Broken washing machine less than a year old Consumer rights?

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Washing machine broke within a year of having it. Called the company - Hoover. They sent out an engineer, it took 2 weeks for them to come out, engineer said it needs a part which isn’t available and might need to be specially made or the company might decide to replace the whole machine, dependent on cost to them and stock of spare part. This would all be covered under warranty supposedly. It was a week short of a year old.

I rang Hoover a day or two after the engineer came out to chase it up to be told that the engineer hasn’t even ordered or specified the part. It’s just saying ‘repair needed’. They have emailed engineer with no response yet.

I have been told that it could take weeks to get this sorted. If the engineer orders the part they give themselves 28 days after this to source said part if and if they can’t they will offer a replacement. I feel this is too long snd I’ve asked them for a replacement now but they won’t budge.

I told them I cannot wait potentially another 28 days or more. It’s already been 3 weeks and it’s been awful not having a machine, we have a lot of washing, my children are disabled and traipsing them to the launderette isn’t easy.

to me to seems like it will just end up being replaced so why not just do it now? Apparently the part is hard to get hold of and it’s also an expensive fix for the company.

what are my rights? Can I just demand a replacement or even a refund?

i have two disabled children, a lot of washing, half term and living in the middle of nowhere. It’s hard work getting to the launderette.

^I would not recommend Hoover as a company!

You should be able to get a replacement from the company you purchased it from under the consumer rights act. It's the part about goods being fit for use.

All electrical goods come with a one year guarantee and the vendor is responsible for replacements.

Thank you. They are saying they will consider replacement after 28 days of not being able to source the part needed! But I’ve told them 28 days is too long!

Ty. Without having to wait 28 days?

Did you buy it directly from Hoover?

28 days without a wedding machine doesn't seem reasonable.

You are entitled to a full refund or replacement. They have supplied you with faulty goods. Posting on their social media page might help

Under EU law your contract is with the seller (shop or wherever you purchased). You should not have to deal with Hoover if purchased from a shop. Not sure how this applies to UK purchases now we are out of EU but worth looking into.

Sorry no I should have said we didn’t buy from Hoover, it was from AO. However, it’s less than a year old so was told it would be under warranty by Hoover, we also pay insurance with domestic & general!

annoyingly if I contact AO now it might be too late as it’s not been over a year - even though it broke within the year!

we are considering buying a second hand machine to tick us over. I cannot be without it 😭

So your consumer rights lie with AO. Your warranty with hoover is terms and conditions based.
It does matter if the item is over a year old, you still have your consumer rights under the Consumer Rights Act.
You can ask for a repair or a replacement (the trader can choose whichever is cheaper).
If they repair the item and it breaks again you can then argue for your final right to reject where you get your money back. As you have had it over 6 months you wouldn’t get the full amount back.

I've had a similar issue with a kitchen appliance and was without for 6 weeks. It's not acceptable and under consumer rights/sale of goods act they should replace. However they don't and you would have to take them to court to enforce it. It's not good enough!

www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/.
May be some help here for you. Definitely don't worry about the 1 year warranty expiring, Consumer rights laws still apply.