Curry/Hotpoint Problem

richardclarke

Please help me.

If you read the below email, which I sent to Currys, this will fill you in on my problem.
I had a reply to this email from Currys today (19/2) which read:
'I am concerned to learn that there still appears to be a fault with your Hotpoint appliance and that you have not received a response from their head office. As the product is still within the warranty supplied by the manufacturer, they will need to assist you with the matter.'

All I want to do is return this washine machine, get a credit and purchase a replacemnent elsewhere.

Has anyone got any advice?


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Richard Clarke
My Address & Phone Number

Date: 28th February 2009

CURRYS REFERENCE: C0001268258

Dear Customer Service Manager,

I purchased a Hotpoint washing machine from Currys on 9th August. The machine was delivered faulty, and despite my on-going complaints to Hotpoint and Currys this fault is still unresolved

To summarise I have described below the fault along with the progress so far

The Fault
After loading the machine and selecting a program the cycle starts. Within two minutes the machine will crash and the Wash Enhance, Rinse Hold and Start buttons will flash

Progress so far
9th August 08 - Washing machine delivered, installed and found to be faulty

28th October 08 – Hotpoint engineer visited. I was told the problem was not with the machine and was possibly due to low water pressure coming into the flat. The Hotpoint engineer advised to get Southern Water out to check the pressure

30th October 08 - A Southern Water engineer visited and tested the water pressure at the point of entry into the flat, he confirmed the pressure was normal. The Southern Water engineer recommended I had a plumber round to test the pressure at the point of entry to the washing machine. I had a plumber round shortly after (at my cost) who checked the pressure at the point of entry to the washing machine and confirmed this was also normal

22nd November 08 – I wrote a letter to DSG Retail (Currys) informing them of this problem

27th November 08 – Cathy Wilinson from Currys replied to my letter advising me to have Hotpoint back out

29th November 08 through to mid January 09 – I was made redundant and had to spend my time finding a new job. Resolving this problem was put on hold

19th January 09 – The second Hotpoint engineer visited, he had not been briefed on the problem and didn’t bring the correct replacement part, but he was able to confirm the fault was with the machine. He said he would come back on Monday 26th January

24th January 09 - I called Hotpoint asking for my next visit to be after 4pm, they said for the visit to be after 4pm it would need to be changed to the following Thursday 29th January

26th January 09 – A Hotpoint engineer turned up even though I had changed the visit to 29th January

29th January 09 – The Hotpoint engineer turned up around 9am, even though I had been told the visit would be made after 4pm. I called Hotpoint and re-arranged another visit for 10th February, this time they promised me this visit would definitely be after 4pm

10th February 09 – At around 8am I received a text message from Hotpoint informing me that my visit will be between 2-4pm, as this was not the time I had arranged I called Hotpoint and spoke to Rob. Rob assured me that the engineer will definitely be turning up after 4pm and not before

10th February 09 - At 2pm I had a call from the Hotpoint engineer, he was at my flat and said no one was answering the door. After explaining to him that I had been promised he would not be there before 4pm he agreed to come back after 4pm

10th February 09 – At 4:30pm the Hotpoint engineer arrived and confessed he had forgotten the essential part required to fix my machine. He told me he may be able to fix the machine anyway. About 30 minutes later the engineer told me he had fixed the machine by soldering a loose wire, he demonstrated the machine to be working (with an empty load), then left. Straight after he left I put a small amount of clothes into the machine and the original fault was still occurring. I called the engineer on his mobile and left a message, but he didn’t return my call

10th February 09 – At around 5:30pm I called Currys and complained to a girl called Nafessa in Customer Service. Nafessa promised me she would call me back the next day when Hotpoint was open, she said she would then be able to speak to both Hotpoint and myself together to resolve the problem. I have still not received Nafessa’s telephone call

11th February 09 – I posted a letter to Cathy Wilkinson at Currys (DSG Retail) bringing her up-to-date with my complaint. I requested that she called me to arrange collection of the Hotpoint washing machine as I was no longer willing to give Currys or Hotpoint anymore chances to correct this fault. I am still waiting for a reply from Cathy

Tomorrow, Wednesday 18th February I will be contacting a solicitor and seeking legal advice, I will be looking into claiming back my expenses and compensation for my wasted time

I would like to be contacted on my mobile (xxxxxx xxxxxxx) by someone in a senior position at Currys tomorrow (Wednesday 18th February) in the morning. I would like Currys to let me know when they will be collecting this washing machine and issuing me with a full credit

For your reference I have attached with this email copies of all correspondence between myself, Currys and Hotpoint


Yours Sincerely




Richard Clarke
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D_e_n_i_s_e

sorry to hear about your plight.

one thing i have learnt whenever you are 'battling' with the major retailers is not to have multiple party involvement.

so what does this mean? well in your case highlighted above you have mentioned currys, hotpoint, water engineer and a plumber. four different parties, four different opinions and four different judgements.

what this in effect does is dilute your case with any one party, as what they will end up doing inevitably is fob one off against the other.

i once bought something from currys and they were giving me this 'contact the manufacturer line' when something went wrong with my dvd player within days of purchase. I simply approached a diff manager and returned it the next day under the cooling off period clause.

then i swore never again to buy from currys. when you battle with currys you really need to stand your ground, shout from the rooftops and make a fuss to have them accept your problem else they will simply fob you off.

my friend who buys lots ( a complete shopaholic) was telling me not too long back that when she returns stuff, she simply says its faulty and that it plays up after a couple of hours of use, she goes first thing on a weekday mor and late on a saturday evening (2 diff managers and possibly two diff resolutions/outcomes) particularly useful when the first manager doesnt agree with what you are saying.

in your case its a crying shame that curry's with you in mind have enticed you to a purchase, taken your money and then washed there hands of you.

i would strongly advise you to write to hotpoint and appraoch the store manager from where you purchased directly, make it clear that under the sales of goods act, they are responsible, not hotpoint.