To ask if the supplier (a well known household name)

[Izzy24]

Should replace the faulty new washing machine which was delivered today?

According to them I have to contact the manufacturer, get them to come out and confirm that the washing machine is faulty, and THEN the seller will take action.

According to me my contract is with the seller who has supplied goods which are not fit for purpose and should replace it.

But they won’t budge.

Thoughts?

@nomoneytreehere
Yes, bought online. Will try again tomorrow.

Twitter. We had an issue with father in laws treadmill. BIL tried to resolve for best part of 3 months. DH contacted them publicly on Twitter issue resolved and compensation paid within 48 hours

@Karatema

Good suggestion thanks.

Your contract is with the seller. Rinse and repeat.

@Travis1

Another good idea!

@godmum56
I know you’re right and this is what I tried to do for an hour and a half this evening! They just wouldn’t budge!

But with all the information and suggestions for everyone here I will be on it again tomorrow!

I had this with a local company. Happy to sell me the item but washed their hands when it went wrong. Manufacturer were less than interested.

Agree that John Lewis are truly awful these days (their online service). They don't deserve their reputation

John Lewis are just appalling these days. They'll be the next one to hit the skids as they just reply on the reputation they hold with the older generation. They're no better than any other retailer, and in fact sometimes worse, and they're much more expensive.
PP's have already suggested what I was going to so I won't repeat it but good luck.

I work for another retailer that sells washing machines . Our policy is the first 30 days is with us and then after that with the manufacturer .

If you bought it online you have different rights to if you bought in store . If you bought online the law states you haven’t been able to see the item YOure buying so you can send it back and you have the right too ! It’s a consumer right . We have to take a lot back due to this . Look into your rights .

Eurgh my mum has had the same with John Lewis. It's a John Lewis branded item which she bought from a John Lewis store, yet they keep directing her to the manufacturer. Really poor customer service

Really disappointed with JL

Thanks @Accidentgirlfriend

This is why I buy all electricals from AO now. They have brilliant customer service and are also almost always the cheapest. They replaced my washer dryer which broke down after ten days - took them two days from my phone call to having the new one delivered.

@amillionmenonmars
I certainly won’t use JL again.

I bought a Bosch dishwasher from the local euronics but the door broke.

I just called Bosch who sent an engineer and because I had proof of purchase, they fixed it free of charge.

Is it the Bosch Siemens group who make the JL branded stuff?

[quote Izzy24]@godmum56
I know you’re right and this is what I tried to do for an hour and a half this evening! They just wouldn’t budge!

But with all the information and suggestions for everyone here I will be on it again tomorrow![/quote]
go you!

@amillionmenonmars

This is why I buy all electricals from AO now. They have brilliant customer service and are also almost always the cheapest. They replaced my washer dryer which broke down after ten days - took them two days from my phone call to having the new one delivered.

Boots appliances, they use AO to fulfil the order but you get advantage points which rack up really quick when you're spending several hundred pounds on an item.

But with all the information and suggestions for everyone here I will be on it again tomorrow!

I wouldn't bother phoning them again- put it in writing (online chat can be good for that) and give them clear timescales to respond.

You are exercising your Right to Return under the Consumer Rights Act 2015. I doubt you will have any difficutly getting a chargeback (and it certainly isn't fraud).

No further advice that you have had OP

But the fact that boots sell kitchen appliances is news to me how did I not know this ?!

@Quickchangeartiste

I had this with John Lewis, their own badged machine. 8 months, still fighting.

I'm not surprised. Expensive HP laptop failed in warranty. Never fixed. I no longer buy anything from John Lewis. Prior to this most of my household goods and furniture came from there. It's a shame that they dont realise that reputation once lost is very hard to restore.

[quote Izzy24]@Morechocmorechoc
When I told them I would contact my credit card company and stop the payment as the goods were faulty they said that would be fraud….[/quote]
Its not fraud if the goods are faulty

So an update:

I thought I would try speaking with them once more (in case I got a more helpful person).

He was lovely. He said ‘it’s lucky your machine is xxxx because our arrangement with them is that we just arrange collections and replacement/ refund due to the fault. With other manufacturers you have to get the fault confirmed by their engineers before anything can happen. He also said’ I can see your call yesterday evening went very badly wrong’.

I said ‘great - thank you so much! When do you think it can be collected?’ He said he would find out from the team and to hold on …’

20 minutes later he returned to the call and said the information last night stands! I asked him how that could be when he’d told me himself at the beginning of the call that it could be sorted out straightaway.

No response to that, just repeated what he had already said.

Email to the CEO sent and I await a response…….🤷‍♀️🙄

Bloody hell, it's like banging your head against a brick wall! This would be laughable if it wasn't so frustrating for you!