Question About Guarantee
Interested to read about the ISE Washing Machine, and particularly the idea of local independent repair/support.
However, the downside of a local independent repairer is the lack of a 'big name' behind them (we are considering either the ISE machine, or a Bosch from John Lewis).
What happens if our local supplier moves or goes bankrupt?
What happens if ISE goes bankrupt?
What happens if we move out of the area?
There is no information about ISE itself or the guarantee on the iseappliances.co.uk website.
Is the guarantee insurance backed and transferable between repairers?
Many thanks
Solution Summary
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This thread was marked as solved. Here's a summary of the problem and the fix, generated from the discussion below.
ISE washing machine guarantee and support query
- The problem
- The poster asked how the ISE washing machine guarantee and after-sales support would work if a local supplier moved or ceased trading, if ISE itself failed, or if the customer moved to another area. They also queried whether the guarantee was insurance-backed and transferable between repairers.
- Likely cause
- No appliance fault was reported. The issue was uncertainty about warranty backing, service coverage and continuity of support.
- What fixed it
- The strongest reply stated that ISE had a network of over 250 service and retail outlets, with a multi-tiered service arrangement intended to provide at least two service agents in an area. It also stated that the ISE warranty was underwritten by AXA and that, if the customer moved, the next local agent would continue support. Discussion also noted concerns about Miele support being more dependent on manufacturer channels, but this was comparison rather than a repair outcome.
- Checks to try
- Asked whether the guarantee was insurance-backed
- Asked whether support would continue if the local supplier moved or went bankrupt
- Asked whether cover would transfer if the customer moved area
- Reply stated the ISE warranty was underwritten by AXA
- Reply stated another agent would pick up service in a new area
3 Answers
Interesting, I haven't been able to find any unreasonable exclusions on the 10 year guarantee claim form though, other than "We shall not be liable in respect of plugs, fuses, dents, cabinets, cosmetic trim, cables, filters and attachments. Unblocking of the pump of washing machines." I couldn't even find anything excluding wear and tear.
This is the main stumbling block for Miele and one I mention in my Miele review summary, "My only real concern is that independent repairers can't get parts and technical information as easily for the German washing machines. This means if no one in your area repairs them you may need to find a Miele dealer, or be prepared to use the manufacturer's service department for any future maintenance". One person has already found this out to her cost on the Miele forum - W980 Any Others Out There? The ISE washing machine is extremely uncomplicated, and definitely easy to repair. You'd have to be a really useless engineer to not be able to deal with an ISE.
Need Professional Help or Spare Parts?
I can't answer your question directly, but I also considered the 'peace of mind' option of the 5 year ISE washing machine
Initally the £500 seemed expensive, but once the warranty is factored in, it is good value for money.
However I then took a slightly different angle on it and discovered the cheapest 10 year guarantee Miele washing machine the 3240 at £668 from Currys or dixons (which is the cheapest price)
My own personal argument for me to switch £500 Vs £668 = £168 difference, not insubstantial,
but that buys 5 years more 'manufacturer's' guarantee - or at least through Miele Channels
and arguably a better washing machine with
Honeycomb care drum
Quieter?
Even better engineering?
Better cleaning?
Just another option to consider maybe if you are in it for the long run with peace of mind.
Hi Martin,
ISE does not have a big name retailer behind , no. What we do have is a substantial number of service and retailers up and down the UK currently running at over 250 outlets.
There are reasons that some of the large retailers are not interested in ISE or indeed Miele etc., one obvious one being that, if the machines last longer then they don't sell as many. That is quite plainly not in the retailer's interest.
To answer the specific questions...
There is a multi-tiered arrangement on service which ensures that there are normally at least two service agents in any one area, often more in high density population areas.
The ISE warranty is underwritten by AXA.
If you moved then the next agent in the new area would pick up where the old left off seamlessly, assuming that you moved outside the agents area.
I thought there was information on the ISE website about the company and the warranty. One thing we didn't really want to do was overload people with information so we did keep it succinct to be fair.
Last point I hope has been answered above.
On the Miele 10 year warranty I was, funnily enough, talking to a Miele agent last night about that very thing and, apparently, it only covers certain components and is not an all-inclusive warranty by any stretch. Miele callout is typically £100 when you need them.
They are fine machines and I've a lot of respect for Miele, I've recommended them often, but the downside is the cost when they do go wrong as service information and spares are extremely restricted as well as very expensive, as is the labour charges and, with the newer machines which have to be reset after service you must have a Miele laptop and software to do it. So effectively you're stuck with whatever Miele want to charge you.
K.
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