How to get a FREE dryer before yours bursts into flames
Whirlpool wants you to wait weeks to get them fixed — but there is another way
FAMILIeS with faulty tumble dryers should demand a free replacement from the shop that sold the machine — not the manufacturer, lawyers say.
Whirlpool has admitted 5.3 million machines sold under the hotpoint, Indesit, Creda, Swan and Proline brand names are too dangerous to use.
Rather than being offered free replacements, customers have been told to unplug their dryers until an engineer has fixed the fault.
But getting an appointment can take weeks. And many customers want a refund or new machine as they no longer trust that their model will not burst into flames.
Lawyers say that rather than going to Whirlpool, customers should demand help from the shop where they bought the machine.
Under the Sale of Goods Act 1979 — which was in force when the dryers were sold — products must be of satisfactory quality and fit for purpose. If an item is faulty, then the retailers are obliged to repair or replace it. Customers can ask for a refund, but a retailer is allowed to make deductions to cover wear and tear — so any payout may not cover the cost of a new dryer.
Some customers are reporting that retailers are agreeing to exchange faulty machines for brand new ones on the spot.
Chris haan, a solicitor at Leigh Day in London, says: ‘ Most people don’t realise that their contract is with the retailer, not the manufacturer.’
he says customers can also claim compensation from the retailer for losses caused by the faulty machine, including the inconvenience and cost of using a laundrette while you wait for a repair or replacement.
If no deal can be negotiated with the retailer, it may be necessary to go to the small claims court, says Mr haan.
Mark Woloshak, a solicitor at Slater and Gordon in Cardiff, says the more recently you bought the dryer, the easier it will be to persuade the retailer to act.
Customers should also apply for a refund from their credit card provider. Under Section 75 of the Consumer Credit Act 1974, the card provider is jointly liable with the retailer if something goes wrong with a purchase.
If your bank refuses, refer your complaint to the Financial Ombudsman Service by calling 0300 123 9 123.
In a case against Nationwide last year, the Ombudsman ruled: ‘It’s clear that the dryer was faulty when it was sold, which is a breach of contract. So Nationwide is liable.’
It ordered the building society to pay the customer £150 — half the purchase price plus interest. The customer did not get the full amount back as he had used the machine without any problems for six years.
This extra protection is useful if the retailer has gone bust — electrical giant Comet, for example, went into administration in 2012.
The problems with Whirlpool machines date back to 2004. hundreds of fires have been linked to faults in dryers bought from April 2004 to October 2015.
In October 2015, Whirlpool issued a safety warning saying the machines, which needed to be repaired, could be used if they were not left unattended. however, it’s now updated its advice to say to unplug them until they have been fixed. So far around 1.3 million faulty machines have been repaired.
You can register for a free repair (see box above) and an engineer will arrange a visit that will take about an hour. Whirlpool says it typically takes less than a month to get an appointment. But some customers say they are still waiting for repairs to be carried out more than two years after first contacting the firm. Others say that engineers repeatedly fail to turn up to appointments. Another option is to upgrade to another Whirlpool machine at a discount. You can choose between a vented dryer for £59 (retailing at £ 219) and a condenser dryer for £99 (£299). There is no official compensation scheme. Martyn James, of consumer complaint website Resolver, says that customers with these faulty machines should also inform their home insurance provider of the situation. ‘ Insurers won’t want a fire hazard sitting in your house and may be able to put pressure on the manufacturer to get the issue sorted faster or provide other advice,’ he says.
Consider putting all your household appliances on
registermyappliance.org.uk. The Association of Manufacturers of Domestic Appliances will then send you alerts of any safety notices or product recalls.
The Retail Ombudsman also has a recall database where households can register electrical items, including computers and mobile phones, at ukrecall.org.
uk. Argos, The Co-operative and Currys say they are working with Whirlpool to get customers’ machines fixed.
A spokesman for Whirlpool says: ‘ This remains a modification programme. We continue to recruit engineers and are deploying additional resources into areas with higher demand.’
It also says it has doubled the number of call centre employees to 800.