Hi GUys, I wonder if I can ask for your expert advice. Three years ago my cousin bought a washing machine (washer/drier) and 5 year extended warranty from an online website. In December 2014 the washing machine stopped working correctly (kept filling with water nothing else) so the warranty company was called and an engineer came out. On the first visit the engineer didn't seem very professional and actually flooded the kitchen and some water went into the lounger - didn't clean it up properly either. He stated he would need to order some parts which would take some time but they would make another appointment when they arrive. After about 3 weeks just before Christmas the warranty company called, parts have been received and to make another appointment. A different engineer came out, fitted some parts and tested the machine - same as before keeps filling with water. The engineer didn't seem very professional either as he spent a long time on the phone asking someone what he needs to do and it seems like he (they) checked everything in the machine. He stated they need to order some more parts which would take 14 working days as they are coming from China! Once they arrive they would phone to make an appointment. Towards the end of January they chased the warranty company and were passed around a few people. The person who they spoke to stated that the parts had been received but, the engineer who had them (who visited last) had left the company/run off with them!!! So the parts would have to be re-ordered from China which will take another 14 working days to arrive they would phone to make an appointment. My cousin had a bit of a rant at them that they have been without a washing machine since the start of December and they are a family of 4 and need to do washing 3-4 times a week and having to go to the laundrette and spending about £8 each time on washing and drying. The warranty company person didn't seem too distraught and stated that they would refund the cost of having to use the laundrette. But I then added what about the fuel cost of getting there and the time it takes - they just apologised and said that's all they can do. It is now 2.5 months since the washing machine stopped working and almost 3 weeks since the last contact with the warranty company - not heard anything further and the water is still in the washing machine since the last engineers visit. My cousins wife is at her wits end as she has now done around 74 trips (37 return) to the laundrette, spending over £275 on washing & drying + cost of fuel and time, as each trip takes half an hour - she has tried to combine it with other chores (school run/shopping/going to church) where possible, but when drying has had to wait or come back - additional trips & time. SO, can you guys advise what is the best course of action to take? Are there any rules/benchmarks for expected service under extended warranties? Will they really refund just the washing/drying costs of £275 so far? Is there an ombudsman who this can be taken to? Thanks, Mark.

Hi, i need some advice as to whether brighthouse are liable for the repair on my washing machine please? I used brighthouse when i couldn't afford to go and buy a replacement washing machine. About 7 months later our cooker and fridge freezer broke within days of each other so purchased them from there also. After about 18 months the washing machine broke so brighthouse came to repair it and said it needed taking away and a loan machine would be provided. To cut a long story short the loan machine was a disaster and flooded my kitchen twice! Then nobody from the store got in touch about my machine so i had to contact them. After this they tried to return my machine 3 times but i refused it each time due to the condition that they tried to return it to me in. The final time they took the cover off and it was covered in dents and scratches so i told brighthouse that i wasn't going to pay until this issue was dealt with. Bearing in mind that they had had my machine for nearly 12 months!! I received a phone call from the manager who offered a new machine in replacement and i would only have to pay what was left on the old one (which was only a few weeks). I agreed to this and received the new machine. A few weeks later i finished paying for it and 7 months later the other two items. So my account is finished (thank goodness). The problem now being the washing machine has broken! As it is less than 12 months old are brighthouse liable to repair it or not? I would appreciate any advice, thanks.

Hello Please advise! I have recieved a letter stating I travelled/attempted to travel with being in possession of a ticket from first great Western. There's a cost of £86 if I pay by 30/01 and I'm livid that I have been criminalised by this company. I am a commuter and regularly purchase tickets on this service which can be proved from bank statements. This is the first time I have been sent a letter of this nature. On the day of travel it happened to be the first time I forgot my wallet fortunately I had cash, however the machine at the station does not accept cash (only method of getting ticket). I had my bike with me on the train and had to stand with it due to how busy it was. I was unable to purchase a ticket from the guard either because his machine was not working or there wasn't enough time before the final stop. I cannot remember. I arrived at the station and requested to purchase a ticket as I have done so before and they decided to take my details. Trying to explain the situation and the guard being a stubborn [edited] he got the police involved At which point I caved in. Was sick that a company I have used for so long would treat me with such disrespect criminalise me and He asked me some questions which he wrote down as evidence - none of which were related to my payment method - I refused to sign as he misquoted at least one of my answers. 1. Do I have a case? 2. How do I fight my case? 3. Who do I contact? Please help!!

