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Hi all,
So after lasting over 10 years 😯 , my little cheap as chips Indesit has given finally up the ghost. I’m seriously looking at purchasing the new eco-ISE.
I just wanted to check regarding the warranty (this is one of those stoopid questions, sorry!!)
The 10 year parts and labour…..is this a full all-singing all-dancing thing ?? No worries for me as the customer, for 10 years, regardless of what goes wrong (or not, hopefully!!)
I’d be grateful if someone can clarify that my assumptions are correct before I go spending my money. Thanks in advance 8)
Re: ISE 10 Year Warranty
Hi Don,
Many thanks for the info, and the links – just what I was looking for 😀Re: ISE 10 Year Warranty
Unfortunately this warranty can apparently be cancelled without notice. I live in Scotland, only a county away from ISE’s Kilmarnock office. I registered online the purchase of a new ISE W288 eco washing machine in November 2012, that is to say, under two years ago. It is in domestic use only, and in use and repair (3 minor repairs to date) complies strictly with the guarantee terms. In return for registration I received the ISE 10 [Year] Guarantee Certificate and a covering letter from ISE referring to the enclosure of the ‘warranty’ certificate and formally acknowledging my purchase. In late June 2014 (a week ago) I received without any warning from ISE a letter stating that, because the retailer from whom in 2012 I had bought the machine had gone into liquidation before settling payment with ISE, the warranty was no longer valid, and that ISE had the legal right to recover the machine from me (a presumed right which they choose to waive). I have written to ISE conveying my dissatisfaction with their action in withdrawing the warranty. . . . I have a 10 Year guarantee from ISE (not from the retailer) and a letter from ISE thanking me for my purchase. It was reasonable of me to believe that ISE, in issuing the warranty and formally acknowledging my purchase, thereupon took responsibility for honouring the warranty for its full term, given proper observance by the customer of ISE’s terms and conditions. I shall press for the warranty to be fully reinstated. Meanwhile, caveat emptor!
Re: ISE 10 Year Warranty
You might have waited until you got a response to your letter before blurting out on the internet all about your “woes”.
Had you done so, you would have gotten the way to solve your issue.
But, given your chosen course on dealing with the matter my response will be dictated by the fact that the issue is within the public domain.
However, suffice to say, the problem lies with the dealer that you bought the machine from failing to pay for it leaving you with no warranty. Perhaps you might be better to take the matter up with KPMG, who are the officially appointed liquidator in the affair, rather than the people that haven’t been paid of the product and are already out of pocket to the tune of about £1000.
Meanwhile, you have a working machine that, from ISE’s perspective, you got for free.
Regards
Kenneth Watt
Re: ISE 10 Year Warranty
The issue is now in the public domain because, whereas it takes ISE only ten minutes to both compose and post a reply to my posting, it cannot reply within a week – by phone, email, or letter – to a letter posted 1st class on 26th June. My ‘woes’ are entirely justified: ISE has cancelled this customer’s warranty/guarantee (with over eight years still to run) without any notice. There is legislation under Trading Standards that covers breach of contract. According to the paperwork that I received, my contract is with ISE: theirs is the ten year guarantee/warranty, provided on registration as an A4 certificate; and theirs is the covering letter confirming my purchase. ISE’s problem with its retailer should be no concern of mine. I find it remarkable that ISE can thus terminate a warranty/guarantee some twenty months after I paid in full for the machine. I would suggest that, our respective viewpoints having been given in this forum for the benefit of present and prospective purchasers of ISE products, any future interchange should be in private correspondence and not publicly aired, with the danger of ad hominem abuse.
Re: ISE 10 Year Warranty
Well, we saw sight of your letter four days ago, Tuesday. Given it was sent by post, a response was therefore assumed to be desired in the same format.
But let me explain what has happened to you since, you clearly do not understand.
The retailer that you bought the machine from did not settle their account, meaning that your machine and the warranty upon it was nullified as it hadn’t been paid for. Legally, the goods remain the property of ISE until they are paid for, you will find this to be virtually universal practice in sales contracts for most products.
What this means is that the goods were never the property of your retailer and, never yours either.
If you would care to check this with Trading Standards, CAB or anyone else, you will find this to be the case.
