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electrofix wrote: it would be nice for Ebac to be able to see the above and comment as if its true its would be terrible customer service
I would also have tried to get some sort of payment to cover damaged clothes at least since the first visit
its not that I dont believe whats happend but I have no way to verify so I have to try to be neutral
Dave
Hi Dave, I understand completely. Do we have somebody on here who represents Ebac? That would be great and I would 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} welcome their input. They can check their records for validity of my account, should they so wish.
I have asked about payments for the ruined clothes – they have said to re-purchase the damaged items and send receipts which will then be ‘considered’ for a refund by their insurance department. I also have to re-send pictures of the progressively larger white clothing stains that were taken along the way. Thank goodness for mobile phone techies (aka daughters) who take pics of everything!
It may be an easy mistake to make, as these events bear no relation to my experiences with prior machines of bearings failure & it certainly never entered my head. This light knocking noise (like a coin dropping) came from the front of the drum. Bearings failures (in my experience) have awful grinding/scraping noises from deep within the drum, with additional marked drum instability). I have never seen white grease marks either.
Most people are thrilled with their Ebac purchases, but reputations can either be built or irreparably damaged depending on actions taken in the worst-case scenario. If the fault had been thoroughly investigated and diagnosed at the outset, I’d have readily accepted a repair. Even if the contracted-out engineer had properly investigated, been stumped and then sought further advice from Ebac’s chief engineer, I’d still be backing them as a good company who honoured their 7-year guarantee.
As several disgruntled people said on TrustPilot “for that sort of money, I could have bought another Bosch”. Seconded.
I hope that this is appropriate here, if not, admins please feel free to delete/relocate. It’s long and I apologise, but the context is important.
I bought an Ebac 8kg cold fill in November 2021 and all was well initially. The wash wasn’t the cleanest, but that’s not the reason for this post. After 3 months, small white marks began to appear on clothes washed at 40 (or less), which could not be removed, despite my best efforts. I initially thought it was user error. The machine then developed a knocking noise on the tumble, prior to spinning. I contacted Ebac & the contracted-out engineer, sent under their ‘7 year guarantee’ couldn’t have cared less and didn’t even inspect the machine. He ran his finger around the rubber seal and said that I was overloading the washer. He then said I was underloading the washer. He then said that I wasn’t completing the recommended drum clean. I assured him that none of these assumptions were true. He moved the drum, but it didn’t knock, saying “I can’t do anything about it if I can’t hear it”. He left, leaving some professional drum cleaner sachets and some further condescending remarks about not overloading the machine. I’ve successfully done laundry for 30+ years.
Moving forwards, I grappled with the machine, filling it less and less, to the point where I was washing just 3-4 items at a time. The banging noise carried on and the white stains were now reaching 4-6″ diameter. When I rang Ebac I asked for a different engineers’ inspection, as the chances of the last one returning and him even wanting or trying to find the fault were slim to none. I was told it would be same engineer, then threatened that I would be charged if the fault was found to be ‘user error’ again. I left it.
The banging continued and staining became unmanageable. After a few weeks, I rang Ebac, ranting and in tears. They agreed to send their head engineer & within 5 minutes he found multiple blobs of white grease in the filter and said that the bearings had failed.
I did not accept a repair and instead demanded a refund, which Ebac were OK about. When I rang about my refund after a few days post collection, they advised there was ‘a list’ of people waiting for refunds, which spoke volumes to me.
Additionally, I realised later that they had deleted my comment and blocked me from posting about my machine on their Facebook page. My daughter commented and was also deleted & blocked. When I looked on TrustPilot, they have done the same to others – deleting negative comments & blocking, which is not a very open & transparent practise. TrustPilot also revealed multiple other users with similar engineer issues and similar threats of being charged if people asked for another engineer visit and ‘user error’ was again reported. Ebac seem to blame a lot of problems on buyers and the machines seem to have a very sensitive spin imbalance system. One person was told after washing towels that wouldn’t spin, that the towels needed to be all the same size to enable the spin to occur!
A 7year guarantee is fantastic, as is the split drum feature, but these are worthless when their contracted-out engineers aren’t up to the job and won’t listen. They seem hell-bent on blaming the customer whenever problems occur.
