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Watch out for Dixons....

£0.00 @ Dixons
Hi all Just to let you all know, please be aware of a fast one it seems Dixons are trying on at the moment. I bought a LG Steam Washing Machine (WM1437) from them in November last year (it got d… Read More
Foxy102 Avatar
9y, 3m agoPosted 9 years, 3 months ago
Hi all

Just to let you all know, please be aware of a fast one it seems Dixons are trying on at the moment.

I bought a LG Steam Washing Machine (WM1437) from them in November last year (it got delivered mid Dec). It went wrong and I got an engineer out (on manufacturers Warranty).

When the chap came out, he knew the problem, fixed it and said it would probably happen again.

I called up Dixons, as I wasn't best pleased about paying £600 for a washing machine to go pear shaped just over a month after getting it. I wanted them to extend the warranty to 5 years as the machine only came with a 2 year warranty.

After about a minute the nice assistant tried to put me through to their cover plan people, where they would extend the warranty to 5 years for £169. I refused and ended the conversation.

I rung up LG and they said the machine had an automatic 5 year parts and labout warranty!

I have let trading standards know, because I can;t stand companies trying to 'scam' money for warranties.

Please all be aware and double check the standard warranty before buying any extended plans.
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Foxy102 Avatar
9y, 3m agoPosted 9 years, 3 months ago
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#1
Shall Remember This One - Thanks !!
banned#2
Indeed. Warrenties in the main are a waste of time when the SOGA normally gives you the same cover for free!!!!

Having said that, there is absolutely no way I would have accepted a repair within the first month or so. I would have demanded a replacement or refund. Accepting a repair has diminished your SOGA rights (unfortunately!)
#3
Very good point and definitely one to be aware of - commonly items have two year warranties but you won't often be told this and usually the extended warranty starts at the end of year 1, not year 2.

John
#4
guv;1532562
Indeed. Warrenties in the main are a waste of time when the SOGA normally gives you the same cover for free!!!!

Having said that, there is absolutely no way I would have accepted a repair within the first month or so. I would have demanded a replacement or refund. Accepting a repair has diminished your SOGA rights (unfortunately!)

I asked for my money back, but I was outside the 28 day replacement or refund warranty.
#5
Bought a Miele washing machine last year (on Comet clearance site) Miele also had a promotion on at the time of free extended guarantee of 10YEARS :w00t: yes 10 years, free of hassle. All for he knock down price of £390 :thumbsup: The down side is it does have a slight dent hence the price, but hey, 10 years peace of mind, and its in a utility room anyway.
Give them a look http://www.clearance-comet.co.uk/:)
#6
Always pay with a credit card - equal liability
banned#7
Foxy102
I asked for my money back, but I was outside the 28 day replacement or refund warranty.




It doesn't matter (and its 30 days by law!!!!)

Paying £600 for a washing machine should pretty much guarantee its the mutz nutz. You would have had a big case to demand a refund or replacement for being sold unmerchandisable quality goods.

I would have gone armed with a letter (if they refused at the point of contact) instructing them they have seven days to comply or be taken to court for a full refund and also recovery of costs and any expenses that you incur in taking the action. There is no way you would lose the case - and they would know that and back down. But you must be firm and sincere with your intentions when speaking and the instructions of your demand in writing spell out why you are taking the action given the time they have to comply.

Under consumer law, they cannot refuse within 30 days. However, that is not a hard and fast limit. It would definately work within 2 months - and possibly 3, given the price you have been charged and clearly expected a trouble free purchase.

Trust me. It works.
#8
Just to alert the OP here for a second, the 5 year parts and labour warranty that came with the LG machine they bought DOES NOT include call out charges from LG and hence the charge for the extended warranty. Oh and their £169 would not only cover the call out charges you may need in the 5 years the policy would be covered for, but also accidental damage too, both things not covered by LG's manufacturers guarantee.

I have let trading standards know, because I can;t stand companies trying to 'scam' money for warranties.


Let them know what you like they wont take any notice. Dixons have done nothing wrong here apart from give you the opportunity to protect yourself from call out fees if you were to need them within the 5 year period.