Hi, We bought a washing machine at Comet via a charity Family Fund voucher in May 2012, it went faulty 11 months after which The Warranty Group repaired and have been doing every couple of months. They've now said they are going to replace the washing machine for a new one (different make) but they will not honor the remaining 3 years warranty, it says nothing in the T&Cs. Can they do this? The payment of £169.00 was made for the extended warranty, which was a requirement of the Family Fund voucher. Should the Warranty Group honor the remaining 3 years or part refund the Family Fund? Ian

Hi All i purchased a new Hoover washing Machine from a local independent electrical retailer in January this year after only 8 weeks the machine broke down so called Hoover who came and repaired it now 2 weeks later it has broken down again and seems to be the same fault, i have now booked an engineer with hoover online as can never get through on phone. 1) So my question is have i done the right thing to let them come and repair it again. 2) If so and it breaks again what would be next step 3) As it is only 3 months old what rights do i have under the sale of goods act now i have let hoover try and fix it. Kind Regards Casper

Hello CAG, First post ever... have been a lurker for a long time, and now need some advice myself! This is the email sent to NCP on 12th December 2013: ----- Dear Sirs, I have received PCCN#: (photo attached) this evening after parking my vehicle at your car park at Ickenham Underground Station. I have contacted the number on the parking ticket itself to report that the machine is FAULTY and they have asked that I contact yourself in regards to the PCCN. Upon purchasing my ticket on MONDAY 9th DECEMBER 2013, your machine did NOT state the expiry DATE or TIME. Just the PAYMENT AMOUNT and the DAY/MONTH. No expiry TIME was shown. The machine is STILL doing this. Please see the attached photo this evening which shows exactly the same as Monday, and just shows the expiry as FRIDAY. This to me, as the consumer, means that parking is covered for the WHOLE of the day, not just until 02:59 on THURSDAY/FRIDAY as this is actually printed on the ticket. I aware that it’s up to me to check the ticket issued is correct via the machine, but I was in rush on Monday and just put my card in, chose the number of days, so pressing + to move the day till Thursday and pressed the green button... If I had known I needed to buy the ticket until 02:59am on FRIDAY, I would have. Please be aware that I have been using the machine and the one at North Ealing underground station for over SIX YEARS so have paid a substantial amount of parking fees to your company, let alone the parking fees I pay when in other towns and city’s across the UK. And, to be honest, as the machine just STATES on the screen, THURSDAY, then in effect this means, the WHOLE of THURSDAY. If you have any queries in regards to the above, please do not hesitate to contact me. Kind regards, 123NeilyB ----- NCP then replied back on the 30th December 2013, saying basically my fault... should have checked the ticket, and YES, in theory I agree with this but on the type of machine in the NCP operated London Underground car parks, if you have to park more than 1 day you press the '+' button to increase the day, which I did and scrolled it along to Thursday, and even though ive been using different car parks with the SAME machines, didnt clock (haha) that the expiry time was missing. In my eyes, the MACHINE was faulty and sold me the wrong ticket. If the time had been working then I would have paid for the extra day... NCP included the link to POPLA, which I have done, and appeal hearing day is this Thursday, 6th Feb. What do you think my chances are of POPLA telling NCP to cancel the PCCN? All in all, I owe NCP a days parking in effect, which is £4, but they want £75 as per the PCCN (no discount for early payment either!). I have attached a photo of the machine, which if you look above where there is a small dot, that part should display the time... Cheers, thanks & keep up the good work!

Hi guys I have a stupid idea the other day to buy a new washing machine from Brighthouse. After I'd come home and thought about it (after the staff in store where lets say... pushy and I fell into their trap!) I realised that paying £1068 for a washing machine on sale in Currys for £349.99 is ludicrious. I phoned Brighthouse and asked to cancel my order, they told me I cannot, I explained that the hire purchase agreement I'd signed and that is sat in front of me said I had 14 days to change my mind - They've told me that I can only change my mind once the product has been delivered. I have a feeling they're trying to get me to have the washing machine delivered and then tell me because it's been delivered I cannot cancel? This is stressing me out, I simply do not want to be in this agreement with Brighthouse anymore, I'm not bothered about the £8 I paid to them already.. Thanks in advance

