Asko W7956XLG.AU

The old LG top loader had been on the way out for a while and finally bit the dust. Off to HN to see what to replace it. After dealing with the customer service bloke, he did a great job, knew the product and we ended up with this in the car on the Friday afternoon. We are a family of 4, with 2 active kids in the tropics. Everything was working fine, and I was impressed with the machine until.... The following Friday morning, not even a complete week of owning this, I get Error 9.1 a leak error and the machine is locked with a load of towels in there. No visual leaks on the hoses, or around the machine, so internal.

Customer service assisted in how to get the wet washing out and drain the unit and logged a service call with the local agent advising someone would be in contact within 48 hours.

Monday I rang the agent, and they advised they were waiting on parts to come from Asko, first I was aware of this. I rang Asko and they advised they would be leaving today and didn't get out on Friday and hopefully would arrive by the end of the week. At no stage was the waiting on parts discussed.

So a brand new machine would be out of action the same time it worked, that is if it could be completed by Friday. Not happy.

I rang HN to speak to the customer service bloke and he is on days off, but another chap took my call and helped out.

Confirmation a day later they would be replacing the machine, as for a premium product this should not have happened and is not what the customer experience should be.

5 stars for HN and their staff for sorting out the issue.

1 star for the first Asko washing machine. For being sold on a product that is meant to last 12-20 years, and weighs 100kg, it felt like it would be a long term unit.

I'll wait to see how the second machine goes before re-reviewing the product.