My feed
Premium

Please
or
to access all these features

AIBU?

WIBU to cancel my order over this?

63 replies

MessyHouse91 · 24/07/2017 18:50

I'm having a new washing machine, tumble drier and dishwasher delivered from AO tomorrow. All the way through ordering and changing the delivery date, the service has been absolutely fab, the website is user friendly and the phone system actually recognises your phone number so you don't have to confirm your order number each time you call up. Dead impressed so far!

I had a phone call this evening (they actually called DP but he gave them my number, which is another thread entirely) trying to sell me some sort of extended warranty type thing. For £15 a month or so for the three appliances, they'll replace them when they pack in. I told the bloke I wasn't interested (I've never been a fan of warranties, I've found they have all sorts of ways of not paying out). I pointed out that, if I put £15 a month away, in 3 years or so I could replace the appliances I just bought myself (we've bought beko so not massively expensive), at which point I could shop around, get the best deal or choose to upgrade.

He then starts talking about how things aren't built to last any more, while you'd hope I get three years out of my brand new appliances they get a lot of phone calls when they break down before that. Apparently if you do more than 4 loads of washing a week (doesn't everybody?) you're considered a heavy user, and it's much more likely to break down in as little as two years.

Obviously a bit pissed off at this, I called the call centre back, saying that I was a bit irked that someone has called me before I even get my order to tell me they might break down in two years! I got the usual 'thanks for your feedback'.

Would it be unreasonable to cancel the order over this, considering even their own staff don't have that much faith in their product? And am I unreasonable to expect at least three years use out of brand new appliances?

OP posts:
OffcialMalbecTaster · 24/07/2017 18:55

Their timing isnt the best but I dont think its a lack of faith more how can we convince you to part with more money to us. So I think YwouldBU to cancel the order

dementedpixie · 24/07/2017 18:57

They always try to sell extended warranty and I just say no

Grimbles · 24/07/2017 18:57

The warranties are dealt with by another company, not AO themselves.

Whoever you get them from will try to sell you an extended warranty!

CharlieWork · 24/07/2017 18:58

I had this and they were fucking cheeky bastards! I put in a complaint

Callmecordelia · 24/07/2017 19:00

This is why I won't order from AO again. I was shocked at the rudeness and hard sell of the extended warranty call.

Aquamarine1029 · 24/07/2017 19:02

The person who called about the warranty may not have been employed by the store. Most big appliance retailers use outside firms for the warranty calls.

MessyHouse91 · 24/07/2017 19:02

@Grimbles I'm happy for them to try and sell me the warranty (and was eventually expecting the call), I'm not happy to be told that they're always getting calls after two years when they break down - I'd expect longer! I did double check when I called the call centre back and they were employed by AO, not a third party.

OP posts:
MessyHouse91 · 24/07/2017 19:03

@Aquamarine that was half the reason I called the call centre, I expected that this is a third party and they'd want to know how it comes across - turns out they're employed by AO! Amazed considering how great the rest of their service has been.

OP posts:
MissClarke86 · 24/07/2017 19:04

The appliances aren't manufactured by AO though. So wherever you get it from it'll last the same amount of time.

JaneEyre70 · 24/07/2017 19:06

We bought from AO and got exactly the same....mountains of phone calls trying to sell extended warranties. Think most companies do the same tbh these days, apart from John Lewis. I said that if it broke within 2 years, they'd be getting it back along with a snotty letter Grin and they could shove their rip off warranty where the sun don't shine.

MessyHouse91 · 24/07/2017 19:08

@MissClarke86 You're absolutely right, but as they're all the same (in fact, a little cheaper elsewhere but I bought from AO because I was impressed with the service) then I'd rather buy from somewhere where I won't be bothered of an evening to listen to 15 minutes of why my washing machine won't do two years. Just seems very tactless.

OP posts:
GladAllOver · 24/07/2017 19:12

Other retailers try it on as well. It's standard practice to suck more money from you. But cheaper machines do fail sooner.

If you can afford it, spend the extra money for a Miele. It's a big investment but cheaper in the long run. And it's not just the repair bills you save but the nuisance of a sudden flood, or the machine suddenly being out of order when you need it most.

My parents' Miele WM is over 10 years old and has never needed any service at all. Mine is only 6 years old so far, is used every day and is like new.

