How to get faulty washing machine exchanged

Angry-customer-2 What are our consumer rights related to washing machines and white goods appliances that break down? Especially soon after purchase. Trying to get an appliance exchanged can be stressful and difficult. So before we jump in and angrily demand a replacement, it’s best to try to look at the subject objectively.

Both the customer and retailer’s points of view are explored in this article. Note that I am talking only about UK consumer rights.

I don’t want my washing machine repaired – I want it exchanged

Many customers want an exchange if a washing machine breaks down when they haven’t had it very long. Especially if it’s very soon after purchase. Unless a retailer had a 28 day exchange policy this used to be difficult. But the new Consumer Rights Act 2015 now makes this very simple. It says that if a new appliance goes faulty within 30 days we are entitled to a full refund if that’s what we want.

Is the washing machine really faulty?

However, before jumping in, try to make sure there is definitely a fault on the appliance. Make sure that the fault is not caused by faulty installation or a user fault. Failing to read the instruction manual causes a lot of avoidable problems. As an engineer, I know that a substantial percentage (if not the majority) of all calls to a new appliance within the first week are likely to be user faults or installation faults.

If it’s a washing machine check this list that I have compiled separately, is the washing machine actually faulty? It shows 9 examples of “faults” that are not washing machine faults at all. They are all caused by installation or user errors. Remember, you can be charged if it turns out to be one of these faults, so it makes sense to check it.

They won’t exchange any appliance without sending an engineer to check it first

It’s easy to see why it’s highly unlikely anyone will exchange an appliance simply because it’s reported faulty, once you’ve read the list mentioned above. It’s almost certain an engineer will need to inspect and confirm it is genuinely faulty.

Can I insist on an exchange if the washing machine IS faulty?

The Consumer Rights Act 2015 gives us the right for a full refund if an appliance is faulty within the first 30 days. If the appliance is genuinely faulty, you can request your money back.

You should stop using it and reject it. Some major retailers have exchange policies where they will exchange an appliance within the first 28 days without much hassle. This has nothing to do with any consumer rights though. It’s a commercial good-will policy decision.

The sooner a fault occurs, the more likely a retailer will exchange it. They tend to get very reluctant after roughly a month. The Consumer Rights Act 2015 says that faults within the first 6 months are inherent. This means the fault must have been present when sold, even if it didn’t show before. The retailer must prove otherwise. So if a substantial fault occurs within the first 6 months, you have a better chance of getting it exchanged. After 6 months, it is extremely difficult to get an appliance exchanged, even if consumer law says you are entitled to it.

Should you complain the manufacturer?

Under UK consumer law, the manufacturer is not responsible. Only the retailer has any obligation regarding faulty goods. A manufacturer has an obligation to honour their guarantee. But they have no obligation to exchange faulty appliances. Neither can they give your money back because you gave it to the retailer. Some manufacturers will get involved. They will sometimes offer to exchange an appliance. If they offer something acceptable, that’s fine. But if they don’t, remember the retailer is bound by the Sale of Goods act. It’s them you should be negotiating with. (Related: Why can’t I complain to the manufacturer? They made it so aren’t they ultimately responsible?)

Retailers can sometimes insist on repairing – not replacing an appliance

Rejected Automatically rejecting a washing machine over any fault is not necessarily a good idea. It’s common to instinctively want to reject something that breaks down the first time you use it, or within a short time of buying. As customers, we often appear to undergo a psychological rejection of goods, which is not based on any logic. It’s almost as if the washing machine is cursed, and doomed to constant failure so it must be got rid of.

Try not to lose sight of the fact that any product can develop a fault. It doesn’t mean there is something seriously wrong with it. It doesn’t mean that it will never stop breaking down. Bear in mind that a minor repair may be considerably more convenient for all concerned, including yourself. What’s the point for example of going through all the hassle of getting a washing machine exchanged if it can be fixed in 5 minutes with hardly any effort?

