I’ve been writing about the poor quality of many modern washing machines since 2000. As a long-time repairman I’d witnessed the gradual slip between people keeping them running as long as possible to all too often throwing them away at the first breakdown – unless it could be fixed for a pittance. Since then it’s become a serious environmental issue.
The public usually gets exactly what the public wants. The majority of people don’t want more reliable washing machines – they mostly want cheaper washing machines. They might say they want more reliable washing machines, but only if they aren’t expensive, which can’t happen.
If this wasn’t true – how come hardly anyone buys a Miele compared to how many buy Indesit, Beko, Candy, Servis, Hotpoint etc? Most people know a Miele washing machine is substantially better quality and likely to last at least 2 or 3 times longer than a Hotpoint or Indesit but they won’t buy one – because they are “expensive”.
This isn’t an advert for Miele, I mention them because I don’t know of any other washing machine that is anywhere near as well built available in the UK. I use the word “expensive” reluctantly, and in quotes, because they are only relatively expensive. £800 is what a washing machine of that quality should cost these days – if not more.
They only appear expensive because other manufacturers constantly undercut the quality so much they can sell much cheaper and make them look expensive. Instead of bravely maintaining quality but seeing their washing machines rise in price, most manufacturers have found themselves constantly having to reduce quality and cut corners to keep their appliances competitively priced.
Reduced build quality
This trend has got progressively worse, to the point where they regularly redesign parts, ditching tried and tested designs in favour of cheaper new production methods designed to cut manufacturing costs.
Most appliance manufacturers have been making washing machines for many decades, and could have developed incredibly reliable ones by now. Instead, they are selling new washing machines that still suffer the same faults their previous models suffered from over 10-years ago. Instead of their appliances becoming better with time and experience, they get worse, or at best stay the same.
To be fair, it would be a very brave manufacturer to maintain standards and become a lot more expensive. But Miele seem to manage OK producing better quality but more expensive appliances. I’m sure there is room in the market for something in between the average washing machine and a Miele.
Most current washing machines are way too cheap
It might not seem as though they are cheap, but compared to what they should be if standards had been maintained they definitely are. For example, Hoover used to sell a 1200 spin 4.5Kg washing machine at over £400 in the 1990s. Yet over a dozen years later in 2008, a Hoover 1600 spin 6Kg washing machine cost as little as £211.
In 2019 Hoover’s 1400 Spin 7Kg capacity washing machine is just £234. That’s a faster spin, and much bigger drum for almost half the price compared to almost 25 years ago. Moving manufacture to cheaper countries is part of it, but these prices can only be achieved by also reducing quality and repairability.
Note: I give Hoover as an example only because I had more knowledge of their old prices as a previous Hoover Agent. All manufacturers are the same. If prices had stayed the same (not even gone up as you’d expect) then that £400 washing machine from around 1994 should cost £775.55 in 2019.
Going back further..
In 1973, a basic Hoover washing machine was £94.88, that’s equivalent to £1,192.74 in 2019! (Source Inflation calculator). Today – over 40 years later a similarly basic model but with faster spins and a bigger drum can be bought for £220. That’s equivalent to just £21.47 in 1973. So in 40 years, the price of a basic washing machine has dropped (in real terms) by nearly 80% which is absolutely staggering.
An 80% reduction in cost is impossible without reducing the quality and longevity of the product. If you want to produce a washing machine made as well as the Hoover was in 1973, (even accounting for advances in production techniques) it should cost much more like £600+ and with extra features and technical advances it should easily be £800+.
Don’t fall into the trap of thinking a more expensive appliance will last longer
Top quality, extremely well built washing machines are still available and they are every bit as reliable as they used to be – if not more so. They just usually cost between £600 and over £1000. However, do not assume an expensive washing machine has to be high build quality – are more expensive washing machines better quality?
Most manufacturers prefer to sell to the mass market in vast quantities, but it’s getting harder for them to compete on price and they’ve dug themselves into a big hole. Currently almost every washing machine available is virtually the same machine inside, with hardly any difference in quality, repairability and even design.
Summary
Consumers relentlessly batter down prices by rewarding those who can do it £5 cheaper and punishing those who can’t by not buying them. Too many consumers focus on price over quality and choose faster spins and more features over solid build quality and repair-ability. The majority of consumers swap over to cheaper brands if the one they always had goes up in price.
There’s a limit to the savings to be made by clever, innovative production methods.
Inevitably manufacturers had to resort to cutting down the length of the mains cable and the hoses, reducing the quality and sturdiness of the main casing, changing metal parts to plastic etc. and reducing the quality and repair-ability of components in order to satisfy the demand for cheap prices.
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Received my new Bosch washing machine at 3.15pm yesterday. I followed the instructions to the letter, and embarked upon its first empty wash. At the spin cycle and the rinse cycle, the machine (which is supposed to be an “Eco silence” drive) made the most horrendous grating noise which worried me immensely!
I got straight on the phone to the retailer (Dixons) and have since spoken to 4 members of staff who have finally told me that they cannot do anything until a Bosch engineer comes next Wednesday (have to take another day off work) to verify any fault!!
I cannot believe it – the machine is clearly faulty from the start and I want a refund – have I got any right and what should I say?
