charge back on white goods after 11 months ??
Discussion
Hi gents,
We bought our first house last year and the first thing to fail was the integrated washing machine soon after
Having just haemorrhaged copious amounts of money on the move we had a choice between a Candy 9kg at £400 or a Miele at circa £900odd.
We opted for the Candy thinking if lasted 2-3 years it would see us through to better times before sinking for a decent machine. We essentially had issues from virtually new and have now had 5 visits for various issues as well as the same recurring issue they have as yet not solved.
Machine bought 29th July 2017 and noted it was very very noisy but thought the motor rushes would settle in. We also noted it would not always spin the clothes enough at the end of cycle and tried various loads and settings before calling them out. they came out to look at clothes still soaking wet after cycle as well as the following
5th Oct 2017 Door handle broke, replaced. Lubricated noisy springs, tightened loose front counter weight
(No mention of spin issue). Also motor could be heard from outside the house through 2 closed doors..engineer stated this was normal !!!
15th March 2018 engineer booked for not spinning properly again, no mention of this, although he himself noted how stupidly loud motor was and replaced it without me saying how ridiculous it was.
17th May 2018 called out for not spinning clothes 99% of the time, lubricated noisy springs and put lack of spinning down to 'unbalanced load' despite machine being empty when he arrived !!
12th June called out for not spinning clothes AGAIN/STILL. Engineer said last part to replace could only be control panel. He replaced the PCB and it went pop !. Fitted my old PCB back and ordered new one.
20th June 2018 Returned and replaced PCB as well as front panel he 'found broken' (funny how he came armed with one ?)
today...another call to customer don't care and explained as per every other time I was sick to death of the thing and wanted it replaced. He said no ways as its so close to warranty expiry, I said I have been told each time that I have to let them try and fix it first, now they are unable to fix it surely this is the point I should be given a new machine.
Machine was bought from AO and paid for on a CC via Paypal. The CC used is no longer active either. Who do need to speak to about a charge back or whos shop window do I throw this turd through ?
Many thanks
Fb
We bought our first house last year and the first thing to fail was the integrated washing machine soon after
Having just haemorrhaged copious amounts of money on the move we had a choice between a Candy 9kg at £400 or a Miele at circa £900odd. We opted for the Candy thinking if lasted 2-3 years it would see us through to better times before sinking for a decent machine. We essentially had issues from virtually new and have now had 5 visits for various issues as well as the same recurring issue they have as yet not solved.
Machine bought 29th July 2017 and noted it was very very noisy but thought the motor rushes would settle in. We also noted it would not always spin the clothes enough at the end of cycle and tried various loads and settings before calling them out. they came out to look at clothes still soaking wet after cycle as well as the following
5th Oct 2017 Door handle broke, replaced. Lubricated noisy springs, tightened loose front counter weight
(No mention of spin issue). Also motor could be heard from outside the house through 2 closed doors..engineer stated this was normal !!!
15th March 2018 engineer booked for not spinning properly again, no mention of this, although he himself noted how stupidly loud motor was and replaced it without me saying how ridiculous it was.
17th May 2018 called out for not spinning clothes 99% of the time, lubricated noisy springs and put lack of spinning down to 'unbalanced load' despite machine being empty when he arrived !!
12th June called out for not spinning clothes AGAIN/STILL. Engineer said last part to replace could only be control panel. He replaced the PCB and it went pop !. Fitted my old PCB back and ordered new one.
20th June 2018 Returned and replaced PCB as well as front panel he 'found broken' (funny how he came armed with one ?)
today...another call to customer don't care and explained as per every other time I was sick to death of the thing and wanted it replaced. He said no ways as its so close to warranty expiry, I said I have been told each time that I have to let them try and fix it first, now they are unable to fix it surely this is the point I should be given a new machine.
Machine was bought from AO and paid for on a CC via Paypal. The CC used is no longer active either. Who do need to speak to about a charge back or whos shop window do I throw this turd through ?
Many thanks
Fb
Ignore what they state about the warranty.
Did you put it on record with AO that you were having issues with the spin cycle not working when you first contacted them?
