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Hi
I am researching washers for my Mum. We like the look of the ISE AW23 but she is a little unsure whether to go pay for the 5 year warranty.
Is this provided by ISE themselves, or is it an insurance type cover (such as Domestic and General).
Is there any information on the warranty anywhere that I can have a look at?
I am a little concerned that if ISE doesn’t survive the recession, the warranty money may be a waste.
Any advice welcomed.
All ISE warranties are underwritten by insurance. It was AXA and I think it changed to another big commercial insurer late last year but I have forgotten who that is.
K.
Re: Who provides ISE warranty?
Pretty certain that D & G do warranties for most makes – might be worth a call – they do quote an 0870 number ,but you’ll find that there’s a national number-ETC
.Domestic & GeneralInsurance – Other
Tel: 024 7664 3466| Leicester House, 17 Leicester St, Bedworth, Warwickshire CV12 8JPLocal to me ,but always found them helpful
I bought an ISE 10
I’ve been lurking around the forums for some time planning what to do when my washer/dryer packed in and thought I’d report my purchase.
First of all I decided to replace with a washer only – advice seems to point to that and we barely used the dryer function on our old machine because it wasn’t as good as a separate dryer.
I then decided to buy quality this time (after much reading) and it seemed to come down to Miele or ISE. My main concerns re ISE were as others – not so many out there, concerns about supply/delivery and wondering about service network. I was sold on the ideals of ISE and , although as a Yorkshireman the idea of spending £850 on anything troubles me immensely, decided to see it as an investment.
I write mainly to say how easy and efficient the ordering process was (this was my main worry after reading). I ordered on Monday and was called on Thursday by my wife to say the independent had phoned and asked if he could deliver that evening. My machine was supplied by Quality Washer repairs of Leeds and installed by Chris. I think he may be Penguin45 on here after reading around. I hope he doesn’t mind me saying, but if ever a man existed who looked as though he could fix anything mechanical he was it! I’ll say no more than that. He seemed very knowledgeable, installed the machine, took us through it and we even got firm instruction about our various liquid tablets, oxy action etc!
The machine seems fine. I find it hard to get overly excited about a washing machine however it looks good, is not overly fancy, is quiet and appears to wash very well. I won’t know whether it’s as well made as people say but take it on trust. The door takes a knack to close, but we seem to have “got it” now.
My main worry before buying was concerns about supply chain and I couldn’t have asked for more in terms of speed of delivery and politeness and expertise of the supplier. I worry about the lack of a large service network, however having met Chris who supplied the machine (and who I was advised to contact if problems) I am much more reassured. If the rest of the independents provide the service I’ve seen to date it’s very reassuring.
The whole process has been very different to the usual Comet/Currys purchase.
I don’t usually post but thought I would mainly to praise the good service and secondly as I found concerns on reading the forums about supply and thought I should report my positive experience.
I’ll update the thread if I get any issues/problems as I’m sure most people who buy are people like me who read and think lots before buying – this forum seems to provide most information.
Re: I bought an ISE 10
I’m sure P45 will be 😳 when he reads your kind words, hard to tell if he is blushing under all that hair though. 😉
Re: I bought an ISE 10
Well all is good so far, no problems. One question if anyone can help – we received the guarantee document from ISE which seems fair enough, supplies details of the person who supplied the machine to contact if repairs needed, and lists what’s covered.
The cover seems comprehensive, excludes cosmetic damage and blocked/damaged external hoses which seems entirely reasonable.
However I was impressed by the “insurance backed warranty” and no mention of this is in the guarantee certificate. Do papers follow later? If not how do I obtain proof that I have an insurance backed warranty in the event of the demise of ISE, however unlikely that may be?
Re: I bought an ISE 10
Hi,
ISE normally don’t issue those as they take an age to come from the insurer and, I do mean an AGE!
What happens is that as soon as the machine is registered with ISE it is “declared” to the insurer and then that warranty document is sent to you. That way we all know it’s done and dusted, registered and all the rest of the admin is done.
ISE can get the actual insurance docs but, like I said, they can take months to appear.
HTH
K.
Re: I bought an ISE 10
OK. But say you go belly up in 7 years (and I have no reason to expect you will, and sincerely hope you don’t) – who do I call? What proof does purchaser have of cover – the insurance backed element is clearly there to set minds at rest in the unfortunate event of ISE folding. If you folded I wouldn’t know where my cover is, the terms of it, or how to obtain service. I assume it’s backed by a major insurer, the terms are the same as the ise guarantee and I’d have a number to contact if ISE was no longer in existence….
Re: I bought an ISE 10
Hi,
Aside from the fact that ISE going anywhere is exceptionally unlikely the warranty is governed under FSA rules. So, the FSA could be a place to start and they are also very unlikely to disappear.
