The washing machine broke down under warranty: what to do?

When purchasing a washing machine, it is very important to study the documents that come with the model. We are talking about the user manual, technical passport and warranty card. The warranty on washing machines is, on average, one to two years. During this period, the manufacturer is responsible for the serviceability of the equipment. If a breakdown occurs within a specified period (not due to the user’s fault), the buyer has the right to demand free diagnostics and repairs at a service center, or insist on replacing the washing machine. Let's figure out what cases are covered by the warranty and why repairs may be refused.

Why did the new washing machine fail?

There are many reasons. The buyer may purchase a defective product assembled in production with errors and irregularities. Instability of the operation of a household appliance can be a consequence of power surges.

Housewives mainly encounter the following problems:

the impossibility or difficulty of turning on the washing machine;
buzzing and other loud annoying sounds during the washing and spinning process;
lack of water flow after installing the program;
inability to open the door after finishing the wash.

Panicking, the owners begin to chaotically press the buttons, or forcefully turn off the device by pulling the wire out of the socket. This should absolutely not be done if any of the above problems occur. The machine will not work correctly, but the situation is likely to get worse.

First of all, the owner must find the instructions and read them carefully. The breakdown factor may be improper use of the washing machine. The drain filter may be clogged, and to fix the problem it is enough to clean it. You should also perform a brief diagnosis:

check the condition of the hose through which water is supplied and drained (perhaps it is bent);
see whether the supply tap is turned off or on, and whether water is flowing into the drum;
check whether the socket intended for connecting the washing machine is working.

The main thing that you absolutely cannot do is try to repair a car that is under warranty yourself. Problems arise with transferring the device for warranty repair if the diagnostic technician, when inspecting the received machine, discovers that the owner has made some manipulations with the mechanism. But if the buyer himself was involved in connecting the washing machine, and did it according to all the rules, then the product is unlikely to be removed from warranty service.

If a brand new washing machine refuses to work, then you need to look at the warranty card. The warranty period for the purchased product is written there. If it has not expired, then you can safely contact the seller to transfer the faulty equipment to a repair shop. Usually, the addresses and telephone numbers of all existing service centers are written on the warranty sheet or on the body of the household appliance. If such information is not available, the seller must provide it. When contacting the store where the purchase was made, you need to take with you the receipt, check and warranty card.

In the store, the buyer fills out an application form for free warranty repairs. In it he can indicate one of three wishes:

repair equipment free of charge;
return the amount spent on low-quality goods;
replace the damaged washing machine with one of similar value.

Return within 14 days by law

During the initial inspection, the purchased equipment may not have caused any complaints. But if serious defects are discovered that prevent further use of the product, the buyer has the right to contact the store with the following requirements:

Refund of spent funds within 10 days from the date of application;
Replacement of a defective product with a similar one, in the absence of a corresponding model, with an equivalent one with the possibility of compensating for the difference in cost;
Repair of equipment under warranty or recovery from the store of funds spent on repairing equipment on one’s own initiative;
Request a reduction in the value of the product in proportion to the existing flaws.

The buyer must formalize his wishes with a corresponding statement, which is provided to the store. The return of equipment is registered by an act drawn up in the presence of representatives of the retail outlet and certified by their signatures.

Copies of documents confirming the fact of purchase are attached to the application. The absence of a receipt is not grounds for refusal to accept an application.

Obligations of sellers and manufacturers

Each manufacturer of household appliances provides a warranty period for the products they sell. This means the period during which the washing machine should operate without failures, provided that the operating rules are followed.

Warranty periods vary from manufacturer to manufacturer. Moreover, the differences concern not only equipment from different brands, but also individual parts and assemblies within the same brand of washing machine. For example, LG provides a 3-year warranty on its car, and the warranty period for the motor of the same household appliance is 10 years.

Warranty periods for washing machines of common brands:

Bosch – 2 years;
Indesit – 1 year;
Atlant – 2 years;
Siemens – 2 years.

The store selling the washing machine is obliged to comply with the warranty periods established by the manufacturer. Moreover, a company producing products for wide export can set its own warranty period for each importing country.

At his own discretion, the seller cannot change the period noted on the coupon. However, trying to sell a product, sellers often deceive in words: they name one term, although in reality it is different. Therefore, when making a purchase, you should definitely look at the warranty sheet. The seller is also obliged to put a stamp on the coupon, otherwise the service center will refuse to accept the equipment for free repair.

What is an additional guarantee?

As for the additional warranty on the washing machine from the store or service center, it is not a guarantee at all. The correct name for this service is the Extended Service Program Certificate. The offer is usually voiced to you by the seller when purchasing the washing machine or by the manager when registering it. It must be taken into account that employees are financially interested in selling this service (bonuses, percentage of sales) and will, without sparing words, praise the benefits of additional services.