If so I think it is worth looking into consumer rights act. I know that, where a fault occurs within the first six months you may still have the right to reject if you reported it to them in this time - even if you are now outside of that time - as the fault still exists.
Also, they will try and fob you off when the 'warranty' is up saying you are no longer covered but this is crap too - they have an obligation as a retailer to sell you goods which are fit for purpose. This machine sounds like it was not...
Did you put it on record with AO that you were having issues with the spin cycle not working when you first contacted them?
If so I think it is worth looking into consumer rights act. I know that, where a fault occurs within the first six months you may still have the right to reject if you reported it to them in this time - even if you are now outside of that time - as the fault still exists.
Also, they will try and fob you off when the 'warranty' is up saying you are no longer covered but this is crap too - they have an obligation as a retailer to sell you goods which are fit for purpose. This machine sounds like it was not...
seriousrikk said:
Ignore what they state about the warranty.
Did you put it on record with AO that you were having issues with the spin cycle not working when you first contacted them?
If so I think it is worth looking into consumer rights act. I know that, where a fault occurs within the first six months you may still have the right to reject if you reported it to them in this time - even if you are now outside of that time - as the fault still exists.
Also, they will try and fob you off when the 'warranty' is up saying you are no longer covered but this is crap too - they have an obligation as a retailer to sell you goods which are fit for purpose. This machine sounds like it was not...
Sadly all correspondence was directly with Candy/Hoover as that's what the big sticker on the machine tells you to do if you have issues. At no point did I contact AO, which I'm guessing is what's going to bite me in the arse Did you put it on record with AO that you were having issues with the spin cycle not working when you first contacted them?
If so I think it is worth looking into consumer rights act. I know that, where a fault occurs within the first six months you may still have the right to reject if you reported it to them in this time - even if you are now outside of that time - as the fault still exists.
Also, they will try and fob you off when the 'warranty' is up saying you are no longer covered but this is crap too - they have an obligation as a retailer to sell you goods which are fit for purpose. This machine sounds like it was not...
seriousrikk said:
Ignore what they state about the warranty.
Did you put it on record with AO that you were having issues with the spin cycle not working when you first contacted them?
If so I think it is worth looking into consumer rights act. I know that, where a fault occurs within the first six months you may still have the right to reject if you reported it to them in this time - even if you are now outside of that time - as the fault still exists.
Also, they will try and fob you off when the 'warranty' is up saying you are no longer covered but this is crap too - they have an obligation as a retailer to sell you goods which are fit for purpose. This machine sounds like it was not...
Sadly all correspondence was directly with Candy/Hoover as that's what the big sticker on the machine tells you to do if you have issues. At no point did I contact AO, which I'm guessing is what's going to bite me in the arse Did you put it on record with AO that you were having issues with the spin cycle not working when you first contacted them?
If so I think it is worth looking into consumer rights act. I know that, where a fault occurs within the first six months you may still have the right to reject if you reported it to them in this time - even if you are now outside of that time - as the fault still exists.
Also, they will try and fob you off when the 'warranty' is up saying you are no longer covered but this is crap too - they have an obligation as a retailer to sell you goods which are fit for purpose. This machine sounds like it was not...
Sir Bagalot said:
Nope. Because the first thing AO tell you is to contact the manufacture.
I have found AO helpful in the past,but get onto them detailing the issues and take it from there
Turns out wife did indeed phone AO when issues first started and she was advised to phone the manufacturer. I have found AO helpful in the past,but get onto them detailing the issues and take it from there
Just been on the phone to AO and they were mortified at 5 Engineer visits already. They are contacting Candy themselves and will be reporting back in 24hours. I have already stated I will settle for nothing less than a replacement machine or a full refund, failing that I shall go for a charge back on my CC as the machine was clearly not fit for purpose.
Fingers crossed
Sir Bagalot said:
Nope. Because the first thing AO tell you is to contact the manufacture.
I have found AO helpful in the past,but get onto them detailing the issues and take it from there
I will only deal with the company that sold goods to be. You have a contract with them, not the manufacturer.I have found AO helpful in the past,but get onto them detailing the issues and take it from there
I learned this when dealing with PC world. I bought a flat panel screen with they were new tech (and very expensive) . It broke in a week so went back to PC world. They said they only replace if it's less than a week old and I needs to contact the manufacturer, and post it at my cost.
