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Re: ise
Back at the warranty again, and just to clarify.
If you as a director of ISE does not know with whom the 10 year insured warranty is with on the “ISE 10” machines (the “10” pertaining to the length of this very warranty), then who would?
Sorry to persist, but it does seem really important and the answer that you don’t know still seems odd, so central was this warranty to the whole project. (The name of the machine and the marketing of it concentrated on and carried the length of this very warranty).
It’s not satisfactorily elucidated at this point. Why would a director not know this, nor be able to find out and tell us?
Re: ise
To summarise the long thread:
There is no name for the insurance company, and no contact details provided or available.
Apparently the warranty is not actually what anyone thought it was.
The watertight warranty is now purported to become useless in the event of ISE ceasing trading.
The ring fenced escrow type fund purported to protect machines in the event of the company folding is all spent up.
It’s unclear what proportion of purchase price was put forward into this fund.
Spares supply seems uncertain, for a few different reasons.
The high ideals spouted when marketing the machines become less high now things have changed.
The customer is to blame for some of these events, Gorenge are to blame for some of these events, the Whitegoods industry are to blame for some of these events, the warranty company is to blame for some of these events, asking questions about these events can be tiresome.
IN NO WAY is ISE responsible for any of these events, directors may not have been involved in the nitty gritty of actually running the company, instead major things (such as how the insurance backed warranty works and who it was/is with was dealt with) were dealt with by now redundant staff…
Think that may cover things and sum it up!
Re: ISE 1606W (Asko WM25) no drum rotation
What was the link with Asko and Maytag and do Maytag have a repair network in the UK? Don’t suppose they’d repair an ex competitor’s machines but would parts be available from them?
Re: ISE 1606W (Asko WM25) no drum rotation
Is there any reason that ALL technical information for the ISE machines can’t be put in the public domain for all to see before ISE finally shuts up shop?
That was one if the promises – all technical info freely available. At least to engineers, which I suppose now means freely available.
At least I think it was.
There could be a reference section linked from this website, for example.
Re: I bought an ISE 10
Ok. It moved to ring fenced funds to provide cover in the event of ISE going bust!
How were these better than the warranty! There are presumably customers who bought machines just a few months ago which were sold with a ten year warranty but you knew the company was failing. The warranty wasn’t withdrawn, people (or dealers?) were not made aware.
Even if the insurers didn’t do as you expect, the warranties should still be In place with the insurer and may be worth something to those that have machines. That is what your customers were led to believe.
Not that warranty insurance terms were ever provided years ago when asked for. There were reassurances given when terms were asked for (by me, amongst others) that were really not clear as to how it all worked…..
Perhaps this issue was always going to happen. Reading back, it seems all rather predictable.
I wish my concerns regarding the warranty came just before rather than just after buying.
The insured warranty has been much discussed but is not what was promised. The customer has lost out. End of.
That the product was marketed on the high ideals discussed many times before makes it even worse.
There will be no mea culpa from anyone at ISE that much seems certain.
Re: I bought an ISE 10
But the fact that the warranty does not do what was promised can only be the fault of ISE and those that ran it.
No?
The fact that you’ve told me hundreds of times the insurer your company sought to use does not deal with the consumer makes it no less ridiculous that this is the policy you went for whilst all reassurances given at the time that we’d be ok in the event of ISE going bust.
We are not. It seems the fault for this lies squarely with the company, not those who paid for a machine. I’m not sure if the dealers knew the warranty was not sound and of this nature, perhaps I never will. The machines were certainly marketed with longevity and a great warranty at the forefront. When people worried about buying a less known brand, this great warranty was brought out to reassure. On multiple posts across multiple fora.
The number of people to blame for this company going wrong seems to raise exponentially yet at no point does it seem to be the case that the company may not have been run well and the decisions made, certainly in terms of the warranty, were poor ones. What was promised ain’t what was got. I assumed you had a large part in the running, it now seems you were but a minor player.
Like I say, I’m fairly sure the fault ain’t mine…..
Re: I bought an ISE 10
As a customer of this company it really is tiresome.
I think the problem Ken is you seem to have been very involved with this company, yet now things have gone wrong you seem to distance yourself, say you had little to do with its running, and list multiple reasons for the problems with the company, ie repair funds disappeared, warranty not purchased or at best not fit for purpose, problems with other companies, etc, etc. There seems to be no acceptance that business decisions made by you ( or the other people running the company in a leadership role) could be in any way at fault that the customers (and possibly the dealers) have been let down.
It’s awful to read it over and over again.
I’ve never particularly being bothered by a full “mea culpa”, but some show of contrition for promises not kept would be morally proper, in my opinion.
You write quite well, and I too have read multiple threads across multiple fora. I was taken by your commitment and involvement with this project from the very beginning.
The more I’ve read, the more I realise that the long statements made often do not mean much.
There’s also a tendency to become exasperated/ angry when a point if view different from your own is put, it sometimes seems the long exasperation paragraphs are then used to replace the answer to what is being asked.