Also bear in mind that a retailer can insist on a repair if they can show that replacing the appliance is disproportionately more expensive than a repair.

You might be entitled to reject it if the product is faulty from the start, but it makes sense to just see what the fault is first. Some faults can be pretty minor and hardly warrant a total rejection.

There is sometimes a stalemate caused by conflicting statements in the Sale of Goods Act. It gives us the right to reject a faulty product, but also gives retailers a right to repair it if it only has a minor fault.

Faults within the first 6 months are deemed to have been present when sold

As previously mentioned, a new amendment to consumer law has shifted the burden of proof of a fault from the consumer to the seller. This is only applicable within the first 6 months. This means a fault within 6 months is automatically assumed to be an “inherent fault” unless the seller can prove otherwise. It’s as good as saying if a new part can’t last a mere 6 months, it must have been faulty (or of sub-standard quality) when it was fitted to the washing machine. So it was therefore sold with an inherent fault.

Why are retailers so reluctant to exchange a faulty appliance?

This could be why – Is the sale of goods act too hard on retailers?

Faults on appliances out of guarantee

Once the appliance is out of the manufacturer’s guarantee you will always be told that you have to pay for a repair – even if The Consumer Rights Act 2015 shows you are entitled to a free repair or compensation. You can be entitled to a free repair or partial refund long after the first year.

It will depend on all of the circumstances, but you can still be covered by UK consumer law as this article describes Out of guarantee even by a long time doesn’t always mean you should pay

The Consumer Rights Act 2015

Some people think that because the Consumer Rights Act (formally Sale of Goods Act) gives us up to 6 years (5 in Scotland) to claim compensation it means we have a claim any time it breaks down within the 6 years. This is definitely not the case. Read this article here – Consumer Rights Act (formally Sale of Goods Act) gives us 6 years to claim for faulty appliances

Which? Consumer Advice special offer

I’m not a consumer expert. My consumer advice is my personal understanding based on a long study and research on the subject coupled with my 40 years experience in the trade, and years of writing and advising on my web sites.

Which? are a great source of independent consumer advice and product reviews and you can benefit from their highly respected opinions and experience online – you can usually get a special offer trial offer – (Why subscribe to Which? )

Distance selling regulations

You have additional rights if you buy your appliance over the internet or through a mail-order catalogue. Read this article for more information on Distance selling regulations on returning appliances

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165 thoughts on “How to get faulty washing machine exchanged”

  1. Tamera Morrison

    I purchased a Whirlpool Top Load Washer back in August 2020 at Lowe’s in Baytown Texas and also purchased 3 yr. Protection Plan. Since this date, I have consistently had service reports for same problem (water pump & control panel goes out) for which the LPP. The last service incident was 11/25/2022 and the repairman ruled “non-repairable” due to history and submitted for replacement. However, LPP insisted that once again these parts be replaced! I have since sent emails to both Lowe’s and Whirlpool to no avail. Today, the same problem occurred once again and I had to call for service. Once again they claim I’m not eligible for replacement. Any advice?

    1. Andy Trigg (Whitegoodshelp)

      Hi Tamera. This article is only about UK consumer rights. I have no idea at all about consumer rights anywhere else. I would assume that if you have anything similar to the UK consumer rights act, then your rights will be against the retailer. But I literally have no clue about the US sorry.

  2. Hi Andy. I am struggling to get any meaningful response from LG about a Washer Dryer that has been faulty since delivered. I would appreciate some advice on what I can do next?
    A bit of a long story but here is the precised version: bought the machine end of January from LG online with a credit card, delivered 2 February, reported the fault that the Washer Dryer did not dry on 11 February, engineer comes around on 23 February and cannot find the cause of the fault. I give LG Customer Services the opportunity to put things right with a replacement but after several weeks of no communications about the replacement THEY suggest on 12 March that I can have a Return and Refund. So for a month now I have had nothing from LG Support except that the issue is with another Department, who for some reason are not contactable by me!?!? I have this feels I am being held to ransom (in reverse, if you see what I mean) …. by not collecting the machine LG are holding up my refund that I am entitled to. My question is, how long can this go on and how do I get LG to start taking some kind of action or talk to me about a proposed return date?
    Anything you can give me to help would be gratefully received. Thanks, Pete.

