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65 posts

Master Geek
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Topic # 214386 9-May-2017 12:45
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As the heading states, have a washing machine that is faulty after about 3.5 years.  It basically deposits greasy gunge on the clothes after washing.  I have cleaned the machine as instructed and the seal was clean anyway....

 

Bosch now want to take the machine away and disassmeble at my cost which leads to my query.  How far do you go before the Consumer Guarentees Act kicks in?  Should I be pay for this process - if the machine is found to be defective is this cost recoverable etc.

 

Thanks in advance.

 

 

 

Regards

 

 

 

 

 

 


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  Reply # 1778394 9-May-2017 12:51
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Greasy gunge?

 

 

 

You use fabric softener quite a bit?

 

If so its called "scrud" and is a build up of gunk from the fabric softener.

 

Search for "scrud" in this article: 

 

https://www.choice.com.au/home-and-living/laundry-and-cleaning/washing-machines/articles/troubleshooting

 

Most supermarkets sell a cleaning product that works quite well 

 

https://shop.countdown.co.nz/Shop/ProductDetails?stockcode=379195

 

 





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler



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  Reply # 1778395 9-May-2017 12:53
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 no never use fabric softener.  I have been through that questioning with them.  They told me to some epsom salt washes which have made no diff.


 
 
 
 


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  Reply # 1778398 9-May-2017 12:55
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I've had to get my washing machine repaired by Samsung - it is around 3 years old now. They didn't even question me, just sent a repair guy over and repaired it under the CGA (and I didn't even have to quote the CGA to them). When speaking to the repair guy he said that Samsung will cover their whiteware for up-to 10 years normally without question even though it'll be technically out of warranty and the whole process start (to the overseas call centre guy) to the end (the repair) was excellent, couldn't fault it.

 

I would say Bosch would have to do the same - you can quote the CGA in saying that the expected lifespan for whiteware products is "upwards of 15 years" for front loaders however you should not be expected to pay any repair costs for a washing machine of this age... I am afraid you might have to get pushy with them.





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  Reply # 1778423 9-May-2017 12:58
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Consumer says life expectancy is 10 years top loaders, 15 years front loaders. Some things are fixable, blocks, seals. 3.5 years, with normal use, would be covered by consumer guarantees act.

 

I suggest Bosch need to work out the problem before you can decide liability. Ideally they should do this without charge, but charging for the assessment isn't completely unreasonable. If they agree to refund under consumer guarantees if it's found to be a fault that would be reasonable.

 

You should probably be talking to the retailer, not the manufacturer.





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  Reply # 1778427 9-May-2017 13:07
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Greasy gunge is an odd thing to develop in a washing machine though.

 

I wouldnt have thought there were too many parts in a washing machine that would contain oil/grease. Especially where that could get into the wash.

 

The water comes in through the valves into the machine and leaves via the water pump. Neither of those things would normally have grease that should get into the wash. Sounds very odd. I can see why they are wanting to charge you to perform an initial investigation and that doesnt sound totally unreasonable.





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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  Reply # 1778429 9-May-2017 13:13
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Do you continually wash your clothes on Cold water.  My samsung has a bowl clean cycle which I have to use every 40 washes or so in warm water to maintain bowl cleanliness.


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  Reply # 1778430 9-May-2017 13:16
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As Timmmay posted, you should be talking to the retailer, not the manufacturer.

 

I made this mistake myself recently with a CGA claim, I spoke directly to Sony instead of the people who supplied to me (ASB).

 

Sony were a nightmare, when I realised my mistake and spoke to ASB they sorted it out so quickly it wasn't funny.

 

So yea, talk to the people you bought it from.


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  Reply # 1778431 9-May-2017 13:18
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I found that "Ceraclen" product I linked to above worked well. You fill the machine with HOT and chuck that packet of stuff into it and leave it overnight. 

 

I think we actually had a little bit of algae gunge in ours at one point. We sometimes can go for a week without running a load (just the wife and me) and usually cold washes, so I think maybe in the hot weather one year the residual water in the machine might have started a life of its own.

