Is the washing machine actually faulty?
Before reporting a brand-new washing machine as faulty, it is worth working through this checklist first. Retailers and manufacturers know from experience that genuine factory faults on new appliances are relatively rare. Far more commonly, the problem turns out to be an installation issue or something that can be traced to how the machine is being used.
If an engineer is called out and the fault is found to be caused by incorrect installation or user error rather than a genuine machine fault, a call-out charge may be applied. Checking this list first could save unnecessary cost and delay.
Why Check Before Reporting a Fault?
Retailers and manufacturers will almost always insist on sending an engineer before considering a replacement or refund, regardless of how confident a customer is that the machine is faulty. The reason is straightforward: the most common cause of apparent faults on a brand-new machine is incorrect installation or failure to use the appliance according to the manufacturer’s instructions – not a factory defect.
Working through the list below before making a complaint may resolve the issue entirely, or at least confirm that the problem is a genuine fault before an engineer is involved. See the companion guide: how to get a faulty washing machine exchanged.
9 Common Faults on a Brand-New Washing Machine
The following are real examples of apparent faults found on brand-new washing machines that turned out to be caused by installation errors or user error – not factory defects.
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Excessive shaking and movement on spin.
The transit bolts have not been removed. All washing machines are shipped with transit packing to protect the drum during transport – usually metal bolts at the back. If not removed before use, the machine will shake violently on spin and can damage itself. If the machine was installed by the retailer, they should have removed these. -
Machine is leaking.
Water is leaking from the fill hose connections or the plumbing at the back of the machine rather than from the machine itself. Check all hose connections are tight and that the inlet filter washers are seated correctly. -
Machine not emptying water.
The drain is blocked, the pump filter is blocked, or – if connected to new plumbing – the blanking cap on the new plumbing connection has not been removed. See: washing machine not draining water | won’t drain after being moved or connected to new plumbing. -
Stuck on rinses or showing an error code – not filling with water.
The cold water tap supplying the machine has been left turned off, or the fill hose is kinked. Check that the tap is fully open and the hose runs without bends. See: washing machine won’t fill with water. -
Stuck on the wash cycle, keeps filling and topping up with water.
The drain hose has been installed too low, causing the machine to siphon water back out as fast as it fills. The drain hose standpipe must be at the correct height – check the installation instructions. See: washing machine siphoning. -
General fault or unexpected behaviour.
The machine is not being used according to the manufacturer’s instructions. Many apparent faults are resolved by reading the instruction book. See: washing machine instruction manuals. -
Leaking from the soap dispenser drawer.
A detergent tablet or capsule designed to go directly in the drum has been placed in the soap dispenser drawer instead, causing a blockage. Tablets and capsules should go in the drum, not the dispenser. -
Banging on spin, or won’t spin at all.
The load is unbalanced. Modern washing machines detect unbalanced loads and reduce or abort the spin to prevent damage. This is not a fault. See: washing machine won’t spin a small or single-item load. -
Flooded kitchen – machine needs major repair.
Coins or small objects left in pockets have been punched through the plastic outer drum by the spinning inner drum during a fast spin. Always check and empty all pockets before washing. This is not covered by the guarantee and can result in expensive repair or write-off.
But they will not be covered under the guarantee if they are caused by installation error or user error. If, having checked this list, none of these apply and the machine clearly has a genuine fault, see the consumer rights guide: how to get a faulty washing machine exchanged.
Need further help?
Frequently Asked Questions
Why won’t the retailer just replace my brand-new washing machine without sending an engineer?
Retailers and manufacturers know that genuine factory faults on brand-new machines are rare. In most cases where a new machine appears faulty, the problem is traced to installation error or user error. They will almost always insist on an engineer visit before agreeing to a replacement or refund – partly to confirm it is a genuine fault, and partly because they may be able to fix it rather than replace it.
My new washing machine is shaking violently on spin – is it faulty?
Check whether the transit bolts have been removed. All new washing machines are fitted with metal transit bolts at the back to protect the drum during transport. If these are still in place, the machine will shake severely during spin. The bolts must be removed before use – the machine’s instruction book will show their location and how to remove them.
My new washing machine keeps filling up and won’t stop – what’s causing this?
This is usually caused by siphoning – the drain hose has been installed too low, causing water to drain away as fast as it enters. The machine then keeps refilling to compensate. Check the installation instructions for the correct drain hose height and standpipe position. See: washing machine siphoning.
