- This topic has 7 replies, 4 voices, and was last updated 21 years ago by
.
-
Posts
-
In June 2004 I bought an AWM 8145 washing machine from Whirlpool direct, through their friends and family scheme.
The machine had continued to get noisier and noisier and in Feb, we had an engineer out. The engineer observed that the concrete weight in the top of the machine hadn’t been secured in the factory. The engineer specifically said that the machine had left the factory with this fault, and seemed surprised at the severity of the fault. He repaired the machine, however, I specifically said to him that I had concerns about any future problems that this might have caused, especially as the weight had been loose in the machine for some time, putting strain on other areas. I said that I would accept him repairing the machine that day, however, would not ‘accept the goods’ until it was proven that the repair had made the item good.
Unfortunately, I have now been experiencing other problems with the machine, which I suspected was as a result of the previous fault. The machine was taking over 3 hrs to complete a cycle and the motor had become noisy. An engineer came out to me yesterday and concluded that he felt the machine’s timer was now faulty as a result of the concrete dust (from the factory fault) getting into the part. He also confirmed that the motor was noisy. He told me that he was ordering a user board, a timer and a new motor, however, I advised him that I am not happy with a repair as this is as a result of the previous fault and that I’d like a replacement. He advised me that that decision could not be made by him and advised me to contact customer services.
I did contact customer services today who have told me I have no right to a replacement, only a repair. Is this reasonable?
I believe the original fault to have been so serious and of such a nature that it will cause further re-occurring faults as time goes on.
Re: Repair, refund or replace?
Hi Charlotte,
If it is classed as a “trade sale” then Whirlpool may well be correct in that there is no automatic right to a replacement as trade sales are different from retail in some ways. It would also depend upon the terms under which the machine was sold in any case as it has been discounted in some way I presume.
Not being too familiar with the appliance I can’t really comment on the faults you’ve experienced but ifit completed the wash then it is doubtful that there is a timer fault I should think, I would not have seen concrete dust causing a timer failure. Yes, I suppose concrete dust could have shortened the life of the motor with dust in it, but it’s unlikely and not something I’ve seen before. And I have seen quite a few loose and faulty weights over the years, but generally they only do actual physical damage battering the inner drum in my experience.
Hope that helps.
K.
Re: Repair, refund or replace?
Charlotte,
I fully understand your concern over your Whirlpool machine and the problems you are experiencing. However, Whirlpool have corrected the faults on your machine within the terms of the warranty. It is therefore their option to repair (or replace) the machine as they deem fit and not an option for you to declare against the manufacturer.
However, the ultimate responsibility for your appliances well being rests squarely in the lap of the ‘supplying dealer’ you bought it from in the first place and NOT the manufacturers. If you take it up with them and you wish to try and get a replacement machine, they and only they make that decision.
But please, before taking that route, see how your machine works now a while OK?…It may well do all you ask of it now and for years to come 😀
Martin
Re: Repair, refund or replace?
Thanks for your help. I have just spoken to trading standards who have told me that there should be no difference to my rights, whether it was bought via trade or retail – so long as i can prove i made the purchase (which i can).
kwatt wrote:Hi Charlotte,
If it is classed as a “trade sale” then Whirlpool may well be correct in that there is no automatic right to a replacement as trade sales are different from retail in some ways. It would also depend upon the terms under which the machine was sold in any case as it has been discounted in some way I presume.
Not being too familiar with the appliance I can’t really comment on the faults you’ve experienced but ifit completed the wash then it is doubtful that there is a timer fault I should think, I would not have seen concrete dust causing a timer failure. Yes, I suppose concrete dust could have shortened the life of the motor with dust in it, but it’s unlikely and not something I’ve seen before. And I have seen quite a few loose and faulty weights over the years, but generally they only do actual physical damage battering the inner drum in my experience.
Hope that helps.
K.
Re: Repair, refund or replace?
Yep, seems fair.
Martin is right though, almost any warranty I’ve ever seen gives the manufacturer the right to repair or replace at their discretion, not the customer’s I’m afraid. Of course that is in addition to your stautory rights as a consumer under the Sale Of Goods Act and it is also correct that the problem is really the retailer’s.
K.
Re: Repair, refund or replace?
In this case the “retailer” is Whirlpool surely as the transaction was between them and the end user ?
Also, concrete dust of this type on Whirlpool washing machines nearly always causes timer failure, when we were agents and discovered any loose upper weights we were advised to replace the timer at the same time to avoid any subsequent problems with recalls 😉
Dave.
Re: Repair, refund or replace?
Dave_Conway wrote:In this case the “retailer” is Whirlpool surely as the transaction was between them and the end user ?
As the law stands that is spot on correct :tup:
Charlotte wrote: through their friends and family scheme.
But in Charlottes position and/or that of a certain Whirlpool Employee who obtained said appliance, could easily end in tears if they rock the boat too much 😉
My advice is: – It’s working now, and thanks to WHIRLPOOL there’s no problem so don’t make any more. Besides, you probably bought it for less than half its expected retail price anyway ❓
Martin
Re: Repair, refund or replace?
It was about 25{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} discount plus delivery, however, I don’t think that should mean that it doesn’t work as well as if I bought it retail. I would have paid full price if I’d thought that. 😀
Get your point about rocking the boat. What I’m really worried about is the machine developing more faults once it is out of it’s warranty period though. I’m between a rock (or a lump of concrete) and a hard place. 😆
- You must be logged in to reply to this topic.