I stumbled on this news story,link below, That Bas*ard IDS has really lost it, either that or he knows he has done a lot of damage to peoples lives,that he knows was wrong plus he knows he wouldn't last 2mins without his armed guard, He wont have his armed guard after the tories loose at the next election though, I really hope that he cannot sleep well at nights http://dpac.uk.net/2013/12/machine-guns-vs-disabled-people-ministers-quake-facing-the-wrath-of-disabled-people/

So a really odd one... My washing machine broke, I called Hotpoint and they quoted me 2 prices to fix it next day (one as a care plan, or a one off fee). I wanted to discuss it with my spouse and they offered to provisionally book it in so I didnt miss the available slot and he would call me back at 5pm to confirm. He never called back. The repair man turned up called them back and did the work while I was on the phone to them. I was gonna take out a care plan but then the quoted me a different price, and I didn't agree to it. So they said they would invoice me in the post for works done. By this point the repair man has finished the work and leaves without being paid. I have never agreed a price but they are going to send me an invoice. Will I have to pay it if I disagree with the cost? Obviously they can pick a number out of the air, but the work is done, unpaid, with no cost signed for or agreed. I didnt even sign that the work has been done.

I ordered a washing machine on Wednesday 26th June for delivery on Friday 28th June. I took a day off work and dutifully waited in. I received a phone call at 12.30 pm from the delivery man saying he would be with me within the hour. 6.00 pm rolled around and I made the 1st of numerous phone calls. I was told that my delivery window was 2.25 to 6.25 pm and that I still had 25 mins left in which the delivery man could arrive. I called again at 6.35 pm only to be told that my washing machine had been signed for and fitted. I stated categorically that this was not the case. I was put on hold and then put through to the depot where i spoke to Anna at 6.50 pm who reiterated that the machine had been signed for and was delivered and fitted. She failed to understand that if this was the case, then I would not be calling. She finally agreed to investigate what had happened and would call me back. I called Currys again at 7.30 pm and spoke to a lovely man called Arun who noted my complaint and who contacted the depot again requesting that they call me back. I told him that I could take a delivery tomorrow (sat 29th) but had to leave by 10.00 am as had plans for Saturday that could not be changed. 7.40 pm I received a call from the depot asking about how many door bells were at my flat. Told him only 1 as I have a separate front door from the rest of the house. He told me he would call me back. Waited up until 10.00 pm for a call that never came. Saturday 29th June - called Currys again and spoke to Richard from 8.00-8.12 am, he informed me that there would be a delivery on Sunday 30th and that I would receive a phone call on Saturday to let me know what time. No phone call. Sunday 30th June - called Currys again and spoken to Kalswom at 11.10 am. She informed me that the depot would call me back. 12.00 pm - no phone call received, called Currys again and spoke to Kalswom and eventually her manager Ahmad. He offered new delivery dates, failing to understand that I am unable to take any more time off work. He also suggested that as I was unable to do the dates and times he offered that I should cancel my order. When I explained that I could not take any more time off work but could accept a delivery after 5pm, he was unable to offer this, he eventually put the phone down on me. 1.00 pm - my partner seeing how distressed I was over this called Currys again and was put through to the depot where he tried to sort out the issue. He was also told that he would receive a call back from the depot. 4.25 pm - as we have received no call again from Currys. I called to try and rebook a new delivery date. I spoke to a customer service man called John, who was very pleasant and reasonably understanding of my situation. As my partner has agreed to take the morning off work (as a private contractor, he will not be paid for taking this time off) on Friday 5th July, I asked for the 7.00-11.00 am slot. He was unable to get hold of the depot to confirm this slot. I was informed that someone will call be back on Monday 1st July but he was unable to provide me with a time frame for the call. Given their past history of this weekend of not returning calls, I am not hopeful. Currys has failed to understand the meaning of customer service and that mistakes they make need to be rectified by them and not the customer. They seem to believe that customers can take time off work at the drop of a hat without the subsequent loss of a day/half days pay or precious annual leave. I look forward to updating this post with positive news but am not at all hopeful.