I have a Hotpoint dishwasher, washing machine and fridge freezer, 5 year warranties on all 3 even though parts and labour were covered on all 3. Had a Hotpoint engineer out to my dishwasher 4 times (at a call out cost of £60 each time) and my fridge freezer packed up twice (at a call out charge of £60 a go and the entire contents of both fridge and freezer at a cost of £300 a go).

The call out fees on both the dishwasher and freidge freezer were all covered by the extended warranties I took out, as was £600 worth of food I had spoiled when the fridge freezer went down and had to be fixed.

Hardly scamming me out of money really. I paid £250 all in for the three warranties and have got back £960 in call out fees and food from them in the last 4 years.

Maybe I should call Trading standards and tell them that Dixons Store Groups are conning themselves out of money? LOL

Oh and for the record, I don't work for DSG.
#9
[FONT=Arial][COLOR=red][FONT=Arial]LGE UK Warranty Policy[/FONT][/COLOR]

[FONT=Arial]In the event that you require assistance with any product, please contact the dealer from whom the product was initially purchased[/FONT]

[FONT=Arial]If it is not possible for you to contact your supplying dealer, please contact the LGEUK Customer Support Team. [/FONT]
[FONT=Arial]It is vital that you have the following information when you call:[/FONT]
[LIST]
[*]
  • [FONT=Arial]Model Number[/FONT]
  • [FONT=Arial]Serial Number[/FONT]
  • [FONT=Arial]Date and place of purchase[/FONT]
    [*][FONT=Arial]Nature of your enquiry[/FONT][/LIST][FONT=Arial]The LGE Customer Support Team can be contacted as follows:[/FONT]
    [FONT=Arial]For all Consumer enquiries[/FONT]
    [FONT=Arial]Line opening hours [/FONT]
    [FONT=Arial]Monday –Friday[/FONT][FONT=Arial] 09:00 to 20:00, [/FONT]
    [FONT=Arial]Saturday[/FONT][FONT=Arial] 09:00 to 18:00, [/FONT]
    [FONT=Arial]Sunday[/FONT][FONT=Arial] 10:00 to 16:00[/FONT]
    [FONT=Arial]Phone[/FONT]
    [FONT=Arial]0870 873 LGLG(5454)[/FONT]
    [FONT=Arial](National call Rate)[/FONT]
    [FONT=Arial]E-Mail[/FONT]
    [FONT=Arial]www.lgelectronics.co.uk[/FONT][FONT=Arial], then select “CONTACT US”[/FONT]
    [FONT=Arial]Fax[/FONT]
    [FONT=Arial]0870 872 7337[/FONT]


    [FONT=Arial]Warranty Period[/FONT]
    [FONT=Arial]Most products are warranted for a minimum of 12 month, covering parts and labour [/FONT]
    [FONT=Arial](Subject to conditions as stated in the documentation supplied with the product). [/FONT]
    [FONT=Arial]Some products carry longer warranty periods as detailed in the table below[/FONT]
    [/FONT]

    [FONT=Arial]I think i am pretty much covered for parts and labour. There is no mention of a callout charge so I am sure that is covered too. They also say...[/FONT]

    [FONT=Arial]'[FONT=Arial]If it is not possible for you to contact your supplying dealer, please contact the LGEUK Customer Support Team.'[/FONT][/FONT]

    [FONT=Arial][FONT=Arial]...so they will let you contact them direct with no problems if you can't get through to the company you brough it from (if the lines are busy etc)[/FONT][/FONT]
  • banned#10
    Foxy102
    [FONT=Arial][COLOR=red][FONT=Arial]LGE UK Warranty Policy[/FONT][/COLOR]

    [FONT=Arial]In the event that you require assistance with any product, please contact the dealer from whom the product was initially purchased[/FONT]


    [FONT=Arial][FONT=Arial]...so they will let you contact them direct with no problems if you can't get through to the company you brough it from (if the lines are busy etc)[/FONT][/FONT]


    You've missed the point Foxy. No one suggested you cant contact the manufacturer direct. All thats been said is if you do, you are no longer protected with the retailler under the SOGA.

