[macladd]

After much deliberation, I took delivery of the AEG L86810. Its fine on washing, but when it reaches spin any good things I say about it go right out the window! This beast is NOISY....the sides of it vibrate so much you would think someone was in it with a pneumatic drill! I tried levelling it to no avail. It has a "sprung floating foot" at the back left corner which AEG claim makes the machine "as steady as a rock" I actually think it makes the machine really unstable as the thing vibrates so badly. I ended up calling out an angineer who looked at it, he could see nothing wrong except that he def did not like this floating foot concept. His opinion was the side panels were too thin thus creating a perfect environment for vibration to get out of hand. I was washing full loads so its not like it was imbalanced when it was spinning! He advised me to call AEG and the retailer to let them know I was unhappy.

When I called AEG I pointed out that their sales literature online speaks of AEG's super quiet machines, naming their "all round noise insualtion" except that there is no insulation inside the machine! Even the Technical people at AEG tried to say that they have recently moved their producation from Nuremberg to Italy and they thought that the Italian factory may not have built the machine properly as it should have insulation inside, then they backtracked and said that infact there was supposed to be no insualtion panels inside this machine (despite what their website claims!) They offered me an exchange for their top of the range machine, only to then backtrack on that as well as it was now a discontinued model and its replacement was not in producation yet. I also noticed that the entire bottom of the machine is open, thus any insualtion would really be useless and there is no panel on the bottom of the machine to help keep any noise inside!

I have to say that AEG have been really good, keeping in regular contact, offering the superior machine etc. BUT I am still left really disappointed that something I thought would be really good quality turns out to be like all the rest (bar Miele) AEG are offering to exchange it for the same machine, and if that is the same, they will exchange it for a higher spin speed but smaller drum model or refund my money.

I actually like the look of the machine and the only reason I did not but a Miele was that I do not like the new design, and the door opens the "wrong" way to other machines which would make things awkward due to where the machine would be in my home.

I really do not know what to do!

[uumode]

macladd, on Feb 9 2007, 12:26 PM, said:

Its fine on washing, but when it reaches spin any good things I say about it go right out the window! This beast is NOISY....the sides of it vibrate so much you would think someone was in it with a pneumatic drill! I tried levelling it to no avail.

Ouch, that does sound noisy from your description.

macladd, on Feb 9 2007, 12:26 PM, said:

I also noticed that the entire bottom of the machine is open, thus any insualtion would really be useless and there is no panel on the bottom of the machine to help keep any noise inside!

That is a surprise, I did not think anyone would manufacture without a bottom panel.

At least AEG are working with you, let us know the outcome

[macladd]

Yes, its really that bad! So bad infact that my cat is terrified to some into the kitchen now since it heard the thing on spin. I am really annoyed that the machine has proven to be so flimsy. And although AEG have been very good they seem to be very muddled about what this machine should and should not have inside in terms of insulation etc. I am really disappointed as the AEG was really the only machine I wanted. I'm really not that keen on Miele due to the way the door opens and the lack of features on their entry level machines.

Who would have thought buying a washing machine would prove so complex lol....

[uumode]

I 'think' your machine was reviewed in the latest Which? survey of washing machines.

In an older and smaller group test, the two AEG machines (inc smaller cousin 82810) rated 3 stars out of 5 for noise - the same as my Miele on review. Only one machine rated 4 stars and that was another Miele.

Noisest was an Indesit WIL144SP with 1 star, two star machines were Gorenje WA61121 (who?), Smeg WMF16AX, Servis M6715, LG WM-14311FD, Samsung J1453S.

AEG 'should be' quiet as a Miele, and from my re-collections of reading the latest Which? washing machine test, all AEGs were 3 star rated as were Mieles

[macladd]

The replacement machine arrived today, I was pushing it into place when I heard a loud crack, pulled the machine out to find the self levelling foot is only held in place by a plastic nut which had broken, the machine is now unstable, I cannot use it and theres a pile of washing waiting!