I’d like to think you’d make every endeavour to source parts at the very least. I am really sorry the business went down, I say it’s not the customer’s fault because I’ve read a few things from you that have suggested it is. Well it ain’t mine.
I’m decent, bought fairly and act fairly.
I go on a bit on here because I feel very strongly that some of the claims from ISE were less than sound and the explanations after less than clear.
Re: I bought an ISE 10
Are you going to try and source ISE 10 parts for future repairs via your UK Whitegoods site Ken?
This would seem a half way house, not perfect but the machine would then not feel useless in the event of breakdown, you must have contacts to enable you to source parts given your main business and previous involvement with the ISE project?
It may give people like me, annoyed at the lack of the warranty they thought they had purchased, at least some peace of mind? It would also serve the ideals of the company you so avidly marketed and asked people to trust in and buy into: machines built to last and easily repairable by local tradesmen so as not to become throw away items.
Surely those ideals haven’t changed?
None of this is the customers’ fault….
Re: I bought an ISE 10
Exactly Lee8.
It seems bizarre insurance terms would have been sought by ISE that didn’t cover for the current state of affairs, and did not allow for 3rd party administration of repairs!
This is clearly what most would imagine would have happened…….
Re: I bought an ISE 10
Thank you. I easily sense your frustration with the questions.
I suppose in the answers above my frustration was that it wasn’t made clear that the warranty was worthless if ISE went into administration as is now the case. The thread shows I was specifically worried about this.
I think when purchasers bought with the 10 year insurance backed warranty almost any reasonable person would have believed they would have recourse to an insurer in the event of ISE going bust.
It’s not my fault the insurance purchased by ISE does not allow for the administration of claims and spares, it’s probably not the insurers. I think ISE could have been much clearer when selling these machines about the limitations of this warranty. The warranty was unclear as soon as I received my machine and there were a number of threads concerning worries about the warranty on this very site, this was but one. It was sold and marketed as simple and “watertight”.
As I have repeatedly tried to get through to you (and I apologise for repeating this phrase back!) it is not the fault of the customer that this set of circumstances has occurred. The fault regarding the current state of the warranty, to my mind, is the fault of those running ISE and promoting their machines over the last few years.
I don’t think you can so heavily market a machine, promoting longevity and a great warranty, and then be surprised at disappointment and questions as to why assumed promises are now unlikely to be fulfilled.
Still think it was a great idea, and it still seems a great machine……The purchase to me simply hasn’t provided all that I was told that it would (warranty).
Re: I bought an ISE 10
In view of what now appears on the ISE website regarding the insurance backed warranty, does anyone wish to comment on my worries in this thread a few years ago and the answers given?
Does anyone involved in the ISE project know the details of the insurer such that this can now be followed up? People were told they purchased a 10 year insurance backed warranty, there can be no other interpretation based on the marketing and promises given.
The questions unanswered are:
Where is it? Who is the policy held with? How does the customer contact them should they need to claim?
The post comments that actual insurance documents for each machine did come through (but took ages), could these be provided to customers or even an online copy of the insured terms?
Previously Mr Watt mentioned points of contact such as RBS or AXA, can anyone clarify which?
He also mentioned that in the event of the company folding that all the agents would know what to do. Do any of the agents who sold machines now know what to do?
The comments now on the ISE website that the warranty was always a “free” warranty and would die with the demise of ISE seems contrary to the spirit of what was promised, in my view. That the insurer to contact for help as outlined in this thread is not named on the website seems odd. Which insurance company were the warranties purchased from?
Re: I bought an ISE 10
Another little bump to prove the veracity of my claims that I’m a real customer here and have had long term concerns.
Obviously this relates directly to many of the posts and replies of the last couple of days.
Then I’m definitely shutting up!Re: ISE Appliances cease trading-who deals with warranty cla
Ok, will do. You’ve all had enough of me!
To reaffirm, no links to anyone.
For those that care my historic posting history will show this well enough. There’s posts asking about the machine before buying, posts saying how happy I was when it arrived, questions about an irritatingly difficult to close door (Vaseline on the catch actually worked), a post thanking penguin45 for being so professional when fixing it once, posts then about my worries about the warranty certificate, etc etc.
I have no need to prove my honesty here, but I can.
Thanks for all the replies.
Re: ISE Appliances cease trading-who deals with warranty cla
Now I really have no idea what you are on about.
I’m connected to no one and am posting independently.
I own a machine, I’ve used this forum for advice and to source information about ISE.
I bought my machine from quality washer repairs (I believe this is penguin45)
I won’t put full contact details for obvious reasons but I’m a genuine customer posting, I am upset you are questioning my honesty in posting. You may not like or agree with what I’m posting, that’s fine.
But I’m posting independently as a previous customer of ISE with no connections to anyone on this forum or in this business, apart from having purchased the machine from someone who used to be a contributor.
