The washing machine broke down under warranty.
A washing machine breaking down some time after purchase is an unpleasant situation, leaving many unsure what to do. When the washing machine's warranty is still underway, the question arises: can I cancel it and get a refund, or will I have to send it in for repairs? In this situation, the key is not to panic. What's happened is what happened, and no one is immune. Let's figure out what to do.
Procedure
A washing machine can fail for a number of reasons. These could include defective components during assembly or a power surge. The most common problems users encounter are:
- the machine does not turn on and does not respond to pressing buttons;
- when washing and spinning, the machine knocks and makes a humming noise;
- After starting the program, the machine does not fill with water;
- The drum door does not open after washing..
When your car breaks down, don't randomly press buttons or unplug the power cord. This won't solve the problem and could actually make it worse. If your washing machine breaks down, find the instructions and read them carefully, The cause may be improper operating conditions, such as a clogged drain filter. Cleaning it will solve the problem.
In such a situation, the first thing to do is to eliminate everything that could cause the machine to malfunction:
- check that the water supply and drain hoses are not kinked;
- Is the water supply tap open?
- Is the socket burnt out, etc.
Important! Do not disassemble the washing machine if it breaks, and do not attempt to repair it while it is under warranty. Connecting it yourself does not void the warranty, as long as the connection is correct and does not cause damage.
If the machine is truly not working, the first thing you should do is look for the warranty card. Carefully check the machine's purchase date and warranty period. Then, feel free to contact the service center. By the way, the service center phone number may be indicated in the warranty card or on the washing machine itself. If you don't have these numbers, you can contact the store and provide the receipt, sales slip, and warranty card for the washing machine. You can request the following from the seller:
- free car repair;
- money back;
- or exchange for a similar option.
The seller may unconditionally agree, and the issue will be resolved. The seller will likely offer to have the washing machine inspected to determine the cause of the malfunction and make a decision based on the results. Alternatively, the seller may categorically refuse to accept the item or engage in any further dialogue with you.
Important! The seller may unreasonably delay the inspection. In this case, you should file a complaint with the store, and if there is no adequate response, take legal action.
What if the seller refuses?
So, if the seller refuses to refund your money for the item, exchange it, or conduct an inspection, you need to write a free-form complaint outlining all your demands and reasons. If the seller refuses to accept a written complaint, you need to send a letter of complaint by registered mail. Then, wait 10 business days. If the seller doesn't respond, contact:
- to the Society for the Protection of Consumer Rights;
- to the Federal Service for Supervision of Consumer Protection;
- or to court.
We contact the first two agencies with a free-form letter asking for assistance in the current situation. As for the court, we must file a claim in the established procedural form. A lawyer is the best person to do this, so in this case, you'll need to contact one. A properly drafted document will reduce the time spent on proceedings.
After filing a complaint, if the seller responds and communicates with you, you should proceed according to the response. Most likely, the seller will offer to return the machine to the retailer where it was purchased or to a specialized service center for inspection.
Please note! The seller may provide free delivery of the vehicle to the inspection location. If the vehicle is not working due to the seller's fault, they are responsible for covering all costs.
After delivering your washing machine to the service center, you must receive a certificate of acceptance for inspection. The certificate must be dated and contain all necessary details, such as signatures, seals, etc.
After returning the car and receiving the certificate, we only have to wait for the expert's report. The examination is carried out within a reasonable timeframe. If the seller delays the examination, they can be held accountable for the costs associated with the delay. The following options are available:
- the washing machine has a defect due to the fault of the seller/manufacturer - we have the right to demand an exchange of the product for a similar one, a refund, or free repair;
- The washing machine broke down as a result of the user's actions - we will not receive a refund or exchange of the product, but we reserve the right to demand an independent examination, and if refused, we can go to court;
- If a washing machine is damaged due to the fault of a third party, such as a power surge, poor water supply, etc., we have the right to go to court to prove the third party's fault and hold them liable for civil damages.
When can I return or replace my car under warranty?
