After many years of loyal service my beloved washing machine decided to end its life. Due to the recommendation from the engineer who pronounced it dead, I ordered a brand new one from Carters in Brighton. I paid £25 extra to have it installed and to take the old one away.
Happy with the service they provided I used my new washing machine for 6 weeks without a problem. One morning however it became possessed. It started to shake like mad during the spinning cycle and walked itself out from under the kitchen unit in to the middle of the kitchen. It shook so vividly that it smashed the cupboard door next to it off its hinges. The dog and my daughter ran out of the kitchen in fear and my husband tried to hold the machine in place, but the force was too strong, and it marched out and even unplugged itself.
So, I rang Carters and told them I had only had this washing machine for 6 weeks and now it looks like I found it on the skip somewhere. Due to my surprise I was informed that I had probably had not loaded it properly. I have only been washing for over 30 years and never experienced anything like it. Uneven load was Carters professional jargon. I informed them that I had not loaded it unevenly and that there was something wrong with it. They decided to send an engineer round to have a look at the problem. He was quite surprised to see the damage it had done to the kitchen cupboard and to the machine itself. He kept referring to the “uneven load” that he suspected and even gave me a crash course in how to load a machine properly. You can not have anything heavy like a bathmat in there and it must be loaded full to the top without a gap. Not that I had a bath mat or anything heavy in there in the first place, but I politely listened to his speech. He then noticed that the front feet needed adjusting and I thought to myself ‘ah see that’s why the machine flipped it wasn’t balanced properly’. He even suggested I shove a book in between the washing machine and the kitchen unit to prevent it from shaking. (Very professional and aesthetically pleasing advice) I nodded politely. He then ran a test cycle and of course the machine didn’t shake at all, so he left.
I rang carters and told them the machine needs replacing as my dog, my daughter and I are scarred of it and its completely smashed up. To my surprise I was informed that the engineer couldn’t find anything wrong with it and suspected and uneven load. There was that term again “uneven load” I didn’t know at the time that that word would come to haunt me from carters for many more days.
I insisted that I had not loaded it unevenly and that it should be replaced. If it was balanced properly, why did the engineer have to adjust the front feet? But Carters had an excuse for that too, it was probably unbalanced due to the shaking. Another great excuse.
Carters called me back that afternoon and said out of “goodwill” they would replace the machine. I thought well its not really goodwill it’s a brand-new machine smashed up, but I graciously thanked them. The following morning, I get the new machine delivered and installed. I said to the guys are you sure this is balanced properly? Yes, they said its balanced as good as it can be. Great I thanked them and off they went. I then went to load the machine making sure it was even. Socks, T-shirts underpants and couple of bath towels. I made sure it was completely full just as I had learnt from my training course with the engineer. As I was pottering about in the kitchen listening to the lovely noise of my brand-new washing machine doing its job it went from washing cycle to spinning cycle. Sure, enough on the first wash it starts to shake like mad and smashing itself in to my newly fixed kitchen cupboard. It was very loud and a bit scary to be honest. I immediately rang Carters and told them that this was unexpectable and there it was again the accusation of an uneven load. I said I can assure you it is not uneven and if it can’t cope washing my load and is that sensitive then it should be bolted to the floor. Carters said they would take the machine back and replace it with a different machine a Zanussi one if I paid £80 pounds towards it. I gave them my card details and they took my payment and promised me a new machine the following morning.
When I told my husband about this he said I am not paying £80 for a new machine when you have already taken 2 mornings off from work and we have a smashed-up cupboard in the kitchen again. So, he rang up Carters to see if they would lower the price of the £80 pounds for all the hassle and inconvenience we had. You can argue whether they should have lowered the price or not, but it certainly was worth asking. Carters then said they would send an engineer round to look at the load I put in and see if there was something wrong with the machine. My husband agreed to that and we waited for the engineer to call. When the engineer rang me to confirm the visit they said if they come out and can’t find anything wrong with it they would have to charge us for this visit. I thought no way are they having me over like that, what if the machine doesn’t shake again when the engineer is there? So, I told them I was not going to pay for this visit and declined the visit. I told my husband they wanted to charge us for the visit, so he agreed to go ahead with the £80 pounds for the new Zanussi one. When he rang Carters and said he would compromise and pay the £80 the owner said they had changed their mind refunded my payment and this offer was no longer available. He informed us that we are now stuck with this machine, they can’t resell it and basically bad luck. He argued that he already taken a machine back from us which now works absolutely fine in their utility room and its loaded full of bath towels no problem. Yes, because I don’t have a full load of bath towels to wash at home I have various things. You can tell Mr Carter doesn’t do the washing for his family at home.
Not only did he insist we had to keep the smashed-up machine he also said, “maybe your floor Is uneven”. I have had 3 washing machines on that floor and none of them flipped out. My husband owns a flooring company and he checked the floor and yes, its level.
So, Carters just left us with a one-hour old washing machine which had done one load only. I tested this uneven load business by putting an actual uneven load in. A heavy bathmat and a few t-shirts and guess what? The machine didn’t shake. So there goes the uneven load theory. Also what Carters didn’t know is that these machines don’t spin if the load is uneven. If you wash a bath matt which is too heavy for the machine it doesn’t go to spinning mode it stops and the bath matt comes out dripping. They offered no solution to the problem whatsoever as the owner has never heard of this problem before.
When I googled the problem, I found loads of consumers having the same problem as me.
Please see link below for an example with 90’000 views.
My recommendation is don’t by the Beko Model WTG620M2W
and don’t buy from Carters.
How sad for an owner of a company to have their customers over like that.