[mbooth]

Re: New Look ISE webiste

Also want to say well done!, looks a great new site.
and fills in a lot of the answers to questions everyone has been looking for!

good luck to ISE may you sell many machines!

Happy Christmas to all!

[mbooth]

Re: ISE Insurance backed Warranty?

After having a great chat to John Hopwood on Friday, my fears have quickly disappeared.
As I understand with the introduction of the new models, the warranty Insurance change, all came at once, and ISE are in a transition period. which all companies go through, but due to the small size of ISE makes this more of an issue.

On mine & other new warranties we have been assured all current purchasers of the new ISE range will be sent an email or letter confirming a new certificate will be out, as soon as the new warranty system has been decided upon and set up in the next few months.
As detailed by John in his post on Friday.
I hope this will also restore faith for any new purchasers, and stop any more
confusion on the new warranty side.

Now for the older warranty, if ajsdoc could contact the broker maybe tomorrow with his reference number and get confirmation of the 10 year cover, and it’s terms, and reply back on here, this should hopefully close any confusion on this also.

I also appreciate Ken’s and John’s posts on here, but as we have all found confusion and misinterpretation can quite easily be read into anyone’s reply on here. so sometimes all that is required is proper conversion.

I wish ISE all the best for the future as I feel this is the way all companies should be forced to run in the future, and stop building rubbish throw away products!

And many thanks to all the views and contributions from all parties as I hopped we have all gained the outcomes we are after from this.

Merry Christmas, and a Happy New Year to all!
M Booth

[mbooth]

Re: ISE Insurance backed Warranty?

Many thanks derbyhoppy
you have restored some of my faith in ISE.

I want to keep my 1607W but would like the following if you can help organise this.
A new Guarantee Certificate, including details of said trust fund (account numbers) and who runs the fund? and my serial number also has a claim over this in the event of warranty claim.
A telephone number on which we would call if the un-thinkable did happen to ISE
this could also be a way we could verify this system also.

I think this would stop any more issues around warranty, and you could keep the ethos of a separate to your company warranty trust fund!

Also on my current certificate it is a bit confusing on the back states
“1. This guarantee covers the cost associated with the mechanical or electrical breakdowns which occur through normal use of the appliance”

But then go on to say
“10. The ten year parts guarantee covers the failure of components listed below-:”
lots of parts listed, cannot see drum, belts, bearings, shock absorbers mentioned etc.

The two seem to contradict each other, if this is truly an inclusive warranty, why is there an need for part 10, and a few major parts seem missing?

Many thanks.

[mbooth]

Re: ISE Insurance backed Warranty?

Quickwash, I also find myself looking back on my own post’s and see anything Rude, maybe frustrated and disappointed.
but this is a genuine question asked by all.
Are the previous owners covered by an insurance policy at what are their terms.
And what are the new products covered by, it seems only ISE at present!
No escrow fund at the moment! will there ever be?

I myself have felt pressured and why are you questioning this and just get a refund if you’re not happy, that’s also not on in my book, why should it be my problem, and why should I and others on here not get what they thought they paid to receive. (reassurance)

sorry but you cannot call a 3 month knowledge of this not an error but a major error in fact, as this is a major shift of ISE’s ethos from “we are different to the other companies due to our insurance backed warranties to well we are like the others at present” well until this so called escrow is set up?

Sorry but for this to be dropped on us all in this way is not on, and even after calling yesterday and speaking to Dave @ ISE was meant to get back to me about the insurance, and asking on here for a formal channel, and nothing no call’s or anything.

I decided to call Consumer Direct before they closed, and spoke to a lovely Lady, who advised me of what I should do next, which I will be following up tomorrow with ISE, but she was greatly concerned over the Insurance policy confusion on new and old sales, and has referred this to ISE’s local Trading Standards for clarification.

So hopefully we will all get the answers we are looking to get.

[mbooth]

Re: ISE Insurance backed Warranty?

AnotherGareth, can you provide please provide me with the links to these differences? as this depends on where you saw the information and where I brought it from and what I was told.
I only had reference from the http://www.iseappliances.co.uk/
and emailed the installers in my area.

I am more worried now about other people buying and thinking the same as myself.

[mbooth]

Re: ISE Insurance backed Warranty?

Your right Jaunty, we know that now after we both purchased our machines.
but this was after the contract has been formed, not before!
I believe we both are still due the AXA warranty and so is anyone who still buy’s as not everyone reads these forums, until it clearly states in all pages & documents on the ISE website the newer models are excluded from this and how they are covered, more people will buy thinking what we did full AXA insurance backed warranty.

how is that right for the consumer?

I just had a look and it is still all over the ISE website.

Example: If I brought a 2010 reg car from freds local garage and he advertised on his website all his cars came with a 10 year insurance backed parts & labour warranty from AXA, you paid and drove off in it. then you receive you your document through the post but from Freds Garage co, no mention of AXA or insurance. you call and told !
“oh that’s only on 2009 model’s not 2010, it’s a new escrow fund and totaly safe!”
But no mention of this on his website company documents
What would you do? (I think it would be I want my warranty?)

You yourself Jaunty could still accept the machine, as you brought under this premise and formed the contract, or were you told before you paid?

