I have an Asko front loader washing machine which has only been in use for 1 year and has started leaking. So far it has taken almost five weeks, over two and a half hours on the phone with Asko (mostly spent on hold waiting for someone to take my call), and numerous calls to the local service agent trying to get the machine repaired.
When you call Asko’s 1300 number you are assured that a member of their team ‘will be with you very soon’. My shortest waiting time to speak to someone was 30 minutes and the longest 55 minutes. Suffice to say that I can almost recite their recorded message word for word. Besides spruiking their ‘timeless, minimalist, elegant’ appliances’ ‘design, function and durability’ etc, you are continually assured that ‘someone will be with you shortly’. That is a lie.
You are also informed that they have ‘over 300 service agents nationwide, ready to tend to your Asko needs’; their ‘professional, courteous, highly-trained Asko technicians are ready and waiting to serve you in all capital cities’. That is also a lie, as there are only two of these in the Hobart area and they are most definitely not ready and waiting to serve me.
Furthermore, ‘if you’re experiencing a problem with your Asko appliance, rest assured you’re never too far away from a solution’. Another lie. Twenty two days for a small part to be sent from the mainland and a further 11 days’ wait for a service call is pretty far away as far as I’m concerned.
Finally, ‘customer care is something that they pride themselves on’. If Asko pride themselves on how they treat their customers, they really need to take a long, hard look at themselves.
Welcome to the Community @mel7,
I too know how ‘good’ Asko is, but for a different reason.
Ever since when I needed an appliance I discount Asko from the get go.
Please keep your unfortunate saga posted as it evolves.
I try and buy Miele appliances if I can. They are expensive but my washing machine has lasted twenty years without a hiccup. Previous ovens and cooktops also performed well over an extended time period. I never consider Asko and certainly not Samsung after a hideous experience with a Samsung fridge.
I’m afraid we can’t assume that the way a brand was made yesterday is the way it will be made tomorrow.
I had an Asko front loader that cost a fortune (following the “you get what you pay for” adage) and it also leaked (but not within a year) and the drive rod broke 3 times. Asko did nothing, I got it fixed privately. It most definitely was not worth the money I paid for it. Replaced it with a Samsung f/l which lasted me about 15 years with not one scrap of trouble.
As Choice often finds, through performance tests and reliability surveys of a product is not necessarily reflective of the price. It is challenging to know what product will be a quality one or not…or if the brand is generally reliable but a particular model is a lemon.
I bought a companion pair of Asko washing machine and heat pump tumble dryer from The Good Guys in Brighton, Melbourne, five years ago. It cost me $3200 for the pair. In the five years of ownership, the dryer has had its warped fan replaced when it was just out of warranty. In the last year, the washing machine has developed a grinding noise during the fast spin at the end of the washing cycle, and may need its bearings replaced. We are thoroughly dissatisfied with the durability of these machines, and wonder whether the wider CHOICE community has also experienced durability problems with Asko products. We understand that Asko machines are now assembled in Slovenia, not in Sweden
Welcome to the Community @Ploojie
I merged your topic into this existing one. The answer seems to be ‘yes’.
We are now waiting for our rattly Asko washing machine to destroy itself before buying another make. We are not prepared to pay hundreds of dollars on repairs. Our Asko heat pump tumble dryer, which had its fan replaced one year after purchase, is now working properly…
May I ask who fixed your machine? Also in Hobart with the same problem, but out of warranty. (Is a washing machine that cost thousands supposed to last only two years?).
Our AEG lasted for 23 years before a software problem caused it to fail.
I presume you hope for a reply from @mel7, who has not posted again since she started this topic.
You might best read about your rights under the Australian Consumer Law and if Asko is not more supportive for your issue than previously posted ones, move on to sending them a formal Letter of Complaint.
You can find many links to the ACL on the Community as well as on the Choice web site, including advice on how to proceed.
Please post your ongoing experience and hopefully a satisfactory resolution here as it could assist others in future.
Warranty is not your entitlement to ACL remedies for major or minor faults. So even after warranty has ceased there may be coverage under ACL especially if the goods are expected to last many years and how much they cost.
Washing machines are items where longevity is expected, CHOICE have previously said it should be around 10 to 11 years.
Your ‘express’ manufacturer warranty may have expired, at 2 years if I read your post right, but that is not the end of what can be done.
You do not say what the fault is. I would think that Asko would be concerned if one of their products developed a major fault after only 2 years that made it unusable. On the other hand it could be minor fault due to wear and tear that could be fixed with a service call.
My Asko front loader developed a water leak only months after purchase. The problem was a crack in a plastic part joining two hoses. A $5 part. Replaced and machine going strong 25 years later.
So approach the company, mention what the ACL has to say about expected longevity of things like washing machines, and see if they will agree to a remedy. If they stand by their products. Maybe do the fix for nothing if only just out if warranty. Or maybe parts for free.
Never know until one puts a case forward.
Hi Oldduck! The repair was done by B&W Appliances Repairs in Moonah. I haven’t had any further problems with leaking but the machine shortly afterwards seemed to become a lot more noisy and developed an annoying squeak. I tried contacting Asko a couple of times regarding this (via email this time as I was over trying to deal with them on the phone). I sent them a video demonstrating the noise issue. They never responded so I just gave up.
The Asko dryer is a bit of a lemon also: sometimes it just will not start and requires numerous attempts to get it going. Usually involving turning it off and on again, taking the washing out and putting it back in, opening and closing the door, and sometimes just shaking the damn thing in frustration.
I don’t think I will ever buy expensive ‘premium’ brands again. I was so excited to treat myself to what I thought were a fancy European washer and dryer, and they have both been major disappointments.
I found out what the problem was/is. The door hinge is faulty. I can pay hundreds of dollars to “fix” it or I can monitor it and double check that the door is properly closed when turning it on. I have to use all my strength to slam it in at a certain angle or it doesn’t close completely, it appears closed and you can tug it hard but it is deceptive.
It seems to be a common problem with this machine going on other reviews. I know that if I get the agents in they will close the door with a mighty bang and declare no fault while charging hundreds for a call out.
I don’t understand how a washing machine with all the sensors etc can take in water when the door is not closing properly.
I also don’t understand how I could stand in the shop and decide against the AEG machine on the basis that I won’t last another 30 years to get the use of it! That was daft.
On the bright side, at least the laundry floor gets a regular wash now. Our external water pump cuts out after 20 minutes of flooding. Not good for the built in cupboards though.
Maybe if there were enough people with the same complaint we could get this machine recalled.