If you mistakenly accepted a washing machine from a seller without noticing any defects (major or minor), you can return it to the seller within the first 15 days of purchase and request a refund or exchange for a similar machine. In this case, it's crucial that the defect is obvious and not your fault, such as improper connection.
Please note! When purchasing a washing machine online, the return and exchange period is 7 days.
If the seller doubts that the defect was their fault, they have the right to take the item back for an expert assessment. The consequences will then follow based on the results of the assessment, unless, of course, you go to court and request an independent expert assessment to confirm that the car's breakdown was not your fault.
If there are no defects, you cannot return a washing machine to the store even within fifteen days. This is because the machine is a technically complex piece of equipment, and without obvious defects, it cannot be returned or replaced. You can clarify all the details by reading the Law "On the Protection of Consumer Rights," paying particular attention to Articles 18, 19, and 22. Therefore, you can only return your money or replace the machine:
- in the presence of a serious defect within 15 days;
- through the court, if the examination proves that further operation is impossible and repairs are not advisable.
In other cases, you can only count on free repairs under the warranty card.
Obligations
Various washing machine manufacturers provide warranty periods for their products, which define the length of time the washing machine is expected to last with proper operation. Warranty periods vary, and the warranty period for a washing machine may differ from the warranty period for individual components and assemblies. For example, the manufacturer provides a 3-year warranty on an LG washing machine, while the motor warranty can extend up to 10 years. So, what are the different warranty periods for washing machines?
- Bosch and Siemens washing machines – 2 years;
- Atlant washing machines – 2 years;
- Indesit washing machines – 1 year.
These warranty periods are mandatory for the retailer selling the washing machine. The seller cannot arbitrarily reduce the manufacturer's warranty period.
Please note! Manufacturers may offer different warranties for equipment manufactured for different countries.
When buying equipment, check the warranty period on the receipt; sellers, while praising the product, may intentionally inflate it. And don't forget to put the stamps in the warranty card, otherwise the service center may refuse a free repair.
So, what should you do if your washing machine breaks down shortly after purchase? The answer seems obvious: return it to the seller and get your money back. But it's not that simple. Manufacturers provide warranties for their machines, guaranteeing that if the machine breaks down during this period, they will either repair it free of charge or replace it. Unfortunately, many sellers are slow to honor their commitments and do everything they can to hinder your legal rights. In this situation, you need to assert your rights.
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Washing machine repair
For buyers
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Dishwasher
Hansa washing machine. After five months, the bearing started rattling. We took it in for repairs under warranty. They said the part had arrived. Three weeks passed, and they said it wasn't ready. Our service is really terrible.
Same old Hansa! I've been hearing the bearing making noise since the first few days. But the mechanic can't hear it. Now we're struggling to prove there's a defect.
The service is simply terrible. First, they spent three months trying to figure out who was at fault, and now they've been fixing it for four months. Bottom line: the extended warranty is a waste of money!
Washing machines are made to last three years, and that's only if they're flawless. Unfortunately, in Russia, it's impossible to buy a good one, except for the C400.
My Beko washer lasted 15 years before it broke. The bearings rattled. My son has the same one—it's 17 years old, but he replaced the heating element after seven. He bought an Atlant a year ago, and it's already broken.
We have a Beko, we bought it five months ago. It rattles and moves around. We are very unhappy!
We bought an Indesit washing machine and it stopped working right away. We exchanged it for a similar one, same result. We contacted the service center. We waited three weeks, and a defective part arrived. We waited another week for a different part, same result. In the end, we had two non-working machines and two defective parts. I don't recommend Indesit. We'll go to court to defend our rights.
We bought a Beko, and after two months, smoke started coming from the bottom of the machine. We called a repairman. Now we're waiting for a part. We regret buying it. Before this, we had an LG. It worked for six years. Now we'll get it repaired and use it.
We took our car in for inspection. Are they obligated to provide a replacement car while it's being repaired?
My Hansa washing machine started making a whistling noise after three weeks. The mechanic said it was normal and happened sometimes. Six months later, the lid fell off (completely) and the clothes weren't spun properly. We called under warranty, and we've been waiting two weeks for the part. They won't return it.