However, the age of oral tradition is long gone, and the words of the seller may not coincide with the terms of the contract. Therefore, you need to carefully read the contract and compare it with the manufacturer’s warranty obligations. Often, the duration of the warranty period can be increased during various promotions, when registering on the manufacturer’s website, when filling out questionnaires, etc. The fact is that the extended service program begins from the moment of purchase. Then, for his own money, the buyer will simply duplicate the right to free repairs in the event of a washing machine breakdown, since this option is already guaranteed to him by the manufacturer or by law. So an important point in the terms of the contract is the validity of service after the end of the warranty period.

The terms of the program may guarantee free repairs, and the note indicates that the buyer pays for the components. You should also carefully read the entire list of program services. This could be work that you can do yourself (cleaning, setting up), accelerated repair times (how important is this before the end of the warranty period), various bonuses from the store (for example, free consultations on connecting and operating any household appliance from the store’s range), preventive maintenance . The latter make sense, since after-sales service allows you to avoid premature repairs. But here everything again depends on the validity period and cost of the certificate.

Another thing is to purchase an additional service program certificate from an authorized service center for the brand of your washing machine. This does not need to be done at the time of purchase and here you will actually receive additional service from the manufacturer after the factory warranty expires. Masters specializing in the repair and maintenance of equipment of a specific brand, and the use of original spare parts will be the key to the quality of the work performed and the long service life of the equipment after that. Some branded centers even provide program participants with a similar washing machine during the repair period. It should be borne in mind that all these services are provided free of charge only in the event of a unit failure due to the fault of the manufacturer.

The official warranty for Whirlpool household appliances begins from the date of purchase and is 12 months.

The warranty period is not established for accessories and spare parts purchased separately and not included in the package of the main product.

The manufacturer is obligated to provide warranty service for equipment when using the devices in accordance with the instructions and for the purposes for which they are intended.

Repair of production faults during the warranty period is carried out free of charge. A cash receipt or sales receipt, operating instructions and a correctly completed warranty card are proof of the warranty period.

NOTE!

Before using the product, carefully read the instructions, recommendations for installation, connection, use and warranty conditions. Keep documents and receipts for the entire service life of the device.

Warranty obligations do not apply to the following works:

on installation and connection of the product at the site of operation;
upon instructions from the owner;
for cleaning the product (outside or inside), adjustment and other maintenance;
for replacing consumables.

The warranty does not apply to malfunctions or damage caused by:

improper transportation, storage, installation and connection;
violation of operating rules;
fluctuations in power supply or inappropriate power levels;
excessive, insufficient or unstable pressure in the water supply network;
penetration of insects and contaminants into the product, failure to comply with sanitary standards in the premises;
mechanical damage and defects caused by exposure to chemicals;
the use of low-quality detergents, products with abnormal foaming and expired shelf life;
exceeding the recommended dosage of detergent;
using the device for purposes for which it is not intended;
changes in color, shade, gloss of equipment parts during operation.

When diagnosing and repairing washing machines, technicians use professional equipment and original spare parts.

Refund or replacement of defective goods under warranty

Modern household appliances cannot be called reliable. It happens that a buyer purchases a washing machine without visible defects, and when trying to wash it at home, he finds out that it is faulty. In such a situation, there should be no problem with how to return the money or replace the product: within 15 days after purchasing the car, the buyer has the right to contact the seller and submit an appropriate application. But you need to keep in mind that when purchasing equipment through an online store, the return period is 7 days.

To make sure that the cause of the breakdown is a manufacturing defect and not improper operation, the seller has the right to send the household appliance for technical diagnostics. If during the inspection it turns out that the washing machine broke down due to operational violations, then you will not be able to return the goods and collect the money. It is also impossible, even during the warranty period, to return a washing machine without defects to the store that you simply no longer like. For the seller, such a reason is not an argument.

The nuances regarding the conditions for returning goods during the warranty period are spelled out in Articles 18 and 19 of the Law of the Russian Federation “On the Protection of Consumer Rights”. According to the law, a refund of the amount spent on a purchase is possible only if:

the malfunction was discovered within 15 days after purchase;
Technical examination confirmed a serious manufacturing defect that makes the device impossible to use.

In other cases, the buyer is provided only with free repairs.

Sample application

Sample application for a refund for goods taken on credit

What should I do if the seller refuses to repair the product in the situation in question?

What to do in a situation where the seller refuses to accept the machine for warranty repairs?

If there is no positive response to your demands, write a complaint. In the document, indicate the requirements for the seller, as well as the reason for their nomination.

When the seller does not want to accept the claim, send it to the store’s address by registered mail with notification. The seller has only 10 working days to respond to the consumer.

