Slight problem

Customer Mr Mills, Riverbank Delph.
Not an established customer of mine, first ever visit was just before Christmas to BER a Hoover/Candy with outer drum leak.
After years of dealing with the public you get an inbuilt feeling for people. After only two vists I had Mr Mills marked down as a retired engineer/know it all/ moaner.

I did give them an ISE leaflet but didn’t turn on my usual charm, in fact I extolled the virtues of Bosch machines. I referred him to Star Supplies and bless them, they sold him an ISE, I installed it on the 8th Jan.

Went out to it today to be met by him saying he wanted me to take the machine away 😥 .

I have a strong feeling that almost all the problems are OOB related, they had difficulty selecting a wash programme and said it was stuck on spin. Also complained of being on spin for 30 minutes and almost 3 hours on 40° synthetics wash ( turns out she had selected extra rinse)

The one complaint that did bother me was that he said that they heard the machine make an almighty bang and found it had moved out a foot from under the work top.

The first thing I did was to set the machine to spin. It went through the spin cycle in 23 minutes, the user manual lists the spin time as 13 minutes.
They admitted that when it took 30 minutes to spin they had only one large jumper and a few socks in it.
I then put the load that had ‘jumped’ back in. A mixed load of towels and other items, I would guess under 3 kg in weight. The machine appeared to balance and spin them perfectly.

I have given him a copy of the reset procedure following an OOB condition but I wonder if Martin or anyone else can run a couple of tests for me.
1. How long is the full spin cycle?

2. How long is the 40° synthectics cycle with extra rinse selected.

I would also like to know if we have had any uncontrolled OOB conditions that could cause the machine to jump violently?

Jim.