Faulty washing machine

Q: I recently bought a washing machine with a five-year commercial guarantee. After two years and one month, the washing machine developed a fault. It started making strange noises and I immediately contacted the seller.

When I called, I was asked if the washing machine was still under guarantee. I said yes because only two years had passed. At this point, I was told I was unlucky that the two-year period had elapsed because only selected parts of the washing machine were now covered – basically only the switchboard.

Following my phone call, the company sent its technicians to check what is wrong with the washing machine. They concluded that the bearings needed to be changed and I was told that since this is classified as wear and tear, the repair was not covered by the commercial guarantee.

They estimated that the cost of the repair would be around €135. I accepted that they take the washing machine for repair. Soon after, I was contacted by the company to be informed that besides the bearings, there were a number of other items that needed to be changed and the cost had gone up to €400.

Can a seller give a commercial guarantee that only covers specific faults and parts? Am I entitled to free repair?

A: In the first two years from the date of purchase, we are covered by the two-year legal protection, which entitles us to a free remedy if the product purchased is defective or not in conformity with the contract of sale.

Once these two years elapse, our only protection is the commercial guarantee, which covers the product purchased for a period of time longer than two years. If the seller wants to exclude certain parts and faults from the commercial guarantee, they can do so; but they must clearly specify it in its terms and conditions.

To know whether or not you are entitled to free repair, you should carefully read what is written on the washing machine’s commercial guarantee. When we purchase goods with commercial guarantees, it is our responsibility to make sure we fully understand what is covered and what isn’t.