If your washing machine is under guarantee and it breaks down because a coin got inside will you be charged?
Most probably yes. In my experience as an engineer working on washing machines under a manufacturer’s guarantee a substantial percentage of calls are to faults not covered by the guarantee. The most common by far is obstructions from objects (usually coins) left in pockets. They can block the pump, or these days even punch a hole in the main outer drum (very serious). Under these circumstances, an engineer is expected to charge the customer. They may even get commission on all money collected as an incentive.
However, in practice, some customers can get away with coins in the pump and other “false” guarantee calls for the following reasons –
If the engineer doesn’t want the hassle and stress of a potential argument with an angry customer (even though the customer is in the wrong). So they might make something up to put on their paperwork which is covered
If there is a goodwill policy of not charging (for first incident only) if the repair isn’t too big. This is much more likely if you bought the washing machine from a local retailer who have also sent out the engineer.
The customer has an extended warranty policy, which does cover "accidental" damage and the fault (coins left in pockets) comes under this cover
Claim on insurance if a coin has causes serious damage
Are you covered for accidental damage on your house contents insurance? Coins can write off many modern washing machines if they punch through the plastic outer tub. If you took out an extended repair warranty, then you may be covered for accidental damage (check the small print). If not, and you have household insurance that covers accidental damage you may be able to claim from that policy.
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Lisa bell says
Hi, my 6 month old LG washing machine has been been damaged by a coin in the machine, an engineer has came out, we agreed to pay the charge for repair £130 as accidental damage wasn’t covered under the warranty. We are now 4 weeks in and the repair company instructed by LG are struggling to source the part needed. LG have told me that’s as far as they can go. They want to refund the repair charge (no one has been out since the initial engineer told us it was coin damage) which leaves us with a defunct 6 month old washing machine that cost just under £500. Do I accept this or can I push for further action?
Thanks Lisa
Andy Trigg (Whitegoodshelp) says
Hello Lisa. What they are saying makes no sense, surely they can’t be saying that there are no spare parts available for a 6 month old washing machine? If they are that’s ludicrous. Manufacturer’s are obliged to keep spare parts for at least several years. If the washing machine can’t be repaired you may have to seek help from a consumer group under the Consumer Rights Act from the retailer. It’s complicated by the fact it has been damaged by a coin unfortunately, but that shouldn’t detract from the fact that they sold you a washing machine that can’t be repaired. I don’t believe LG cannot supply the spare parts btw.