Dishwasher faulty after 1 year 364 days...

[dolphinfreindly]

Looking for a bit of advice...

Our £430 dishwasher has developed a fault after 1 day less than 2 years old.

I contacted Comet and agreed to have the machine inspected at a cost to us of £69 (£59 callout + £10 SoGA fee).

The engineer called today and said the machine was faulty and requires a new pump at a cost of £115.22. Due to the age of the machine they have offered to discount the part to £34.58 (70%) which would bring the total cost of repair to £103.58 (call out + parts)

The standard repair charge for items out of waranty is £125 which includes a parts allowance of up to £150.

 

Am I being unreasoanble to to expect that I should not have to pay anything toward the cost of repair? I dont think I am as surely (IMO) a dishwasher should be reasonably expected to last longer than 2 years especially as theres only 2 of us in the house and its only been on, on average 3-4 times a week.

 

What can I do from here?

 

thanks for reading.

Edited March 8, 2012 by dolphinfreindly
spelling

[rebel11]

Hi dol

 

You shouldn't have to pay anything. Read 10,12 and 13 in my signature. Comets should refund the £69 inspection fee.

[dolphinfreindly]

Hi and thanks for the speedy response!

I have read those and IMO I shouldnt have to pay.

[rebel11]

Make sure you keep a copy of the 'report'.

[dolphinfreindly]

there was no official report, but he emailed me what he sent back to H/O

 

Please enter any visit notes here:

SOGA. WASHPUMP FAULTY. PRICE FOR PUMP = £115.22 . ALREADY PAID FOR LABOUR @ £69.00 . 70% DISCOUNT ON PART = £80.64 . CUST WOULD NEED TO PAY £34.58 FOR THE PART . TOTAL PRICE WOULD BE £103.58 . (ALTERNATIVE WOULD BE THE £125.00 STANDARD REPAIR CHARGE). DISMANTLED THE WASH PUMP TO SEE IF THERE ARE ANY FOREIGN OBJECTS INSIDE, FOUND NONE, FOUND PUMP FAULTY.... PART NO FOR PUMP IS WHIR480131000113

 

I will add the engineer that came out was good and I have no complaint against him.

Edited March 8, 2012 by dolphinfreindly

[dolphinfreindly]

I have spoken to the call centre (using 01275 336030 which is the out of warranty dept, and is a damn sight cheaper than 10p/min) and the guy said he would escalate it to the engineers manager. He also said thet the 70% discount was based on a sliding scale against how old the machine is, purchase price etc. I have a feeling the area manager is just going to repeat that and try to fob me off further.

 

what would be me next step?

[dolphinfreindly]

I have just spoken to the engineers manager... it was a nice conversation with no agrevation from either side and she acctually listened to me... so fair play to that.

 

I said that I had been told by **** at comet that if the machine was found to be faulty (rather than mis-use) then the £69 would be returned. She said she was unaware of this 'policy' and would need to check, so I said Im sure the calls are recoreded so it can be traced, she replied that they dont record all calls. I then went on to say that it was on this basis that I agreed to have the engineer inspect the machine and that if the £69 was refunded I would pay the £35 for the parts and fitting... so theres my compromise.

 

I will keep this thread updated as I proceed.

[GorgieBoy]

Hi dol ,

 

If the person you spoke to was an " Engineers Manager " they are well aware of the process regarding the inspection fee .

[dolphinfreindly]

Well I spoke to a guy at the call centre (he called me as the service manager asked him to) and he said he had never heard anyone say thwat the inspection fee was returnable, and he had checked to see if the call was recorded, it was not - typical, my word against his. SO I am now going to call consumer direct and update them as to what is going on to see what my next course of action should/could or can be.

[dolphinfreindly]

I have spoken to consumer direct who have said to post them a letter, and then detailed to me what it should contain and send it to the the store manager at the comet branch we purchased the dishwasher from.

 

done and will be sent recorded delivery tomorrow.

[dolphinfreindly]

well only 2 days to go until the 14 day response time is reached, whats my next move? can anyone assist?

[GorgieBoy]

Hi dol ,

 

" Problems with goods or services ,

Sale of Goods Act 1979

 

Generally consumer law dictates that the goods you buy must:

• 
  
• Be of satisfactory quality - this includes lasting a reasonable length of time. What amounts to a reasonable time is ultimately down to the courts but even if the guarantee which comes with most goods has expired (typically one year for e.g. electrical goods) you may still be able to return the faulty goods. One court, for example, found that a £400 washing machine should be expected to last longer than 18 months and the complainant won the cost of repairs, compensation and expenses, after the retailer refused to fix it "
  

The bottom line is the Court DECIDES what is a reasonable time in every instance if you take it that far .

 

COMET have offered you a repair @ a total cost of £103.58 including Parts (discounted) Labour and Vat .

 

The Washer has given you 2 Years use before faulting , but SOGA is slowly but surely crushing retailers into getting their act together .

 

I cannot see COMET backing down here from their original repair offer but the Court may decide otherwise .

 

Good Luck dol , still 48 hours to go !

[dolphinfreindly]

just a quick update...

 

following sending the letter to the Comet branch I have recieved no response what so ever. I spoke again today to consumer direct/CAB who are forwarding the complaint to my local trading standards office, who should respond within 5 working days. From what I understand, trading standards will intervene and try to get a solution.