Hi everyone I have a washing machine with brighthouse which went faulty last last Thursday. I phoned the store to be told an engineer would come on out on the Tuesday ,,, no engineer came after waiting in all day I received a phone call asking what the problem was and they asked me for serial number of washer and said they would order the part .. quick diagnosis without even checking . .so I ring the store not very happy .. I was then promised I would have a loan wash machine delivered today after I stressed I have disabled child who soils his clothes and bedding and I need to wash but alas I received no phone call or wash machine ..so again I rang the store who said its down to the service centre but how can it be when my service cover is paid to them?? I m having to go the laundrette whuch has cost me so far just over £ 30 as I cant have my son bedding and clothes soiled till brighthouse sort out my washer so what can I do?? any help advice greatly appreciated

My girlfriend lives in a rental property which is unfurnished except for a cooker, fridge freezer and washing machine. On Friday evening the washing machine packed up, she has searched the internet and had tried several online fixes, nothing that involves taking the machine apart but just stuff like unplugging it and letting it stand for an hour. She has emailed the letting agent about the matter but won't hear back from them until Monday morning as no one works at weekends. My girlfriend is concerned that the letting agent is going to come back and and say that she will have to either pay for the washing machine to be repaired or for a new machine. Neither of which is an option as she is currently unemployed. Can someone please advise as to what her rights could possibly be? Thanks

Hi I have been getting messages from quidmarket on my answering machine (there is 5 of us in our house), saying it is such and such from their legal team and if I dont contact them before 5pm tomorrow they are going to file a CCJ against me, TBH I dont really care what they do to me but other people are listening to these messages, is there anything I can do about it

Hi, I was wondering where I stand with a council PCN I received today. I parked, mid afternoon, on a quiet side road with a contolled scheme. I tried to purchase a ticket from the on street parking machine but it kept rejecting the new 10p I had. When I looked closer, there was a printed note that had been stuck on to the machine that said it wouldn't accept new 5p or 10p. Now, potentially I could use the excuse that I left my car because I went off to get the correct change for the machine. However, I am wondering if the council parking legislation is effective where a machine doesn't work correctly, warning note or not? Any info appreciated.

Hallo, I have a washing machine Siemens E-Nr. WM 14Q4R0 with maximum speed of 1400 rpm. But I am afraid that sometimes the speed is automatically reduced to lower limit. I don´t like this, I want the my washing machine always reaches the maximum speed because I spent a lot of money for it. is there a simple way to measure the speed of the drum? stroboscope light can be a way? or other ways? I thank you for your help bye

hi, the bearings are starting to go on our 2.5yr old washing machine. would i have a reasonable claim under the sale of goods act? it's a run-of-the-mill £200 indesit machine. thanks, kristian

Hi bet I'm in wrong place, hope someone will move me to the correct place need some advice. I live in a three story block of flats a new tenant moved in below me around 18 months ago, I recently received a complaint from the housing officer regarding my washing machine being on during the night, its on a timer to start during the cheap rates times economy 7 once a week, it sits in the kitchen on a concrete floor. The tenant claims he can hear said washing machine, the housing officer has told me to stop using the machine and only use it in the day. Ive been using this machine since the tenant moved in as I said 18 months ago and well before that, what I don't understand is why has it only become a problem now I feel there is some aggregating going on regards to the noise level can the housing officer tell me to stop using washing machine with out checking first whether it really is a problem and not just take the tenants word for it that it is. what's next my tumble dryer my fridge.

I bought a washing machine from Comet that continued to repeatedly break down, eventually they replaced it, I put some more cash towards a better machine. It is an Indesit PWDE 8148s. It is 14 months old. Today it had a catastrophic electrical failure, probably the main PCB board. Also the heater element has blown and the door handle has snapped off. The door handle is integral to the door and the whole door will need replacing. At no time has the machine been abused, it has been de scaled every month or so. I called Indesit who told me, and I quote ''thats just the way it rocks'', they have now sold me a 1 year warranty for 14.99 a month for 12 months and are coming to fix the machine tomorrow evening. If they cannot fix it they will replace it. My question is this, should I be expected to pay this money after just 14 months or can I expect a washing machine/dryer to last longer before needing major repairs? I quoted the sale of good act to Indesit and they told me it doesnt apply to them , it is down to Comet (who are now no more) to abide by this act. Is there anything I can do? Can I have them fix it then cancel the 1 year warranty? they told me to do this would cost £104 which would be cheaper than getting the machine fixed by one of their engineers, it still has a 5 year parts guarantee.

