Hoover HW6313 washer dryer..

[Muv]

Hi all

Looking for some of your thoughts on this case

I went to see this customers machine about a week ago.
The customer said that the dryer did not work.
I first though it was the elements, that were faulty, but after a bit of testing, realised that the condensor water solenoid was O/C.
I didnt have a replacement with me ar the time, so swapped the coils form the fabric conditioner valve just to test..although this did work correctly and let water in the the condensor unit..the machine still fauld to heat..after searching for a further half hour or so, i finally said that i could not go any further with this fault and due to the age of the machine (10 years )it would probaly be a module fault and would be expensive. And maybe she should invest in a replacement..

The customer semm to resign herselt to this and thanked me for trying!

A few days later i get a call from her saying that “i dont know what you bave done to my machine but it does not work as it used to before you looked at it”

I duly made a appointment to see the machine again, whereupon i set it to the number 10 wash as she had said this was the setting she normally used.. I sat through the entire wash, as did the customer, and her mother.. After the wash had finished i opened the door, closed it again..and asked her if she aggreed that it seemed to be in working order.. She aggred.

next day she rings to say its not working again, and demanded a replacement..

To cut a a long story short i was willing at first to replace the machie for her..
But something didnt feel right about this to me.

Today i rang ber and asked if i could come and see the machine doing a wash cycle again, before i commit myself to supplying a replacement ( i did record the conversation )

Customer would not commit herself to let me come and see the machine, and we got in to a heated discussion again!

I have now told her i will not be supplying her a replacement machine as i believe she is not being totally yonest with me and is trying it on..

She now says i will be hearing from her solicitor..

What are your thoughts on this.

I spime ro her husband earlier and he basically seemed unwilling to speak about it and said i should speak tomhis wife ( although in the wife and morher in laws own words ) “you wait till he gets to hear about this”

Thoughts? Advice.. Please

[Martin]

Re: Hoover HW6313 washer dryer..

You mentioned in your opening statement that it was your “customers machine” yet she demands a replacement from you….why?

Assuming that perhaps you supplied the machine for her originally that the option of replacing it then came into the frame. You say it works but she says it doesn’t and now she is threatening you with “solicitors”? Then perhaps there’s more to this than you have let on?

[Muv]

Re: Hoover HW6313 washer dryer..

Sorry about any confusion

This is her machine which she purchased from new 10 yrs ago..

This was a standard call out to a repair

[Martin]

Re: Hoover HW6313 washer dryer..

But you told her you could go no further to resolving the problems with her 10 yr old machine by mentioning the likely hood an expensive module may be required to the dryer. She then cited the old line ” it was working until you touched it!”…. No surprises there then. But what she fails to realise is that the washer and the dryer are interdependent on one another to function correctly anyway.

You can offer a replacement machine or can pursue further more expensive work in order to correct whatever fault still exists, if a fault exists”. Both options of which are at her cost. At this point you need do nothing.

[Muv]

Re: Hoover HW6313 washer dryer..

Thanks for your helpful advice Martin,it’s much appreciated

Martin

[Author]

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