MessyHouse91 · 24/07/2017 19:16

@GladAllOver A Miele is what I had I mind for next time! I'm dead jealous! The Beko is just to see us through while we save for it (doesn't mean it shouldn't do two years though!)

OP posts:
Callmecordelia · 24/07/2017 19:16

Funnily enough I've had a new washing machine installed today. Supplied and installed by our local Euronics dealer for a cheaper price than AO, and they plumbed in the condenser tumble dryer I've already had for a year for free. They didn't charge for disposal of the old machine either. When they told me the price I was astonished. Better customer service and I could just ring the shop when I had a query about the delivery. It was brilliant - never going to John Lewis or AO ever again!

Callmecordelia · 24/07/2017 19:17

And no hassle for an extended warranty either.

StarryCorpulentCunt · 24/07/2017 19:21

I wouldn't expect a beko to last a year. In fact I wouldn't trust one in my house.

TinselTwins · 24/07/2017 19:27

It is true though, newer machines do have built-in obsolescence these days and become un-repairable quite quickly.

I wouldn't pay thee £15 but also I don't think it means he doesn't have faith in their product, it's just modern electrical products in general.

pigsDOfly · 24/07/2017 19:27

I wouldn't cancel the order. The company that sell the warranties deals with most of the big brands so it's unlikely to actually be anyone directly connected with AO.

I had a very similar conversation about extended warranties when I refused to buy them on three of my Electrolux machines when I moved into my new house.

The guy said exactly the same thing and started going on about how they don't last longer than about two or three years. My response was that they must be rubbish in that case and if they failed after such a short time, I wouldn't want to replace them with the same rubbishy brand so I'm still not buying a warranty.

He become quite pushy and unpleasant in the end. Didn't get him anywhere though.

I get letters from them all the time and I just throw them away. The yearly charge to cover all three machines would be more than the cost of replacing any one of them. Can't see the point.

Zaphodsotherhead · 24/07/2017 19:27

To be fair to them, when I had kids in the house and used my washing machine every day, I used to get through a washing machine every 18 months.

Nousernameforme · 24/07/2017 19:34

When I've bought things from Ao I always get the follow up calls usually after the things have arrived and I just say no thank you and hang up.

However if you were to contact ao and say you have had their warranty people on the phone telling you your appliance isn't likely to last very long, why are they allowed to see such shoddy stuff? etc you might get an apology and the warranty people might get retrained

lavendergardenmint · 24/07/2017 19:36

I do know what you mean, OP. I got a similar hard sell phone call when i got a store card years ago for the 10% off. I refused their insurance and had to explain why i didn't want it which annoyed me.

I wouldn't cancel the order but I think you were right to give feedback.

MessyHouse91 · 24/07/2017 19:37

@Nousernameforme I did call them as soon as I hung up - I said exactly that and they gave me the usual 'thanks for your feedback' rubbish. I'd have pushed the point but I used to work in a call centre and hated when people called to complain and then start fishing for vouchers.

OP posts:

Newsletters you might like

Discover Exclusive Savings!

Sign up to our Money Saver newsletter now and receive exclusive deals and hot tips on where to find the biggest online bargains, tailored just for Mumsnetters.

Log in to update your newsletter preferences.

You've subscribed!

Parent-Approved Gems Await!

Subscribe to our weekly Swears By newsletter and receive handpicked recommendations for parents, by parents, every Sunday.

Log in to update your newsletter preferences.

You've subscribed!

GladAllOver · 24/07/2017 19:39

@GladAllOver A Miele is what I had I mind for next time! I'm dead jealous! The Beko is just to see us through while we save for it (doesn't mean it shouldn't do two years though!)
I got a loan to buy mine. Paid it off over three years. Total cost about twice of a Beko, but has already lasted twice as long and has lots of life left. I reckon that's far better value than a cheap one.

Goingtobeawesome · 24/07/2017 19:44

We bought from AO last year and didn't get this. However we do have a policy which covers three policies. We pay about £10 a month. It's given us a drier, a washer and two or three dishwashers. It's fab. Also, when things go wrong the guy comes to fix it within a few days and actually listens when we say what's wrong so brings the right bits. If can't be fixed we get a new appliance.

goshthatseemsalot · 24/07/2017 19:45

I have a Miele dishwasher. It is very average. Wouldn't buy any more Miele.

Please create an account

To comment on this thread you need to create a Mumsnet account.