    1. Andy Trigg (Whitegoodshelp)

      Hi Pete. It sounds like very poor service. There should be two departments, one for the service side, and one for the retail side. There’s no reason why you shouldn’t be able to complain directly to the retail department. They are the ones who you paid, and they are the ones with responsibilities under the Consumer Rights Act 2015. The service department is only obliged to carry out repairs under the guarantee period.

      Did they find no fault, or found a fault but couldn’t work out what was wrong? The latter seems very unusual. If they found no fault, that could explain their reluctance to refund. If they couldn’t fix a fault that they acknowledge was present, then you should have been entitled to a full refund immediately.

      1. Hi Andy, thanks for the response.
        I agree there should be a different number for different departments, but there does not seem to be in this case! They all go through LG Customer Service who yet again (updated today) have fobbed me off with the usual, “it is with another department” excuse.
        I have asked for a copy of their complaints procedure, to see what I can do next.
        The repair man took the machine apart to look at the condensing unit and found nothing (well it is brand new, so that was expected!). He then stuck in a dry kitchen towel, turned the machine off after 5 minutes and the towel came out dry! I tried to tell the issue is with a full dry cycle or a wash and dry, but he didn’t seem to have time to run those cycles! He also stated that if I had an issue with the machine, as it was within the first 30 days I could just ask for a replacement or a refund (which I did and have been for months now!).
        How can I get a full refund “immediately” when there is no one in LG to talk to about this …. that is the issue? They use Customer Service to stop you talking to someone who can actually address the issue.
        Kind regards,

        1. Andy Trigg (Whitegoodshelp)

          Hi Pete. Yes, for me, it seems to be that your problem is that they didn’t find a fault. Even if you’d bought the appliance from a normal retailer, they too would be refusing to replace it because they have found no fault.

          I fear it is quite common for engineers to advise customers to get in touch with the retailer and ask for a replacement. It is disingenuous because they must know that you are not going to get a replacement unless they have written down on their paperwork that there is a fault. They say it because it gets them off the hook, so to speak. As soon as they say that, customers are content, the engineer goes on his way with no further confrontation.

          But the reality is that no one is likely to replace an appliance if an engineer has been out to look at it and found no fault. What happens is, a customer gets in touch with the retailer and says I bought this appliance from you, it’s gone faulty, and I want it replacing or my money back. The retailer will always then say you must get an engineer out under the manufacturer’s guarantee to inspect it and confirm that it is faulty.

          No retailer is ever going to replace an appliance just because a customer rings up and says it’s faulty. To be fair, even if an appliance has 100% broken down, the fault could be caused by a user error, or a faulty wall socket, or by various other things that are not covered under the guarantee.

          So it is fair to say that it is normal and acceptable for retailers to require this. When an engineer is called out, if they find a fault then they report a fault, and presumably give some sort of documentation to that effect. A customer then get back in touch with the retailer with evidence that there is a fault. It may even be possible for some engineers to have the ability to set these wheels in motion themselves. When I worked for Comet, I used to visit washing machines that were still under guarantee and purchased from Comet. I often reported back to my manager that an appliance needed replacing and things were in place to facilitate this. I would be surprised if this is not the case with LG.

          The problem in your case though, is not only that you cannot speak to the retail section, which is not really acceptable, but that clearly the retail section has been told by the service section that they could find nothing wrong with it, and in fact put a towel inside and it dried it okay.

