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Washing machine (candy)help please, possibly ending in small claim action
3 years ago I bought a Candy washing machine that had a 5 years parts only warranty provided free of charge, the machine was making a bit of noise on spin in december so I called the compay who then sold me a domestic and genearl policy for 1 year to cover the labour charges.
24th December the engineer came out and stated a bolt had sheared off of the drum so we would need a new drum but because of xmas and ew year may take a few weeks. We then received a new repair date of 8th january, the day before i received a phone call to say they were having trouble with the part and as soon as it came in they would contact me with a new repair date.
I have since phoned them every couple of weeks as never hear from them, last week they stated they did not want to keep me waiting any longer so offered to deliver me a new machine at a reduced cost of £179. They seems quite surprised that I did not see this as accepable seeing as I have a 5 year parts warranty on the machine I have that they are failing to honour.
I can't get any sense out of them, domestic and general (rightly I think) are saying candy are wrong as they cannot provide the part so I think I am going to have to take them through the small claims court as it has been 3 months now!
Any advice would be great, also is it unreasonable to try to claim for use of the launderette for 3 months?
Thank you
Re: Washing machine (candy)help please, possibly ending in small claim action
Although the warranty covers parts does it actually cover labour too? If not their offer would seem reasonable.
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Re: Washing machine (candy)help please, possibly ending in small claim action
Hi there
Thank you for your reply, candy provide a parts warranty, domestic and general provide the labour warranty, it is candy who cannot provide the part needed so that domestic and general can carry out the repair, I hope this clarifies things.
Re: Washing machine (candy)help please, possibly ending in small claim action
Even if Candy could supply the parts you would still be liable for payment of the labour, your 1 year labour policy had expired two years ago unless you renewed it.
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Re: Washing machine (candy)help please, possibly ending in small claim action
Changing the drum is a fairly big job and would mean stripping the m/c down completely, so doing that... replacing the drum and ancillary bits & pieces would take quite a while. I don't know what the labour charge is but I would guess around £40 per hour.
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Re: Washing machine (candy)help please, possibly ending in small claim action
I had a simillar situation some years back, and the contractor was waiting for parts to come in from candy, after they told me they were still waiting for the parts after 3 weeks, I phoned candy direct and asked for there complaints department, after being passed around , I eventually told them I wasnt happy and it was unexeptable laying it on very thick about having kids and treking to the laundrete exagerating the time delays etc..
By the monday candy had sent me a new washing machine..
two weeks later the contractor who knew nothing of this phone to say the had the part now and could they come and fix it, I said sure and swapped them over...later sold it for £200.
things might have changed now...but surely you could complain to candy direct as it must be a manufacture problem that a bolt had sheered off and damaged the machine.
Re: Washing machine (candy)help please, possibly ending in small claim action
I think you misunderstand, I have a policy that is still valid with domestic and general but as the parts are covered by candy they only supply the labour.
Re: Washing machine (candy)help please, possibly ending in small claim action
Thanks Gary, I have a complaint going through with Candy, who seem to think that they cannot guarantee when they can get the part and if I don't like how long they are taking then their answer is to buy the new machine at a discount from them.....
Domestic and general are also trying to hurry it along (probably as if they cannot repair they have to refund all my payments to them).
The problem is Candy just are not really very interested, they say (and I have looked at the warranty info) that they have no time limit to adhere to, which just seems bonkers!
a sort of fire-fighting role here. Hate HFC & their past compulsory PPI ethos
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Re: Washing machine (candy)help please, possibly ending in small claim action
i think its unfair to be charged for a new machine.
TBH: i'd expect that you can quite rightly argue under SOGA that a washing machine should last 3yrs.
you have part warranty you also have a current 1yrs labour cover warranty.
i would write them a letter relating to SOGA and 'resonable time' i would point out that you have waited 'long enough' for the spares & give them 28days to resolve the issue or replace the machine FOC or refund to the value of an EQiv machine today.
i'd make noises about consumer direct too.
dx
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Re: Washing machine (candy)help please, possibly ending in small claim action
white goods such as washing machines are normally considered to be capable of 6 years service therefore you would have a claim under the sale of goods act irrespective of any guratantees from the shop or manufacturer which are in addition to your rights under the sale of goods act- not in place of
Washing machine (candy)help please, possibly ending in small claim action
to say they were having trouble with the part and as soon as it came in they would contact me with a new repair date.
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