Hotpoint Sevice fury - Need help

eizo2002

I needed some advice regarding a service that was provided by Hotpoint (Indesit).

The story goes as follows, for a few months our washing machine has been making funny rumbling noises but was still working properly (machine was outside its warranty).

To rectify the problem before it got worse we called Hotpoint and booked an engineer to come and fix the problem.

They took a payment of £124.98 over the phone which included parts and labour.

The engineer came on Sat 24th Jan after 6pm (he was meant to come between 4-6pm).

My mother was observing him at the time and she thought at that this engineer had no clue what he was doing (he only had 3 months experience).

He was all confused and on top of that he brought with him the wrong parts. He had said we needed a new drum and would order it on Mon 26th Jan.

Bits and pieces of the machine were left on the outside. He could not put the machine back into its original state before he left.

On the Monday when I rung up customer services to ask them when they could send out another engineer they replied to me that the part was due in on Thurs 29th Jan and the first available engineer would come on Mon 2nd Feb between 8-6pm.

I tried to complain but they would not listen. I even asked to talk to their management but they refused.

Now as you well know Mon 2nd Feb was a bad day in terms of the weather, so no call out (which I could totally understand).

Hence appointment was re-booked for Thurs 5th Feb (afternoon).

A text was sent to me that the engineer was to come between 4-6pm and he arrived at my house around 7.45pm. It took him 5 minutes with the machine and he said he could not do anything, as the previous engineer messed up. “It was a joke” he said.

Screws were missing hence it would be difficult for him to put the machine back into its original condition.

As you can imagine we were fuming. No working machine; considerable time wasted; an increasing laundrette bill and a payment of over £120 with no service!

I rang up customer service the following morning on Fri 6th Feb and wanted an explanation. All they could say was sorry and the only thing they could do was to send out an engineer again to see what was required to fix the machine i.e. parts required including screws, or they could refund my money.

I argued that another call out would result in more time lost as an engineer would have to come make an observation, make a list of what was required then return to order the goods.

This would take an additional week for the parts to come and then another week for the engineer to use the parts to repair my machine. Meaning several weeks without a working washing machine.

They had no reply. Being frustrated I just wanted to money back.

However in the meantime they ruined a perfectly working machine whichcould have lasted a while longer.

Whilst all this is going on it has cost us over £50 in washing from our local laundrette.

I need some advice on how to go about dealing with this company.

Hotpoint have caused a massive inconvenience.

Thanks

adandem

Hi, it looks like you may have to take official action, your local Trading Standards will help you.

I'd put everything in writing and send a recorded delivery letter Hotpoint, stating exactly what you want done and give them a timescale in which to do it.
Keep a log of all phone calls etc. and take pics. of your washer.
Obviously you need a washer now so I suppose it's completely down to you how you feel about getting a new one and claiming the repair bill back Only you know if you feel it would be economical to repair the washer.

I have to say I think this company is awful, I had a similar incident with a fridge and a washer. Been Siemens/Bosch for us ever since;)

eizo2002

Thanks for the advice.

I have written to Trading Standards....lets see what they say.

Watch this space...this company must not get away with this......

dougk_2

I would WRITE to hotpoints complaints department and ask for them to send a replacement washing machine as their engineers have now made a servicable washing machine unusable.

eizo2002

Does anyone know the address for the hotpoint complaints?

adandem

eizo2002 wrote: »

Does anyone know the address for the hotpoint complaints?

I think this may be it:

http://www.hotpointservice.co.uk/hs/pages/content.do?keys=CONTACT_US:PAGE

eizo2002

Received an email from Trading Standards.

Very helpful indeed.

However should i go ahead and buy a washing machine as i need one or

should i be more patient and wait until i get some feedback from Hotpoint.

adandem

I suppose you need to decide if you think it's worth the time/money getting yours fixed.

It would also depend on whether Hotpoint insist on repairing yours or refunding your payment, although in your case I'd insist on refund as you've given them adequate time to carry out a repair and you have been caused considerable inconvenience.

If it were me, I try and get a refund and get another, you've no idea how long it will be until the next thing goes wrong.

eizo2002

Trading Standards have said i should ask for a reasonable compensation and provide a timescale as well.

I am considering cost of laundrette use plus maybe £100 on top of that due to the inconvenience within 7 working days.

Is this ok or should i ask for less. What other reason could i give if i am demanding £100.

lexie55_2

May not apply to 'out of guarantee', but when we bought our new build house five years ago, which had all Hotpoint appliances, (had oven, dishwasher and washing machine repairs), I was told that if they cannot fix the fault after 3 visits, they give you a FREE REPLACEMENT.