Hi, This is my first post, so hopefully I've put it in the right area. We bought a Hoover WDYN854D washing machine last April. I wanted another Bosch, but they didn't have a washer / drier machine with an 8KG capacity . I was aware of the bad reputation Hoover had earned themselves in the past but thought that they must have got their act together, given the length of time they've had to correct issues within the company. The first sign of any problem was when one of the 32 amp ring main circuit breakers would occasionally trip, also taking out the 63 amp RCD. They would reset ok and we wouldn't have any problems for a week or so. Then one Saturday they both tripped again and when reset we noticed that the washing machine was dead, no display, just a fill valve constantly on. My wife called the Hoover Candy service centre and they sent an engineer out a few days later. He found that a ribbon cable in the wiring loom had been rubbing on the machine chassis and had shorted out. As a consequence the complete wiring loom, controller, display and three valves needed to be replaced. There was no charge for parts, as these are under a five year warranty. There was however a call out fee of £120 for the engineers two visits. We paid the engineer when he had finished the repair. I then sent a letter to Hoover Candy outlining the issue and stating that the problem was caused by an incorrectly routed cable during assembly. I also stated, quite rightly, that the wiring loom is not a wear part. I asked for a refund of the £120 along with re assurance that this issue would not re occur. I received a letter back with the usual nonsense about "striving to give utmost reliability", "continuous quality control procedures", etc. In short, ducking the real issue, which was a machine that had been assembled incorrectly at the factory, necessitating the replacement of most of its electrical components..... good job the parts were under warranty. I sent another letter after this one threatening legal action, I then sent another copy of this letter to them via recorded delivery. To date I have received no reply. I am a qualified electronics / controls engineer and I am quite appalled that a small ribbon cable was carrying enough power to trip a 32 amp breaker.... point 1. I also don't expect a wiring loom to have to be replaced, after all, would anyone expect to have a complete wiring loom on a fourteen month old car replaced? Of course not...... point 2. This may have been a Friday afternoon machine or it might be an inherent design fault, and I really don't care in all honesty. I just can't see why I should have to pay for poor workmanship. So, any feedback would be useful here. Is this a matter for the small claims court, or do I have to take a different route? Hoover Candy, never again

Hi I purchased a washing machine from Curry's in May 2008. All fine until last year when door seal went. Repaired as I have a Whatever Happens policy. Last year 2 main boards replaced within 3 months and then on Friday it stops turning. My policy states if I call on a Friday they will come out on a Tuesday but they said not possible and they came today. Guy/engineer says it may need a new motor and he orders new part and it should be available next week. I call as I'm not happy. Family of 5 and no machine. They say they have 21 days to repair as they don't class it as essential. They are also supposed to call a few days before to try and diagnose so they can have parts ready but they didn't even do that. I could scream. I'm now doing a 60 mile round trip to my parents to get washing done. The policy is fine as long as the machine is still usable while waiting for parts but totally crap if it breaks and can't be used. I would advise people not to bother with a policy and just save the money so when it breaks you can just purchase a new one. What I want to know is how many times are they allowed to repair before replacing cause this is its 4th repair and I'm fed up.

I have read a few things about holes in clothes online regarding washing machines. Although this is a strange one, purchased three new T-shirts and a jumper last week, washed them separately in the washing machine and all four items had small holes in them. The T-shirts in the sleeves and the jumper in the back middle. I emailed the manufacturer over the weekend to gain some sort of response, I received the email reply below. However when I called them they are sending out an engineer, although the machine is still under guarantee it is now 7 years old. Engineer is booked for Wednesday, not sure what the response will be but judging from past experience with them it took six call outs before they replaced the PCB on the machine. Any suggestions? Many thanks for your recent email. We are very concerned to learn of your disappointment in the performance of your appliance. We would assume that your machine is working to specification and that there are no mechanical or electrical faults present. Modern machines are now more efficient than older appliances and use less water to provide greater economy and efficiency. As a result, the importance of correct programme selection is crucial to a good wash performance. Each specific programme has been designed with a particular fabric in mind, so it is very important that the clothing care labels are strictly adhered to. Please refer to your instruction manual for additional information. It is also important to make sure that the machine is not overloaded, as this would have an adverse effect on the wash. We recommend choosing the Short programme which will make the wash less vigorous and, in addition, you may wish to select the Water Plus option or a delicate wash cycle to add more cushioning to your wash items. Furthermore, you may wish to programme the Gentle Action function into your appliance, as this has been specifically designed to reduce the drum action and the agitation it can cause on garments. To programme this function, please refer to page 64 of your operating manual (Programmable Functions chapter). It is also worth mentioning that biological detergents may cause damage to certain natural fabrics as the enzymes in the detergent can destroy the natural proteins in the materials. We hope that this information will help to improve the situation and restore your faith in our brand.