          So it may well be that there is definitely a fault. And it also may be, that the engineer just did not test it properly. But you are currently stuck in limbo, because unless an engineer confirms there is a fault on the appliance, it is likely that the retail section is going to be unwilling to replace it. However they should at least have the decency to tell you this instead of messing you about.

          The only thing you could try to do is to insist that the engineer told you to contact them and arrange for it to be replaced. Unfortunately, if he hasn’t left any paperwork that mentions any fault, or this advice, there is every chance they will continue to be stubborn. But you should make it very clear that it is unacceptable for their engineer to advise you that you are entitled to a replacement if this is not the case.

          After that, I would imagine you would need them to send an engineer again to try and find a fault. That is if it is definitely faulty, and you are sure that you are using it exactly as described in the instruction booklet (presumably you are aware that you can only tumble dry about half the amount of laundry that you can wash, and therefore need to take half out before drying?).

          On that note, exactly what happens when you put it on a drying cycle? Does the drying cycle complete as expected? Does it constantly take in a trickle of cold water and occasionally pump the water away? Does the laundry come out cold, or hot and wet?

          1. Andy, thanks once again for a most comprehensive response. To answer your questions at the end: the machine completes the drying cycle as expected but the clothes/towels come out soaking (see today’s little Youtube video of the issue …; yes, it does take in water and occasionally uses the pump to drain water; the laundry comes out hot and wet …. providing you don’t wait for the cool down period (which can be hours with this machine!).
            Today I talked with Citizens Advice who have sent me some pre-formatted letters to complete and send to LG. I have also been in touch with my Credit Card company to see if they can do anything with respect to the Consumer Rights Act 2015 and get the transaction refunded through them (however, I was told they are 4-5 weeks behind on chasing these cases!).
            Anyway, another week goes by and I still have a faulty Washer Dryer that LG have me over a barrel with …. I hope this thread helps and warns people of some of the pitfalls of buying from LG direct and their atrocious customer support.
            Thanks once again for all your advice.

  3. Hi I bought a candy i’smart washing machine in November 2022 so not even 6 months old, everything was fine until last month when the drum was banging around, rubber seal had come away, blue arc inside the drum. Long story short, I had the door, circuit and motor replaced as the engineer said it was a known fault, worked fine for a week and then another fault. It didn’t spin or rinse and was on the last minute for 20 minutes and then an error code appeared on the panel E08, called Candy who said it the was motor and an engineer would be out to ‘fix’ again. The first engineer who came said they know about these faults and just keep sending engineers out to fix. Can I insist they replace or am I stuck with a washing machine known to be faulty.
    Thanks Lisa

    1. Andy Trigg (Whitegoodshelp)

      Hello Lisa. Read my article consumer rights act and white goods for further understanding of our consumer rights. In this article it states that if the washing machine is less than six months old, then it is up to the retailer to prove to you that there isn’t an inherent fault. It sounds like this would be very difficult for them to do, especially with the comments from the engineer. They could just say that they can’t accept hearsay as if he hasn’t written it down, which is very unlikely, then you have no proof that he actually said that.

      I would go back to the retailer and complain that it has had two major faults within six months, and that the engineer has said it is a known problem, and you require a replacement or refund under the consumer rights act 2015. If they don’t accept this, tell them that as the washing machine is less than six months old when these faults happened, they need to prove that these faults were not present when they sold it to you.

  4. Hi Andy
    We have a 10.5KG+ Samsung W machine. Approx 14 months old. Purchased because it should be heavy duty.
    The door seal has failed and is leaking.
    The seal has a nibbled shape out of it which is the same shape as the door moulding.
    Many people have complained about exactly the same problem on the samsung forum. Some people complaining that their seal failed within weeks/a few months.
    It is clear from the shape of the missing bit of seal AND the many complaining about the exact same shape of seal breaking off, that the machines are either engineered incorrectly or have a seal design or material flaw.

