Expert report on failed dishwasher

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sitethreads

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I’m making a consumer rights claim on a 14month on dishwasher with AO.com, they offered me a partial refund which I would accept but they’re asking for an expert report which says the dishwasher is inherently faulty.

It has already been repaired twice under warranty (within first 6 months) due to the control panel failing, probably because steam/moisture is getting into it after the cycle finishes. This is what one of their own engineers told me anyway.

So far I’ve been unable to find anyone to write such report, does anyone know somewhere I could get one? Needs to be a VAT registered company.
 
sitethreads said:
I’m making a consumer rights claim on a 14month on dishwasher with AO.com, they offered me a partial refund which I would accept but they’re asking for an expert report which says the dishwasher is inherently faulty.

It has already been repaired twice under warranty (within first 6 months) due to the control panel failing, probably because steam/moisture is getting into it after the cycle finishes. This is what one of their own engineers told me anyway.

So far I’ve been unable to find anyone to write such report, does anyone know somewhere I could get one? Needs to be a VAT registered company.
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An independent local service engineer, or one of the genuine uk based experts with an online presence. Even getting written confirmation that it is a known fault with this model or across the range would help establish that it is an inherent fault. That is supported by the engineer’s comments. It seems unfair you lost the right to reject after 6 months because (presumably) the fault came back again when you believed it had been sorted.
 
Does the consumers act not cover items like this?.
If its an inherent fault it is not fit for purpose and you should demand all your money back .
 
Laurieo said:
Does the consumers act not cover items like this?.
If its an inherent fault it is not fit for purpose and you should demand all your money back .
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Yes, it should do, but they keep saying the burden of proof is on me because it's out of warranty and older than 6 months. They are insisting on an engineer's report, but so far, everyone I've contacted is not interested. They don't care that it's a recurring issue, and I paid with PayPal, which is next to useless as well.

I just need an email or headed letter saying yes, the dishwasher is inherently faulty. I'm not sure how they could prove otherwise without sending their own engineer, which they won't.
 
Have you checked the manufacturers website to see if there has been a product recall. Also do you not use a credit card to pay with Paypal. Have you seen this https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy To be honest I think that the same fault twice does not prove any thing, the first repair might not have been done properly. Unless a particular repairer has had several instances of this happening I doubt you will find anyone to give you such a report as they need to be able to back it up with proof just as you do I think you best option might be to accept another repair and ask, who ever they send, how he is going. to prevent steam or moisture getting to the part after he has installed it
 
sitethreads said:
Yes, it should do, but they keep saying the burden of proof is on me because it's out of warranty and older than 6 months. They are insisting on an engineer's report, but so far, everyone I've contacted is not interested. They don't care that it's a recurring issue, and I paid with PayPal, which is next to useless as well.

I just need an email or headed letter saying yes, the dishwasher is inherently faulty. I'm not sure how they could prove otherwise without sending their own engineer, which they won't.
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They're wrong to say you have to show inherent fault. You only have to show it didnt happen through your fault, otherwise every consumer item that developed a fault after delivery but within 6 months couldn't be returned. Subtle difference.

You could argue you still have the right to reject the goods because the first repair didn't work and the problem has recurred, albeit outside the six months. Its impossible to prove this kind of fault was present at delivery, because its electronic not physical. They have the same problem but you shouldn't be penalised because you gave them further attempts to repair.
 
It sounds as though the inherent issue is with the manufacturer. I wonder who it is? Hopefully it's not a manufacturer which I swear by!
 
Try talking to the local small claims court, I have had some useful help from them in the past.
 
Millwright said:
It sounds as though the inherent issue is with the manufacturer. I wonder who it is? Hopefully it's not a manufacturer which I swear by!
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It’s a Hotpoint dishwasher, it was well reviewed.

I should have known something would go wrong when I immediately started receiving calls/letters to sign up to a service plan. They are very pushy on this.

There are so many Hotpoint dishwashers with slightly varying model numbers, it’s hard to know which models use the same components. Particularly the control unit that’s failed again.

I’m going to try the ADR route or get my home legal cover to have a go. They seem to think the failed repair should mean I’m covered.
 
I have a Hotpoint DW. It failed within the first two years, I seem to recall the circuit board burnt out. Fortunately under warranty. Engineer came out and fixed it.
Since then, the buttons on the control panel have failed. It still works but I can only wash on 'eco' mode, which is probably saving me money, and I'll save even more money by not getting it repaired and buying a different brand when it finally packs up for good.
 
I've had some bullet proof Hotpoint washing machines, long cycle, but very reliable. But I would only ever buy white goods now with a long warranty i.e. at least five years free (insofar as these things are free).
 
blup said:
I've had some bullet proof Hotpoint washing machines, long cycle, but very reliable. But I would only ever buy white goods now with a long warranty i.e. at least five years free (insofar as these things are free).
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I don't think they are ever free are they because it often depends on you having an un-needed annual service which over 5 years costs more than a new machine
 
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