Manufacturer reluctant to send an engineer
Manufacturers and their service networks sometimes try to avoid sending an engineer by suggesting the fault lies outside the appliance – low water pressure, user error, or an installation issue. If the machine is under guarantee and producing poor results, you are entitled to have it properly investigated. Document the symptoms, rule out user factors, and if necessary escalate the complaint in writing.
Getting a manufacturer to send an engineer under guarantee can sometimes be more difficult than it should be. Customer service teams are often under pressure to filter out calls that might not result in a covered repair – which means customers with genuine faults can be redirected toward explanations that put the responsibility elsewhere.
Why Manufacturers Are Reluctant to Send Engineers
Under guarantee, the manufacturer bears the cost of any repair visit. If the fault turns out not to be covered – because it is caused by low water pressure, misuse, or installation issues rather than the appliance itself – they would normally charge the customer. Customer service teams are aware of this and will sometimes suggest external causes before authorising an engineer visit, hoping the customer will investigate those first and either resolve the issue themselves or accept the machine is not at fault.
This approach is not always unreasonable – genuinely low water pressure or a blocked inlet hose can mimic appliance faults and are worth ruling out. But when those checks have been done and the machine is still performing poorly, the manufacturer needs to take responsibility for the next step.
If the machine is completing its wash cycle without displaying any error code, most externally-caused faults – water pressure being too low, for example – are effectively ruled out. A machine with genuinely insufficient water pressure will detect this during the fill phase and abort the cycle with an error code, not complete the wash normally. Completing a cycle without errors is evidence the machine itself is functioning to a level it considers acceptable, even if the results are not satisfactory to the user.
Checking the Obvious First
Before pushing for an engineer visit, it is worth confirming that the fault is not caused by something straightforward. This both protects against being charged for a no-fault visit and strengthens the case if the manufacturer continues to resist.
-
Check water pressure at the tap – turn the tap fully on and confirm flow is strong. A confirmed normal pressure reading eliminates the water pressure explanation -
Check the inlet hose filter is not blocked – a mesh filter where the hose connects to the machine can restrict flow independently of mains pressure -
Check the pump filter is not blocked – a partial blockage can affect rinsing without triggering an error code on all machines. See our guide on the washing machine not filling with water -
Review loading and detergent – rule out user factors before concluding the machine is at fault. See our guide on washing not getting clean -
Note whether modern water levels are simply different from older machines – current washing machines use significantly less water than older models, and a small pool at the bottom of the drum is normal. See our guide on why modern machines rinse poorly
What to Do If the Manufacturer Continues to Refuse
-
Document the fault evidence. Photograph poor wash results, keep examples of inadequately cleaned laundry, and note exactly which programmes produce the problem and how consistently. This evidence is essential both for the engineer visit and for any escalation.
-
Record all contact with the manufacturer. Keep a written log of dates, times, names of representatives spoken to, and what was said. If the manufacturer gave incorrect information – such as claiming the fault was due to water pressure when it was confirmed not to be – this is valuable documentation.
-
Escalate in writing. A formal written complaint (by email with confirmation receipt) carries more weight than phone calls and creates a paper trail. State clearly that you have ruled out the external causes suggested, that the appliance is under guarantee, and that you require an engineer visit.
-
Reference your consumer rights. Goods must be of satisfactory quality under the Consumer Rights Act 2015. A washing machine that does not wash satisfactorily has not met this standard regardless of whether an error code is showing. See our guide on consumer rights and faulty appliances.
Be aware that if an engineer attends and cannot reproduce the fault, the manufacturer may attempt to charge for the visit. Having documented evidence of the fault – photographs, written records of when and how it occurs – gives you the strongest possible basis to dispute this charge. See our guide on being charged when an engineer finds no fault.
Need to Book an Independent Engineer?
If the manufacturer continues to refuse under guarantee, an independent engineer’s diagnosis may help establish the fault exists – which can then be used to pursue the manufacturer further.
Related Guides
Can They Charge Me If the Engineer Finds No Fault?What to do if the repair company threatens to charge when no fault is found – and how to protect yourself.
Consumer Rights and Faulty AppliancesYour rights under the Consumer Rights Act 2015 when an appliance fails to perform satisfactorily.
Washing Not Getting CleanAll possible causes of poor wash results – ruling out user factors before escalating to a manufacturer fault claim.
Why Do Modern Washing Machines Rinse Poorly?How low water usage in modern machines affects rinse quality – and what the expected water level actually is.
Frequently Asked Questions
The manufacturer keeps blaming external factors – what can I do?
Rule out each suggested external cause systematically and document that you have done so. If the manufacturer suggested low water pressure and you have had this confirmed as normal by the water company, that is documented evidence their explanation was incorrect. Once all suggested external causes have been eliminated, write formally to the manufacturer stating this and requesting an engineer visit under the guarantee. Reference the Consumer Rights Act 2015 if the machine is not performing satisfactorily.
Does the machine have to show an error code for there to be a fault?
No. Error codes are generated when the machine detects specific measurable conditions falling outside expected parameters. A machine can perform below a satisfactory standard without triggering any error code – for example, washing at too low a temperature, rinsing inadequately, or producing poor results due to a partially faulty component that the machine’s sensors do not detect. The absence of an error code does not mean the machine is working satisfactorily.
Can I use an independent engineer to help my case?
Yes. If the manufacturer refuses to send their own engineer, an independent engineer’s written diagnosis confirming a fault exists can strengthen your position significantly. This report can be used to pursue the manufacturer under the guarantee or, if necessary, through the consumer rights process. The cost of the independent diagnosis may also be recoverable if the manufacturer is found to have been unreasonably refusing to honour the guarantee.
2 Comments
Grouped into 1 comment thread.
washer help, thank you for your helpful reply, i use two washing powders, 1 for whites and one for coloureds. i have taken out a five year guarantee with comet. ( the machine is 18 months old ) the machine is high maintenance, calogen, occasional crystals and monthly machine cleaner, there can not possibly be enough water in the machine to give good results. the main purpose of a washing machine is to give good results, not save on water. my machine is ruining my clothes / towels. after one more attempt with comet ( their last visit, they sold me powders ) i intend to dump the £500 machine and buy a reconditioned hot and cold fill for £100 and odd pounds. the makers that decide to bring back the original machines will do a roaring trade.
Likely replying to barbara flatts
Hello Barbara: Their object today is to give good results using the least amount of water possible, a trend which started over 15 years ago and has got worse. There are lots of sites ranking washing machines on how much or little water they use and encouraging consumers to buy the ones using the least amount.
I personally think it’s gone way too far, but consumers do fall for it and get suckered into buying one washer over another because it uses a few litres less water. Manufacturers have designed drum paddles that scoop up water and sprinkle it on top of the laundry, or pumps that pump water from the bottom up to the top of the drum to spray water over the top of the laundry. These methods both allow less water to be used, they claim it’s like the difference between having a bath and a shower.
They also soak laundry for longer to help get better results in less water and most of them don’t rinse as well as they used to before. At the end of the day most modern washing machines claim to use a lot less water than they used to. Whether this is related to your poor wash results or not is hard to tell but if it’s not fit for its purpose and can’t wash properly you should be entitled to a refund under the Sale of Goods Act.
Many modern washing machines have so little water in them on wash you can hardly see any water when it has laundry in. It’s around 15 years back that washing machines used to fill with enough water on wash to come 2 or 3 inches over the bottom of the door glass. On rinses water used to go half way up the door glass but these days that would be considered extremely extravagant.