Will I be charged if an engineer comes out and it turns out not to be a fault?
Potentially yes. If the engineer finds that the problem is caused by incorrect installation or user error rather than a genuine machine fault, a call-out charge may be applied and the guarantee will not cover the visit. It is worth checking this list thoroughly before calling an engineer out to a new machine.
If none of these apply and my new machine is genuinely faulty, what should I do?
Contact the retailer and follow the process for reporting a faulty new appliance. Under the Consumer Rights Act 2015, if a fault is confirmed within 30 days of purchase, you are entitled to a full refund. After 30 days, the retailer can offer a repair or replacement first. See the full guide: how to get a faulty washing machine exchanged.
11 Comments
Grouped into 4 comment threads.
4 replies Recently purchased a Beko washing machine that was delivered and installed by the delivery men today. I've used it twice already, but I've not over-filled it. I make sure to never over-fill washing machines. The machine is great. The 1200 spin is highly efficient - there's a very slight vibration, but nothing out of the ordinary. All I'm concerned about is the slight smell of burnt rubber afterwards. Could this be because the machine is brand new? I'm a little concerned and I'm not sure what to do, or what legal protections I have.
1 reply Hello Andy Apologies for the length of this message! We recently bought a washer for our grandson. My husband, who is a retired engineer installed the appliance. The day after, during the first wash, it was leaking. The manufacturer's engineer came to inspect. It took him 15-20 mins to strip the appliance down to find a faulty pipe near the front inside of the casing. He confirmed it was not an installation issue and asked if we would like to 'go for a replacement' or he could check his van to see if he had a spare part. My grandson suggested he check for the spare part to save time. As he didn't have a spare part, he provided a code for us to give to the supplier in order to seek a replacement. He suggested this was the best option as it was so new and we should not be in this situation. He suggested it was either a manufacturing fault, or damage during transportation, as he had come across appliances being damaged by forklift trucks. He also commented on the flimsy base panels which were not fit for purpose. Within a day or two, the retailer emailed to say 'unfortunately the engineer has put it down as damaged during installation' and unfortunately they are unable to get a returns authorisation. They added, we could get our own engineer to just fit a new part. Naturally we were stunned by this and at the disparity between the engineers comments to us, and the supposed comments on his report. We have also requested a copy of the engineer's report but this is not being released to us. Despite our full emailed outline of the facts to the retailer, they are sticking to their original decision. Unfortunately, we are now in dispute with the retailer. We consulted the manufacturer for their comments, and they confirmed it was down to the retailer to resolve the issue and that the retailer does not require an authorisation code from them. We are obviously being fobbed off by the retailer, and this has been going on for four weeks now. Our grandson has been without a washer for all this time. We visited Citizens Advice and they agree with us that the retailer is trying to evade its obligations etc. We have sent them a no-nonsense, but polite email asking for a replacement or a full refund, in accordance with our consumer rights. I followed this up with a telephone call to confirm receipt. They said they had escalated our complaint to a manager. We will see! I would welcome your comments on this situation. Many thanks Linda
Hello Andy
Apologies for the length of this message!
We recently bought a washer for our grandson. My husband, who is a retired engineer installed the appliance. The day after, during the first wash, it was leaking. The manufacturer’s engineer came to inspect. It took him 15-20 mins to strip the appliance down to find a faulty pipe near the front inside of the casing. He confirmed it was not an installation issue and asked if we would like to ‘go for a replacement’ or he could check his van to see if he had a spare part. My grandson suggested he check for the spare part to save time. As he didn’t have a spare part, he provided a code for us to give to the supplier in order to seek a replacement. He suggested this was the best option as it was so new and we should not be in this situation. He suggested it was either a manufacturing fault, or damage during transportation, as he had come across appliances being damaged by forklift trucks. He also commented on the flimsy base panels which were not fit for purpose.
Within a day or two, the retailer emailed to say ‘unfortunately the engineer has put it down as damaged during installation’ and unfortunately they are unable to get a returns authorisation. They added, we could get our own engineer to just fit a new part.
Naturally we were stunned by this and at the disparity between the engineers comments to us, and the supposed comments on his report. We have also requested a copy of the engineer’s report but this is not being released to us.
Despite our full emailed outline of the facts to the retailer, they are sticking to their original decision. Unfortunately, we are now in dispute with the retailer.
We consulted the manufacturer for their comments, and they confirmed it was down to the retailer to resolve the issue and that the retailer does not require an authorisation code from them.