    I'm uncertain on the T&Cs regarding callout charges. It could be challenged I would think if they dont mention it and try to charge. Youve bought a machine with 5 year parts and labour cover, so unless they state it, they cant charge it IMHO.
    #11
    guv;1533551
    You've missed the point Foxy. No one suggested you cant contact the manufacturer direct. All thats been said is if you do, you are no longer protected with the retailler under the SOGA.

    I'm uncertain on the T&Cs regarding callout charges. It could be challenged I would think if they dont mention it and try to charge. Youve bought a machine with 5 year parts and labour cover, so unless they state it, they cant charge it IMHO.


    To be honest I am not sure whether I am protected under SOGA or not. The way they transfer you direct to LG suggests that this is Dixons policy. If the SOGA is compromised, then Dixons whouldn't have transferred me to them in the first place. They should have taken the details and liaised with LG on my behalf.
    #12
    Simon_G;1533277
    Just to alert the OP here for a second, the 5 year parts and labour warranty that came with the LG machine they bought DOES NOT include call out charges from LG and hence the charge for the extended warranty. Oh and their £169 would not only cover the call out charges you may need in the 5 years the policy would be covered for, but also accidental damage too, both things not covered by LG's manufacturers guarantee.



    Let them know what you like they wont take any notice. Dixons have done nothing wrong here apart from give you the opportunity to protect yourself from call out fees if you were to need them within the 5 year period.

    I have a Hotpoint dishwasher, washing machine and fridge freezer, 5 year warranties on all 3 even though parts and labour were covered on all 3. Had a Hotpoint engineer out to my dishwasher 4 times (at a call out cost of £60 each time) and my fridge freezer packed up twice (at a call out charge of £60 a go and the entire contents of both fridge and freezer at a cost of £300 a go).

    The call out fees on both the dishwasher and freidge freezer were all covered by the extended warranties I took out, as was £600 worth of food I had spoiled when the fridge freezer went down and had to be fixed.

    Hardly scamming me out of money really. I paid £250 all in for the three warranties and have got back £960 in call out fees and food from them in the last 4 years.

    Maybe I should call Trading standards and tell them that Dixons Store Groups are conning themselves out of money? LOL

    Oh and for the record, I don't work for DSG.



    Sneaky and just a tiny bit cynical that they don't let you know that the goods are covered by a manufacturers 5 year warranty?...or am I wrong?
    banned#13
    Foxy102
    To be honest I am not sure whether I am protected under SOGA or not. The way they transfer you direct to LG suggests that this is Dixons policy. If the SOGA is compromised, then Dixons whouldn't have transferred me to them in the first place. They should have taken the details and liaised with LG on my behalf.


    If they put you through or instructed you to do so, then you will still be covered. If you just went direct without first speaking to them, thats when the contract is broken. From what you have said, you are covered, but your rights dimished now having accepted a repair.
    #14
    There is no mention of a callout charge so I am sure that is covered too.


    They don't work like that unfortunately. Unless it is written down in black and white, never assume anything. I can assure you that you are NOT covered for callout charges on that LG 5 year warranty. Call them, they will confirm this to you.

    What happens is that the manufacturer will offer 5 years parts and labour warranty, but will only allow the parts to be released to official engineers (not John the washing machine repair guy down the road.) This forces you to have to call manufacturer specific engineers at a cost that they can control. Hotpoint charge £60 to walk through the door)

    Sneaky and just a tiny bit cynical that they don't let you know that the goods are covered by a manufacturers 5 year warranty?...or am I wrong?


    I always used to tell the customer that it had a 5 year manufacturers warranty. In fact it helped selling the extended warranties but pointing out the above and how much they could save if they had to call out an engineer, or damaged it when moving etc etc.

    Selling the warranties are only sneaky if the salesman wraps them up in cotton wool and sells them as something they are not. Unfortunately (and as has been proven in this thread) the general customer doesn't know the way warranties work or to what benefit they can be on a particular purchase. If the salesman says the warranty will do this, this and this, but doesn't, then that is plain out of order, but to say that companies are scamming customer sout of money is also out of order.

