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extended warranty - repair taking forever!

(8 Posts)
pb64 Sat 23-Mar-13 21:57:59

I'm seriously pissed off so apologise in advance if this is long and ranty! I will try to keep it as short as possible.

My washer dryer has broken and I called the warranty group on the 8th march to arrange an engineer visit. The engineer came on the 13th, ordered parts and arranged another visit on the 20th - I was told the repair would be completed and the machine would be useable again from the 20th.

Another engineer came on the 20th and discovered another fault requiring another part so it was still not working. No appointment booked as he didn't know when the part would arrive.

I called yesterday morning and was told that the part was due to arrive today but no engineer would be available until 27th! I have a very recently potty trained toddler and a baby so this is a long time for me to be without a washing machine. I have spent a small fortune in the launderette so far. I explained this and was given a number to call to arrange some compensation, I called it and the number wasn't recognised.

Then yesterday evening I got a voicemail message from them saying they can't get an engineer out until April 5th because of the bank holidays coming up shock

I called back and told them that this is too long and they need to get someone here sooner than that, its already been 2 weeks and I am not waiting another 2 weeks. Leaving someone a whole month without a washing machine is not acceptable. The bank holidays are not until after the 27th anyway so I don't understand what the problem is. The woman seemed completely disinterested and said the part is not available until then and theres nothing they can do. She denied that I had been told that its because of the bank holidays even though I have it recorded on my voicemail and when I repeated that their response is not acceptable she gave me a number to call to complain which is for a different warranty company - ie nothing to do with it!

I called back and the office had closed. I've been googling to find the number to make a complaint but can't seem to find anything and I don't know whether I need to complain to the warranty group or indesit and none of the call centres are open over the weekend anyway. I am beyond livid and ready to create a big fuss but I have no idea what I can realistically ask for, any ideas anyone? Sorry again for the length and rantiness blush

pb64 Sun 24-Mar-13 10:15:16

Bumping in the hope that someone who knows about consumer law sees this. Dh and ds are both throwing up this morning so the situation just got a lot more desperate!

mowbraygirl Sun 24-Mar-13 12:46:33

I am sorry to hear what you are going through with trying to get your wahing machine under a warranty.

I have had various friends who have in the past been in the same situation and have had to wait weeks to get the machine fixed. Always some excuse about having to order parts and then wait for a engineer to come . According to the local repair company I use a lot of spare parts are made by a couple of companies and fit all different machines and are easily available or at least they have lots in stock and if not are able to get them in a day or two.

I am afraid I have no advice for you other than to keep ringing them every day have you had a good read of the terms and conditions of the warranty is there any guarantee that they will repair or replace - if you have that sort - within a certain period. I hope someone more knowledgeable will come a long and point you in the right direction.

Lomaamina Sun 24-Mar-13 17:25:59

Try emailing the chief executive - I think you said Indesit - it's Indesit UK (Hotpoint, Indesit, Cannon and Creda)

pb64 Tue 26-Mar-13 09:41:43

Thank you both! I spent most of yesterday on the phone and am still no further forward. Citizens advice consumer line were not much help either. I emailed a complaint and no reply so I'll try the chief executive, thanks for that Lomaamina. If nothing else I've learned a lesson from this - never waste money on extended warranties! I could have bought a new washer dryer for less than I've spent on the extended warranty on this and the launderette and phone calls angry

Lomaamina Tue 26-Mar-13 17:09:12

Good luck with that. I find that the CEOs have their own team to accelerate customer complaints. Very frustrated on your behalf!

getmeoutofthismadhouse Tue 26-Mar-13 17:17:08

Yes I would too email the ceo I did with sky and got quite a good compensation deal. A month without a washer is beyond ridiculous !!

digerd Tue 26-Mar-13 17:31:13

Phone Trading Standards. They have a list of how long an item should last. Extended guarantees are not necessary. With boilers they should last at least 6 years without gong wrong and the person responsible for repairing the item is not the manufacturer, but the person/firm who sold it to you.
I did not ask about washer dryers.
I too in ignorance took out an extended guarantee in 1998 for a WD bought from Currys - a Hoover. It went wrong several times and had it repaired 5 times , but then the dryer packed up 3 months after the guarantee was up.
The washer is still working, though.

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