Then the retailer that you purchased from entered into liquidation, leaving the matter in limbo for some time while that was sorted out.
The warranty certificates are issued using an automated process so, unless it was manually halted for some reason it would be sent. Where there is an issue we notify as soon as we possibly can do so.
In this instance the appointed administrator for your retailer has decided after about a year to eighteen months that they will not be settling the monies due on what is, effectively and legally, ISE’s property.
In the interim while all this was going on you had an issue which was resolved for you, without any cost to yourself despite this at direct cost to ISE.
So, in short, ISE has played more than fair here as, if acting by the letter of the law, your warranty should have been suspended over a year ago.
In just the same manner that there is no warranty on machines that are stolen, subject to abuse or received fraudulently they will be cancelled where there is a problem of that sort of nature. That would include a breach of contract where the warranty is not paid for and all the dealers are well aware of this.
This is a problem that YOU have with YOUR retailer as ISE has not been paid a single penny for your machine and, as such, it cannot accept the liability. Just because that’s the name on the box does not mean that ISE or any other company is responsible for all ills.
Whilst you say you paid for the machine, I can only assume that is wholly correct as I nor anyone but you and your retailer would be privy to that information but, critically, ISE was not paid for your machine or your warranty. As the company is unpaid, they hold no responsibility whatsoever and your contract as well as any breach of it lies with your retailer, not with ISE.
You can easily verify this by contacting Trading Standards, who’s details for the local office that would deal with any complaint can be found here:
http://www.east-ayrshire.gov.uk/Busines … dards.aspx
ISE always acts within the law, without exception so there’s nothing for ISE or UKW to hide whatsoever and you are more than welcome to contact Trading Standards and, I am more than happy to talk to them on the matter should that be what you choose to do.
ISE has, thus far, been as generous as it possibly can be in the circumstance which are I would agree, very unfortunate for yourself. And, I do sympathise with that But equally I don’t think it reasonable to expect someone else to take on a liability that they should not have and, never have had any responsibility for.
Regards
K.
Re: ISE 10 Year Warranty
When MFI went bust and owed me a lot of money the administrators came after me for the spares I had not paid for.
I said for them to take the amount from the money owed to me.
The administrators said to me I still had to pay them.
The next thing I knew I had a letter from a dept collection agency for me to pay them.
I refered them back to the MFI administrators as I said MFI had passed them incorrect information as I did not owe anything.
I contacted the admistrators again and said to them according to my contract the parts remain the property of MFI until paid for so the administrators can claim the parts back or charge there customers I had fitted the parts to on behalf of MFI.
I had a reply back from the the administrators to say as this was in my contract they would drop the claim for payment for parts.
If ISE have not been paid for the washing machine then the washing machine remains the property of ISE.
It is unfortunate for the customer the retailer went bust but the customer is lucky ISE is not claiming back the washing machine as his contract was with the retailer and not ISE.
When MFI went bust a lot of customers lost a lot of money as they never received there kitchens.
This customer was lucky he received the washing machine and if he paid by credit card he could claim back the cost of the machine as the retailer went bust.
He could then pay ISE and have the Warenty reinstated.
If a car has an outstanding loan you are not aware of then the loan company can claim it back even if you have paid the retailer for it, then you have to try and claim the money back.
If an item is not paid for it remains the property of the original owner or manufacturer so I think the customer has escaped lightly if ISE has not claimed it back.
Bob
Re: ISE 10 Year Warranty
SAMURI wrote:If an item is not paid for it remains the property of the original owner or manufacturer so I think the customer has escaped lightly if ISE has not claimed it back.
Quite Bob but, by the same token ISE are not trying to penalise the customer after all, they made that transaction in good faith. The fact that the retailer let the customer down is not something that they or any other company can do much about really.
In this case the choice was made to not accept further liability but, by the same token, not put the customer to any undue hardship over the matter which I would say was, on balance, very fair. It’s really a win for the customer big time as opposed to having bailiffs turning up at the door to collect the goods. That’s not good for anyone in my view and not something that ISE would do without overwhelming reason to do so.
I completely understand the customer’s point of view in that they feel somehow cheated but, it’s really not much to do with ISE at all in most regards.
