Currys Extra warranty nightmare

Mcfi5dhc

I'm in the same situation as the OP

Hoover washing machine bought from Currys, roughly 2-3 years ago, with a 5 year extended warranty

They never ever stick to the 2 day call outs (and my wife doesn't work, so we are very flexible)

When you phone the 0844 number, you route through to Hoover directly who always deny that they have agreed to the 2 day call outs. Then they give you a full day call out, so you just have to sit in all day.

Oh, by the way, don't believe a word that any of the Hoover staff say on the phone - they just lie through their teeth (we have frequently called back more than once just to hear the latest excuse why they can't come out within 24 hours - lack of staff, staff training, out of parts, "we don't do north wales on a monday" , "we don't do north wales on a tuesday" etc etc)

We had a really helpful manager from the Chester store who did manage to kick them up the butt, so our machine is currently working.

We have had at least 7 engineer callouts for the same machine. From memory, we have had new seals on the door, new circuit board (twice), new motor (twice), and a new pump. The other occasions the engineers have called out, they didn't replace any bits. Like the OP, I will never ever buy a Hoover again, and I will not buy from Currys again - far too much hassle.

Costco will get my next washing machine purchase, I've heard nothing but praise about them

Good luck OP

Mcfi5dhc

Update

On 21st June I replied below with advice for the OP

Last week, my machine broke again for the 8th time this year!!! Washing smelt clean, but even the most basic of stains remained (I have two toddlers, so we got a lot of messy clothes!)

An engineer came out from Hoover, said we should use soda crystals in every wash. Also, we need to do a monthly 90degree wash (machine empty) to clean all the pipes. Most alarming of all was that he said we need to increase the temperature of every wash by 10 degrees.

So, if a garment says wash at 40, we have to do it at 50! This on a AAA rated washing machine.

We are fed up. I have refused to allow the 9th engineer visit this year, and have contacted the credit card company for forms for a Sale of Goods Act claim (they have been very rapid in sorting this out, unlike Currys and Hoover). All £450 was paid on a credit card

Has anyone got any advice of what we should/shouldn't allow? I.e. should I allow Hoover one last chance, or has it gone too far now?

The machine is 2.5 years old, with a 5 year "Whatever Happens" warranty (aka "Whatever we can do to keep you on hold and annoy you as much as possible, honestly guv is not Currys fault, just phone Hoover")

Many thanks

sugarbabe861

hi you can go into the store and ask them to speak to store medics they have to give a soloution within 24 hours of the store phoning this is something only the store can do but they get results hope this helps

Esqui

With 8 failed repairs, I'd have thought it'd be written off fairly quickly. Definitely speak to the store, if they know their stuff, they'll get it sorted.

Mcfi5dhc

Esqui wrote: »

With 8 failed repairs, I'd have thought it'd be written off fairly quickly. Definitely speak to the store, if they know their stuff, they'll get it sorted.

HI - thanks for your reply

Spoke to the store repeatedly.

To be fair to them, they are a nice enough bunch of people, but we keep going back in circles. They phone head office, who get them to phone Whatever Happens, who get them to phone Hoover who want to send out some 15 year old apprentice who hasn't got a clue.

Just to clarify, we have had 8 engineer visits, 6 of them where they replaced parts, and two of them where they just fiddled with stuff and provided patronising statements (like "You are using washing powder aren't you?"). However, Hoover have only claimed money back from Whatever Happens 3 times, so according to Currys, we have only had 3 engineer visits this year

Esqui

Either way, with 3 visits and still problems, there's an issue. It needs someone with balls to phone up!

Mcfi5dhc

Mcfi5dhc wrote: »

HI - thanks for your reply

Spoke to the store repeatedly.

To be fair to them, they are a nice enough bunch of people, but we keep going back in circles. They phone head office, who get them to phone Whatever Happens, who get them to phone Hoover who want to send out some 15 year old apprentice who hasn't got a clue.

Just to clarify, we have had 8 engineer visits, 6 of them where they replaced parts, and two of them where they just fiddled with stuff and provided patronising statements (like "You are using washing powder aren't you?"). However, Hoover have only claimed money back from Whatever Happens 3 times, so according to Currys, we have only had 3 engineer visits this year

Hello - this update is for a very old post, buts its a genuine update.

Long story short, we got to 13 repairs recently on our Hoover washing machine. Just before number 13, a lovely lady from the BBC read one of my posts here, and asked if I would like to take part in a BBC Wales programme called X-ray (which is basically like Watchdog for Wales). Anyway a few emails went back and forth, but not too much was happening. Then in the last few days, it all escalated.

Machine broke at weekend. Engineer came out on Wednesday, replaced main circuit board (again) and mani pump (again). His parting words were "See you in a few weeks"!!

Phoned Hoover, they said "if it breaks one more time, we'll replace it". Yeah right!.

I say I am in contact with the BBC. Their turn to say "Yeah right".

I email the BBC who confirm they will film it first week of May. I forward email to Hoover. Minutes later....:D

Brand spanking new machine on order for free, higher spec than before, big thumbs up for Hoover.:T

Not quite finished yet, I call into Currys in Chester, on the Greyhound Park for a chat about all the wasted phone calls, and chewed up clothes. If you are the manager there, you should be ashamed of yourself for the following:

Not only would he not apologise for the inconvenience, he (this is the big manager by the way, not some sales assistant pretending to be the manager for the night) suggested that I find out if Hoover were sending out the new machine from their own accounts, or under the warranty. If not under the warranty, he suggested I claim one from them as well. He denied this was fraudulent, but Hoover were pretty shocked when I told them today. So were the waranty company "Whatever Happens" (which is part of Currys)!

He also took zero ownership, and just said phone the warranty with any complaints.

So all ends well for us. New machine on the way (fingers crossed). No TV appearance, but I'm an ugly !!!!!!, so probably for the best.

Mcfi5dhc

Mcfi5dhc wrote: »

Hello - this update is for a very old post, buts its a genuine update.

Brand spanking new machine on order for free, higher spec than before, big thumbs up for Hoover.:T
So all ends well for us. New machine on the way (fingers crossed). No TV appearance, but I'm an ugly !!!!!!, so probably for the best.

Apologies for updating an old post. New machine now 18 months old, BANG, kitchen flooded for about 10th time at the weekend (15th total failure over two machines, in four years).
New machine only actually lasted one wash before BANG and flood after installation in Mar 2011 - it had been built incorrectly and had to be rebuilt in the kitchen by the engineer.