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Re: ISE5 Broken down for weeks and no one seems to care?????
In answer to kwatt’s direct question to me, I would expect ISE not to offer a warranty if timely parts availability could not be assured (I imagine in the initial contract to build machines this is negotiated). I’m probably naive, and expect a long response explaining how naive I am.
If something went wrong (I accept that things sometimes do), and parts could only be made available in a ridiculously long timescale – I’d expect good customer service to put the customer back to the position of being able to wash clothes in the interim. People buy ISE because of the reliability and warranty!
It’s maybe pie in the sky, but it seems reasonable enough to me. The reason I bought ISE was they set themsleves to stand separate from the rest of the crowd. High quality machines, a top notch warranty, excellent service from a network of independents in the unlikely event of something going wrong. I still think, despite this ludicrous thread, that this is what ISE wants to provide. Instead, the blame (and by blame I mean responsibility) is being passed all around – sorry, but that’s how it seems.
I actually feel it’s incumbent on manufacturers to ensure parts availability, especially within the period of a warranty. I don’t like the blame being passed to third party manufacturers in that instance.
I feel really sorry for the OP, that’s all.
Re: ISE5 Broken down for weeks and no one seems to care?????
kwatt asked:
“But tell me ajsdoc, what should have happened? What do you think, given explanations on the various topics, what you think ISE could have or should have done? “
It should not have offered a 5 year warranty on a machine where parts supply could not be maintained in a reasonable time frame. Reasonable is a term open to interpretation, of course, but this would be seen as unreasonable to most of your customers. Actually, I should only speak for myself, the time to repair in this case would be unreasonable to me.
I would hold VW responsible if my little Polo broke down and no part could be obtained for months. Why? They sold it to me and they made the promises. I’d expect if the warranty/parts supply did let me down they’d want to keep me moving, as a matter of good customer service.
Why should ISE not be held accountable if a machine breaks down and it can’t be fixed because ISE hasn’t ensured parts availability. Is it the customer’s fault?
You heavily market the reliability of the machines and the warranty provided with them. This situation is bad, why come up with loads of excuses and not just say “we are at fault”, because to my mind you are responsible for many of these other elements that you seek to blame.
You don’t market or price your products as bargain basement, and in the case of my ISE10 it is priced and marketed as a premium brand with a premium warranty. I would not be happy with the situation the OP finds herself in – are you saying I’d be wrong to expect more??
Re: ISE5 Broken down for weeks and no one seems to care?????
“The warranty is to repair the appliance. How has that failed? “
Oh dear. OK my mistake, the warranty this lady holds has worked perfectly and is a real success that ISE should be proud of……
The warranty on these products remains a real worry to me on a number of levels (see threads passim).
Re: ISE5 Broken down for weeks and no one seems to care?????
I don’t subscribe to “the someone must be at fault and get sacked or punished” either.
I do think, in business, fault must be recognised and some contrition for what is a poor state of events is appropriate. I agree the sacking/punishing bit is pointless.
Reading this thread the fault seems to be represented as: (i) the customer (somehow not getting in contact or communicating properly with ISE – I’m unconvinced by this). (ii) the repairing agent not ISE (ISE make a big play of their independents so setting distance when things go wrong seems inappropriate) or (iii) Spares availability being not good due to it being a non-European made, now discontinued, machine. (I own a now discontinued ISE10, will similar comments re parts become my problem later?) Parts availability is a direct responsibility of ISE as I see it.
No, ISE should take it on the chin and be contrite. I feel you should say “the problem is due to us, we’re sorry”. A cheap “new machine” would pass any Health and Safety worries if loaners are not allowed. Almost everyone on this forum who’s bought into ISE will feel that the promises made would not mean they would be without a machine for weeks on end (and this is actually months on end if I read it correctly). The warranty has failed, you just don’t see it.
Re: ISE5 Broken down for weeks and no one seems to care?????
