Indesit Hotpoint Awful Service - What can i do? Please help me!

Human123

This is quite long and a bit of a horror story, but I would really appreciate it if somebody can advise me on what I can do to solve this situation.

I feel like I have been a victim of what I can only describe as a horrific experience I wouldn’t even wish on my worst enemy.

I own a Hotpoint washing machine and took out the yearly insurance cover plan. Early July my washing machine started vibrating really loudly and even though it was still washing clothes there was something clearly wrong so we called for Indesit to have a look at it.

20th July - A repairman arrives, has a look at the machine and says he will have to return to repair it as seperate parts will have to be ordered.

26th July - My two sons waited all day inside the house for an 8-6 visit. No repairman came despite them claiming he has tried to come. (Benefit of the doubt is given) Rearranged for 28th July.

28th July - A new repairman arrives, claims he doesn’t have any of the necessary parts that were needed and then proceeds to take the washing machine apart completely. He then claims more parts will be needed and the job can’t be completed today. The washing machine is now in a completely unworkable state, remember previously it had STILL WORKED, however after this visit by a “repairman” it now didn’t work at all. New visit was arranged for 5th August

5th August – This visit was cancelled the day before. New visit arranged for 17th August

17th August – This visit is yet again cancelled the day before and rearranged for 18th August

18th August – After waiting around all day and finally getting through to customer services we are informed that visit has been CANCELLED too! No phone call or prior warning was given. New visit arranged for 23rd August

23rd August – Cancelled again, rearranged for 26th August

26th August- Finally a repairman actually turns up. He “fixes” the washing machine while my son was at home and leaves.

27th August – I return home to try and do my first wash. Within 5 minutes of the wash being on MY WHOLE KITCHEN IS FLOODED.

Indesit say they will send someone to “have a look” on September 7th. Almost 6 WEEKS after the original visit.

This situation is ridiculous and I am hoping someone on here can help advise me on the best course of action?

There is almost no point them sending someone else to come and have a look at it as clearly their washing machine repairmen do not know what they are doing.

Perhaps there is a higher authority I can take this too?

Esqui

That is an incredibly long time to wait for a repair.

The first question is...who did you buy the machine from? As they sold it to you, they are responsible for the aftercare of it - and must take responsibility for Hotpoint's repair service. If it's under warranty, I would go back to the retailer.

If it's outside the warranty, I presume this would be a paid repair? If so, I'd ask Hotpoint to give you your money back, and then use the service sheets from the initial visit and the one from the 28th July as proof of an inherent fault, and submit this to the retailer, asking for a remedy to the fault under the Sale of Goods Act.

Either way, it's ultimately the people you bought it from who you should be escalating this to.

Human123

I bought this from Currys.

The repair costs are covered by the extended cover plan.

I suppose I will contact Currys, I am just worried they will send me back to Indesit again.

shortchanged_2

The moral of the story is don't buy Hotpoint. What used to be a good company has now been rebranded as cheap quality products (i.e Indesit) at a premium price.

Sorry for your problems by the way, I learnt the hard way as well and wouldn't touch a Hotpoint product again if my life depended on it.

papalaz

What coverplan do you have on this machine? is it a currys Whatever happens or a Domestic and General policy? I would be straight on the phone to them about this.

Esqui

If it's a Whateverhappens, then you have up to 28 days (21 days on older policies) from the first engineer visit for it to be fixed, or you can call up to request a replacement.

If it's an older Coverplan, then that's 42 days.