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Hi,
Can someone tell me where I stand with appliances becoming faulty within a month of being delivered? I delivered a new Indesit WI 101 washing machine 3 weeks ago. I got a call today from the customer telling me the machine was smoking and made a bang and is now not working. They want a replacement tomorrow, what can I expect from Indesit? Do I have to accept a repair? The machine is used and cannot be sold as new. My suppliers all say just call Indesit and it will get replaced if its beyond economical repair but if they repair it, I’m stuck with a used machine.Can I demand a replacement? Its starting to become really annoying now, and it seems to be just Indesit appliances – the problem is they are the the cheapest, if I stock the more expensive brands I will lose all my customers as they will go to Comet and pick up an indesit for less tha £200!
Re: New appliances faulty within a month?
I know this doesn’t resolve your present problem. Have you considered selling Manufacturers graded appliances? They usually come with a small dent or scratch in a non-visible area and you can sell it £100 off list & still make a tidy profit. If you have a problem you are then dealing with the distributor, who usually can be more obliging.
Try Gillmans 01452-509050 ask for Tim, they deliver throughout the land through the sister company DAD Ltd.
You won’t get far with Merloni on this one as they will probably insist upon an inspection of the product first. Most manufacturers are not too happy to exchange without their engineer’s report and even then it could take up to 10 working days to swap it over.
Alex
Re: New appliances faulty within a month?
First of all who are your suppliers Furhan ?
If they aren’t offering you any back up when this happens then I would look for another one.
As Alex says, in most cases they will need an uplift/write off report from an engineer to enable them to get credit from Merloni thus enabling them to give you credit for it.
Tell the engineer when he/she arrives that it was a 28 day customer exchange and you want an uplift note, if they refuse, let us know 😉
Dave.
Re: New appliances faulty within a month?
Hi,
My suppliers are DAD and Portway and sometimes DART. At the moment I am having great difficulty in getting an appointment with an engineer – everytime I call they say the engineers diary is blank and we’ll call you back. I have 4 machines waiting for repair, 2 are less than 30 days old!Are there any other competitive suppliers who can match DAD and Portway?
Re: New appliances faulty within a month?
DAD are normally OK (ish) by comparison to be honest, the problem here appears to be with Merloni service 🙁
We don’t use Portway anymore and have never used DART so I can’t comment on them.
Best bet really is not to sell Merloni products, if you add up the time it takes and the hassles involved, any profit you make is probably wiped out if you have to replace even one of them.
It’s also a reliability issue, the budget brands have a higher rate of in guarantee failure causing more problems than it’s worth IMO, you have to ask yourself sometimes, is it ever worth selling them in the first place ?
Dave.
Re: New appliances faulty within a month?
I understand what you are saying completely and I have thought about it myself. Merloni service is extremely poor and we end up having to visit the customer to rectify any problems.
What other cheapish brands would you recommend for washing machines or washer dryers? Tricity Bendix? Tricity Bendix and Zanussi are about £50 more expensive than the Indesits but if they are generally more reliable and the service back is better than maybe we need to consider switching.
Re: New appliances faulty within a month?
If you can get any of the Lux group products on a “special” I would say they are probably the best bet as far as back up for the budget priced machines go.
The Service Force network are very good and they are all Independants as far as I know, so it puts work back through us as well. They also carry out exchanges on your behalf should it become neccassary, all we do is ask the customer to book an engineer’s visit (which is normally within 2 days as opposed to “we may phone you back or turn up when we feel like it”), or do it on their behalf, if they then refuse a repair, Lux will do the exchange.
Dave.
Re: New appliances faulty within a month?
Dave_Conway wrote:If you can get any of the Lux group products on a “special” I would say they are probably the best bet as far as back up for the budget priced machines go.
The Service Force network are very good and they are all Independants as far as I know, so it puts work back through us as well. They also carry out exchanges on your behalf should it become neccassary, all we do is ask the customer to book an engineer’s visit (which is normally within 2 days as opposed to “we may phone you back or turn up when we feel like it”), or do it on their behalf, if they then refuse a repair, Lux will do the exchange.
Dave.
Thanks Dave.
I have to say that is exactly how it works. My reasoning for going down the Graded route is you get a better product than Merloni, most certainly better service and the resale price, coupled with your profit margin it is good.
As I said, Give Tim, (a.k.a. Tellytubby) at Gillmans a call, he will find you a good selection of graded Zanussi & AEG which will be very competitive. Despite being graded they will carry a full makers warranty etc.
Alex
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