Washing machine broken after 4years

jo_anon86

I purchased a Hotpoint washing machine in 2022 and it has developed a fault with the drum (loud bang when on and now the drum moves forwards and backwards).

I called Hotpoint but was cut off when then transferred me 4 times and the online chat just kept saying it was out of warranty so would need to pay for repair. Am I right in thinking a washing machine should last more than 4 years under the consumer act? If so, who do I contact about it as it is a Hotpoint machine purchased from them via an nhs discount site? They said I need to go to the retailer?

I need it sorted as now have had no washing machine for 4 days as a family of 4 with a potty training child!!! If I need to purchase a new one I’ll have to but just want to know where I stand first.

Thanks in advance!

Woodstok2000

There are no set rules for how long something should last. I think 4 years is on the low side for a washing machine, but thats just my opinion.

Did you buy it from Hotpount direct? Your consumer rights exist with the retailer, so you'll need to argue the point with the retailer (not the manufacturer).

It may help your case to get an assessment of the fault and likely cost for fixing it. If its a cheap fix the retailer may be more likely to help, or you may decide the fight isn't worth it for a little benefit.

daveyjp

Cycles matter more than time. 4 years could be 200 or 2000 cycles.

At this stage I'd call someone out to fix it, rather than spend time arguing with a retailer it shouldn't have failed. If the drum is moving it may just be one of the suspension component bolts which has failed or even just come undone.

The argument oover responsibility can be had once it is working again.

TELLIT01

As the machine is more than 6 months old it will be up to you to prove that the problem is caused by a manufacturing fault. That will entail you paying for an engineer to investigate and provide a written report. That, plus any resolution through Hotpoint, will not happen in a few days or even a few weeks.

As said in the reply above, get it fixed and if the engineer says it appears to be a manufacturing fault rather than just wear and tear you can take the battle up once you have a working washing machine.

Baldytyke88

Hotpoint appliances include a standard 1-year parts and labour manufacturer’s guarantee. You can upgrade to a free 10-year parts guarantee by registering your appliance. Note that the 10-year term covers free replacement parts only.

Did the OP upgrade to the 10 year warrenty?

kaMelo

They may come with a ten year parts warranty but you pay labour costs. My oven broke a while ago, only half the grill bar would work. It was cheaper to pay a local business to come out and repair it, including paying for the part, than it was to get Hotpoint to repair it under warranty.

As for the washing machine, the way they are built nowadays I think anything over three years of normal use and you're doing well.

eskbanker

who do I contact about it as it is a Hotpoint machine purchased from them via an nhs discount site? They said I need to go to the retailer?

Unclear who is meant by 'them' above, but Hotpoint are correct that your statutory consumer rights are with the retailer rather than the manufacturer - are they different parties here?

Baldytyke88

Hotpoint is not a premium brand, and they are unlikely to offer any free guarantee after 2 years.

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82095137#Comment_82095137

Apart from the 10 year parts guarantee they offer?

sammyjammy

They'd probably say you've been overfilling it which has caused the issue with the drum.

tacpot12

Have you checked the belt? It's quite likely to be the belt if the drum is spinning freely.