 

Certainly pays to run a warm wash from time to time.





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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  Reply # 1778439 9-May-2017 13:26
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I had a problem with a Bosch clothes dryer late last year.  I went via the retailer (Harvey Norman) and they advised that a charge may apply if the repair technician finds that it is not a product fault (i.e. if it's my fault).  In those cases, I can accept a charge if it's a repair resulting from misuse of the appliance, but otherwise the CGA should cover faults for appliances like this for around 10 years.  As it turned out, there were no charges.  The technician tried about three different repairs (can't imagine how much this cost Bosch in total) before concluding that there was nothing else to repair or replace; HN gave us a full refund which we put towards a new dryer (different brand).

 

As others have said, go through the retailer as it's their responsibility in the first instance.  They shouldn't charge for inspecting the appliance, though if it's found to be something that you did (or didn't do) you might face a charge of some kind. 


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  Reply # 1778440 9-May-2017 13:27
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Is it a front loader or top loader? If it's a front loader to do you clean it regularly and leave the door open when it's not in use?

 

 


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  Reply # 1778457 9-May-2017 13:38
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Bosch are a horrible company to deal with in my experience. We have had 2 dishwashers, 1 FL Washing machine and a dryer, I'll never buy another one from them. Our current dishwasher is the bain of our existence, they want to take it away with them 'fix' it even though it's not 'faulty" so they say. 

 

Basically, our DW is useless unless it's run on the longest hottest setting, even for a half full washer, and even then we often get hard baked stuff on plates that looks like it cooked on in there. 


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  Reply # 1778561 9-May-2017 15:30
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networkn: Basically, our DW is useless unless it's run on the longest hottest setting, even for a half full washer, and even then we often get hard baked stuff on plates that looks like it cooked on in there. 



That seems very odd. I would have thought that the determining factor in dishwashing was the powder or tablet. By accident we've run cycles without detergent and provided that the arms are turning and spraying hot water you still get reasonably clean dishes. With detergent the only time there's poor results there has been something blocking a spray arm or the spray at the top.

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  Reply # 1778563 9-May-2017 15:35
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Bung:
networkn: Basically, our DW is useless unless it's run on the longest hottest setting, even for a half full washer, and even then we often get hard baked stuff on plates that looks like it cooked on in there. 


That seems very odd. I would have thought that the determining factor in dishwashing was the powder or tablet. By accident we've run cycles without detergent and provided that the arms are turning and spraying hot water you still get reasonably clean dishes. With detergent the only time there's poor results there has been something blocking a spray arm or the spray at the top.

 

We have had all sorts of issues, on lesser washes and sometimes on the long wash, with the detergent door not opening, and finding at the end of a wash, that the tablet is sitting partially dissolved etc. 

 

We like somethings about it, but the response when we called to discuss was horrible. They were super aggressive, basically said it was our fault, they never have faults with their gear type thing. 

 

I was so busy at the time I didn't really have time to deal with it the way I normally would (stick my boot up their a$$es). We are just putting up with it right now. 

 

 

 

 


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  Reply # 1778579 9-May-2017 15:56
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Bosch is a horrible company to deal with. My dishwasher 2 year old broke and they said I have to pay for labour and they will supply the parts.

 

Together they costed more than what the dishwasher was worth. I did not have a retailer to approach as it came with my new house, so only evidence was that it came from the manufacturer through the builder.

 

 

 

They did not agree and ended up in Disputes Tribunal where they got told to replace mine with a new one or pay me full refund of the value of the new one that is equivalent.

 

Their argument was as a manufacturer, their responsibility is ONLY to supply parts and that was apparently not the case. The NZ Customer Services Manager that attended the tribunal was a bit speechless in how quickly tribunal gave that decision.




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  Reply # 1778586 9-May-2017 16:08
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 I just heard from them.  They said I can invoke the CGA and claim the assement costs back if its found not to be my fault - how does one know if they will tell the truth? - they are going to take the machine offsite.

 

 

 

 


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