Washing Machine Rejection Advice Please

Okell

https://forums.moneysavingexpert.com/discussion/comment/81934828#Comment_81934828

Does the CRA bit about agreeing to a repair apply here? Hasn't the OP gone direct to the manufacturer and leapfrogged the seller so the CRA doesn't apply to the manufacturer's repair?

I agree the OP shouldn't unnecessarily mess the manufacturer around, but it sounds as if the OP does have a serious and real problem and the manufacturer has failed to fix it

I know i posted earlier that the OP has perhaps made this more difficult than it needed to be by going straight to the manufacturer, but i wonder if he should go now to the retailer and argue on the basis that the manufacturer has already had one failed attempt to fix it that they should get a refund?

A long shot but perhaps worth trying. What is there to lose?

Okell

https://forums.moneysavingexpert.com/discussion/comment/81935328#Comment_81935328

This ^

If it's got water in the base plate (if that's what a "flood alert" means) then it must be leaking.

And i don't see how an unbalanced load could cause that

cazmal1

https://forums.moneysavingexpert.com/discussion/comment/81935359#Comment_81935359

It is an error code on the machine and the program just stops - the code means the anti flood device is on. The engineer showed me how it works - there is a polystyrene float on the bottom tray which rises as water collects. Eventually this closes down the machine and brings up the error code.

My first port of call was to put the error code into Google! This sent me to the manufacturers support pages with the information on why it might happen and how to clear the code.

The manual says disconnect the water tap and call authorised service centre.

cazmal1

https://forums.moneysavingexpert.com/discussion/comment/81935367#Comment_81935367

The washing machine is AEG series 6000 model number LFR61844B.

Okell

https://forums.moneysavingexpert.com/discussion/comment/81935506#Comment_81935506

Why are you tipping it back to empty it? Is that what the service engineer has advised you to do?

Is there no more sophisticated way of emptying it?

If you want to go down the manufacturer's warranty/guarantee route (which is what you seem to have done) then what you are entitled to in the way of remedy depends entirely on the terms of the warranty/guarantee.

What do those terms say?

On the other hand, if you had instead chosen to go down the Consumer Rights Act 2015 (CRA) route you should have taken it up with the retailer and not the manufacturer. Because it had failed within 6 months of purchase the onus would have been on the retailer to prove it was not faulty instead of you having to prove it was. If you'd gone down that route the retailer would have had one opportunity either to replace it or repair it and if that failed you would then be legally entitled to a full refund.

You are now in a position where you either have to rely on the manufacturer or go back to the retailer - but the retailer would be entitled to insist on having their opportunity to repair or replace under the CRA before you were entitled to a refund.

I suppose you could always try going to the retailer to see if they would treat AEG's engineer's failure to fix it first time as the retailer's repair attempt, but I don't think they would be obliged to do so

born_again

Are you sure it is not leaking from the water pipe connection?

cazmal1

https://forums.moneysavingexpert.com/discussion/comment/81935716#Comment_81935716

Yes all checked by me and by the engineer.

cazmal1

https://forums.moneysavingexpert.com/discussion/comment/81935640#Comment_81935640

To empty the drum etc then I use the drain plug at the bottom but tipping empties the water off the tray at the base.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81935737#Comment_81935737

So where did they say the water was coming from, as even a unbalanced load, should not leak water.

Did they run a load with the top off?

Marmaduke123

I had a similar problem with a dishwasher. It took three visits from the manufacturers engineers before the problem internal leak was identified. The first two engineers couldn't find a leak, the third spent over an hour looking for it, and eventally succeeded! Hopefully your senior engineer will have similar success.