I called AEG who were totally unhelpful, she refused to give her name, refused to let me speak to a team leader and then hung up on me saying that I was not listening to her (she was refusing to let me speak to a team leader, I kept asking for one!)

I am absolutely furious and I cannot believe that a company like AEG do not appear to be able to supply a well made machine. They said that they have recently moved production from Germany to Italy, and I think it shows in the build quality!!

I'm now looking at another day off work to wait in between 9-5, then I will have to wait for the refund so that I can go and buy another machine!

[uumode]

macladd, on Feb 14 2007, 05:35 PM, said:

The replacement machine arrived today, I was pushing it into place when I heard a loud crack, pulled the machine out to find the self levelling foot is only held in place by a plastic nut which had broken, the machine is now unstable, I cannot use it and theres a pile of washing waiting!

A plastic nut? a metal nut does not cost much more probably 30p more.

When you get your refund, I'd perhaps consider another make, as

a. the build quality hasn't come up to your expectations
b. with another AEG machine, the AEG customer service desk might switch off to any further requests or assistance.

Or buy from a customer focused retailer such as John Lewis so you don't have to deal with AEG.
as technically speaking a consumer's contract lies with the retailer not the manufacturer.
So if your AEG foot broke again, the replacement should come from John Lewis.

[Washerhelp]

Although this AEG washing machine is expensive, it's only half the price of a Miele washing machine that spins at the same speed and has a smaller 6Kg drum. I would put AEG in the mid price market. AEG (like Bosch) have definitely dumbed down over recent years to keep their prices down. They are still a decent washing machine in the sense that they aren't rubbish, but quality is clearly not as good as AEG's used to be. Some would argue it's no where near as good as it used to be.

It sounds like AEG have been very good, at least up until the last incident, but your complaint is not with AEG (they have no legal obligation at all). Your complaint is with the people you bought the washing machine from. Although we all logically think the manufacturer should be responsible for sorting things out when they go wrong, in UK consumer law, if you are unhappy to the extent of requiring a replacement or compensation, it's the seller that has this responsibility. You may even be able to claim some compensation for time off work. You can try to reject the washing machine on the grounds that it is not "super quiet" as advertised. If you don't want a Miele washing machine for the reasons stated, I would recommend Siemens as one that's a little above AEG.

If you haven't already, I would spend some time reading my washing machine consumer advice section

[macladd]

Thanks washerhelp, AEG have been fantastic. I have been put in touch with the UK tech specialist who asked for a recording of the sound which he listened to and then sent it to the factory who also listened to it. They have admitted that there is an issue and are designing a fix which will strengthen the side panels with rods and new suspension pins. These will take a month to prepare and ship to the engineer who will then come and fit them.

They have included me in the whole process which has been interesting, and I have learnt a fair bit about design and manufacture of these machines. I realise that the retailer is responsible but AEG requested I let them deal with it and have always said that at any stage I decide enough is enough they will authorise the retailer to uplif the machine and refund me in full, they even went as far as to say that I would be able to order a new machine before they uplifted the old one so I would not be left without a washing machine. I am well impressed with AEG. So much so that I really dont mind putting up with the noisy spin until the fix as I know either way I'm not going to be left high and dry.....find me a manufacturer that offers such levels of service these days!

I will of course update once the fix is in place.

[Washerhelp]

Excellent. In my opinion you would not have received this class of service from many of the cheaper washing machine manufacturers. One of the things I constantly advise upon is the fact that the aftersales service is factored into the price you pay for your washing machine. The standards of the engineers, how content - or stressed they are - and whether they are proud or ashamed of the washing machines they are working with are all inextricably linked to the price you pay. Clearly AEG are still proud of their washing machines and are genuinely concerned about its reputation.

Unfortunately AEG are whittling down their prices and selling their basic washing machines very cheaply these days so drops in quality are inevitable when following this policy. However, it's clear that for now at least they are maintaining good standards of aftersales care.

