Hisense Washing Machine - advice needed please!

stereo_world

Good morning all,

TL;DR - Hisense washing machine broken, 2 days out of warranty. No-one will listen.

Backstory: I purchased a Hisense washing machine in September of 2024. Last week, it developed a pretty serious fault - two days out of warranty!

Now, before you brush this off as "well, this ones on you, pal", hear me out.

I go to the repair form on hisense's website on the off-chance that maybe I'll be considered in warranty. May as well, huh?

Sidenote - submitting that form was up there in the chart of the worst things i've ever experienced. My god, it is not designed very well

I get a response a few hours later:

"Thank you for providing the purchase date. Your appliance is within warranty"

fantastic! Awesome!

It asks me to go through some steps for submitting a reply (to make sure it's not me being a dumb consumer presumably) to which I did. It's an AI assistant (because why wouldn't it be).

I get a response the following day, from a human

"Please be advised that Hisense appliances have 2 year manufacturers warranty. This means that you are not covered under the manufacturer's warranty anymore."

Um, what? You just said (in the email thread no less) I was within warranty.

Since then (6 days ago), I've replied twice with screenshots and proof of purchase from Curry's (not sure how that would help but hey) - hell, they can even see they confirmed I'm within warranty.

No reply.

I've also followed up with Creation. I'm still paying the washer off (serves me right for picking a stupidly long period) and I've said "Yo, Hisense are ignoring me, are you able to help out here". Nothing. Mind you, that was yesterday morning.

Also was advised to ring Currys themselves who just tried selling me a repair package. I suspect either I got the wrong department, or they'd not be helpful in my case.

I've just this morning gone to raise a complaint via the hisense complaints form - 250 characters limit!! I am seething!

• Normally I'd take the hit and just buy a new one, but like I said I'm still paying it off.
• But still, for a washing machine to fail within 2 years is unacceptable, warranty or not.
• The last resort is finding a local repair shop, but there's no reputable companies around here AND the best one is booked up TIL OCTOBER.
• Both the Currys quote and a repair shop quoted me £150 to fix. I have £200 left to pay on my washer.

It feels like I have no-one fighting my corner here. Like I'm supposed to roll over and accept my cheap white goods are broken, like a good little consumer boy.

Please can someone advise what route I should take next? I can't afford to keep using the laundrette or driving down to my parents/in-laws house and washing my clothes there.

I feel like since I have written confirmation from Hisense that I am in warranty, I should put all my efforts there. But I just don't know.

Thanks

Ayr_Rage

Your consumer right are with Currys, not Hisense, so you should be chasing them on the basis it hasn't lasted a reasonable time.

Any Hisense warranty is over and above consumer rights and if, as you say yourself, it is 2 days over then you are stuffed on that route unless they offer some goodwill.

elsien

You are probably on a losing battle with the warranty because you know from your receipt it’s out of warranty even if they initially made a mistake in their email.

You could have redress under the consumer rights act but you will need an independent Report to show that the fault was inherent. Which will have to pay for, and where if the report doesn’t say that you are more out-of-pocket.
how much did you pay for it in the first place?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6683735/hisense-washing-machine-advice-needed-please

Agree with the above, your focus needs to be on Curry's as thats where your statutory rights exist, or potentially S75 is in play and therefore the lender is jointly liable with Curry's.

There is no legal requirement for manufacturers to provide any warranty nor is there a requirement for them to have any mechanism for consumers to contact them nor raise complaints with them. Its only is a small number of highly regulated industries where these things become a requirement. So whilst the complaint form is annoying its technically more than they need to do.

Having been on the other end of complaints, 250 is too small but its closer to what it should be than what some customers send…my record was a complaint email that when printed in font size 11 on A4 paper was 32 pages long. 2 hours later worked out his complaint was that a repair on his car had taken longer than anticipated and he had taken two trips to the garage before getting his car back. Even with how long it was he didnt say what the outcome he wanted was (he'd had the car back over a month when he sent the letter), why he'd gone to the garage (ie had they said it was ready but it wasnt or was he just going to have a word with them) etc. That could have been done in 250 character limit and he may have gotten £50 rather than the £40 we gave him had it been that short.

jaybeetoo

When was the washing machine delivered? That should be the start date of the warranty and not the date you paid for it. I’ve just bought a warming drawer from Curry’s. It was delivered 3 days after I bought it online. For the warranty, AEG asked me what date it was delivered. If you took delivery a few days after you bought it then you’re still within the warranty period.

Ergates

A mistaken response from an automated system does not change the status of the warranty nor does it obligate them to consider it within warranty if it isn't.

Your complaint against Hisense is that their automated system gave a misleading response which was corrected a day later by a person. It's not a strong complaint and is very unlikely to result in anything.

Your consumer rights are with Currys - but as you have had the machine for more than 2 years then the onus is on you to gather evidence that the machine was faulty at time of purchase. To do this you'd need to arrange a washing machine repair person to inspect the machine - which would likely take as long (and cost as much) as getting it repaired. There is no guarantee that they'd conclude the machine was faulty at purchase, so it's a gamble, vs just getting them to fix it.

In terms of getting your machine working - the only thing I can suggest is to continue searching for repair businesses/shops in your area, there may be more than you think.

Alderbank

https://forums.moneysavingexpert.com/discussion/comment/82140700#Comment_82140700

You might be confusing your manufacturer's warranty from AEG with the statutory rights given in the Consumer Rights Act, but they are quite separate.

CRA rights for repair, return or refund if the goods do not conform to contract do indeed begin when you actually take possession of them but a warranty period begins when each warranty says it begins. There is no standard; some even begin on the date of manufacture.

Hisense T&Cs for domestic appliances say:

GUARANTEE TERMS & CONDITIONS
Your Hisense appliance is guaranteed against the cost of breakdown for 24 months from the date of
purchase.

born_again

OP needs to remember that they will not get a full refund given 2 years use of the washer. So depending on cost of purchase may not even cover what is left on loan.🤷‍♀️

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82140998#Comment_82140998

Though if the repair is £150 as quoted it should be a repair job than a partial refund if after 2 years there is still £200 left to pay

dumpster_fire2025

https://forums.moneysavingexpert.com/discussion/comment/82141005#Comment_82141005

The counter argument would be that a £150 repair on a £300-400 washing machine is disproportionately expensive.