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Every week, the Money team answers a reader’s financial problem or consumer dispute – you can email yours to moneyblog@sky.uk. Today’s is…
I have a Grundig washer/dryer, which I’ve owned from new. Around two years into its three-year warranty, the machine failed, burning and shrivelling a full load of clothes. This was fixed under warranty. The engineer was advised the fault was with a thermostat and that the machine was tested and all good to use again. To my shock, the machine burnt and shrivelled the next load of clothes too. A second engineer visited and said the fault was due to the fascia sticking, meaning buttons were being pressed during the cycle through vibrations. He said it was fixed, checked for no further faults, tested and good to go. Not long after, you guessed it… the machine burnt and shrivelled a load of clothes again. The engineer took the machine apart and found faulty wiring within the unit, saying it was a miracle the machine hadn’t faulted sooner. Only the third engineer took the machine apart in full to inspect all the root causes, so all this was avoidable. I have now had £1,000 of clothes and bedding damaged beyond repair, all as a direct result of a faulty machine under warranty. I have called Grundig more than a dozen times, never had a manager call-back as promised and have had no compensation.
Benji, Peterborough
Money Blog editor Jimmy Rice takes a look…
Hi Benji. You and I have exchanged many emails over the past few months as I’ve sought answers on your behalf from Grundig (via its owner Beko), a process I’ve found pretty frustrating myself.
Beko told me the delay in finding you a resolution was partly down to their merger process and integrating systems at Hotpoint and Beko. It seems evidence you provided could no longer be located.
The spokesman said the company was not making excuses – it was sorry and would now get back in touch with you to find a solution.
Since those first emails in mid-November, you…
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