In Jan 2011 I bought a Zanussi ZwI1125 washing machine from Comet for £463.50. In August 2011 clothes that we had washed started to come out of the washing machine with rusty brown stains and then the drum stopped spinning. We rang Zanussi and they sent out an engineer to fix the problem. This February the washing machine started to make the brown stains again. As the warranty from Comet and Zanussi had run out a month earlier I rang the Comet helpline and paid for an engineer to come out. When the engineer arrived I said I thought there might be a problem with the drum as it had been making a very loud noise and the same problem had occurred 6 months earlier. He turned it onto spin and as it was no longer making the same noise so said that I should probably check the filter for coins or hair grips and if that wasn’t the problem and it still continued to make the noise I should ring Comet back and they would send someone else round. I checked the filter and there was nothing there. In the following weeks the noise stopped but the brown marks would still occasionally appear and so we started to only wash darks in the machine and take whites elsewhere to be washed. In June the drum in the washing machine has completely stopped working and will not spin despite the fact the motor is still working. Water has also leaked out onto the floor in the kitchen and there are holes in a number of items of clothes that were in the machine at the time. I wrote to Comet regarding the SOGA and they replied saying "while goods must conform to contract at the time of sale the Act does not require that they should remain so throughout their working life as it recognises that goods cannot always be expected to work fault free. They can break down through normal use and the Act does not hold the seller responsible for that.Furthermore after six months from purchase it falls on the consumer to prove the lack of conformity existed at the time of sale" I contacted citizens advice and they said I should write back quoting Sales of Goods Act: section14, 2b, subsection (e). For the purposes of this Act, the quality of goods includes their state and condition and the following (among others) are in appropriate cases aspects of the quality of goods — (e) durability. Comet then replied saying that they refer me to their previous letter. Since then I have used Money Claims Online and have just received the acknowledgement of service with Comet wishing to defend the claim. I'm a little apprehensive about the next stage being court action. It seems to me from what I have read that they are in the wrong but I can't see how I would stand a chance against a solicitor from Comet if it does go to court as I don't really know what Im dealing with? Any advice would be greatly appreciated.

Hi, Daughter bought a return rail ticket from huddersfield to york. On the return journey the following day, she put her ticket through the machine to access the platform, the ticket machine ate her ticket. She caught the train and an inspector asked her for her ticket. She expalined what had happened ,she didnt have any more money ,as she had already paid for her return ticket. He kept her at the back of the train and had her removed in Leeds. She has now recived a letter saying that unless she pays £83. she will go to court. She has never been in any sort of trouble and is scared to death. Should we pay the fine for her or do you think we should fight it. Thanks

Clarkes iG2200 inverter generator puchased july 1st 2011 12 month garrentee,cost £479.77. Worked for 12 hours over a 7 day period, not worked since been in to phoned machine marts tech department and it sent to them in Nottiningham they had it for 2 weeks sent it saying spark plug faulty air bubble in fuel line. Brought it home couldnt get it started. Took bach to store chap took it into the back of shop came back said can you hear it runing well i could hear a geni running but didnt see them start it or that it was mine. Home we came couldnt start it. Took back to store they could not start it. It was sent back to tech dept with letter from me refusing the item we had had the geni for 4 months by this. I asked for a replacement or refund. Got a letter from there head office saying awaiting engineers report, then a letter saying it was working ok and refusing refund or exchange. Brought it home would not start took back to store thay could not start it. This was the 1st dec 2011. The store got thier local engineer to look at it, he could not start it but he said the spark plug was coked up and was a cheap and nasty spark plug. Put a different one in after struggling with it for 2 days he got it started. We brought it home on the 16th dec 2011, have tried to start the generator several times since then it wont start spark plug coked up again. Card company legal dpt took it up but wont help they say its up to me to prove it wont start not the to prove it will. Help please

Hi was wondering if you could help, brought a washing machine from argos 16 months ago and the bearings have gone on it making it unuseable. Have phoned argos and they said they are unable to help as it is after the 12 months warranty! They gave us 2 phone numbers 1 was a warranty company and the other was hotpoint direct, both places wanted around £200 to help. Reading through some previous threads on here i see that it is argos themselfs who need to fix the problem. Can you please give some advice on what to do and what to say to them please, many thanks.