Washing Machine Rejection Advice Please

cazmal1

I bought a washing machine on 20 January and I am getting almost weekly error codes for flood alerts. This entails draining the machine then pulling it out and tipping it back to clear the water from the tray at the bottom of the machine, thus clearing the fault.

This is obviously unacceptable. I contacted the manufacturer under the warranty on 3rd March and an engineer came on 5th March. He returned on 12th March and fitted some new parts proclaiming the machine not faulty. I have since had another 3 errors - I believe, from research, that they could be occurring due to an unbalanced load and as such, the machine is not faulty. But, I really should not be having to remove the machine and tip the water out of the bottom every week!

The manufacturer wishes to send a more senior engineer (I have agreed to this) but really want to send it back.

I do understand that I need to contact the supplier but how do I approach my request. According to the engineer it is not faulty but I find it hard to believe that what is happening is normal and expected.

Any advice gratefully received.

TELLIT01

The OP seems to be saying that the problem is with the way they are loading (overloading?) the washing machine and there isn't actually a fault with it. That being the case I'm not clear why they would think they have a case for returning the machine, or am I missing something?

cazmal1

https://forums.moneysavingexpert.com/discussion/comment/81934630#Comment_81934630

All washing machines are susceptible to having an unbalanced load - I'm not sure why anyone would think it acceptable that the machine will leak when this happens. From what I have read, machines should just stop mid cycle and not continue until the load has been rearranged. That's why I think I have a case for returning the machine - not fit for purpose. (Unless you think it is normal to remove the machine every few washes ansd drain water onto the kitchen floor to be mopped up with a towel).

Okell

You should have gone back to the seller rather than the manufacturer in the first place.

If you go to the seller now they are entitled to one attempt either to replace or to repair (basically their choice, not yours).

If the seller's repair/replacement fails you would be entitled to a refund. (A full refund only if within 6 months of purchase)

By going to the manufacturer and missing out the seller you've made the process longer than it needed to be

sheramber

why do you have so many unbalanced loads?

I can’t remember when I last had an unbalanced load , if ever.

Alderbank

You have agreed to a more senior engineer visiting to look at it, so unless this is going to take a unreasonably long time I would just wait to hear what he has to say.

If it is actually faulty he should be able to arrange to get it fixed or replaced.

If it's due to something you are doing wrong he should be able to explain and show you how to use the machine correctly.

The Consumer Rights Act says that once you have agreed to a repair you should allow them a reasonable time to do it - you shouldn't mess them around by chopping and changing your mind.

When working correctly the machine should be able to balance its load by tipping the drum back and forth until the contents are evenly distributed. The only times I have had an 'unbalanced load' warning is when I have tried to wash just a single item or when the load includes a heavy item such as a rug which can't be spread around the drum.

screech_78

https://forums.moneysavingexpert.com/discussion/comment/81934797#Comment_81934797

Second this.

I do around 8 washes a week (one per day and two on a Saturday) almost without fail and have never had an unbalanced load error.

MattMattMattUK

This is a you fault, not a goods fault.

LightFlare

Have you tried with a light load - just 3 or 4 items ?

There is the possibility that you are overloading it - especially if this machine has a lower capacity than your old one.

cazmal1

https://forums.moneysavingexpert.com/discussion/comment/81934797#Comment_81934797

I don't know - when I take the washing load and put it in to my machine it does the wash with no problem. (the washing machine giving problems is in my daughter's annexe).

cazmal1

https://forums.moneysavingexpert.com/discussion/comment/81934858#Comment_81934858

Nor have I with my machine - when my daughter's machine stops with the error I put the washing in to my machine and it washes without problem.