[karatedragon]

I have an AEG dishwasher called an OKO FAVORIT - it is a 45cm machine and is now about 5 years old. I have alwsy been very pleased with the quality of it.

Maybe it was made in a time when AEG were not budget machines as it was expensive 5 years ago.

[Washerhelp]

karatedragon, on Mar 5 2007, 12:11 AM, said:

I have an AEG dishwasher called an OKO FAVORIT - it is a 45cm machine and is now about 5 years old. I have alwsy been very pleased with the quality of it.

Maybe it was made in a time when AEG were not budget machines as it was expensive 5 years ago.

There appears to have been a definite decline recently. AEG are aiming their washing machines to compete with Bosch who have also reduced quality to a certain extent in order to drive prices lower. Basic Bosch and AEG washing machines can be bought for as little as £250 whereas the basic Miele washing machine is about £480.

[macladd]

UPDATE

AEG sent an engineer today to fit the modifications (side panel strengthening bars and new suspension pins) Took about 15 minutes to fit. Did a wash after the engineer left and can honestly say its like a different machine, whisper quiet and rock solid on even a fully loaded 1600 spin, no more vibration or banging noises. All things considered, AEG have been excellent in their handling of the issue. I also received a call from AEG Customer Relations this afternoon asking if I was happy with the modification and offering £70 as a goodwill gesture for the inconvenience.

It is rare these days to find a company offering such outstanding after sales. OK there may have been a few hiccups along the way, but the end result is fantastic. Well done AEG!!

Thank you also for your assistance, Washerhelp. Hope the move to the new server is trouble free from now on!

[Lorenzo]

macladd, on Mar 23 2007, 12:59 AM, said:

UPDATE

AEG sent an engineer today to fit the modifications (side panel strengthening bars and new suspension pins) Took about 15 minutes to fit. Did a wash after the engineer left and can honestly say its like a different machine, whisper quiet and rock solid on even a fully loaded 1600 spin, no more vibration or banging noises. All things considered, AEG have been excellent in their handling of the issue. I also received a call from AEG Customer Relations this afternoon asking if I was happy with the modification and offering £70 as a goodwill gesture for the inconvenience.

Wow, I'm impressed! This is real-world 'Kaizen' with customer involvement.

I want to add just a few remarks.
AEG is part of the Electrolux-Zanussi (also Rex, in Italy) group; I suppose all low to mid-price models are produced in the North-East Italian factories and build quality should not be that different among the three brands.
After sales service could be different, on the other side, and AEG could be better than others, at least in the UK.

About Siemens, as far as I know they are slightly better built Bosch products. As I said in another post, my Bosch WLX16420 is very, very similar to a Siemens model that costs some more euros. Both of them are german-made. I wonder where the build quality difference lies.

[Washerhelp]

Thanks for the very useful update. It's nice to know AEG are still providing good aftersales care at the moment.

As Lorenzo says, build quality doesn't vary drastically amongst the Electrolux and Bosch brands but the more expensive ones have more features. They may also be slightly better quality on a few parts. The aftersales service is all part of the price we pay for a product and the cheaper they become the more aftersales will get squeezed and deteriorate.

[macladd]

Hello again washerhelp....well its been about 12 weeks since the "fix" during this time it started rattling badly on spin cycles again, I contacted the repair agents who came out last Saturday and found that the side support rods had not been fitted correctly on one side and had worked loose. It is now fixed again and I cannot believe the difference....the machine is now super quiet when spinning a full load. Hopefully that will be the last time it needs attention. I just wish the machine had been like this from day one!

[Washerhelp]

Thanks for the update. Do you mean that it's now quieter than even after the first repairman fitted the support rods, or just that it had deterioated back to how noisy it was at first?

[macladd]

Washerhelp, on Aug 1 2007, 05:27 PM, said:

Thanks for the update. Do you mean that it's now quieter than even after the first repairman fitted the support rods, or just that it had deterioated back to how noisy it was at first?

It's quieter than even the first repair made it.....!! The cat is no longer a stranger to the kitchen