Electrolux Washing Machine Motor Replaced under Warranty but Got Charged Call Out Fee

nige0090 on 16/11/2020 - 12:25
Last edited 16/11/2020 - 13:03 by 1 other user

Hi all,

My Electrolux washing machine failed in just under 3 years.

I asked the retailer for a resolution under the ACL, but this was slow and painful. So I contacted Electrolux, and they sent a technician to assess 2 days later. He quickly diagnosed and replaced the motor under the appliances 10 year motor (parts only) warranty. And I paid his $155 fee (described variously as a "call fee" or "Labour" in different parts of the invoice).

Whilst I am happy that the machine was repaired promptly, I'm not sure that it is reasonable that I am out of pocket.

From reading the ACL guarantee, I think that a reasonable consumer would expect an expensive washing machine to not fail within 3 years. i.e to be of acceptable quality, the machine should be durable. I would not have bought the machine, if I thought that I would be out of pocket for repair costs within 3 years.

Is it worth taking a case to NCAT (maybe wasting a day off work) or just forget about it?

I know that there are a few ACL fans on here, so I wondered has anyone successfully gotten their out of pocket cost refunded in a similar scenario?

Thanks,
nige0090

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Electrolux

• 

  onetwothreefour on 16/11/2020 - 12:38

  My Samsung washer/dryer stopped working recently more than 4 years after I bought it and more than 2 years out of warranty and they organised someone to come out and fix it free of charge.

  It all comes down to how much you paid for it, if it only cost you ~$500 then don't expect much but if you spent a lot on it (which we did) then they should able to help you even after the warranty has expired.

  • 

    nige0090 on 16/11/2020 - 12:49

    Did you have to threaten them with ACL & NCAT?

    • 

      onetwothreefour on 16/11/2020 - 13:24

      No, they just asked a couple of questions, asked me to provide proof of purchase and how much I paid and they sorted the rest out.

      The guy who repaired it (who doesn't work for Samsung) said they are basically covered for 5 years.

    • 

      AustriaBargain on 16/11/2020 - 14:28

      Australian Christian Lobby?

      Threatening with the ACCC or whatever is a time honoured tradition in Australia. Whenever you sell in any market you need to know something about the culture there, and determining bogus threats about taking it to the ACCP or whatever is the first thing you need to understand.

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  SirFlibbled on 16/11/2020 - 12:41

  +3

  A fee should of only been payable if the machine was not found to be fault, which it clearly did.

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  Drakesy on 16/11/2020 - 13:18

  +3

  Yeah, i'd definitely dispute this. It's not a cost to be borne by you if the washing machine is at fault. Electrolux should be paying for the labour. ACL would also say that your washing machine should last >3 years - especially being an Electrolux.

  Sounds like it's set out there in the warranty as well

  Repair or replace warranty: During the Warranty Period, Electrolux
  or its ASC will, at no extra charge if your Appliance is readily accessible
  for service, without special equipment and subject to these terms and
  conditions, repair or replace any parts which it considers to be defective

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  tsunamisurfer on 16/11/2020 - 13:20

  OP… didn't you already state the warranty that was invoked was the 10 year Parts only warranty?

  Can you offer some clarity around how labour should be considered Parts?

  • 

    nige0090 on 16/11/2020 - 13:29

    Yes, the 10 year warranty (parts only) was on the motor. The whole machine has 2 years warranty.

    • 

      andresampras on 16/11/2020 - 14:13

      +1

      I think you've missed Mr. T. Surfer's point.

      Nevertheless, I reckon you should be able to get back the call out fee, one way or another. Have you tried contacting Electrolux again to check? The guy that came to your place is external to Electrolux, but he is hired by them. I don't see why he should be charging you anything directly, particularly when the callout was justified.

    • 

      Drakesy on 16/11/2020 - 15:38

      +1

      I wonder if the technician was purposely double dipping?

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  nige0090 on 16/11/2020 - 13:32

  +2

  But the statutory guarantee under the ACL is in addition to any manufactures warranty and can't be excluded. I'm looking at this from the ACL pov.

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  pharkurnell on 16/11/2020 - 14:02

  How much was the machine when new?

  • 

    nige0090 on 16/11/2020 - 14:19

    The retail list price was $939.00. I paid $763.20 including delivery after 20% ebay discount coupon

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  JimmyF on 16/11/2020 - 14:45

  I contacted Electrolux, and they sent a technician to assess 2 days later. He quickly diagnosed and replaced the motor under the appliances 10 year motor (parts only) warranty. And I paid his $155 fee (described variously as a "call fee" or "Labour" in different parts of the invoice).

  So you contracted the OEM and made a claim under the 10 year motor warranty, which as you said yourself is PARTS ONLY.

  So yes its fair to pay for Labour in this case.

  As for ACL, well you didn't make a ACL claim……..

  • 

    nige0090 on 16/11/2020 - 14:58

    I didn't make a warranty claim. I asked Electrolux to provide a remedy under the ACL. They said that they would need to assess the machine for which they would charge $155. Technician assessed and replaced the motor. I paid the $155.

    I don't really care what warranty the manufacturer claims to provide.
    I'm interested in my rights under the ACL.
    Should I be out of pocket for a 3 year old machine?
    Would I win an ACL claim at NCAT?
    Is it worth the hassle?

    • 

      JimmyF on 16/11/2020 - 16:53

      You can't make a ACL claim when you still have warranty on the product….. So you made a WARRANTY claim…..

      Is it worth the hassle?

      What did Electrolux say when you asked them about the 'fee'?

    • 

      This Guy on 16/11/2020 - 17:04

      ACL applies only for the retailer, not the manufacturer.

      You made a deal with the manufacturer. You would need to seek reimbursement from the retailer.

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  bdl on 16/11/2020 - 14:51

  +1

  Give them another call, they did something similar to me and admitted it was an error after I queried it and they were happy to process a refund. It took a few weeks to receive the refund (via cheque!) but I got there in the end.