I agree entirely about the loan machine. The warranty has failed (delay to repair) and I read this with a heavy heart owning an ISE10. I’d be livid in similar circumstances. The poor woman has no machine! For weeks/months!
I doubt it’s the customer service/warranty that this poor lady thought she’s bought when “buying in” to the ISE concept.
Re: ISE5 Broken down for weeks and no one seems to care?????
I can’t help feeling more than a little sorry for Mo6. I understand there’s two sides to every story however.
It seems she contacted the independent ISE repairer (as we’re told to do). They came, but a failure of communication meant nothing happened.
She chased it up (had some difficulties getting through to ISE, explanations for which have been posted but difficulties getting through none the less).
When correctly diagnosed, the part was not available and has had a prolonged wait longer than I think anyone would deem reasonable (I’m sure ISE would not really think reasonable either).
All this time without a machine. I don’t think any loan machine provided to tide her over either by ISE or her independent repairer.
I’m sure ISE are frustrated too, but I feel very sorry for the OP if the story described is similar to the reality she’s had to face.
ISE places great strength in the independent repair network, I assume it is the independent in this case that caused the first huge delay. The second long delay was non-availability of parts. This is at least partly ISE’s responsibility (the availability of spares).
Re: ISE5 Broken down for weeks and no one seems to care?????
Gosh, I hope your machine is fixed soon. We would need to buy a replacement machine if this happened to us – 3 months without a machine would be a no go.
Was the fault misdiagnosed initially?
Wonder if one of the repairers affiliated to ISE could loan a machine whilst the other one is sorted?? I would expect something of that nature in similar circumstances, you’re not experiencing the warranty cover you’d have hoped for.
Re: Vented Tumble Dryer for outhouse
Hi,
I have that exact Zanussi tumble dryer, following advice from here. It was reasonably cheap, is simple to use and has a very large drum – a full load from your ISE10 will be fine in there.
It’s excellent and lives in my garage and works well. When we bought the ISE 10 we replaced a combined washer dryer and I can confirm all the advice on here that drying is quicker and easier in a seperate vented dryer and you can dry loads. The combined washer dryer could only dry half a wash load if you see what I mean.
As for long term reliability, I’ll wait and see…
Re: ISE 10 (1606) door catch
You should try – I’ve been opening and shutting the door this evening and it’s made a real difference – I was convinced something was seriously amiss.
Bizarrely I can now shut the door without the jab but just by pushing slowly back against the drum and it catches – we’ve never been able to do that.
I only used a small amount of vaseline on the “prong” bit and placed a small amount at the opening and opened and closed a few times.
The force required before did not feel right at all.
Re: ISE 10 (1606) door catch
Thanks, the Vaseline seems to have actually done the trick. I was dubious, but the door is now shutting with much less trial and tribulation.
Thanks again.
Andy
Re: ISE5 Broken down for weeks and no one seems to care?????
Cheers – although I usually am just randomly throwing out thoughts…
Re: ISE5 Broken down for weeks and no one seems to care?????
Yes, I agree the website is much improved and also answers many of the questions asked by recent threads. (I too would consider an ISE dishwasher if one was available when I next need one.)
Re: ISE5 Broken down for weeks and no one seems to care?????
How bizarre.
My post was just as it said – you seem to be ISE’s biggest fan. Your prolific posting about the machine is testament to that. I too am a fan, but my belief in ISE is not as unswerving as yours due to the recent warranty debacle. It meant no more than that.
I certainly don’t want a slanging match either.
Re: ISE5 Broken down for weeks and no one seems to care?????
Quickwash,
You are winning “ISE’s biggest fan” by an outright mile! Your unswerving belief in the company is marvellous. 😯
Re: ISE5 Broken down for weeks and no one seems to care?????
It’s not so much the machine that was called in to question by the OP but the service standards of the repairer. They state they were told it could be the bearings and then heard nothing for ages. There are so many possibilities which could be nothing to do with ISE, but it is the warranty and after sales follow up of the “network” that interests many people. (and that includes warranty and non-warranty (user error) requests for help).