The insurer who changed recently to a division of the RBS is also a point of contact, the previous insurer was AXA, both of whom if they disappear we’ve got bigger problems than ISE are also points of contact.
However, in any event, as I said ISE going bust is such a remote possibility it’s unreal and where that to happen it would be widely known about within the industry and all the agents would know what to do.
K.
Re: I bought an ISE 10
Well, the FSA is in the firing line under the new coalition government and may not continue to exist!
I honestly think the machine, the service I’ve received, and the ideals of ISE are great. As for the chances of ISE going bust, I’m sure you’re right – then again the idea of Woolworths or major banks going under would have been unthinkable a few years ago.
No, I just think that part of the big decision to part with £850 is the security of the “insurance backed 10 year warranty” – part of the purchase price in most people’s minds goes towards this. I’d suggest that providing written details of insurer, the policy, and any statutory underwriting of this would be very reassuring to purchasers. I don’t worry about big insurers disappearing at all, and understand their liabilities are underwritten by statute. What I don’t have is any documentation that I, and my machine, are individually covered by such a policy. I don’t really doubt I am covered but I’m sure you appreciate that customers like to hold documents outlining their cover.
Regards
Andy.
ISE Insurance backed Warranty?
Hope Kwatt can answer this one.
Received my ISE 1607W last week from my local independent dealer, had excellent service, even had 1 in stock.
Very impressed with the machine! and so is the wife!Just received my Guarantee certificate through, but no mention of AXA insurance, not even a policy number? also lists certain components that are covered, but can see no mention of main drum, barring’s or shock absorbers?
Called ISE and spoke to Dave, who says it can take months to get a confirmation of insurance? he is looking into what can be done for proof this machine is in fact insurance underwritten.
As you can expect quite concerned as this is one of the main reasons myself, and many people on here buy from ISE, plus also looks like it may not be a fully inclusive guarantee as only certain parts are in fact covered?
If you could comment and explain the warranty and parts that are covered?
And why we do not recieved an insurance documentThanks!
Re: ISE Insurance backed Warranty?
Dear Sir,
As MD of ISE I will pick this one up.
Up to mid September 2010 all ISE machines were insured via broker with AXA. But since the financial crisis we have increasing problems receiving payment on claims.
To put that into context on the ISE10 we have claimed less than 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of what we had paid in premiums and had over 30{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of these claims rejected in some instances 18 months after we have paid the repairing agents. So we were buying the policies and paying the claims ourselves to receive a proportion of the money months later.
Also the premiums were based on the reliability of domestic machines. The 10’s have commercial carcasses and therefore the premiums were way in access of the liability yet the premiums were due to go up with the 1607W.
We therefore came to the conclusion that though insurance is a good idea for domestic machines such as the ISE5 and 2 it is not however cost effective for the 10’s.
On the advice of our accountant and lawyer we set up an ESCROW style account (similar to a company pension scheme) which we pay in to every time a machine is sold at the same level as we currently pay. We cannot touch this money and it is annually audited to ensure there is more than enough funds to cover our liability if we cease trading. This may sound a risk but had we done this for the 1606w (all of which are insured) the fund would now have a £180k surplus.
The above was briefed to all the selling agents at our conference at the end of September and is made clear on our new website which unfortunately has not yet gone live due to technical issues.
The terms and conditions on the 1607 are identical to before and if we go out of business you will still be covered, in fact the service you would receive were we to cease trading will be better than those people who would have to deal with an underwriter applying the letter rather than the spirit of the policy (something we currently shield our customers and agents from).
I hope this puts your mind at rest; however, if you feel mislead and given the fact the website is not yet been changed over I will refund your money and collect the machine if you no longer want it.
John Hopwood – MD ISE Ltd
Re: ISE Insurance backed Warranty?
Hmm, concerned to read this, I have an ISE10 due to be delivered tomorrow night and I fully believed this to benefit from a 10 year insurance backed warranty. Not quite sure what to do now, to be honest.
Re: ISE Insurance backed Warranty?
Not saying the new way is not better, but please appreciate that on this site the ISE click through ad still says “A full ten years parts and labour warranty from AXA with all ISE10 washing machines and tumble dryers. Fantastic machines, fantastic value.”
To help me undertand can you post the information on the warranty that is due to be included on the new website? I assume this will detail the legal structure of the repair account and how it is ring fenced and administered in the (unlikely!) insolvency of ISE. Thanks.
Re: ISE Insurance backed Warranty?
Jaunty wrote:Not saying the new way is not better, but please appreciate that on this site the ISE click through ad still says “A full ten years parts and labour warranty from AXA with all ISE10 washing machines and tumble dryers. Fantastic machines, fantastic value.”
That one was missed, thanks for pointing it out and it is now altered.
K.
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