    Yet with all that evidence (i mean c’mon that the missing bit of rubber is the same shape as the door moulding!) Samsung and the retailer are sticking to the mantra that the seal is a consumable part and its wear and tear.
    They want us (and all those other complainants) to foot the repair bill. – notwithstanding the point im arguing, who knows how soon it will happen again as the door mould will be the same shape putting undue stress on that part of the seal (unless they have upgraded the seal)

    In my view, the machine part manufacture or design is flawed or faulty and so renders the machine not fit for purpose.
    We’ve been arguing this with Samsung and AO for 2 weeks now, with increased stress and problems keeping clothes washed at a laundrette – We have 4 young kids.

    Its not as simple as ‘just pay for the seal.’ The machine was expensive and we have a low income. Surely we should expect more than 14 months out of a machine that is surely made for heavy duty use being for 10.5kg loads. (even if it was wear and tear – which it is not).

    Do you have any advice?
    I have asked for esculation to an ombudsman but its all taking ages and of course all the while we are struggling with washing.

    thanks for the page and its advice so far.

    1. Andy Trigg (Whitegoodshelp)

      Hello Darren. I could be wrong but this sounds familiar. Someone might have mentioned it elsewhere. A washing machines door seal is definitely a part that is subject to wear and tear. But this does not exclude it from the possibility of a claim under the sale of goods act 2015. Just because a part eventually wears out, you can’t say that any fault on it, (no matter how young the part is, or no matter what the nature of the issue) could not possibly be caused by faulty workmanship, faulty design, or poor quality build.

      So just to be sure, the only thing that they can honestly say, is if the part has worn out through normal use, then it should not be covered. But of course part of the consumer rights act 2015 states that products should be of sufficient quality, and should last a reasonable time. So, even when it comes to what could be described as wear and tear, they cannot exclude the door seal if it has worn out through normal usage in an abnormally quick, and unacceptably short time. A door seal should be of sufficient quality to last a “reasonable time”.

      In a case like you describe, it sounds like the door seal has become damaged rather than has worn out. This is actually quite unusual. I have seen it before, but rarely, and have always put it down to something getting trapped between the door glass and the rubber. In this case it’s difficult to comment further because I do not know the extent of the part that has torn, and exactly where.

      Would you be able to send me a photograph? Just contact me using my contact form at the bottom of the page. I will reply and you can then attach a photo to an email.

      1. Hi Andy

        Thanks for the reply . Much appreciated.
        You echo my thoughts on the matter.
        I will respond with a few pics.
        I can also point you to the samsung forum where many have EXACTLY the same damage.

        Look forward to your reply
        Thanks again

  5. Hi Andy, I purchased a Samsung Series 6+ washing machine, 11kg load, 1400rpm spin for £769.00 in December 2022 from John Lewis. At the start I put about 6-7 kg mixed load of cotton clothes, and the washing machine continued to run in addition about 3hours and 30 mins to the time it was programmed to run. I wasn’t using the washing machine much but this happened again in February 2023. I contacted John Lewis by the number they provided via WhatsApp. They replied, “My understanding is the program adjusts based on the current load.” They also sent me a link to the online manual. I am an educated person so I started to follow the instructions carefully and started to put small amounts of clothes i.e cotton clothes together- towels together etc in small loads to avoid the same problem happening again. I also started to experience on the cotton clothes that the detergent was being left on the clothes and last month a clothing item was torn apart aswell eventhough that wash was very few items and a quick wash for about 10-15 mins. This month in April I noticed water leaking when I was putting the washing machine on. As soon as I realised the water was actually leaking out of the washing machine, I contacted John Lewis about it. They gave me the telephone number to contact Samsung and replied, “They will be able to arrange for an engineer to come out and look at the washing machine and hopefully get it back in working order again. There is no charge.” However, when I rang Samsung they said I have 2 year warranty, I have to pay for an engineer to come out and to inspect and also said I have to pay for the rubber seal to have it replaced because it’s not included in the seal. The case handler also said, I haven’t been following the manual instructions properly and also I have overloaded the washing machine with clothes and the seal has broken. I felt she was making the whole situation more difficult for me as she came to know about my health issues. This call upset me so I rang back Samsung again and complained about her. I have still got evidence of the text messages with John Lewis regarding the problems I reported to them regarding this washing machine as I’ve never used the washing like that. Please can you advise me what to do? I saved money to buy this expensive washing machine because I thought since I have got serious health issues, I assumed I was buying a good quality washing machine at that price. Also I am in my late 40s and this isn’t the first washing machine I’ve purchased. I’ve been using washing machines since the age of 18 years. I always read manual instructions and when taking clothes out, I’m only take out one item at a time. I just feel like having a replacement or my money back. I have read Darren’s comment here in this month aswell and I agree with him, a lot of people are having problems with the rubber seal. I really do believe that the rubber seal is of low quality compared to the price I’ve paid. Please also let me know how I can send you pictures of this issue. Thank you very much. Much appreciated.

