have trapped something in the door to cause the issue. They’re saying the machine was delivered in good working order and they can’t issue a refund or replacement they’ve advised all they can do is arrange a repair via the manufacture but they won’t cover the cost. The manufacture have advised seals are not covered under warranty as well.  

I’m unsure what rights I have now as surely for a washing machine seal to break after only two washes while being used in a reasonable manner indicates it was faulty on delivery? I don’t know how to escalate it further. I did pay via a credit card so unsure if to do a section 75 claim? I don’t want to be in a situation where I have to mess about returning such a large item via post. 

Was the washing machine supplied as brand new, or as a "second" or refurbished product?

If the fault is clearly with the seal and the seal can be replaced, then rejecting / returning the whole washing machine is possibly not the most prudent route forwards as once the seal is replaced you will have a perfectly good washing machine.  The challenge, then, seems to be about who pays for the seal to be fixed.

Would you accept the washing machine if the seal was replaced?

The other route, as this was a distance purchase, would be to cancel the contract under CCR 14-days.  You seem to be just in time.  I understand the costs for return would be for you to cover in this scenario (not if there was a return for a fault) but the retailer could apply a deduction for devaluation through your inspection of the washing machine (beyond what you could do if seeing in store).

What is the cost of fixing the seal?
Can you fix the seal as a DIY job?
How does that compare to possible return costs?

I am asking so that you have the information to inform a decision not as a comment on what "should" be done.

Hi thanks for your response. The machine was brand new at purchase. I have let them know I’m happy for the machine to be repaired at no cost of my own, but they’ve advised they don’t do repairs themselves, they would instruct the manufacturer to give me a quote which I would have to pay. Looking online it seems costs vary from around £50-£100. I wouldn’t feel capable doing it as a DIY job. 

As it's a new machine, and so close to purchase, the assumption is that the fault existed when you bought the machine.  The retailer is responsible for repair/replacement costs unless they can definitively prove that the seal was fine on delivery.

Hard to see how they can meet that threshold unless they took a picture of the machine in your house.

Ergates

Even if it was structurally intact on delivery, that wouldn't prove it didn't have a manufacturing flaw in it and/or that it was sufficiently durable.

eskbanker

Phoebelouwho said:

During the second wash I noticed leaking, when opening the door I saw a bit of the seal was broken/missing.

Have you taken photos, and if so, are you able and willing to share them?  Ultimately, as above, the onus is on the retailer to disprove that the issue was present at the time of sale, but it might help inform the conversation to see what it looks like....

Jumblebumble

https://forums.moneysavingexpert.com/discussion/6651880/help-needed-with-faulty-washing-machine

You know you are dealing with an imbecele if they tell you something was in good working order when delivered when they cannot possibly know this to be true.