I'm really hoping that you can help me. I don't have a problem yet but I may have on Tuesday. I (with the help of my

Expert's Assistant chat
Customer: Hi Pearl, I'm really hoping that you can help me. I don't have a problem yet but I may have on Tuesday. I (with the help of my lovely children) purchased a HAIER HWT70AW1 top loading washing machine from The Good Guys on 22/12/2019 and it was delivered by their contractor who unpacked and installed the machine. It has been making a grating sound since day one but I just thought that it was the zipper on the lingerie bag and the computor screen wasn't always right and there was a problem with the water connection and after checking my hoses to the machine I discovered that the installer had connected the hoses to the wrong tap and I fixed that myself by just changing them over. After coming back from a holiday at my daughters on Monday the 27/1\2020 I washed my sheets and the noise was still there so I contacted the HAIER company (in New Zealand) and they said that I had to contact their contractor in Australia, which is Regional Appliances and Electrical Services in Fairy Meadow, New South Wales. The ladies there were wonderful to me because after telling me that it was going to cost me $99 for a call out and $33 for every 15 minutes, I was in tears because I amon the Aged Pension and I can't afford this, especially on a new machine. Anyway they are coming out to me on Tuesday 4/2/2020 between 8.30 and 12.00pm. So could you please give me an idea where I stand please.
JA: Have you contacted the seller or manufacturer?
Customer: Regards
JA: Anything else you want the Lawyer to know before I connect you?
Customer: Yes I have.Mrs Jeanette (Jan) Dodge
Answered by John Melis in 4 hours 3 years ago
imglogo
John Melis
10+ years of experience
logo

75998 Satisfied customers

Expert in: Family Law, Legal, Estate Law, Real Estate Law, Criminal Law, Employment Law, Business Law, Consumer Protection Law, Bankruptcy Law, Traffic Law, Personal Injury Law.

logoimgimgVerified lawyers, 10+ years of experience
Chat with a Lawyer in minutes, 24/7
imglogo

Verified lawyers, 10+ years of experience

Save time and money. Get specialized help.

imglogo
John Melis
10+ years of experience
logo

75998 Satisfied customers

Jessica

Jessica

Consultant

31,131 Satisfied customers

Pearl avatar
Lawyer's, Assistant
14 Lawyers are online right now.
img

John Melis, Expert

Hi, I’m John, solicitor, and reviewing your post, and may need to ask a few questions a long the way to assist you.

img

John Melis, Expert

Jeanette, what is the best outcome you're trying to achieve at the moment?

Customer
My very best outcome would be that I didn't have to pay the $99 for the call out fee or the $33 every 15 minutes. I've only had the machine 5 weeks and used 3 times and I'm on the Aged pension and my money is spoken for by just living and rent.
Customer
Sorry I can't afford that
img

John Melis, Expert

Consider that you have been misled by the service provider?

Customer
I just thought that as it's only 5 weeks old and still under warranty that there wouldn't be any charge for anything but apparently on Tuesday 4/2/2020 when they come for the call out I could be liable for that money and I just don't have it but I need the machine fixed
img

John Melis, Expert

You can seek resolution in the following way and claim compensation as well

I recommend that you file a claim as soon as possible.

What you need to do is issue a formal complaint in writing to the company, seeking an assessment on the matter, and that you require a response within 7 days.

Where no response is received and you have reviewed the conditions carefully on the agreement if there are any, and you are still not in satisfied with the situation that is occurring, you can then raise a claim in NCAT

The New South Wales Civil Administrative Tribunal “NCAT” process is very good to meditate disputes of this type as it forces the parties to come together to discuss the issues involved.

However, before raising a claiming in NCAT, you should file for mediation at Fair Trading, and if the matter does not settle at Fair Trading, then obtain a certificate that mediation failed, and commence an action at NCAT.

In most cases at mediation the matter will settle.

The matter is Civil.

You will be the applicant and the insurer the respondent.

The important filing document is the points of claim. This document needs to be carefully drafted.

I recommend that you download the application first, complete the same and then upload as required to commence the claim.

The alternative to this is filing an application in the local court, in which case you will be able to recover your legal fees as well in pursuit of the debt amount.

What you need to do is to write the complaint in a chronological order detailing what is the issue and what action you have taken to try and rectify the matter.

The chronological order need to be numbered with points 1, 2, 3, etc. with each point being a separate item.

I recommend that you download the application first, complete the same and then upload as required to commence the claim.

The following link will assist you further.

http://www.ncat.nsw.gov.au

​Thank you for reaching out today.

You have a legal right to protect your interests in this important situation.

I am a user like you in this chat forum to assist in your important question today.

Thank you kindly for rating me with 5 stars, which helps me support the community.

You can come back to this post any time to ask questions without additional charge.

I hope I have assisted with answering your important question today, and thank you for supporting the community.

which state are you in ?

Customer
Thank you.5
img

John Melis, Expert

You are welcome, and thank you for supporting the community.

Customer
I'm sorry but I did answer you yesterday and gave you a rating of 5.
img

John Melis, Expert

thank you for the support, I kindly request that you click the 5 stars

Customer
I think I'm in the wrong here, I didn't find the rating grid so I put a 5 at the end of my message xxxx
img

John Melis, Expert

that is ok

I am happy to help you

Ask a lawyer and get your legal questions answered.
See all Legal Questions
img
Related Legal Questions
How it works
logoAsk for help, 24/7
Ask for help, 24/7
Members enjoy round-the-clock access to 12,000+ verified Experts, including doctors, lawyers, tech support, mechanics, vets, home repair pros, more.
logoExpert will respond in minutes
Expert will respond in minutes
After you reach out, we match you with an Expert who specializes in your situation. Talk, text, chat, whichever you prefer.
logoSave time & money
Save time & money
No scheduling hassles, missing time from work, or expensive consults.
A JustAnswer membership can save you significant time and money each month.
img
logo 593 Verified lawyers, 10+ years of experience
DISCLAIMER: Answers from Experts on Askalawyeroncall.com are not substitutes for the advice of an attorney. Askalawyeroncall.com is a public forum and questions and responses are not private or confidential or protected by the attorney-client privilege. The Expert above is not your attorney, and the response above is not legal advice. You should not read this response as proposing specific action or addressing your specific circumstances, but only to give you a sense of general principles of law that might affect the situation you describe. Application of these general principles to particular circumstances should be done by a lawyer who has spoken with you in confidence, learned all relevant information, and explored various options. Before acting on any information received from an Expert, you should hire a lawyer licensed to practice law in the jurisdiction to which your question pertains. The responses above are from independent, freelance Experts, who are not employed by Askalawyeroncall.com . The site and services are provided “as is”. To view the verified credentials of an Expert, click on the “Verified” symbol in the Expert’s profile. This site is not for emergency questions which should be directed immediately by telephone or in-person to qualified professionals. Please carefully read the Terms of Service.
Explore law categories
Powered by JustAnswer