Asko Washing Machine Consumer Law Advice (Major or Minor Fault?)

acq01 on 23/02/2021 - 12:26
Last edited 23/02/2021 - 13:13 by 1 other user

Hello,

Just wanting some advice on whether you would consider this a major failure under ACL or not?

Our Asko washing machine was bought in December and a month later in January, we noticed that the machine was leaking water which had spilled out onto our apartment floor. After a technician came to inspect the machine, it turns out the machine valve is broken and it means that, even when off, the drum of the washing machine slowly fills up with water - until it leaks out of the door.

I have called Asko's service call centre 6x times over the course of 3 weeks in trying to speak with a manager, who is yet to call me back, as I want the machine replaced entirely and not repaired but so far they are adamant that they consider this a minor failure as the part is only worth $50 and is easy to fix.

I believe that it is a major failure, as had I known about this problem (and Asko's terrible customer service) I would have never purchased the washing machine.

Would love any opinions as to whether you would consider this a major or minor failure?

Thanks,

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ASKO

• 

  Hybroid on 23/02/2021 - 12:28

  +12

  If it's a single part failure that's easily repaired then does sound like a minor fault. Even though you see it as a major failure in totality.

  More info: https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  • 

    acq01 on 23/02/2021 - 12:30

    Appreciate your opinion, thanks!

    • 

      Hybroid on 23/02/2021 - 12:33

      +2

      Looking at definition of 'major fault' on that page, your main point of contention will be the 'reasonable time to fix' bit. If they're still not going to repair for weeks more and you're unable to wash clothes for yourself, kids, whatever, then could maybe argue they should replace it quickly next day rather than waiting further.

      • 

        ESEMCE on 23/02/2021 - 12:42

        +3

        But is the delay as a result of the OP withholding acceptance of the part replacement?

        • 

          acq01 on 23/02/2021 - 12:47

          @ESEMCE: Yes I would agree that I can't really argue this point, as the service agents I speak to can organise the repair, but the person who is able to authorise a replacement seems to be ignoring my calls/emails/the other service agents.

          • 

            ESEMCE on 23/02/2021 - 12:56

            @acq01: Yeah, that is terrible customer service.
            At least call you back to say "no".

• 

  MrHyde on 23/02/2021 - 12:32

  Sounds like a minor fault to me as well.

• 

  Muzeeb on 23/02/2021 - 12:34

  -2

  For such an expensive unit I would be really p15sed off.

  • 

    acq01 on 23/02/2021 - 12:36

    I am! And only a month old too

    • 

      ESEMCE on 23/02/2021 - 12:43

      +2

      Part failures happen…
      Paying more might decrease the likelihood of this, but can never guarantee it.

  • 

    spackbace on 23/02/2021 - 12:50

    Generally aren't rated well

    • 

      pharkurnell on 23/02/2021 - 13:01

      +1

      are online reviews really worth it anymore?
      So easy to fudge reviews, and people will scream when things break, but CBF leaving a positive review

    • 

      boomramada on 23/02/2021 - 13:02

      Still better rating than this, Don't ever trust the product review. They probably sold 1000's units and rating by just 13 reviews?

      • 

        spackbace on 23/02/2021 - 13:15

        -1

        Yeah no I know, I was going to say the same thing

        I mean, just look at this shitty site

        • 

          brendanm on 23/02/2021 - 14:08

          +1

          @spackbace: Some salty Sally's on there.

• 

  pharkurnell on 23/02/2021 - 12:40

  +3

  Sounds like a minor fault to me as well.

  Let them fix it for 50 and live happily ever after.. If it fails again you have some ammo.

  • 

    acq01 on 23/02/2021 - 12:48

    Wise advice, thanks for your opinion.

• 

  placard on 23/02/2021 - 13:55

  You can't really argue for complete replacement with the excuse of if you had known you wouldn't have purchased it, ie you would never have purchased it but now demand a new one??

  If the valve is faulty, replace the valve and move on.