We are obviously being fobbed off by the retailer, and this has been going on for four weeks now.
Our grandson has been without a washer for all this time.
We visited Citizens Advice and they agree with us that the retailer is trying to evade its obligations etc.
We have sent them a no-nonsense, but polite email asking for a replacement or a full refund, in accordance with our consumer rights. I followed this up with a telephone call to confirm receipt. They said they had escalated our complaint to a manager.
We will see!
I would welcome your comments on this situation.
Many thanks
Linda
Likely replying to Linda Lynch
Hi Linda. I wonder if the engineer put damaged during installation by mistake and should have put in transit? The only other explanation is that the engineer just outrageously lied. It is hard to imagine someone going to such an extent of talking about exchanging and giving advice as a total lie.
The problem is that the Consumer Rights Act says 2 completely opposing things. It says that if a product develops a fault within the first 30 days you have a right to a replacement, but at the same time it says retailers don’t have to replace something if it is disproportionately expensive to do so. It does make sense, in that a retailer shouldn’t have to replace an appliance if it has a very minor fault, that can easily and cheaply be fixed.
The manufacturer is correct in that they have no obligation to replace anything, and it is only down to the retailer.
Obviously the difficulty is that if the engineer has put it was damaged by the user, then the retailer is never going to accept anything else. They need to contact him, and ask him if he remembers his visit – which he should do.
If they do, and he sticks with the damaged during installation you have a problem but if he recalls and admits he meant to put in transit that should clear it up. However, even then, the retailer could say they will only repair it as it is such a minor repair though that would be better than the current situation.
1 reply Bought a hotpoint machine in August last year .machine still under guarantee but hot point wont come and sort it as out with there service area if i had known that i would not have bought it they say i have to get a local engineer. They gave me a number its costing £264 to get the engineer out the machine cosy me over £600 including delivery.The machine is leaking under the door I can’t see any problem
Bought a hotpoint machine in August last year .machine still under guarantee but hot point wont come and sort it as out with there service area if i had known that i would not have bought it they say i have to get a local engineer. They gave me a number its costing £264 to get the engineer out the machine cosy me over £600 including delivery.The machine is leaking under the door I can’t see any problem
Hi there. I can only assume you live in an extremely remote area? I’ve always assumed the manufacturer would be able to send an engineer out to any of their appliances that is still under warranty to anywhere in the United Kingdom. If not, then someone should surely have advised you that you would not be able to get it repaired under warranty.
I’m also assuming when they say to get a local engineer that they will refund you the money? Although this seems highly unusual, and fraught with potential problems. I’d be surprised that they would trust any independent engineer and just pay their bill.
Your case sounds extremely unusual. The problem is compounded by the fact that until an engineer has examined the washing machine, you can’t know what the problem is. You can’t be 100% sure that the fault is even covered under the warranty for a start.
1 reply My new machine worked perfectly and on my fourth wash it tripped the electrics and now won't work at all have changed plug and checked socket
My new machine worked perfectly and on my fourth wash it tripped the electrics and now won’t work at all have changed plug and checked socket
Hello Evelyn. If you have tried the washing machine in a totally different socket (not just the next socket in a double socket) and you still have the problem, then you have no option but to assume it is faulty. There is always a faint possibility there is a fault with the RCD system in the house, but that is unlikely, otherwise you’d likely be having it trip out with lots of different appliances.
Recently purchased a Beko washing machine that was delivered and installed by the delivery men today. I’ve used it twice already, but I’ve not over-filled it. I make sure to never over-fill washing machines.
The machine is great. The 1200 spin is highly efficient – there’s a very slight vibration, but nothing out of the ordinary. All I’m concerned about is the slight smell of burnt rubber afterwards. Could this be because the machine is brand new?
I’m a little concerned and I’m not sure what to do, or what legal protections I have.
Hi Ella. It’s not normal for there to be a smell of burning rubber. It could be the front lip of the drum catching on the door seal and it could settle down after a few washes. Did the transit packing definitely get taken out?
Thank you, Andy. I appreciate your reply.
The washing machine was installed by the delivery drivers – a service I paid for, so I assume they knew what they were doing and that they removed all of the transit packaging.
I will try another wash and see what happens. Fingers crossed.
Update – the problem seems to have resolved itself. The burning rubber smell seems to have disappeared.
That’s great. Thanks for the update, it must have just settled in.