On hiring a washing machine

Out of over 7,000 telephone calls received last year at the Consumer and Competition Division of the Ministry of Finance, Investment and the Economy, 700 were related to electrical household goods, most of which involved washing machines. This is a considerable number and, therefore, it is of interest both to consumers and traders.

The complaints vary from lack of water pressure to the intake valve, to the failure of the electric motor or the timer which regulates the whole washing process.

Many consumers complain during the warranty period (two years by law) that the machine has a latent defect. These argue that, although the trader repairs once and twice, the same trader refuses to exchange the machine or refund money but keeps carrying on repairs during the warranty period. Consumers are preoccupied that, after the lapse of the two-year warranty, they have to pay for all the breakdowns and the technicians' fees most of which are exorbitant.

Consumers are at a disadvantage also because traders do not fix the washing machine within a reasonable period of time. Many consumers complain about after sales service. Two weeks is the average time for repairs. During this period they have to do their washing at a close relative or friend. Others declare that they have two washing machines so that a machine is available at hand. Although the law states that the repairs should be carried out without inconvenience to customers the latter frequently complain that they are not served with an another machine.

In many cases - especially with younger housewives, the washing machine is placed in the first, second or third storey.

This will render the transportation of the machine to the shop and back a very big and costly hassle also because the transport is paid for by the consumer. Even here many consumers do not know that the transport expenses may be charged only if this has been indicated in the contract of sale.

Many consumers complain of the rudeness of some traders who are quick to come up with an excuse to evade repair, change of machine or in the last resort, a refund. Common excuses are: "A stocking was found clipped to the motor belt and caused serious damage to the electric motor", "A safety pin or a paper clip stuck to the heater element and a short circuit caused the mishap", "There was a sudden drop in electrical power or there was a voltage surge", "You have a humid environment" or "You overloaded the machine" and so on.

And what about the price? The price of a washing machine varies from about €400 to €800. Considering the initial cost to 30 or 40 years ago, the price today is not so high. Sometimes it is even cheaper than 30 years ago when white goods were considered a luxury.

This price drop is due to many factors, the most probable being that this machine is mass produced by robots. Official statistics for 1967 Census indicate that the number of washing machines in Malta amounted to 31,931 (41.76 per cent of the total households) while in 2005 the number jumped to 128,614 (92.40 per cent of households).

When a housewife considers the time lost due to failure of a washing machine, the thought that this is a vulnerable appliance, the repair expenses and so many other unforeseen failures, one may not think twice about hiring a machine rather than buy a new one. It is true that when you hire a machine it looks like a very expensive proposition, and you are tempted to do some homework and conclude that in two or three years' time the machine will be paid up whereas the monthly or quarterly payments are made over and over.

When one rents a machine, however, service is available all year round. When the machine fails to run it takes the trader some time to change the machine. If the machine frequently fails to function and the trader does not give a good service you may easily stop the contract and find another source. But surely the hiring service would be much faster than the after sales service. If traders start offering this kind of hire service, the market will provide a better service.

Mr Grima is an investigator at the Consumer and Competition Division.