There is also no desire to leave any ISE owner out in the cold as it were, not even slightly but, it is what it is. As a business ISE has to limit the liability just as any business has to and, here, I think that what has been done is more than fair when looked at in a pragmatic way. If anything, it really is a win for the customer in many respects.
K.
Re: ISE 10 Year Warranty
Since Mr Watt has yet to reply to me by letter, some two weeks after acknowledging (only here) its receipt, and has responded (only here) through this ukwhitegoods website, some reply here from me the customer is perhaps appropriate. I have already made the point that according to the paperwork that I received my contract was with ISE. It was ISE that issued the 10-year warranty, provided on registration as an A4 certificate. And it was Mr K.Watt himself who provided a signed covering letter confirming my purchase. I was not to know that, particularly in the case of a small company such as this, the certificate and signed letter were supposedly issued ‘using an automated process’; and so I hold ISE responsible for not first establishing that it had received payment from their approved dealer before issuing the warranty. In its own ISE website information, under the heading ‘Long Warranties’, ISE states that, ‘Because we offer a long warranty the typical retailer has the ability to sell an additional warranty removed completely’. So whose is the warranty? It is ISE’s. Furthermore, ISE shows pride in stating, under the heading guarantees/fund-provision: ‘Our provision funds are lodged with Sterling Assurance who are a trading name of Zurich Assurance (company number 02395416) and is fully regulated and authorised by the FSA. Our fund is account number W523411 and the money for the provision of the 10 year guarantee on all ISE appliances purchased since launch is held in that fund’. Anybody considering buying a machine costing £1000 first does their research, and having read the ‘Which’ review, I then read through all the many pages of information provided by ISE on their business practice and commitment to warranty cover. So ISE’s warranty is now worthless to me, ‘Bob’ thinks I’ve got off lightly; and Mr Watt says ‘It’s really a win for the customer big time as opposed to having the bailiffs turn up . . . ‘ As I informed Mr Watt in my letter, the liquidators assured me that ISE has no claim on the machine at this late stage. The liquidators may be wrong, but that’s what I was told. As for me being let off lightly, I would add that the machine broke down again on 8th July, probably because (but what do I know, a mere customer, as Mr Watt will be quick to retort) the balance springs were (according to an engineer repairing the machine under the non-existent warranty) incorrectly fitted on delivery, and had then been incorrectly refitted by two other engineers before he arrived (from Kilmarnock). With a balance spring broken, I guess that the shock-absorber struts were over-exercised – much as if the machine were overloaded (which it has not been). So now the struts are all four leaking oil, and the front panel rubber surround has been dislodged owing to the excess vibration and drum movement during spin cycles. I therefore now have, after 20 months, a non-working ISE w288 eco, with no warranty, no local repairers with the wit to repair it, and an importer-Asko/Garanje WM70 customiser who tells me that I have won out ‘big time’ because the bailiffs are not breaking down the door. I don’t think so. ISE is a small company, of which both director and secretary are Mr Watt. It is in competition with the big boys such as Bosch. If Mr Watt valued his customer-relations profile he would take the ‘hit’ with this one machine (assuming that others in his network of dealerships are not similarly going into liquidation and thereby invalidating ISE warranties) and honour the warranty despite all. The consequence of not so doing is leaving this customer with no faith in the ISE brand and no grounds for ever again recommending ISE to anyone. Instead of holding true to the warranty commitment, Mr Watt is content to sacrifice my word-of-mouth recommendation for the next ten years and beyond. I again urge Mr Watt, as I did in my initial unanswered letter, to reinstate the warranty, if not solely out of honour (his signature, remember), then in the spirit of sheer pragmatism, in order to sustain some business reputation.
Re: ISE 10 Year Warranty
I’m sorry, you thrust this conversation into the public domain, effectively slagging off ISE and myself personally but, still wish an ongoing private conversation as well. I’m afraid it doesn’t work like that for me, you can have one or the other, not both.
Given your machine has not been paid for, there is no warranty on it and no provision made for any warranty.
Due to the remote location where you live, the closest repairers are in larger towns many miles from you. Had you asked before buying we would have openly told you that and, in many cases, I have advised people not to buy certain products, ISE included, due to that. However, to my knowledge, we were not consulted.
