Hotpoint/Indesit Customer Service - or lack thereof!

Sallyannlo

My hotpoint cooker is still under guarantee and has a problem. I got through to the service department who were more than happy to send out an engineer........anywhere between 8am and 6pm. How am I supposed to get two young children to school and be at home between 8am and 6pm???? There was no flexibility at all except for telling the engineer to not to call during one 30 minute period during the morning and one in the afternoon. Having knocked off 8-8.30am and 5.30-6pm it still means i am expected to be in between 8.30am and 5.30pm - absolutely impossible with school. Any ideas on how I can persuade them to be somewhat more flexible in their approach?:huh:

UniversityOfLife

You will see from my posting that you are far from alone with your problems with this Company, hopefully if enough of us complain they may revert to what used to be excellent Customer Service- when they were just "Hotpoint"

Keep on pestering them , also Consumer Direct offer some sound advice they will allocate a case worker who will help.

papalaz

Being a working mum, I certainly empathize with you. The all day calls are a nightmare. however it is the nature of the beast, when you have an engineer cramming in 10-15 calls a day, timings are sacrificed somewhat. They are never 100% certain how long each job will last, e.g. if he has promised to be at mrs x's house at 10 then he would have to leave the call b4 half finished if hes running late.
Did they not mention the text service the engineer now offers? On the day of the call he sends a text with a 2hr time slot. Not ideal but an improvement on waiting in all day for him to turn up at 6.

hollydays

I usually push companies to offer me either morning or afternoon,but how would that help you?

Jules22

UniversityOfLife wrote: »

You will see from my posting that you are far from alone with your problems with this Company, hopefully if enough of us complain they may revert to what used to be excellent Customer Service- when they were just "Hotpoint"

Keep on pestering them , also Consumer Direct offer some sound advice they will allocate a case worker who will help.

I've got all my appliances from Hotpoint. I've had a problem with the cooker which they have replaced and within 3 weeks. :T

The CS have been excellent. Talk to them as you wish to be spoken to and they respond.

They will txt you with a 2hr slot on the day.

As for Consumer Direct......well what a shower!

snoopy1971

They will, if you give them a mobile no. to contact, send you texts to narrow down the time nearer to teh appointment day as if you are not first on the list of calls there is no telling how long each appointment they have will take.

However I do agree with you that Hotpoint are not great for service from the get go of my calls they had a don't care attitude despite them failing to Order parts, saying that a part was obsolete and then saying it wasn't obsolete and replacing said part with a completely different coloured part to my machine (was an on off switch with the electric gear so part of it faced outwards) and finally sending an engineer along without required tools to do the repair i had requested back in late December. So far all I have got is belligerence from them. Oh and as of today still no repair either.

snoopy1971

Just to go on my reply to your post I did find some relief for my pain on http://www.ukwhitegoods.co.uk/ which is primarily a trade site but does allow you/customers to vent your spleen on their non trade forum and get some straight answers to some of your questions often from Engineers who are contracted to work on these machines.
I had to sign in first for an account like here but when I was feeling like I must have gone about things the wrong way with my complaint etc the replies I got were most useful