    There are benefits to taking these warranties (that's a different conversation) however I have to make it clear that the OP has not been fiddled or scammed in any way and will find that their manufacturers warranty does not cover everything that they expect it to.

    Just a view from an old retail salesman :)
    #15
    What Simon says is correct....again,having worked in electrical retailing also,I concur with his viewpoint.

    Salespeople should be transparent in what they are selling,I always was,unfortunately not all are.

    Purchasing extended warranties is like any other insurance,it's down to the individual whether they feel the cost is worth it........is it better to have and not need or to need and not have.
    #16
    Simon_G;1534149
    They don't work like that unfortunately. Unless it is written down in black and white, never assume anything. I can assure you that you are NOT covered for callout charges on that LG 5 year warranty. Call them, they will confirm this to you.

    What happens is that the manufacturer will offer 5 years parts and labour warranty, but will only allow the parts to be released to official engineers (not John the washing machine repair guy down the road.) This forces you to have to call manufacturer specific engineers at a cost that they can control. Hotpoint charge £60 to walk through the door)



    I always used to tell the customer that it had a 5 year manufacturers warranty. In fact it helped selling the extended warranties but pointing out the above and how much they could save if they had to call out an engineer, or damaged it when moving etc etc.

    Selling the warranties are only sneaky if the salesman wraps them up in cotton wool and sells them as something they are not. Unfortunately (and as has been proven in this thread) the general customer doesn't know the way warranties work or to what benefit they can be on a particular purchase. If the salesman says the warranty will do this, this and this, but doesn't, then that is plain out of order, but to say that companies are scamming customer sout of money is also out of order.

    There are benefits to taking these warranties (that's a different conversation) however I have to make it clear that the OP has not been fiddled or scammed in any way and will find that their manufacturers warranty does not cover everything that they expect it to.

    Just a view from an old retail salesman :)


    Called up LG this morning to check on the warranty details for this model. The warranty covers parts, labour and all callout charges. Its all good :)

    Definately glad I didn't spend the extra £170 for a 5 year warranty now!
    1 Like #17
    ....and I stil think it's sneaky that Dixons make absolutely no mention on any included manufacturers extended warranty on this machine. But that's just my personal opinion.
    #18
    Called up LG this morning to check on the warranty details for this model. The warranty covers parts, labour and all callout charges. Its all good


    I stand corrected.

    I do hasten to add that this is unique in regards to the 5 years Parts & Labour warranties offered by manufacturers as pretty much every other manufacturer expects you to pay for call out charges.

    What is concerning about this story is that you have paid £600 for a washing machine and yet it fails in the first few months and the engineer who visited claimed that it would probably happen again. I'd be pretty miffed if I had paid £600 for something that had a known fault and was likely to reoccur, yet still being sold with the fault not corrected. Maybe thats whay they give a full 5 year warranty with them LOL.

    Does it wash your clothes any better than a cheaper machine? Thats the real question here.
    #19
    great i bought a lg washing machine too so thanks for the info foxy
    #20
    there was a report not long ago that extended warranties are a waste of money and thats where these companies make the majority of thier profit!!!
    #21
    muffin247;1536565
    there was a report not long ago that extended warranties are a waste of money and thats where these companies make the majority of thier profit!!!


    Just to let you know, the fault is a pump that sprays water over the clothes. It starts making a weird screeching/squealing noise.

    It really washes the clothes well, but I am extremely p*ssed off that its gone wrong in just over a month! I suppose if it goes wrong again and agan they may recall the machines, or redesign the part.
    #22
    there was a report not long ago that extended warranties are a waste of money and thats where these companies make the majority of thier profit!!!


    Read my post on page one Muffin. Paid £250 for 3 x5 year warranties on three different machines and had £960 worth of value back from them. Hardly a waste of money, wouldn't you say?

    They are only a waste of money if you DONT know how to use them properly ;-)
    #23
    but I am extremely p*ssed off that its gone wrong in just over a month! I


    That was my point Foxy. I would not be too impressed paying £600 out for a washing machine that broke in the first few months regardless of the warranty on it.

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