Klacht DeWitgoedTopper.nl: Washing machine sold without serial number now irreparable due to unidentifiable faulty motherboard
KlachtI purchased a Samsung washing machine on 4 Sep 2017. It became faulty a few weeks later, and Samsung were unable to assist because they required the serial number which had been removed by De Witgoed Topper before sending it to me without my knowledge.
I therefore reported the issue to De Witgoed Topper on 30 Oct 2017, and also requested them to provide the serial number to me. They did not. And it was now also outside of the 14-day return period.
The washing machine issue was eventually resolved without a need for repair.
However, in May 2021, the washing machine became faulty again, and I had an independent engineer diagnose that it is due to a faulty motherboard. However, Samsung cannot provide a replacement without the serial number as different batches of the same model of washing machine use different motherboards.
I contacted De Witgoed Topper and they assured me that the motherboard model is DC82-01117A, and agreed to collect my washing machine to diagnose it themselves and replace the motherboard if it is indeed faulty.
However, a few days after collecting it, they told me that they had contacted Samsung, and were told that they cannot be sure that the motherboard they have in stock would be the correct one. It can be assumed that this is due to the lack of a serial number. However, this is opposite to what they told me before collecting it - that DC82-01117A is the correct one.
They therefore said that if they repair it and it doesn't work, the risk is mine, and I would not be refunded for the repair costs.
I feel that I have been cornered into a situation where I have been sold an expensive washing machine that cannot be repaired due to the seller removing the serial number. This is not a position I as a customer should have been placed in. It is directly against my consumer rights as they have sold me a machine that is not fit for purpose as it cannot be repaired for basic faults where it would other be repairable if it had been supplied with the serial number as normal.
They have also misled me with regard to the information they gave to me before and after collecting the washing machine.
The risk should be on the seller, and they should either replace the washing machine like for like, or give me a full refund.
Gewenste oplossingThe company should attempt to remove the motherboard from the washing machine and attempt to identify it from stickers on the motherboard casing (I have checked online and found that this is possible). Then they should source this motherboard and repair it. I will pay all repair costs.
If this is not possible, then they should replace the washing machine like for like, or give me a full refund.
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