Dishwasher warranty repair issues

[Sir Bagalot]

Dishwasher broke down with the same error it did last January. Back then it was under warranty and as such the manufacturer sent a guy who replaced the heat pump. The manufacturer sent me a NIL invoice for the repair.

It broke again earlier this month with the same issue.

I called the manufacturer who stated the machine was outside its warranty. I pointed out that it might well me but I have 12 months warranty on the repair carried out in January and am fairly confident it's the same issue. They clearly stated that the warranty on the repair isn't 12 months but expires with the warranty on the machine. (Yet on that NIL invoice I was sent it clearly stated the repair is covered by by 12 months warranty)

The retailer whilst sympathetic were tied as the machine was 2 months outside it's 2 years warranty. They offered £75 off a new machine or £75 towards a repair policy with Domestic & General.

Both were sticking to their guns so I called a local repair guy who confirmed it was the heat pump but was surprised the manufacturer simply didn't replace the machine in January as although it was a faulty heat pump it can be caused by many other things and therefore they refused to replace heat pumps as they couldn't provide a warranty on them. I was left with a call out bill that I settled.

I fired off an email to the retailer basically pointing out my disappointment along with the fact the repair clearly stated 12 months cover.

They came back saying that the manufacturer will attend and repair. He came today and replaced the heat pump.

So my question (finally). Who do I chase for the call out of the repairer? The Retailer? Or the Manufacturer who did the repair? My feeling is the latter

[Alucidnation]

What make?

[Sir Bagalot]

Does that matter? It's one of the better ones

[Alucidnation]

Ok good luck.

[Pericoloso]

[quote=Sir Bagalot) It's one of the better ones
[/quote]


This thread proves perhaps not.

[Jakg]

I'm surprised the repair came with a warranty - in-warranty repairs normally don't. Perhaps this is a typo on the invoice and is where they are getting confused?

If you had an appliance that suffered a fault every 11 months, if the repair had a 12 month warranty the manufacturer would be repairing the unit forever - this is clearly not in the spirit of a 12 month warranty. The warranty is effectively guaranteeing you will have a working appliance for the duration of the warranty. Not longer.

(this reply refers to the manufactures warranty - not your statutory rights)

[Sir Bagalot]

Had they hadn't repaired I would have gone after them under the Consumer Rights Act.

I've pushed off an email to the retailer and see where that gets me but I suspect they will push me towards the manufacturer

[dickymint]

Jakg said:

I'm surprised the repair came with a warranty - in-warranty repairs normally don't. Perhaps this is a typo on the invoice and is where they are getting confused?

If you had an appliance that suffered a fault every 11 months, if the repair had a 12 month warranty the manufacturer would be repairing the unit forever - this is clearly not in the spirit of a 12 month warranty. The warranty is effectively guaranteeing you will have a working appliance for the duration of the warranty. Not longer.

(this reply refers to the manufactures warranty - not your statutory rights)

I thought all warranty work (parts at least) would be covered for a further twelve months and rightly so!

[Sheepshanks]

dickymint said:

I thought all warranty work (parts at least) would be covered for a further twelve months and rightly so!

Nope - absolutely standard practice that only the remainder of the original warranty applies. Comes up with cars all the time.


Wonder if OPs machine is Bosch? Quite interesting reading their Facebook page where they're totally hard-faced with people who's machines are just out of warranty and will cheerfully quote the Sale of Goods act back at customers. I did see one the other day where the heatpump had failed a number of times and the customer had been told the design had been changed now. But Bosch still said "hard luck".

[Sir Bagalot]

Sheepshanks said:

Wonder if OPs machine is Bosch?

The dishwasher is certainly from the Bosch family.

The retailer have washed their hands of it for the moment and I've fired off an email to BSH. One thing in my favour is that I have an invoice from January 17 saying the repair has a warranty of 12 months.

Let's see what happens.

[BlueHave]

Sheepshanks said:

dickymint said:

I thought all warranty work (parts at least) would be covered for a further twelve months and rightly so!

Nope - absolutely standard practice that only the remainder of the original warranty applies. Comes up with cars all the time.


Wonder if OPs machine is Bosch? Quite interesting reading their Facebook page where they're totally hard-faced with people who's machines are just out of warranty and will cheerfully quote the Sale of Goods act back at customers. I did see one the other day where the heatpump had failed a number of times and the customer had been told the design had been changed now. But Bosch still said "hard luck".

It's not just Bosch, most manufacturers have you over a barrel once the warranty runs out, there is no grace period. They want you to stump up a hundred or so to their engineer so he can tell you it's knackered.

Some of the shops do it now. I have a large piece of garden equipment which went pop a few weeks before the warranty expired. Took it back with the sales receipt and the manager wouldn't send it for repair or replace it. He said I'd had fair use and the warranty was meaningless over his word. Got sorted in the end after an hour and stating rights until I was blue in the face.

Edited by BlueHave on Thursday 4th January 18:00

[Sir Bagalot]

Well today I received a NIL invoice for the receipt repair, although it does give a total saying it's covered internally as a gesture of goodwill.

This invoice also clearly stated that the parts fitted are guaranteed for a period of 12 months.

Still not heard back regarding a refund of my callout fee

[Sir Bagalot]

And today I receive a reply from their customer services that they aren't prepared to refund my call out fee.

[sandman77]

I think you have been lucky to get your machine repaired when it’s 2 months out of warranty. I don’t see any reason why they should pay for your repair guys call out charge.

[journeymanpro]

Sir Bagalot said:

Well today I received a NIL invoice for the receipt repair, although it does give a total saying it's covered internally as a gesture of goodwill.

This invoice also clearly stated that the parts fitted are guaranteed for a period of 12 months.

Still not heard back regarding a refund of my callout fee

Parts may have a warranty. Doesn't mean you get free call out and labour.

[cuprabob]

Hoover have a 10 year warranty on parts but it's almost worthless as in the small print the diagnosis and repair must be done by a Hoover repair guy at whatever cost they charge.

[Sir Bagalot]

journeymanpro said:

Sir Bagalot said:

Well today I received a NIL invoice for the receipt repair, although it does give a total saying it's covered internally as a gesture of goodwill.

This invoice also clearly stated that the parts fitted are guaranteed for a period of 12 months.

Still not heard back regarding a refund of my callout fee

Parts may have a warranty. Doesn't mean you get free call out and labour.

The exact wording on their invoice says "The chargeable work and parts fitted are guaranteed for a period of twelve months"

IMHO that means that if it fails for the same problem within 12 months then they will attend and replace that part FOC

[Mercky]

Sir Bagalot said:

journeymanpro said:

Sir Bagalot said:

Well today I received a NIL invoice for the receipt repair, although it does give a total saying it's covered internally as a gesture of goodwill.

This invoice also clearly stated that the parts fitted are guaranteed for a period of 12 months.

Still not heard back regarding a refund of my callout fee

Parts may have a warranty. Doesn't mean you get free call out and labour.

The exact wording on their invoice says "The chargeable work and parts fitted are guaranteed for a period of twelve months"

IMHO that means that if it fails for the same problem within 12 months then they will attend and replace that part FOC

You weren't charged for the "chargeable work" though.