In case of refusal or complete ignoring of your appeal, you can contact the following authorities:

Society for the Protection of Consumer Rights;
Federal Service for Supervision of Consumer Protection;
judicial authority.

To contact the first two organizations, it is enough to make a written application in free form.

If we are talking about going to court, then you should contact a lawyer. The more accurate and correct the application is, the greater the chances of winning the case.

Let's get back to the complaint. If you do get a response to your claim, the situation may develop as follows - your machine will be taken for repair if you deliver it, and a special examination will be carried out.

Note! The consumer can deliver the washing machine to the service center, and if it turns out that he is not to blame for the failure of the equipment, the seller must bear the cost of transporting the goods.

The transfer of goods for warranty repair is accompanied by the execution of the appropriate document (acceptance certificate). This document must contain information about the time of transfer of the goods, bear the seller’s signature and seal.

Next, experts study the condition of the product and determine the causes of problems. In most cases, this procedure does not last too long.

If the seller deliberately delays the completion of the examination, you may require him to pay a penalty for delaying the established deadlines.

How the situation might develop further:

if the washing machine breaks down due to the fault of the manufacturer or seller, feel free to demand that the product be replaced with a similar one, repairs done free of charge, or the funds spent on purchasing the product returned;
in the event that experts determine that the breakdown is the result of improper use of the equipment by the consumer, then there can be no question of either returning the money or replacing it with a new product. The only thing left for you is to demand an independent examination. In addition, you can go to court;
The reason for the failure of the machine is the intervention of third parties, voltage drops, problems with water supply - go to court against those responsible for the situation.

Reasons for refusal of warranty repair of a washing machine

The warranty period is established so that the buyer, who discovers a manufacturing defect in the purchased equipment, can resolve the issue of replacement or repair without damage to himself. But the buyer can exercise the right to repair or replace a defective washing machine only if certain rules are observed.

Thus, the installation of a purchased household device must be carried out by a qualified technician. If the consumer decides to install the equipment on his own without following the rules, then the manufacturer disclaims warranty obligations in the event of a breakdown of the machine during the installation process. If during installation the technician finds out that the machine is faulty, then the owner will not be charged any money either for the upcoming repair or for the installer’s work.

The service center will not repair your washing machine for free if:

connection to the electrical network was carried out using an extension cord;
wardrobe items and other items not intended for machine washing were placed in the drum;
the owner tried to make the repairs himself, but was unsuccessful;
The warranty card is filled out incorrectly and there is no stamp on it.

That is, for the warranty to remain valid, the user must comply with the following rules:

do not connect the washing machine yourself;
make sure that the seller on the warranty sheet indicates information about the store and the date of sale of the goods, and puts a stamp;
In case of malfunctions, immediately contact the service center.

In repair shops, customers are often deceived and told that the diagnosed type of breakdown cannot be repaired free of charge. This is not difficult to check: in the warranty card, manufacturers usually clearly state what types of breakdowns are repaired without payment. The same information is easy to find on the Internet.

The nuances of returning the washing machine to the store

Ignorance of the “Consumer Rights Protection Law” often leads to attempts to deceive the buyer or partially infringe on his rights. For example, few people know that you can return not only the cost of the faulty washing machine itself, but also the amount of damage it caused you (damaged items, problems with wiring, flooding of neighbors below, etc.).

Also, the seller is in no hurry to inform the buyer that all examinations that he wants to carry out on the washing machine declared for return are carried out exclusively at the expense of the selling party. However, if such an examination shows that the malfunction was caused by improper operation, the buyer will have to reimburse all costs.

You can return your washing machine and get the money paid for it if you clearly know your rights and the Legislation. The buyer has the right to both be present at the examination appointed by the seller and to challenge its results in court. The most important thing is to follow the operating rules and understand in which cases you can insist on resolving the issue in your favor, and in which it is better to abandon your claims.

Where is information about the warranty period found?

Information about the warranty period must be contained in the product information.

Typically, information about the warranty period can be found:

in the purchase and sale agreement;
in the warranty card;
on the check (receipt).

In addition, sources of information about the warranty period may be:

website of the seller or manufacturer;
technical documentation for the washing machine;
label;
marking.

How to correctly write a claim to return a product

A claim for the return of an object of sale begins with a header.
The appeal itself is drawn up in the name of the director of the store (or chain of stores), so first of all, the recipient’s contacts are indicated in the “Hat”: full name of the general director, name of the store, address where the main branch is registered. Next, the citizen dissatisfied with the purchase writes his data: full name, actual residence address and telephone number. Sometimes an email address is added to this list, but this is not necessary.

Next, the buyer indicates the name of the appeal: Claim for the return of goods of inadequate quality.