I think I may have to go down more official channels now in ISE If someone could provide me with this, as like the machine want to keep, but want the insurance backed warranty!

[mbooth]

Re: ISE Insurance backed Warranty?

I completely disagree with you Kwatt.
The New ISE 10 1607W has been portrayed as having this Insurance backed warranty and you have done nothing to put this right.
In your brochure I again quote

Unlike other manufacturers when you buy an ISE appliance
our guarantees are underwritten by AXA which we link to
the serial number of your machine. This means no matter
what happens to us in the future your guarantee is valid
and protected.

You have grouped any of your products into this, even future ones.

You are completely missing the point here and your reputation is taking a massive hit, not sure of what other people this about this?

I want you to survive but I also want reassurance that my 1607w is covered to what I thought I was buying. and that I have value for money.

I was also considering the ISE10 tumble dryer, and now off my list!

by your comment on

No-one is taking this into any sort of legal thing at all, unless that’s your intent mbooth?

I hoped it would not have come anywhere near to that, as you would want to make all you customers happy. and restore your reputation, but feel your telling me that’s the only way this will be solved!
Sorry do not like the tone on that!

Is it too much too asked for what I thought I was buying?
It is not our fault you company policy changed but you neglected to inform us.

[mbooth]

Re: ISE Insurance backed Warranty?

I am shocked Kwatt by your response.
it’s not a matter if we trust ISE, this is now getting into legal realms.

I am no solicitor, but know if I purchase something it has to be “as described.”
I myself purchased an ISE 10 1607W washing machine which came with a 10 year insurance backed policy, (the insurance policy is also a tangible product) this makes up the price of £899

I now find I no longer have an insurance product on my 1607W, and no cover until a separate escrow fund is set up, is my complete product worth £899? and what happens until the fund is set up?

Yes you have fully complied with the law and said I can have a refund, but I believe I am in my full right plus all other previous buyers to our insurance policy cover documents also? (I will get this checked out with my local trading standards), as do not want to be quoted on this till it is confirmed!

[mbooth]

Re: ISE Insurance backed Warranty?

I fully agree with Jaunty,
Previous owners should be fully entitled to a policy document

From your own ISE brochure, you indicate you do it for every machine separately.

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.

http://www.iseappliances.co.uk/downloads/isebrochure2.pdf
This is also a massive U-turn on this as you dedicated a whole section to why this is such a good system?
Do you have a copy of the new brochure and have you explain your new escrow system in the same way?

you say this has been known since September of the move to Escrow,
I have been through all post on here and on your website and found not one mention, in fact not even correcting someone on a post on Nov 10th

by hander -ISE appliances – some thoughts –
ISE is a small outfit. The guarantee for ISE is insurance backed (good but is Miele going to go under in 10 years? My intuition tells me not).

Sorry Kwatt going to have to quote you also

kwatt – The ‘Reason’ Washing Machine –

——————————————————————————–
I just wonder, not reason…

Who are they as I’ve never heard of them and that’s pretty unusual.

Who underwrites the 10 year warranty, if anyone?

Who is servicing it?

Where and who is building it?

Who is bankrolling it?

So may questions… no answers.

K.

You yourself questions an unknown brand and asks the same questions as we are asking to your company now.

I myself would like to keep this machine, so would all that have received one, but we must have proof previous people have cover.
and how the new system works for us new adopters.

This is ISE’s chance to put things right, no waffle or we can’t do this or that.
We know the reasons why you changed it, sounds good to me also.
But let’s see how this is put into practice !

[mbooth]

Re: ISE Insurance backed Warranty?

Many thanks to John Hopwood, for explaining this himself!

But I am sure everyone on here would agree this should of been detailed before any new units were even sold, as it is clearly false advertising.

I am in the same predicament as Jaunty on what to do?

The first reason I brought was I am sick of throw away appliances, second was I know I am covered by external insurance for 10 years.

As for a new company like yourselves to break into the high end market with the likes of Miele, you need an edge I feel the insurance and no parts mark-up was it!

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. (slightly tainted at present)

Else I can see not just myself but many on here returning their units.
And you also struggling to sell any more, which may indeed cause the unthinkable of closure to happen.

I don’t want this as I think your company ethos is brilliant and hope more do follow you.

If anyone else could give there opinion as I am stuck!

[mbooth]

ISE Insurance backed Warranty?

Hope Kwatt can answer this one.
Received my ISE 1607W last week from my local independent dealer, had excellent service, even had 1 in stock.
Very impressed with the machine! and so is the wife!

Just received my Guarantee certificate through, but no mention of AXA insurance, not even a policy number? also lists certain components that are covered, but can see no mention of main drum, barring’s or shock absorbers?

Called ISE and spoke to Dave, who says it can take months to get a confirmation of insurance? he is looking into what can be done for proof this machine is in fact insurance underwritten.

As you can expect quite concerned as this is one of the main reasons myself, and many people on here buy from ISE, plus also looks like it may not be a fully inclusive guarantee as only certain parts are in fact covered?

If you could comment and explain the warranty and parts that are covered?
And why we do not recieved an insurance document

Thanks!

[Author]

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