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Re: Couldn’t hold out
Hello to the OP dmajohnson
Just wondered how you had been getting on with your Miele? I am considering it too at the moment.
Re: ISE Insurance backed Warranty?
AnotherGareth wrote: Perhaps I’m overly sanguine but since I’ve never been convinced that warranties for white goods are worth very much, I didn’t put any effort into investigating that aspect of the purchase. Instead I was persuaded by comments from those who’d bought the previous range.
😀 good to read. I am pretty certain the new ISE10 is the best machine I can get for the money. I just need to decide if I am happy with the current basis, or go for (say) a Miele with their 10 year warranty. I guess yours is washing fine?
Re: ISE Insurance backed Warranty?
mbooth I do have sympathy with you because the only ISE brochure available and which is still online says amongst other things the following:
“Our insurance backed guarantees
The aftermath of the financial crisis of 2008 has made people very wary of the implications of companies
going out of business.
In the appliance industry, the demise of companies like MFI, Sovereign and notably Servis among
many others has left consumers with nowhere to go if their appliances broke down under guarantee
as the manufacturer no longer exists.
When we established ISE we were very conscious of people would not trust our long guarantees. To
reassure people we set up a system so that when an ISE machine is sold, the installing agent registers
the serial number and other details with us. We then purchase a guarantee from AXA via an FSA
registered broker to cover that appliance. No other manufacturer operates this way.
This means that if the unthinkable were to happen, although incredibly unlikely and, we ceased trading
the insurer nominates an alternative parts distributor to deal with the factories who make our
machines. The local service agent continues to do any required repair work and continues to be paid
under the terms of the guarantee.
And, unlike many other schemes, our warranty is valid should the original retailer go out of business
as all our machines are covered by insurance.
Rare in the appliance industry, where many extended warranties are not underwritten by insurers at
all and manufacturers guarantees are only valid if the manufacturer keeps trading.
Don’t be fooled by the fact the brand on the machine is a long established household name. When
Servis UK got into financial difficulties in 2008 the bail out put together by the Italian government
to save the factories did not filter through to Servis UK, who folded leaving their customers with no
point of recompense.
With ISE that cannot happen.”So unless you were told otherwise you would read this, and it would be reasonable to assume that any new model would also have this cover. It doesn’t though make it any easier to get the cover, as it is not available to ISE. So you have been given an option of a refund. I have not yet paid and have to decide if I wish to proceed. I love the machine and the ethos of the company.
Re: ISE Insurance backed Warranty?
They have not got and so can not offer you an insurance backed warranty. Whatever you say, they can’t magic you up one. So either get a refund as offered, or accept it as is. I am not sure why you want to make life hard for yourself?
Re: ISE Insurance backed Warranty?
mbooth, the new washer doesn’t have an insurance backed warranty the old one did, I can accept that and they have offered to refund you, what more can they do? Not ideal but it is what it is.
I don’t think they were intentionally mis-selling they just were a behind in updating all literature (and probably trying very hard to get an alternaitive offer from an insurer at reasonable terms). I do agree though that until this thread any one would have reasonably assumed there was an Axa backed warranty, and to not be told otherwise when buying is a pretty poor show. But I stand by the comment that if the buyers of the old ISE10 have not had their insurance details, they should get them.
Personally, I have put delivery of my ISE10 tonight on hold for now and will think about how I proceed.
Re: ISE Insurance backed Warranty?
That seems such a feeble repsonse after all the effort put in previously to explain things. Just answer the question, if you go bust, what is the proof of warranty cover for prior purchasers of the old ISE10 and where do they direct a claim? A policy wording must exist with terms and conditions, why not put a pdf of it up? Or get a letter from the broker or Axa confirming purchasers of the old ISE10 are covered, and the basis on which they are covered?
And until I know more about the warranty fund, I don’t think I can spend £900 on something that could potentially be a 73 kg doorstop in a year should ISE fail and I have a major mechanical breakdown. I won’t buy a different machine yet as I would like an ISE10 – I just need more reassurance.
Come on, you need to reassure past and present purchasers and you need to do it quickly.
Re: ISE Insurance backed Warranty?
