Please don't ever ever buy anything from..

italia

Hotpoint.
if it breaks their after sales service consists of inept muppets who are incapable of sorting it out. I've been waiting 4 weeks for a part from my washer. first of they said it was ordered and I would have to wait, then they said it had never been ordered, then they ordered it again and had to cancel the appointment as the part never arrived. now they have cancelled tomorrows appointment because the part has gone to the wrong person and they don't know what to do about it and can't give me any answers. getting through to the complains department is impossible.

they can't say sorry and they don't give a t*ss. you have been warned.

they have reduced me to tears. is there anyway i can make them do anything, they won't let me speak to a team leader and you have to be put through to complaints and they never answer.

Anyone out there work for hotpoint aftersales, do they really care so little. surely the following quote from their website is an out and out lie;


'Once you've bought your appliances we don't stop there. Hotpoint's After Sales Care is second to none so you can be sure we'll be there to support you quickly and effectively.'

I think this is a typo and should read

Once you have paid we don't care. If it breaks feel free to call us, we won't help you, we can't we are all too stupid'

carly

I have found in the past, that a letter to the managing director of most companies, brings immediate results. luckily I have never had any dealings with Hotpoint though.

webmasterpolo

I sent letters to both B+Q and Homebase CEO's after awful vists to both stores and  from B+Q l got £10 voucher and Homebase just a letter thanks for your comments.  Guess who l'll shop with in the future.

This is a new method for me of complaining - used to be the c/s manager - now it's the CEO every time.  If his name is not in the website, call c/s and get it - l even got the CEO's fax number to send me letter straight to his PA.  

I think Hotpoints CEO would pressure c/s into getting your part immediately and probably some form of compensation too. C/S would sh*tting themselves if his office calls their team leader telling him to do his job.

Try it and let us know

italia

thanks webmasterpolp i will try that. i have his name Marco Milani but can't find any address details on the site and customer services aren't answering.

the after sales are now saying they have found the part - it was in the correct engineers van all along! But since then they gave away my early appointment to someone else so now i have to wait in between 8am and 6pm. I bet he doesn't turn up. i've never known such apathy when talking to someone in customer service, quite often they are really well trained these days. maybe hotpoint just don't want to pay for training.

spidystrider

I'm not sure how it works but most magazines have a consumer advice section. I've read lots of stories about disappointed customers writing into the expert and he contacts the company for them and is usually very successful at sorting it out. Bella magazine definitely has one. His name is Kevin Cotton, could be worth a try.

spidystrider

Just looked out a Bella magazine, I normally have a few mags lying around. You can write to Kevin Cotton, Bella, 24-28 Oval Road, London NW1 7DT or e-mail kevin.cotton@bauer.co.uk. Clearly state the name and address of the company. Tell Kevin exactly the problem and what you want as settlement. If writing by post, enclose full details ( copies only ) of all correspondence. Enclose your phone number and e-mail address. It says Kevin will acknowledge all letters but is unable to deal with every complaint. I would think it is at least worth sending an e-mail.

16011996

keep copies of corrispondance, never do it by phone cos then you have no proof of whats been sasid. learnt by experiience.

Peter-Pan_5

B&Q I ordered two hammocks from them delivered today checked contents 3 bolts missing from 1 box,rang Customer services lady said Quote"If I went home and told my husband that 3 bolts were missing he would say dont bother we will look in the garage or we will buy 3 more".Unquote honestly I was flabbergasted,I rang back to complain and the person cut me off.

italia

Thanks Spidy I will do that. Hotpoint never turned up yesterday either. They cancelled again and are supposed to be getting me a new washer/dryer but I will beleive it when I see it.

System

i have his name Marco Milani but can't find any address details on the site and customer services aren't answering.

Merloni Elettrodomestici UK Ltd.
Morley Way
Peterborough
PE2 9JB

System

Just in case anybody wonders, Hotpoint is now owned by Merloni.

So next time you go to buy a washing machine, remember that Hotpoint, Ariston, Indestit and Creda are all made the same company.

And as for the other machines in the shop, Electolux, AEG, Zanussi, Tricity Bendix and Parkinson Cowan are also all made by a single company.