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Have a cstmr with a ZWF12070W1 which has seized drum. I’m pretty certain it’s bearing collapse; couldn’t see anything trapped and lip was off centre, though I’m left wondering now if I might have missed something.
I took my (very reasonable) call out charge and said I’d get back with definite price on new welded drum/outer assy. Rang her this am. and gave her the bad news. She had since called Zanussi as she felt it was a bit early (<2yrs) for a major failure like that and asked them if they could help. They said they'd send somebody "from another firm" (cstmr's words) in about a week to assess whether it is a fault of manufacturing or otherwise. If they find in her favour (i.e. manuf. fault) they will either pay me to repair (again cstmr's impression of what they told her) or they'll give her a new one according to what works best for them.
Is this how they normally deal with these cases or a one-off bit of kindness or are they getting jittery that TS might be onto them? 😆 Or has the customer misinterpreted what they said?
Mike.Re: Zanussi’s policy on early drum failures?
I had this with a Whirlpool a few months back. Bearings gone in 14 months or so. They agreed to a free repair and said they provide a 2 year guarantee(never heard that before) so maybe these companies are getting the jitters but only if you press them. Doubt they will improve the quality soon though.
RobRe: Zanussi’s policy on early drum failures?
Is this anything to do with the EU 2yr warranty I keep hearing about ❓
Re: Zanussi’s policy on early drum failures?
If the machine is between months 12 to 18, then the whole cost lab & parts can be covered. The customer phones the local S/F agent and as long as proof of purchase relates, they do the repair and invoice E/Lux.
If between 18 & 24 Months it is at the discretion of the local S/F centre, but the procedure is should we decide to assist the customer, that they pay full labour, & E/Lux will pay the S/F agent the parts cost.
If over 24 months, then if the customer phones the Luton Head Office, they get the details re serial number etc. E/Lux then phone us to see if we have been, and ask us for a verbal report. If we have no history and we had not been and diagnosed, then E/Lux doesn’t look at it so favourably. Faithful customers they do tend to look after though.
E/Lux will never suggest a customer uses an independent and claim back, the customer won’t see the money. Also if bought from Comet, they may not be too helpful.
Alex
Re: Zanussi’s policy on early drum failures?
Alex wrote:
E/Lux will never suggest a customer uses an independent and claim back, the customer won’t see the money.Alex
Thanks Alex, I thought she must’ve got that bit wrong.She certainly wouldn’t have got anywhere if she hadn’t asked! Most would just assume the one year g’tee was final.
Alex wrote:If between 18 & 24 Months it is at the discretion of the local S/F centre,
Should I ring and tell her to make sure the S/F guy has plenty of room to work in and tea on tap?
Mike.Re: Zanussi’s policy on early drum failures?
Customer rang me this morning again. She now says it’s Currys she’s approached and they have asked her to present a written quote from me and on that basis they will either go for the repair or give her some money off a new one. 😕 Thought Currys worked with DSG or some such?
Machine is apparently 1yr and 11 months old. Anyway, I’ve printed up a quote and will drop it in when I’m passing.
Mike.Re: Zanussi’s policy on early drum failures?
Dropped the quote in on Sunday. £200+ (£160 drum incl. del.) so expected that to be the last I’d hear of it.
Come home this evening to find msg on call-minder,
“Jenny from Currys… can you ring to clarify… 0844 800 9090 quoting ref. …”
😕 What have I let myself in for?
Mike.Re: Zanussi’s policy on early drum failures?
leavemetogetonwithit wrote:£200+ (£160 drum incl. del.)
Gosh.. That machine is avalable at just over £200 .. Why wouldn’t they just supply a new machine?
George
Re: Zanussi’s policy on early drum failures?
Gave ’em a call just now. Gave reference no. He looked it up. Took a while.
“Jenny’s on late’s today. Can I get her to give you a call back?”
Have asked that she call between 6 & 7.
Wondering if she’s going to suggest they supply part and I do job for my labour quote. I would go for it but wouldn’t be me who would g’tee part :rolls:.
Mike.Re: Zanussi’s policy on early drum failures?
i have had a couple of customers who i have replaced elements for where currys have asked her to get someone to quote
i did job customer paid me then they claimed my cost from currys
i then get a call a few days later checking all correct with a thank you at the end for a speedy jobRe: Zanussi’s policy on early drum failures?
Right. Turns out they just wanted to clarify whether I had already done the job or not. I’d have thought the word, “Quotation” at the top of my submission would have made that clear enough :rolls: .
Anyway, they say they’ve decided to give the customer “a contribution” and it will be up to her to decide whether to spend that with me or towards a new machine. I’m not holding my breath 😐 .
Don’t know if I’ll ever find out what the contribution was. Would be very interested to know.
Mike.Re: Zanussi’s policy on early drum failures?
Well, hot news just in!
Currys came to deliver her new machine today but were unable to install due to being unable to turn off the water due to tap broken. I assume this to mean the blue plastic knob has broken off. So she’s asked me round to do the job. I couldn’t resist asking her how much she got and she was kind enough to provide that information. So my curiosity has been satisfied at last. She got vouchers to the value of £120 !!! Since the 23 month “old” machine had originally cost her £219 she really hasn’t come off too bad at all! My opinion of Currys Limited may have to be revised. When I go round on Friday morning I shall be tempted to gently probe for more detail on what pressure she brought to bear on them.
I wonder how many small independent retailers would be able to swallow a pill that size? :stir: .
Mike.Re: Zanussi’s policy on early drum failures?
leavemetogetonwithit wrote:I wonder how many small independent retailers would be able to swallow a pill that size? :stir: .
Mike.Most indies I know, who have to trade on reputation rather than advertising budgets, wouldn’t be caught dead selling Zan Essential machines 😛
Re: Zanussi’s policy on early drum failures?
leavemetogetonwithit wrote:Since the 23 month “old” machine had originally cost her £219 she really hasn’t come off too bad at all!
currently in a “friendly discussion” with a landlord about a 25 month old 12070 where its dribbling rusty coloured cutting fluid out the back pulley joint…
apparently blah blah blah under european electricals law it states i have 2 years blah blah what are you gonna do blah blah. did i mention shes currently living in france?? :rolls:
we know ourselves its smidge over 2 years – we have the copy of the invoice, she believes its less than that but cant find her reciept, havent said anything yet tho. lux dont wanna know at all, we offered cost price drum replace (£35 labour, cost price drum – £100 net from connect) total quote £160 inc. vat. not happy. now quibbling the not fit for purpose. thing is its a tenant machine, and i suspect 1st tenants been using it for a home-laundrette, as i remember going out and unblocking filter whilst in warranty and piles of laudry bagged up in those woven bags and ive seen enough 12070 premature failures to know these dont go quite as bad as this one after 2 years – theres actual 1/4 turn rotational play between pulley and drum!!!
any advice on where i stand legally, as i havent yet dropped the bomb to dissapoint her that its over 2 years old as well. new tenants actually rather nice people, so dont want them losing deposit as theyve only been there 2 months, espesh if its fault of previous users… which if i say its through over-use they would probably get the blame for… plus we look after several other landlords properties and so good customer, hence cost-price repair (labour charge only to cover diesel and wages for my del team to pick it up/return it as its too tight to do there)
Re: Zanussi’s policy on early drum failures?
Think your £160 offer is perfectly fair. I’d let her stew on it for a week. Legally she hasn’t got a leg. She won’t get better service elsewhere and it’s not in her interest to financially damage a business which is serving her well. If she thinks that she can push you around, then you’re better off without her.
Mike.
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