Here is one example of an Axa backed warranty:
which summarises the terms and confirms each policy holder will be sent a policy within 21 days. As the previous poster says, should you go bust how do they prove they have a warranty and who do they claim against? There must be a certificate per person, and you should be able to provide prior purchasers with a copy of the master policy. Or alternatively, the master policy will state that proof of purchase will automatically entitle the purchaser to cover under it. The fact that it is a commercial policy vs a domestic policy has nothing to do with anything and details of the policy should be available.
Any way, I don’t want to get hung up on past sales but still would like to better understand how the repair fund works for future purchases works and who would administer it. mbooth put it well earlier in the thread here:
“If this escrow fund is not sent up correctly in any way, and the unfortunate did happen and you did indeed fold, this money may vanish leaving no warranty at all.
I feel the only way forward on this if ISE can clearly detail the warranty, and provide certificates detailing this escrow fund and show it is in fact separate to your company. plus a way we can verify this? as all we have is company reputation and age.”
Is there going to be any more independently verifiable information on the warranty cover provided? Or are the prior comments on this thread all we are going to get? For example is the fund having a lump some deposited in it at day one? As other wise it does not work when we are at the early stage of sales ie 10 sold = £9,000 = £900 in the repair pot, not much for 10 years.
Re: ISE Insurance backed Warranty?
Kwatt that speech is all well and good but all the chap is asking for is documented proof of the Axa warranty. I do not understand why he/she can not have a warranty certificate if there is a warranty in place for the old ISE10?
“There are no individual policies as all the insurance was on a commercial footing and, at best, we’d get a policy reference number and that was all. this is why ISE originally issued the paperwork themselves as the insurer wouldn’t do it. So there’s no need for any concern there at all, it’s just the way it’s always been and seems to be operated within the industry as all the insurers do the same thing the same way it appears.”
Sorry I disagree. There may well be a master policy but each person should receive a certificate independently confirming their warranty coverage. I have plenty, typically either from Domestic and General or Axa for my products.
As to the position on the repair account for new ISE10s and how it is structured legally – I look forward to some sort of answer to my prior queries before deciding to proceed, or going for the “safe” route of a Miele from John Lewis for the same price virtually with a 10 year warranty. I like ISE and the product but need to know the 10 year warranty has substance.
Re: ISE Insurance backed Warranty?
Not saying the new way is not better, but please appreciate that on this site the ISE click through ad still says “A full ten years parts and labour warranty from AXA with all ISE10 washing machines and tumble dryers. Fantastic machines, fantastic value.”
To help me undertand can you post the information on the warranty that is due to be included on the new website? I assume this will detail the legal structure of the repair account and how it is ring fenced and administered in the (unlikely!) insolvency of ISE. Thanks.
Re: ISE Insurance backed Warranty?
Hmm, concerned to read this, I have an ISE10 due to be delivered tomorrow night and I fully believed this to benefit from a 10 year insurance backed warranty. Not quite sure what to do now, to be honest.
Re: New ISE10 CD601W Tumble Dryer
Martin wrote:Are these new machines on the ISE web site Ken?
Not Ken, but AFAIK they are not yet on the main ISE site, but the new dryer is up on the UKWG site here:
Re: New ISE10 CD601W Tumble Dryer
Thanks. We have a combined unit at the moment and use the dryer part may be once a month. I am reconciled to spending a lot for a bloomin good washer with a 10 year warranty, but less sure on the dryer. If we had it then obviously we’d use it in preference to radiators/bannisters/doors (and even occasionally the garden!).
Re: ISE appliances – some thoughts
Kwatt
Thanks for the detailed and honest comments, as ever. I think it is also worth saying that hander was a bit unfortunate to need a machine just as the new ISE10 is arriving in the country, so availability will be even less than the old ISE10 for a while until some stock arrives. But it will be great if the new website can up the game a little bit for supplier details.
Having many of the smaller repairer type bods as distributors, instead of big whitegoods shops, means you can’t always get hold of someone immediately, they may not have a website, and the email address is a freebie one eg hotmail/gmail. This can make you a bit nervous of dropping getting on for a grand unless you already know and have dealt with them. Dealing direct with UKW is an option for delivery, but then you don’t know really who you would deal with should a service issue arise.