    1. Andy Trigg (Whitegoodshelp)

      Hi Hajan. Send me an email using my contact form at bottom of page. I will reply, and you can then reply to my email attaching the photos.

  6. Andy Trigg (Whitegoodshelp)

    Hello Hajan. Thank you for the photographs. I have uploaded the one showing the damage to the front of the door seal for everyone to see.

    I have seen damage like this in the past, though it was on other brands of washing machine, and I’ve only seen it a few times. It is very difficult to be sure exactly how this happens. As an engineer, you look at things very logically. And logically, it’s just not something that should happen. The front of the door seal (the flange) does not move, and because the back of the door glass presses against it, nothing should be able to reach it in order to cause any damage.

    I remember concluding that maybe something got trapped between the door seal flange and the back of the door glass when the door was closed, and then when the drum started to revolve this item got yanked back into the drum causing the damage. But this purely speculative, and not something I can be certain of at all. In fact it seems very unlikely that someone would be able to run the laundry inside the drum, leaving a part of a towel, or a sleeve hanging over the door seal and then subsequently closing the door over it never noticing. It’s obviously possible but it seems like an extremely rare possibility.

    If the door flange has gone sticky and tacky, prior to this damage then that could explain how it has eventually got into that state. Though for the door flange to go sticky and tacky like that it usually has to be attacked by some sort of adverse chemical reaction, and is not something that is known to be able to happen on its own. This would be something on the laundry, or some cream someone could be using for example. Basically something that is introduced inside the washing machine that is not fabric softener, nor washing machine detergent, or ordinary dirt.

    There is every chance that any engineer that sees this would also be unable to really account for it in a logical way. So in these circumstances it is very common for an engineer to blame overloading, or some other issue introduced by the user.

    My problem with blaming overloading, and I’m not saying that it can’t be that, is that I struggle to see how any laundry that is inside the drum could rub against this flange during the cycle. Once the door has been properly closed, the door glass should press completely onto the rubber flange and create a watertight seal. If I look at my Miele washing machine, I can see that the entire rubber flange section is completely covered by the door glass.

    One way that I can envisage an issue, is if by any chance the rubber flange on this type of washing machine is not completely covered by the door glass. In other words, the door glass presses against the lower half of it, which creates a watertight seal, but maybe the top half of this flange sticks out? If that was the case, then obviously any laundry being dragged around in that area could rub against this flange and cause damage.

    If this can be seen to be the case, then there could be an argument for it being a poor design. Unfortunately, the manufacturers are likely to still insist that it only happens if the drum is overloaded. But the design of the door seal and the door glass is supposed to keep laundry away from this section altogether. It’s definitely not what I would class as a normal issue.

    1. Andy Trigg (Whitegoodshelp)

      Also, I’ve been looking through your other photos again and this one which shows an item of laundry twisted into knots and torn, has the washing machine caused this knotting and twisting?

