Keeping the machines working

Why is it that your washing machine packs in a week after the warranty runs out? Or your fridge gives up the ghost just when the guarantee expires?

Conspiracy theories abound! I’m often asked how businesses ‘fix’ machines, phones and other goods so they pack in just after the point when a repair is free. Well, much as businesses don’t really have ‘kill switches’ to shut down your property so you have to buy items all over again, the fact remains that from white goods to electronics, things just don’t last as long as they used to. And that was an issue for the EU, who have just announced a brand new ‘right to repair’.

The new rules

From 2021, businesses will have to make sure that appliances like washing machines, fridges and other white goods last for up to ten years. It also applies to things like lighting and televisions — but not your smart phones or other tech devices.

The new rules have been introduced as part of the EU’s drive to make the things we use eco-friendlier and is part of a wider system of changes around energy efficiency. The rules set minimum ‘durability’ rules for items ranging from around seven to ten years. So in plain English, the items shouldn’t pack in within these times — and if they do, you have a right to repair.

Now all this sounds lovely, but nothing is ever perfect. So this doesn’t mean ‘free’ repairs. You’ll still need to be within warranty or guarantee for those. But in the past, the sheer complexity of repairing these goods meant that it was more cost-effective to buy a new one. From 2021, the manufacturers must make sure that the goods have to be fixable using ‘commonly-available tools and without damaging the product’. They also have to make sure that spare parts and replacement bits are available to ‘professional repairers. That last bit has upset many green campaigners who argue that getting a pro in to fix your washing machine will still have a cost. But for the ecologically minded, the new rules mean it’s going to be much, much easier and cheaper to repair that fridge rather than send it to the white goods graveyard to die.

What about Brexit?

As with most EU legislation, in the even of Brexit, it’s likely that the legislation will be incorporated in to UK law. It’s worthwhile bearing in mind that manufacturers will have to follow these rules if they want to flog their goods in the EU, so it’s likely that our goods will meet the new requirements.

What are your rights now?

Of course, you do have a number of rights already if your goods pack in, depending on when that happens and why. However, there are certain time limits you need to bear in mind.

The rules (in this case, the Consumer Rights Act 2015) say that you have 30 days from the date the goods were purchased to return the item if it’s wonky or isn’t as it was described.

You’re entitled to a full refund if the goods are returned within 30 days. If things go wrong after that you’ve got up to six months from the point of purchase to go back to the firm if there’s a problem. They are allowed to have one crack at a repair or replacing the item, but after that, you can ask for a refund.

Even over the six months, all is not lost, though you’ll need to prove why you didn’t realise the item was damaged or that the problem isn’t just down to wear and tear. Be prepared to compromise though. You could be looking at a repair or a replacement – and if the product has been upgraded since you aren’t entitled to the upgraded version.

You can find out more about your rights or make a complaint using Resolver for free at resolver.co.uk.