I received the following question from someone having difficulty in getting the manufacturer to send an engineer to look at their faulty washing machine.
My LG washing machine is not taking on enough water for a satisfactory wash, there is only a very small pool of water in the bottom of the drum. When I phoned customer services they stated there should be more water than this (at least a water level half way up the door). They suggested that my water pressure must be too low to feed the machine and that I get the water board out to put it up.
The water board visited and the pressure was fine. I further contacted LG who then advised I get my insurers (Comet) back out and tell them it is probably the pump. Is the intake of water reliant on the pump? Thanks.”
From your description of events it sounds like you are getting the run-around. You don’t say if the washing machine is under their guarantee or not but I would assume it is. Otherwise they’d be happy to send an engineer who would give you a bill. Maybe their operators are under some sort of pressure to try and reduce the amount of engineer visits by filtering out jobs that they think might not be covered.
Having said that, if the fault does not lie with the washing machine they would normally charge the customer. So it may be fortunate that they don’t send an engineer out too easily if he ends up having to charge because it isn’t covered.
If the washing machine was not taking in enough water due to low water pressure then the washing machine should bring up an error code and abort the wash as described in my article on Low water pressure and washing machines. If the washing machine is happily washing without producing an error code I can’t see how the water pressure could be too low, which has been confirmed by the water board.
If there was a problem with the pump it should also produce an error code. The fact that no error codes are being triggered implies it’s not got a fault, which ironically may be why they fobbed you off. However, if it isn’t washing satisfactorily there must be a cause somewhere.
I’m not aware that the water level should come up half way up the door glass on modern washing machines, in fact using the least amount of water has been the focus of all washing machine manufacturers for years resulting in poor rinse efficiency (Why can’t modern washing machines rinse properly?) Manufacturers proudly boast about how little water their washing machines use so I’d be surprised if it’s supposed to get halfway up the door glass on wash.
These articles may be worth looking at regarding possible causes of poor wash results
The last article mentions a partial blockage in the pump or pump filter which can cause a washing machine not to rinse very well though these days washing machines normally time out and produce error codes if the pump isn’t pumping at a proper rate.
If none of these seem applicable you will need to get an engineer to look at it though they might try to charge of they can’t find a fault so make sure you check all the possibilities first.
Try to keep some examples of the poor wash results to show. (Related: My washing machine is under guarantee, but repair company say they will charge me if their engineer can’t find any fault Can they do that?)