So, if we were we to acquiesce to your demands we would not only face the liability of any warranty claim without any form of payment but, also the additional cost of servicing a remote area where cover is sparse. Another very relevant factor in taking the decision that has been taken.
There is no point at this stage, after your very public actions of trying to ask for the decision to be reversed, as you’ve already done whatever damage that you set out to do so. In addition, those very actions and the manner by which you approached this affair has not enamoured or enhanced your cause at all.
Please refer to KPMG to seek damages like all the other creditors of the retailer.
However, if memory serves me, you stated in your letter that the retailer under their new trading name, would service the machine at their cost so, I don’t know why there is this problem if you already have a remedy.
K.
Re: ISE 10 Year Warranty
This wouldn’t happen with Miele or Bosch though.
The very concept of ISE was to encourage purchase through smaller independent retailers.
The man did pay for his machine. He received a warranty certificate from ISE.I’m very happy with my ISE 10, it’s been great so far, I still have some reservations about the warranty and back up as discussed previously but have to be honest have only tested it once and all was fine. Excellent in fact.
It’s such a shame as the concept of the better quality ISE machines and the promotion of independent retailers/appliance engineers is wonderful.
Surely ISE should honour the warranty in an occasion such as this. It was ISE who extended credit terms to the dealer, the man did exactly as this forum and ISE has recommended and handed over a huge chunk to an independent retailer supplied by ISE.
I’m very surprised by the response, it must affect people’s confidence to purchase?
Re: ISE 10 Year Warranty
Reading again, the man in fact says he bought the machine in November 12, had repairs under guarantee in this time and then was informed in 2014 the machine was no longer covered!
How do we know our machines are bought and paid for (by the dealer not by us!). How long after purchase could one be informed that our dealer did not settle his bill thereby nullifying one’s warranty?
Re: ISE 10 Year Warranty
Well, it’s a bit more complicated than a glance may suggest. Let’s just leave it at, there’s more than one side to every story and many “reviews” have to be taken as such.
The warranty certificate would be sent on the dealer (or customer in some instances) registration without payment verification in a bid to do that speedily for customers. You try to do the right thing but, every now and then, that can backfire as in this case certificates are sent without verification due to concern from customers when they are not sent out fast enough.
I have no clue what was paid for this machine, who to or when. All I can tell you is, categorically, that ISE was not paid for it and as such, no warranty was paid for either and therefore does not exist.
ISE did everything in its power to resolve that before the warranty was rescinded, including discussing with the administrator etc but, in the interim, continuing to honour the warranty even although it technically did not have to. In the process losing a machine, all the associated costs and the cost of the warranty calls in addition. At some stage, you have to draw a halt to such things.
From several thousand machines though, I think this one of the very few occasions that this sort of thing has happened and not been resolved behind the scenes. On this occasion, that was prevented in part by the circumstances.
The warranty covers for things that go wrong due to manufacturing. It doesn’t cover a raft of other things that people seem to think that it will on occasion. It’s not a service plan, if it were it’d be massively more expensive, by an order of magnitude and, to highlight that, a popular warranty company would charge more than the cost of the machine again to offer that level of cover for a similar period.
The last I checked that was running at £150-£300 per annum for a similarly priced product depending on the age etc.
The warranty is what it is and ISE nor many companies in this industry have the money to soak up errors or liabilities that they have not been paid to take on simply as that’s not costed into the business model.
Similarly with BSH and Miele, if you don’t register the warranty in time, you will not have one. I am quite sure that if they could track and trace the way we can then they would do likewise in many instances, just as car manufacturers and many others do. This is most certainly not something unique to ISE although this particular case, in part, may be.
K.
Re: ISE 10 Year Warranty
I feel for ISE also in this.
I say again though with your product, sold as it is, the warranty is EVERYTHING. It is the main reason most people part with their cash, it is the reason people take a risk and choose you over the big boys.
To say “we didn’t get the cash” so “no warranty” is risky if nothing else from a business point if view, it removes confidence. What if I recommend a friend to buy ISE tomorrow, then the small independent goes bust after you’ve extended terms to them? It would not be my friend’s fault, I’d argue some fault lies with ISE for extending credit terms, why have the customer bear the loss?
People would be high and dry. It’s the reason I was unhappy with the clarity issues about the original insurance backed warranty. The warranty is everything.
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