Buyer beware.
electrofix wrote:ok can see that and its a right mess
you may be able to fix it but it would mean making a metal bracket of some kind to hold that end
after that you have a few options all may or may not work
1 purchase the door inner from this site but i would check price is correct and stock level. Site says with you in 2 to 9 days so may not have stock. if they dont Siemans are showing price at £34.45. There might be p&p on this site but siemans seems to be free
2 Take a real long shot and look at this https://www.ebay.co.uk/itm/295006026742?hash=item44afbabbf6:g:0P0AAOSwCSRikPKP&amdata=enc{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}3AAQAHAAAAoIonUIzk8Z0ZwFI{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}2BD8j{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}2BIJVOFLYMa7GP2xSGgSNdQSnmGfx3ibnb2yvylhMaKxubwxs6IWWLpBS7N6JB5Qajiq81ACi7zeZjHQhK1uE1HeoNuwHKrYDDnRC7rbUxwIEgMUpL{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}2FDRyJeiNolOnBon5KaB8k3HoDXTNiVs6NOGtxv6DmEAlqz3pPv0ZC7TsTWOc88UkZstMY4BZWuW3mViElKc{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}3D{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}7Ctkp{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}3ABk9SR_rQ29aFYQ
both your and the one above use same glass and door hook. Thats as far as i can go. even if the door inner was the same part number will differ because of colourDave
Hi Dave
Thank you so much. We took your advice and decided to try to make a metal bracket, as it was the cheapest option and we had nothing to lose.
It looks a real eyesore, as we melted holes in the plastic to encase the metal ‘bracket’ (a part taken an old picture hook!). It now works!
So we have a working washing machine for the princely total of £31 (£20 machine, £10 handle, £1 glue) and saved some extra landfill. It also has a splittable drum (I think), as an extra bonus when bearings start to go.
Pic for reference, as I don’t imagine that this is the first or the last time this will happen with hook and door set-up.Thanks again for your time and patience.
electrofix wrote: i did mention about pic size
you need to host them somewhere else and post a public linkDave
I resized the photographs significantly, can you see the second batch of images that I posted? I can see them (x3) on my last post. I am not 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} with technology, apologies.
So, I’ve pretty much determined that there is nothing wrong with the hook, it just doesn’t have an axis to rotate around upon and can’t stay in place on the inner door frame. I’ve attached a pic of the hook anyway, just in case.
I hope that you can see that the upper hook recess of the inner door frame is broken on the following pics.
Apologies about the large size of prior pics, I didn’t realise there was a limit.
Thanks in advance for any help you can give.
Another view of broken inner door frame:
electrofix wrote: ok we need to try and figure out why and what is not working
does the inner door look badly damaged and the same question of the hook ?
Dave
So, the inner frame (looks to me lightly?) damaged, as the top seating recess where the hook would be positioned has snapped (metal parts on plastic, why???). The spring has also been grinding away at the plastic too, near to where it would be positioned. I just cannot get the hook to stay in place as I try to re-fasten all of the door screws (and believe me, I have tried!).
The hook though looks pretty much OK,now that I have been able to compare it with a model shown on the net.
Would pictures help? My daughter has an OK ‘phone camera? Thank you for everybody’s help, it is much appreciated!
Would it be worth trying the inner frame that electrofix pointed out fits some other WM14S496GB washers listed and return it if not suitable? Is that even an acceptable or worthwhile thing to do? Or just ditch the £20 machine that I originally thought would last me a good few years! [IMG2=JSON]{“data-align”:”none”,”data-size”:”full”,”src”:”https://www.ukwhitegoods.co.uk/forums/core/core/images/smilies/icon_neutral.gif”}[/IMG2]
electrofix wrote:
door frame is listed for models
WM14S496GB/38, WM14S496GB/45, WM14S496GB/50, WM14S496GB/54, WM14S496GB/57but not
WM14S496GB/07it might fit but you cant be at all certain
Dave
Of course! You are right, I did a search and it was only partial matches found, thank you.
kaibart wrote:Which parts do you need in drawing
Sadly, it looks as if it is the complete door, as the part I need does not have it’s own separate code on your drawing. It’s the part nearest to the door latch.
Thanks Electrofix. I found this on Whitegoods parts and my model is listed, I thought this was the right one?
00747538 Washing Machine Inner Door Frame (ukwhitegoods.co.uk)