  I also don't have a high regard for Asko - I had one years ago that barely made 5 years old - expensive junk in my opinion. Once it's fixed, perhaps sell it and buy a Miele.

  • 

    acq01 on 23/02/2021 - 16:50

    Fair enough, thanks for replying.
    Yes wish I bought a Miele now.

    • 

      Kandrew on 24/02/2021 - 17:16

      My Asko washing machines have been brilliant. The first one lasted 21 or so years and as far as I know, is still going after a relatively minor fix by a competent appliance repairer. (An incompetent one took away my machine stating it needed goodness knows what replaced and I never saw it or him again.)

      My second/current one was bought in 2013 and is still going strong.

      And the Asko machines have a higher spin speed than the Miele (or they did when I was looking/purchasing) which means that the washing comes out drier. And that's very helpful when you live in an area which is cold and wet during winter. It's also great when you have babies and/or toddlers.

• 

  dizzle on 23/02/2021 - 14:45

  I believe that it is a major failure, as had I known about this problem (and Asko's terrible customer service) I would have never purchased the washing machine

  You can use that phrase "If I had known I wouldn't have brought it" to cover any fault. "I had to replace the batteries after 3 years, I wouldn't have brought it if I'd known".

  It doesn't mean it's a major fault. Your solution is a spare part with maybe an hour installation. Not a major fault.

  That and the sentence "It should last a reasonable time" are the most vague phrases in ACL because everyone has their own interpretation of it. I beleive they are kept vague so that governing bodies don't have to come up with a firm solution. They can leave it up to seller/buyer to negotiate between themselves.

  • 

    acq01 on 23/02/2021 - 16:48

    Fair enough, thanks for your opinion! My thought also was more that it would be considered a major fault as it puts the machine out of use - in this case, filling itself with water so I have to drain it and check it everyday - rather than it's a spare part that's easy to fix meaning it's a minor fault.

    If the washing machine didn't turn on at all because of a small part wouldn't that be considered a major failure?

    • 

      ESEMCE on 23/02/2021 - 21:06

      +2

      Turn off the water after use would be simpler…

• 

  JimB on 23/02/2021 - 15:14

  Minor fault.

  You didn't mention if or when they fixed it after coming out initially.

  • 

    acq01 on 23/02/2021 - 16:43

    No the technician did not have the part with them when they first came, so couldn't fix it on the spot.

    • 

      JimB on 23/02/2021 - 17:13

      Have they come out to fix it yet or offered to come out?

• 

  JIMB0 on 23/02/2021 - 16:08

  +1

  I always turn the tap off on the wall since I don't trust hoses and solenoid valves, so if this were my machine I would have never discovered the failure.

• 

  JimmyF on 23/02/2021 - 18:55

  Would love any opinions as to whether you would consider this a major or minor failure?

  Major fault = can't be fixed easily or quickly or at all.

  Minor fault = can be fixed easily and quickly.

  In your case, a faulty valve that isn't sealing correctly can be replaced quickly/easily and in a timely manner.

  I have called Asko's service call centre 6x times over the course of 3 weeks in trying to speak with a manager, who is yet to call me back, as I want the machine replaced entirely and not repaired but so far they are adamant that they consider this a minor failure as the part is only worth $50 and is easy to fix.

  They won't be replacing the machine over a valve.

  I believe that it is a major failure, as had I known about this problem (and Asko's terrible customer service) I would have never purchased the washing machine.

  Using this logic, ANY fault with a machine is 'major'. But as above, its a minor fault as it can be repaired easily under warranty.

• 

  Aries Cyril on 25/02/2021 - 00:36

  As a previous Asko washing machine user, I recommand you to resell it when it is usable. Its quality is quite unstable. I bought it two years ago and it had minor or major problems at least three times, which costed me three-month hand-washing-clothes. The last time they replaced me with a new one and I sold it with quite depreciation. I am sure there are still some fans into this brand as this is deemed luxury. But I personally don't recommend you keep this washing machine at all.