cracks across width of hotpoint dishwasher door after 10 months

sandrap_2

We bought a dishwasher last year when we had a new kitchen. It was delivered by April 10 2009, but wasn't installed and ready for use until early May 2009.
It works fine, but I have noticed cracks on 2 of the least used option buttons on the front of the machine. Then a crack appeared across the top of the door across the full width at the far left hand side. The dishwasher still works, but by the looks of the crack - it is shaped and seems to have happened across what may be a fixing point (an engineer could tell me better) - it won't be long before it breaks off.
I have contacted hotpoint who fobbed me off and told me it was my fault for using chemicals to clean. I have gotten past this hurdle (no chemicals used) and they gave a central number for comet (we bought it online from them via Credit card) so we could contact them and arrange for an engineer to look at the appliance. After speaking to Comet they are unwilling to help. Their engineer has stated this to be a cosmetic fault - and he hasn't even seen it . I offered to send them a picture but they were not interested. They even suggested I had pulled too hard and it was my fault. All because it is currently still working. When I asked where we stood when this broke down, outside of warranty, as a result of the crack on the door they said as it would be out of warranty it would not be covered and there would be no come back from this conversation.
Does any one know if I can go any further with this. Yes the appliance still works but I am not sure for how much longer (I am not a hotpoint engineer;)) and I certainly would not have expected cracks like this to appear within the 1st year of use.
Suggestions appreciated

karatedragon

Hotpoint have their own service force team. Just get them in under warrantee.

I would get someone in to repair it and if they try and charge after doiong it simply refuse to pay. I would be prepared to let them take me to court if necessary to battle it out. What fun I would have too. But I doubt it would actually come to that. The price of replacing that component is a few pounds to Hotpoint and a bit of labour charge. They may charge £100 call out but it no way costs that to send someone out.

I have a Miele Washer Dryer and I actually broke the soap draw on it cleaning it. I overtightened the screw to the front handle and the hole became too big for the screw and the draw front would not stay on.

I called the Miele service centre in Oxfordshire and admitted it was my fault but Miele still repaired the draw free of charge under warrantee. They came out next day in fact and even sent me text to say the engineer was 15 minutes from calling and gave me a 2 hour time slot.

Just get someone in. The customer is always right remember. Ask them to prove you created the damage and ask them to prove it isn't a manufacturing fault.

Esqui

After 10 months, the customer wouldn have to prove they didn't cause the damage, actually.

karatedragon

Yes but the customer is always right. It seems a lot of places are forgetting that. From your description it sounds like the crack has formed by a heat created joint. These can fail and have manufacturing faults. My nan had a kettle that split down the sealing joint and Argos exchanged it after 9 months.

Suggesting that you have pulled too hard is the biggest joke I have heard in 2010. Their machines undergo riggorous testing in that respect much harder than you can pull. I would have told the Comet man to connect me to a less incompetent adviser.

neilmcl

karatedragon wrote: »

Yes but the customer is always right.

:rotfl::rotfl::rotfl:bless.

karatedragon

neilmcl wrote: »

:rotfl::rotfl::rotfl:bless.

Don't know what's so funny about that.

OlliesDad

karatedragon wrote: »

Don't know what's so funny about that.

I think it was the naivity of the statement. In an ideal world it would be true, but every company would go bankrupt if it was a reality.

The legal view is that after 6 months of purchase, the onus is on the consumer to prove that it is an inherent fault.

karatedragon

Well I know I broke the soap draw on my Washing Machine and the Manufacturer repaired it free of charge under the warrantee. I didn't have to prove anything I admitted it was my fault. The warrantee does not cover accidental damage either.

For me Miele acted in a very customer focused way. The way companies should operate. I would be encouraged to stay with that brand now.

Best thing is to not buy Hotpoint again or use Comet. I would certainly think twice about buying Hotpoint or using Comet. I think for every disatisifed customer 11 people are told by that person on average.

If anyone wanted a kitchen appliance now I would recommend Miele due to the excellent service I receievd. If they had not repaired the soap drawer I would possibly be slagging them off. As a result when my uncle wanted a new Washing Machine I told him about the service I got from Miele and he went and purchased a machine by them too. So by simply repairing my drawer (probably a £20 component) they got a sale of about £650 from my Uncle plus a continuity of my business in the future. In fact I now have one of their Ovens, Hobs, Extractors and Dishwashers. So that "service" led to more sales for them. Also my Mum will be buying one fo their machines when hers finally packs up. Another sale from my recommendation. Investment by Miele for those extra sales - A simple Soap Drawer.

Maybe you should explaing to Hotpoint and Comet this "snowball sales" based on your service experience logic.

As far as I am concerned if a company does not have enough money to put its customers first then they should not be trading in the first place. Miele certainly are not Bankrupt by putting me (and possibly others) first.

Esqui

That's because it was under warranty. If you didn't have that protection, you'd still have the Sale of Goods Act to fall back on, under which you have to prove a fault after six months.

You're very idealistic, it's nice.

karatedragon

Esqui wrote: »

That's because it was under warranty. If you didn't have that protection, you'd still have the Sale of Goods Act to fall back on, under which you have to prove a fault after six months.

You're very idealistic, it's nice.

I am not idealistic. Simply sensible and have high standards. Conversely I expect other people and organisations to have equally high standards.

The opening poster's Dishwasher is also under warrantee still according to the dates given. The poster is also confident that the crack is not of their doing. if I was in their position I would simply call Hotpoint in and see what the engineer says and argue it out in the home. I would hope that it would be easily rectified.

Failing that when the Machine reaches its end of life replace it with a different brand from a different shop.

I had trouble with River Island in October 1995 with a faulty shirt and they would not accept it was a manufacturer's fault. My Mother was a seamstress of 40 years and knew that a fault existed in the garment.

I have never set foot in one of their stores since. That is now 15 years of total avoidance of their business due to their discourtesy and gross indifference. I also still do not hesitate to tell people of my experience even after all this time. Yet prior to that incident I spent a lot of money in there for myself and gifts.

The problem is that the UK has become gradually accustomed to bad service and retailers and manufacturer's shirking their responsibilites.

I was in Lapland last week and the natives were shocked that we have to ring India for service. They said that none of their Finnish call centres are off shore.

papalaz

Im afraid Hotpoint wont go out to this appliance for an under guarantee call. Comet own/administer the first year guarantee themselves...they keep it all inhouse so to speak.