      If so, then it looks very much like some items have got trapped between the door glass on the door seal during the wash cycle and spin, which in my opinion should not be possible. As I said in my previous reply, once the door glass has been closed, firstly the shape and design of the door glass should prevent laundry moving forward and keep it away from the door seal. And secondly, the bottom of the door glass should press firmly up against the whole of the door seal’s flange to create a seal.

      Even if a washing machine is overloaded, I don’t see how laundry should be able to get trapped (possibly between the bottom of the door glass and the door seal. So there may well be something about the design of this particular washing machine that causes this problem. But I cannot say with any confidence that this is the case because I have not examined one.

  7. Hi Andy,
    I bought a washing machine from Currys in April. After around 40 days it started giving problems like not completing washing cycle completely. Whirlpool sent an engineer who replaced a control board and a heater. it worked for 2 weeks and then again started giving the same problem. Then the company sent an another engineer who started blaming my drainage and floor level and advised not to use the machine till it gets fixed and booked another visit after 2 weeks. Meanwhile I checked my drainage system and there is nothing wrong it. After 2 weeks the engineer’s visit was postponed due to non-availability of the spares.
    When I called Currys, the customer service says that they will refund if the engineer report says that the machine is non-repairable.
    The machine is down for most of the time since I bought and I have to use the launderette service to wash my clothes and the repair is just getting ages to complete. Could you please advise what should I do?

    Many thanks in advance, looking forward for your reply.

    1. Andy Trigg (Whitegoodshelp)

      Hello Kishor. I believe you are entitled to a replacement washing machine. It doesn’t matter if the washing machine is repairable or not. You have given them more than enough chances to repair it properly. Under the consumer rights act 2015, if we accept a repair, but the repair is not successful, we do not have to let them try again and we are entitled to ask for a replacement.

      Also, if it is still under six months old, then under the consumer rights act 2015 they have already breached your consumer rights by selling you a washing machine that had an inherent fault (unless they can prove that it is your fault). If they are still trying to get out of it, you will need to get consumer help from somewhere like citizens advice, or Resolver.

  8. Hi Andy,
    Just came across this, we have a 450 quid tumble made by hotpoint and it’s 14 months old today it has decided to keep switching itself on which worries me a little with 2 small kids in the house so I decided to give hotpoint a call, they basically told me to do one as it’s 2 months out of warranty and to go back to ao, I did that and they have said the same, surely this is covered somewhere? I’m at a loss tbh

    1. Andy Trigg (Whitegoodshelp)

      Hello Chris. The manufacturer has no obligation other than to honour the guarantee. So if it’s out of guarantee, and they don’t decide to help you out as a goodwill gesture, there’s nothing you can do with them. If you believe the dryer breaking down just 2 months out of the guarantee breaches the consumer rights act then they are right to say you have to take it up with the retailer.

      The biggest problem you have is that you do not know what has gone wrong until someone has diagnosed the issue. Unfortunately you’re going to need to find out exactly what has gone wrong, and quite possibly pay to get it repaired before you can then challenge the retailer for compensation. For me the whole consumer rights act is weak and a mess, as was the sale of goods act before it. It is so vague, and so ambiguous that hardly anybody really knows what rights we have. They’re fairly straightforward if something serious goes wrong. So for example say an engineer came out and said that the main PCB has to be repaired and it will cost £200. Such a case should be relatively straightforward. It’s only 2 months after guarantee and it’s going to cost £200 to repair. This should be an acceptable. But if it was to turn out to be just something relatively minor and was only going to cost £70 to repair it’s a much more difficult one to call. There is definitely an argument that it shouldn’t go wrong at all just 2 months out of the 12 month guarantee but older retailers are the same, they will just fob everyone off and dig their heels in. So only the persistent, or those who may have enlisted the help of consumer groups like citizens advice or Which? are likely to get anywhere.

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