The next step is to present the facts. The buyer describes when, at what time (indicated on the receipt) and in which specific store (name and address of location) he purchased the defective product. You must indicate the exact name of the product with all serial numbers. They must be indicated on the manufacturer’s website, as well as in the technical data sheet of the device.

In the second paragraph, the buyer refers to the warranty period that was indicated in the warranty card. Then the buyer writes when the product is broken (or when a manufacturing defect was discovered). A citizen can also indicate his vision of the cause of the breakdown, but this is not necessary.

If the device was repaired under warranty , the citizen needs to write about this in the next paragraph, indicating the dates and the expert verdict regarding the breakdown. Products that have already been repaired under warranty, but have deteriorated again, are accepted by stores much more often, since their defectiveness becomes obvious.

In the next paragraph, the buyer indicates the impossibility of using the product due to the fact that warranty repairs cannot be performed again for one reason or another (for example, lack of necessary parts) or due to the reluctance to constantly leave a technically complex product under repair during proper operation.

Further in the claim you can refer to current legislation, namely the Law on the Protection of Consumer Rights, but this is not necessary. If the seller knows his rights and obligations, a reference to the law is not needed, and if he does not know, this is unlikely to help make him more law-abiding.

At the end of the application, the buyer must state his requirements in a numbered list. A citizen may insist on an exchange of goods, a refund (full or partial), as well as payment of compensation if additional conditions have been met. In addition, the buyer has the right to compensation for all associated costs, such as transport.

At the end, the document is certified with a signature and date.

Consumer rights when a defect or malfunction is detected

The return of technically complex goods, which includes all household appliances, except vacuum cleaners, is regulated by Article 18 of the PZPP. According to the normative act, if deficiencies are identified, the consumer has the right to :

replacing defective equipment with a similar, fully functional product;
elimination of a product defect by the seller (in this case, by law, the product must be under repair for no more than 45 days);
replacement of faulty equipment with another one with the return of the difference in cost or with additional payment by the buyer;
proportionate reduction in the purchase price;
refuse the equipment, return it to the store and receive the full price.

The Law “On the Protection of Consumer Rights” provides for all special cases and deadlines for returns and other similar manipulations with technically complex goods:

If minor defects in appearance or technical parameters are discovered, you can file a claim within 15 days from the date of purchase of the household device.
If serious defects are discovered that prevent the product from being used for its intended purpose, the buyer may contact the seller or manufacturer during the warranty period. If there is no warranty coupon, a return is possible within two years after purchasing the product.
If repair deadlines are violated, that is, more than 45 days, the consumer has the right to file a claim.
The buyer can count on a refund if the equipment was constantly under repair and was ultimately used for its intended purpose for less than 30 days within one year.

Obligations of the seller to repair machines on the basis of a valid warranty

Manufacturers of washing machines independently set the warranty period for their products..

Thus, they determine the period during which the product, if used correctly, can serve without breakdowns.

Each manufacturer has the right to set the warranty period independently. In addition, sometimes the warranty period for the machine as a whole and for its individual components differs.

So, if we take an LG washing machine as an example, we will see that the manufacturer has provided a 3-year warranty for their product. In this case, the warranty period for the engine can be 10 years.

Let's take a look at the warranty periods for products from different manufacturers:

Bosch and Siemens washing machines have a 2-year warranty;
Atlant cars – 2 years;
Indesit washing machines – 1 year.

Sellers who sell these products must fulfill warranty obligations. No one has the right to change the warranty period established by the manufacturer.

Note! The manufacturer can set the warranty period for the product taking into account the country in which it will be sold.

How to file a return claim

In a claim for the return of a washing machine, you must include the following information:

Full name of the buyer, his passport and contact details>;
name of the company (full name of the individual entrepreneur who sold this product);
company details (TIN, KPP, legal and actual addresses);
circumstances of purchase : when the product was purchased;
information about the product : make or brand, model;
what shortcomings were identified by the buyer>;
requirement to the seller : return the money, exchange for another;
it is also worth indicating your intention to go to court or Rospotrebnadzor if you refuse to satisfy its demands;
date and signature of the applicant.

A sample claim for the return of a washing machine can be downloaded here. The document is accompanied by a copy of the buyer’s passport and a bank account statement with details if he would like to terminate the purchase and sale agreement and receive the money back into the account.

A cash receipt or sales receipt must be attached to the claim, but their absence under Article 18. The Consumer Protection Law cannot become a basis for refusing a refund. It can also be accompanied by:

act on checking the technical condition of the goods , which confirms the presence of a significant defect and the impossibility of eliminating it;
certificate of acceptance and transfer of goods for repair , which confirms the fact that the repair lasted more than 45 days;
marks from the service center confirming repeated repairs during the warranty year for a total period of more than 30 days.