Your New Washing Machine Doesn’t Work: What to Do When a Major Purchase Fails

You just bought a brand-new washing machine—maybe after saving up or doing extensive research. You expected it to make laundry easier, not create more problems. But now, it’s leaking, refusing to power on, making strange noises, or failing to clean your clothes at all. Whether the appliance broke after a few days or it never worked correctly in the first place, one thing is clear: you didn’t get what you paid for.

Appliances are expensive, and when they don’t perform as advertised, you have rights as a consumer. In this guide, we’ll walk you through what to do when your new washing machine doesn’t work, how to get it fixed or replaced, and how to protect yourself from being stuck with a lemon.

Step 1: Know Your Consumer Rights

When you buy a washing machine (or any major appliance), your purchase is protected under consumer protection laws, warranties, and possibly retailer policies.

You’re entitled to a product that:

• Works as advertised
• Meets the quality and performance standards described by the seller or manufacturer
• Is free from defects for a reasonable period of time

If the product fails to meet these standards, you may be eligible for repair, replacement, or refund, depending on the situation.

Step 2: Check the Warranty

Most washing machines come with at least a limited manufacturer’s warranty, often lasting 1 year from the date of purchase. Some may have extended parts warranties (like 10 years on the motor or drum) or optional extended protection plans.

Review the warranty documentation that came with your appliance. Important things to check:

• Length of coverage
• What parts and labor are included
• Exclusions (e.g., damage from misuse or improper installation)
• How to file a claim

If your machine is still under warranty, contact the manufacturer or authorized service provider immediately. Many companies have dedicated customer support for warranty repairs and may send a technician or replacement part at no cost.

Step 3: Gather Your Documentation

Before contacting the retailer or manufacturer, collect everything related to the purchase:

• Receipt or invoice showing date of purchase and model number
• Warranty documents or protection plan details
• Any emails or messages with the retailer or manufacturer
• Photos or videos of the issue (especially for leaks, error codes, or visible damage)
• Notes on when and how the issue began

Having all your records ready will make the process faster and strengthen your case if you need to escalate.

Step 4: Contact the Retailer First

If the problem started soon after purchase—especially within 30 days—your first step should often be to contact the store where you bought the machine. Many retailers have a return or exchange policy for appliances that malfunction right away.

When you call or visit, explain:

• The nature of the problem
• The date of purchase
• That the machine has not worked properly since you received it
• That you are requesting a return, replacement, or service

Some retailers will offer to replace the unit or schedule service. Others may direct you to the manufacturer. Even if you’re told to contact the manufacturer, it’s still helpful to notify the store in case the issue escalates.

Step 5: Contact the Manufacturer

If the store won’t help, or the appliance is outside the return period, reach out to the manufacturer’s customer service department. Have your model number, serial number, and documentation ready.

The manufacturer may:

• Send a repair technician under warranty
• Ship you replacement parts
• Offer a refund or replacement if repair isn’t possible
• Provide troubleshooting steps to rule out simple fixes (like installation or connection issues)

Keep detailed notes of every interaction, including who you spoke with and what they promised.

Step 6: Request Written Confirmation

If someone from the store or manufacturer agrees to a replacement, refund, or repair, ask for the agreement in writing. An email is usually enough, but it should include:

• The agreed-upon resolution
• A timeline for the fix, delivery, or refund
• Any reference or claim numbers

This protects you if the company changes its mind or delays action.

Step 7: File a Complaint if Necessary

If the retailer or manufacturer refuses to help, or delays resolution beyond a reasonable time, consider filing a complaint with:

• The Better Business Bureau (BBB) – Many companies are more responsive when their public reputation is at stake.
• Your state attorney general’s office – They investigate unfair business practices.
• The Federal Trade Commission (FTC) – For deceptive advertising or failure to honor warranties.
• Local consumer protection agencies – Especially if the store or manufacturer operates in your area.

You can also leave factual reviews or social media posts to share your experience and encourage the company to take action.

Step 8: Consider Small Claims Court

If the cost of the machine is substantial and you’ve exhausted all other options, small claims court may be your next step. This is a low-cost, relatively fast legal process for consumers to pursue compensation without needing an attorney.

You’ll need to:

• Show documentation of the defective product
• Demonstrate that you attempted to resolve the issue
• Prove financial loss (e.g., cost of the machine, repair attempts, water damage from leaks, etc.)

Each state has its own limit on how much you can sue for—usually between $2,500 and $10,000.

Step 9: Protect Yourself from Future Appliance Problems

To avoid future frustrations:

• Keep all receipts and warranty documents
• Register the product online to activate warranty benefits
• Pay with a credit card, which may offer purchase protection
• Consider an extended warranty for large, essential purchases—but only from reputable sources
• Inspect appliances as soon as they arrive and report any issues immediately

When possible, buy from retailers with transparent return policies and strong reputations for customer service.

Final Thoughts

A broken washing machine isn’t just inconvenient—it’s a disruption to your household and a potential drain on your finances. You deserve a product that works as promised, and you have every right to seek repair, replacement, or compensation when that doesn’t happen.

Stay organized, be assertive, and don’t give up if you hit obstacles. Consumer protection laws exist for a reason—and with persistence, you can make sure you're treated fairly.

Don’t Be Afraid To Get Help

If you’re facing legal questions, safety concerns, or emotional turmoil due to any of the situations described above—especially domestic abuse—don’t try to handle it alone. Professional guidance can make all the difference in ensuring your rights are protected and your next steps are clear. Whether you need legal advice, help with documentation, or assistance navigating local resources, speaking to an expert can bring peace of mind. Click here to get connected with professional support tailored to your situation.