AWG Washer/Dryer Combo - 2 new Machines broken in 3 years

I am writing to express my profound disappointment regarding the ongoing issues with my AEG washing machine and dryer combo, which has regrettably tarnished my experience with your brand.

To provide context, my original purchase from HIRCH'S Dunkeld JHB in 2020 encountered a soap dispenser problem that couldn't be rectified due to unavailability of parts and the discontinuation of the machine. Consequently, I was provided with a replacement machine, which, unfortunately, was a downgrade. At the time of our initial purchase, we invested in the larger 10/12kg model with features we valued. Regrettably, due to the soap dispenser issue, we were forced to "settle" for a smaller replacement model with fewer features. The original invoice number from Hirsch's for this machine was INV ***

Now, just over a year later, the dryer component of the replacement machine has malfunctioned. Despite the relatively short duration of use, AEG has indicated that the three-year warranty is deemed expired, attributing it to the original 2020 purchase. This, coupled with the absence of a weight feature in the current model, raises concerns about the reliability of the dryer motor, potentially leading to recurring issues.

The second machine that was meant to fix the problem of the first machine has now broken down in less than 18 months which is just ridiculous. Compounding my frustration, AEG has declined a goodwill service on the machine and potential replacement parts. As a devoted AEG customer with a business account at the store, where I source appliances for both personal and client use, this experience has left me disheartened. Consequently, I am compelled to inform you that I can no longer recommend the AEG brand to my clients.

Here is the quote I have received from Bergens an AEG approved service provider:

On the 12th of December 2023 – Bergens came out and collected my machine to assess the issue – they ended up sending it back as they were closing for the year. On the 5th of January 2024 AEG sent a callout and Bergens came out for the second time, charging a R650.00 callout to assess the machine at home. Below their quote:

Good day Ms Naidoo, your AEG appliance requires the following parts to be repaired: - A new main PC board. - A new thermistor. - A new thermostat - A new reset thermostat. (Part is not in stock and may 4-16 weeks). The quote inclusive of labour is R2585.71. Please let us know if we should go ahead with the repairs so that we can order the parts. Regards Mark Parkhurst Service Calls (this is over and above the two call outs of R650.00 each I had to pay to find out what the issue was)

What is your proposed solution here?! honestly I am completely disappointed by the quality of your machines. I just need my machine to actually work at least within the given 3 year warranty/guarantee period with a 4 month old, a 4 year old and a 6 year old at home and cannot be dealing with these constant breakdowns and possibly wait 4 to 16 weeks for a repair either on a machine I use 4 times a day. The call out fee, plus the new parts fee makes no sense to pay for a branded product that clearly keeps malfunctioning.

Moreover, I must express that my faith in the AEG brand and its products has significantly diminished. The disheartening part of this ordeal extends beyond the financial burden of fixing the machine. The process has consumed not only monetary resources but also valuable time. Coordinating with the store I made the purchase from proved unhelpful in booking a technician promptly. Furthermore, the inability of AEG to schedule a technician before my imminent holiday adds another layer of inconvenience, emphasizing the strain on my energy and time, which I can ill afford.

Considering the substantial investment made in AEG appliances between 2020 and 2022, I sincerely hope we can find a satisfactory resolution to this matter promptly.

Your prompt attention to this issue is appreciated.