Many Thanks for any help/advice, as I am so upset, I have spent £1700 with them in the space of two weeks – new kitchen in a new house.
Hello Chee: It would be unusual for a retailer to immediately exchange something like a washing machine without an engineer checking it first, especially with a reported fault like yours. The fault you describe could be caused by a coin or other obstruction in the pump. I would check the pump filter just in case. Even if it turns out to be a fault they can insist on repairing it if it’s pretty minor.
The Sale of Goods Act is often ambiguous. It says we have the right to reject faulty goods but it also says a retailer has the right to repair instead of replace if they can show it’s disproportionately expensive to replace rather than repair. This does make sense for example if an engineer took the back off and found it was just a bit of polystyrene from the packaging that the belt was catching.
Hi Dave,
Regarding the DIY skills and resorcefullness of people today. I have to say skills are rapidly depleating and are not passed on father to son as it were anymore. Apart from my Mum and Dad I know on nobody else who could even change a set of carbon brushes let alone bearings etc.
All my ability to turn my hand to just about anything mechanical was tought to me by my Dad (very talented at turning his hand to anything too), when I was 18 months old I stripped down his MG carburetta, so I had a very early grounding as it were. Although my washing machine and other whitegoods repairs and alterations are all self tought, I can even teach my Dad a thing or two!! Last week I turned a wardrobe in to a wash basket! People are no longer interested in repairing their own things, they just throw things away for very little fault, a classic being last week a friend threw out a Beko washing machine because it refused to fast spin, it only needed a pair of brushes and all would be well, this highlights all too clearly the throw away society we live in today. This is a serious environmental problem.
Dave we are in the minority believe me on that!
I have a Hotpoint bearing change this weekend, also I am altering the pressure switch so it uses a sensible amount of water and modefying the drain so it empties better and faster to hopefully stop it sudslocking.
All the best,
Oliver.
Hiya,
Thanks for your reply – it puts my mind at rest that their practices are usual. I am awaiting a Bosch engineer visit on Tuesday.
However, I do not understand why there would be a coin in there when the machine has never been used!? Any ideas?
I was putting it on its first empty cycle after having it for only one hour!
Regards
Chee
Hello Chee. Sorry, I was assuming it happened on the first wash with laundry inside. If you hadn’t put any washing in you can discount the possible coin explanation. It could still turn out to be something easily fixed though. Let us know what it turns out to be.
Hi Chee,
It’s not a new thing either: my mum’s first ever automatic (Hoover A3260, just lik ethe one I’ve been blogging about a lot lately) came in spring 1983 and although in those days they didn’t recommend a first empty wash, on the very first cycle it ran it made a terrible noise when it started to drain after the wash. The plumber who was fitting the kitchen was still there and he said he’d never heard anything like it. We got Hoover out and the man found a small metal spring clip in the pump which had clearly fallen in during manufacture. He picked it out and the machine ran for almost 28 years after that with not a single breakdown, so don’t get yourself into too much of a panic until the engineer has been and found out what it is.
If you can get a cheap ie Beko washer for £149.00 it lasts 2 years or more. Going to work out cheaper than any expensive 10 year warranty washer – can’t blame anyone for that and chances are you will get 3-4 years out of a Beko and will look more modern the next one you get and have new feature that will have been inforced by the EU to save energy
Ian: Some people do seem to prefer your method but many people are sick of replacing their appliances so often, and most people agree it’s environmentally very damaging. Most cheap washers are more like £200 and replacing one every 3 or 4 years might not only be preferable to some but the only option for many people on low incomes who can’t aford to invest in something better.
I agree there is an argument that we don’t necessarily want certain things to last too long any more because of potential advances in technology. It’s something I increasingly find myself thinking about. It’s a dilemma but at the end of the day washing machines don’t tend to advance too much and some advances such as using much less water (resulting in poorer rinsing), and using a bit less energy (resulting in the doubling of wash times) are not welcomed by many people.
The best solution may lie in washing machines that last around 10 years rather than 3 or 4, or even 15 – 20 or even well built appliances that can be reprogrammed with new features (Actually Miele do this already).
Right, the engineers came out. Had to take another day off work but:
They checked that I hadn’t just been a dozy female and not taken the transit bolts out – duh!
They checked the pipe and hose installation, and the levelling feet (done by me).
They stripped the machine (over 2 hours!) and noticed damage inside the drum and exterior to the pump which was causing the horrendous noise as mentioned above.
There was much water and dirt on my new kitchen floor!!! (not happy)
He gave me a receipt and a copy of his report which clearly noted the machine as faulty. I thanked him, even though he had made no attempt to clear up after himself, and I breathed a huge sigh of relief and got straight on the phone to Dixons……
“If you haven’t got an uplift number madam, then there’s nothing we can do”
WHAAAAAAAAAAAAT!!!!!
How am I supposed to know what they need to process the refund/exchange? I thought the engineer would be able to do his job and give me the relevant information!
So, there I was lumbered with a £560 machine that has been deemed faulty from the purchase date by a BOSCH engineer, but Dixons refuse to help me!!
Needless to say, after much fighting, arguing, legal debate and determination, I have had the offending article removed and got a refund on principle.
Why do they make it such a horrible experience – even when you are clearly in the right?
Chee: What did the engineers report say exactly, and did he leave the appliance fixed?