AEG condenser dryer, to accept an engineer visit or get it exchanged?

(26 Posts)
Missingsleepandthecat Sat 19-Apr-14 12:12:33

Hello,
I don't know whether this should go in the AIBU section or here.
I have had an AEG Lavatherm condenser dryer from John Lewis for roughly 3 months, when I go to use an Easy Iron programme (timed and takes 20 mins) the dryer will stop after 5 minutes and say that its finished when it clearly hasn't been 20 minutes, I know its only one programme but at the end of the day, is 3 months old and has had light use so it shouldn't need to be repaired!
John Lewis have offered to send an engineer out but I don't know if I should kick up a fuss and ask for a refund as its so new.
Help please! sad

Pumpkinette Sat 19-Apr-14 13:30:08

I would get the engineer to have a look first. If the problem cant be fixed the they should offer a replacement. If it gets repaired and the problem comes back again then demand replacement - John Lewis customer service is normally pretty good.

Missingsleepandthecat Sat 19-Apr-14 13:38:57

Pumpkinette They got back to me, JL have been helpful but I'm concerned that it will go again, it doesn't fill me with confidence because I only use it when its wet out or when theres laundry congestion.

ouryve Sat 19-Apr-14 13:41:25

What pumpkinette said. I used to love AEG, but I've been put off them by terrible build quality. I had one that went wrong every few weeks until we persuaded AEG to replace it, still just inside the warranty period - or rather the engineer did. I thikn they were sick of coming round and their final repair was followed a few days later by the circuit board blowing!

We gave up on the replacement after 2 years and it's 3rd repair.

dexter73 Sat 19-Apr-14 14:05:39

I don't think you can insist on a replacement if they have offered to send out an engineer.

Missingsleepandthecat Sat 19-Apr-14 14:17:20

Thanks Ouryve I've had an email back from JL and they have considered the fact that it was used lightly and want to give me a refund/replacement

Pumpkinette Sat 19-Apr-14 14:25:51

Look on the positive side - if it gets repaired and breaks again in say 6 months and you get a replacement then (so 9 month old machine) the warranty for the new replacement machine will be another 12 months from the date you get it. So ideally if you are getting a replacement you want it later rather than sooner.

I had issues previously with a 6 month old washing machine (glass door shattered on in its own - not plugged in or in use), engineer was sent out and i was informed that the door would be replaced. 3 weeks later i get a call to say and I was getting a replacement washing machine so its effectively an extra 6 months warranty as the new machine warrently starts from the date I got it.

Missingsleepandthecat Sun 20-Apr-14 13:53:33

They have changed their minds, again. Now its a repair and I need to get the serial number off the dryer to give to them, thankfully, the engineer who they are sending is the same one who came to sort the dishwasher out when it played up and he did a good job on it. Hoping for the best...

PigletJohn Sun 20-Apr-14 16:25:55

it is worth remembering that the very sound German AEG company went bust some years ago, and the remains were picked over and sold off piecemeal.

Electrolux bought the brand name for use on household appliances, so now it is just a name on a badge. I am sure they are just as good as any other Electrolux product.

I still have one of the old German AEG vacs in the garage, and it is very good, but bears no relation to current appliances with the same name on them.

BoffinMum Sun 20-Apr-14 16:26:34

If it is less than 6 months old they are obliged to replace it if you prefer that.

Missingsleepandthecat Sun 20-Apr-14 18:00:13

PigletJohn DS2 (16 and my youngest) is into his appliances and told me about this when I bought it, and I just wish I'd chosen out the basic hotpoint that was stood next to it (timer and a hot/cool button) and saved myself the issue.
BoffinMum Its in their policy not to refund me on the appliance or replace with a different model.
At least we're nearing the end of this.....I hope...

BoffinMum Sun 20-Apr-14 23:26:58

It may be their policy but unfortunately for them they are breaking the law. wink

Missingsleepandthecat Mon 21-Apr-14 16:49:10

Had yet another email, they wont send me guarantee information even though they keep saying its under their two year warranty...this is getting irritating.............

BoffinMum Mon 21-Apr-14 21:00:29

I would write a letter to the head of John Lewis and watch them run around sorting it out.

I have stopped buying appliances from JL as frankly their warranties are useless. They left me without a fridge for a month in summer once due to their faffing about. Apparently a fridge is not an 'essential item'. Makes you wonder what the hell is.

Missingsleepandthecat Mon 21-Apr-14 22:02:17

I'm getting very titted off annoyed with it all BoffinMum

BoffinMum Mon 21-Apr-14 22:10:24

Thing is, JL don't do the repairs/warranties, it's Marsh and also some outsourced repair company.

Missingsleepandthecat Mon 21-Apr-14 22:19:32

I knew that when they told me to contact Service Force (Electrolux group service) but what I'm concerned about is that I'll be charged because I arranged it myself

BoffinMum Mon 21-Apr-14 23:11:34

No, if it's in guarantee you won't be charged, but in your shoes I would insist on my legal rights and a new machine. Service Force take a fortnight to come out usually.

ouryve Mon 21-Apr-14 23:17:41

Serviceforce don't charge, if they have the warranty information.

AEG policy, though, is 5 repairs under warranty before they'll even consider a replacement, unless the fault is uneconomical to repair. On the 5th repair, I'm convinced that the engineer made sure that the latter would also apply, since we only had 3 weeks of guarantee period left, at the time (and we're a hell of a drive from their office!)

I do wonder if JL have recanted their replacement offer to you because of AEG's stubbornness.

ouryve Mon 21-Apr-14 23:19:54

And on average, they took a week to come out to us. In contrast, got a Bosch/Siemens engineer out within 3 days, the week before Christmas when a furball killed the drainage motor in our current washer-dryer. I made sure we had a 5 year warranty on this one grin

wooldonor Mon 21-Apr-14 23:23:49

I had a similar problem with a (non AEG) dryer and was also offered a repair. I wasn't happy and spoke to trading standards and I was told that legally they don't have to offer you a refund a repair is acceptable under consumer law. As it turned out I did get a new machine without too much trouble but BoffinMum could you link me to where I can find legislation that would prove trading standards wrong, I looked at the time but could only find references that supported what they said.

Missingsleepandthecat Tue 22-Apr-14 20:03:49

I was asked by Serviceforce (Steve, my local service force engineer) over the phone to test the dryer just in case it righted itself, this time its stopping still but I can smell burning?confused
Will be calling him again to tell him and to arrange a date to come out.

BoffinMum Thu 24-Apr-14 12:53:44

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Missingsleepandthecat Thu 24-Apr-14 12:54:08

Service Force came, the dryer was fine as such, there was a false error on the board so he did a reset and now its working brilliantly!

ouryve Thu 24-Apr-14 13:21:11

Hope it behaves itself now - and it it doesn't, it breaks before the warranty runs out!

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