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

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,

Related Stores

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Comments

  • 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...

    • Appreciate your opinion, thanks!

      • 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.

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

          • @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.

  • Sounds like a minor fault to me as well.

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

  • 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.

  • 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.

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

      • 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.

  • 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.

    • 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?

  • Minor fault.

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

  • 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.

  • 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.

  • 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.