PW B

Concern Regarding Faulty Speed Queen Washing Machine and Unresolved Warranty Issues

I am writing to formally express my dissatisfaction and concern regarding a Speed Queen 10.5kg stainless steel drum top-loader washing machine (Model: LWS21NW | Serial Number: 2210001827 | Date of Purchase: 24 May 2023) that I purchased from Lategan & Van Biljoens in Pretoria. After conducting thorough research, I chose to invest in this machine based on the brand’s strong reputation for durability, reliability, and long-term performance. I paid R19,000 for what I expected to be a heavy-duty, high-quality household appliance. Unfortunately, my experience has been far from satisfactory. In March 2025—less than two years after purchase—the machine began malfunctioning. I initially contacted Lategan & Van Biljoens and was informed that the warranty on the product was only one year. Upon disputing this, I was referred to Lead Laundry & Catering, who confirmed that the machine is indeed covered by a two-year warranty. Following my complaint, a technician from Lead was dispatched to inspect the unit. I must commend him for his excellent service. He identified a faulty timer, which was replaced at no additional cost under the warranty. However, following a full inspection of the machine, I was presented with a list of additional parts deemed "faulty," with a quotation totaling R3,173.49 (including VAT) for parts and labour—none of which, I was told, are covered by the warranty. The list of parts quoted includes: 1. Spring for Idler (Blue) x1 2. Pulley (Wheel) Idler x1 3. Shaft Idler x1 4. Washer, Flat Non-Ferrous Felt (.447) x2 5. Ring Friction x1 6. Belt, Agitate & Spin (Green Label) x1 7. Labour x1.5 This level of mechanical failure in such a short time—particularly for a premium appliance that has only been used for standard household laundry twice a week—is deeply disappointing. I escalated the matter to management at Lead, only to be told that “it is what it is” and that the only way forward is to pay the quoted amount for the repairs. This response has left me both frustrated and bewildered. I believe I have been misled about the quality and durability of this machine. I expected significantly more from a brand like Speed Queen, and I feel let down as a consumer who made a considered and costly purchase in good faith. At this point, I kindly request further escalation of this matter. I believe that the failure of so many components within the warranty period should be addressed under the manufacturer’s commitment to quality. I am not seeking anything unreasonable—only the assurance that the product I purchased meets the standards it is advertised to uphold. I would appreciate a formal response to this complaint and a resolution that reflects Speed Queen’s reputation and responsibility to its customers.