The manufacturer replaced it with a second hand one which was scratched, missing the power cable, and would not stand level. Apparently it was their policy to send "refurbished" sceens as replacements. I argued long and hard to get it replaced with a new one, which they eventually agreed to.
The replacement was also a refurbished one (two sets of documents and the box taped up), but it looked ok. It lasted 2 weeks and died.
That one I took to PC world and refused to leave the store until they replaced it or refunded me. They eventually replaced it with a new one.
98elise said:
I will only deal with the company that sold goods to be. You have a contract with them, not the manufacturer.
Yes, but they are within their rights to refer you to the service number, not least for ease of booking a repair person. Otherwise you have AO acting as the middle man for appointments which isn't efficient. They don't know your calendar.
Vaud said:
Yes, but they are within their rights to refer you to the service number, not least for ease of booking a repair person.
Otherwise you have AO acting as the middle man for appointments which isn't efficient. They don't know your calendar.
This is the problem with AO. They automatically refer all issues to the manufacturer. If you push hard enough, AO will do their duty and sort a fix/replacement. It's their responsibility to do so, not the manufacturer.Otherwise you have AO acting as the middle man for appointments which isn't efficient. They don't know your calendar.
V8LM said:
This is the problem with AO. They automatically refer all issues to the manufacturer. If you push hard enough, AO will do their duty and sort a fix/replacement. It's their responsibility to do so, not the manufacturer.
Any retailer will refer a service call to the manufacturer service number. Miele to Candy. There is a difference between a service call and a replacement request though...I agree that after the service call the replacement conversation is with AO.
After getting nowhere with Candy I’m now in discussion with AO who will be contacting Candy themselves tomorrow and getting back to me. If discussions don’t go as I hope, what are the next steps regarding charge backs ? It was bought through PayPal which used our CC as backup funding. The only snag I can see is we no longer have that card anymore. Do we do it as not fit for purpose through PayPal ?
People often say "do a chargeback" as if it's simple, but if you try it with a credit card company they're generally very reluctant. Even if they do, the retailer can resist and you get recharged.
I don't think you can do it at all (on the card company) if you go through PayPal. However if PayPal themselves will do it, then that does take away the issue of you not having the card any more.
I don't think you can do it at all (on the card company) if you go through PayPal. However if PayPal themselves will do it, then that does take away the issue of you not having the card any more.
Update..
Its all sorted ! When we initially had issues and phoned AO they reffered us to Candy, in fact even this evening when returning their calls it would know from our phone number we were phoning about the Candy Machine and automatically transfer our call directly to Candy, and that's why all dealings have been with Candy rather than AO. Anyways I phoned AO last night and explained the issues we have had from day one, the Lady was so surprised we had this much issues and still not had a replacement machine offered to us. She said she needed to speak to Candy first and would get back to us. The result is at 51 weeks old they are replacing the machine, We have opted for a Beko replacement as we have never had issues with Beko in the past.
New machine being replaced by AO directly with zero fuss and comes with a full new 12months warranty. Candy have since phoned offering us a extra free 2 months warranty rather than replacement machine..thankfully AO stepped up to the plate.
Thanks for the replies.
Fb
Its all sorted ! When we initially had issues and phoned AO they reffered us to Candy, in fact even this evening when returning their calls it would know from our phone number we were phoning about the Candy Machine and automatically transfer our call directly to Candy, and that's why all dealings have been with Candy rather than AO. Anyways I phoned AO last night and explained the issues we have had from day one, the Lady was so surprised we had this much issues and still not had a replacement machine offered to us. She said she needed to speak to Candy first and would get back to us. The result is at 51 weeks old they are replacing the machine, We have opted for a Beko replacement as we have never had issues with Beko in the past.
New machine being replaced by AO directly with zero fuss and comes with a full new 12months warranty. Candy have since phoned offering us a extra free 2 months warranty rather than replacement machine..thankfully AO stepped up to the plate.
Thanks for the replies.
Fb
Forums | Speed, Plod & the Law | Top of Page | What's New | My Stuff