Hoover 5 years parts guarantee scam!!!!

savemoney

I just had my washing machine repaired. New pump for hotpoint costs £70 with labour, took 30 mins to fit and test

abankerbutnotafatcat

Thanks kwatt for helping me to justify in my own mind my recent purchase of a Miele!!! It does still seem very extravagant but it came with a 10 year parts and labour guarantee so worked out cheaper on a cost per guaranteed year basis than some Hoover wms evidently!!

Jaynne

abankerbutnotafatcat wrote: »

Thanks kwatt for helping me to justify in my own mind my recent purchase of a Miele!!! It does still seem very extravagant but it came with a 10 year parts and labour guarantee so worked out cheaper on a cost per guaranteed year basis than some Hoover wms evidently!!

You get what you pay for - you can buy a one year warranty for a washing machine for £40 from D&G. Meile machine are pretty damned expensive so you'd hope to get a decent warranty with them.

sunshinetours

I agree - Siemens with 5 years part and labour when they are offered seem to offer good overall value compared to many. Most Miele's I believe don't come with that sort of warranty as standard

kwatt

Yup, there are lots of options on what you buy initially such as the Miele or ISE with ten year warranties, Siemens with five and so on.

Whilst it doesn't mean you are not guaranteed to ever have a problem, it does show that the manufacturer is willing to support the product and that they have confidence in it.

If you do the deal for a one year warranty then, that's all you get and are probably entitled to. That was the deal which was the contract of sale, after that you would have to be able to prove any fault was there from new.

But of course, either way, it's usually reflected in the cost. Sort of, but I'll park that for now as it's all about retailer margins and such.

Trading Standards are really good most of the time and they will listen to all sides before recommending a course of action. But they are not perfect, nobody is.

They are reasonable and helpful though, where I used to work we actually had the local TS office number on the wall, we'd give it to people that had a complaint. The reason was quite simple, 99.9% of all complaints got kicked into touch by TS as being unreasonable. There was, out of over 25,0000 service calls a year, perhaps one complaint that had any merit at all.

I will admit, we never measured the level of complaints but there was a fair few every week with the "not fit for purpose", "you have to.... ....under the SoGA", "I know my rights...", "I'm reporting you to Watchdog..." and so on. It's as if these people thought we'd never heard al this before and knew exactly how to deal with it.

And you know the customers that we bent over backwards to help were the ones that were polite, calm on the phone and honest.

Shouting abuse at people trying to help you isn't the best plan.

But I've spoken to TS a number of times over the years and never had any issue doing so. Same with Consumer Direct, the OFT etc.

They're looking for genuine rouges, people that are scamming others. If you are a genuine business operating within the law, you will have no issue at all with TS.

The point being that, unless you have a legitimate complaint or grounds TS will often advise you of that you have no claim completely for free or, chase the bandits that robbed you. So before you go to a solicitor or a court I'd always advise people to take the free option first.

As for these warranties, there will be more I just heard today of another household brand name manufacturer moving over to this system later in the year.

It's not illegal although I am aware that the OFT are investigating the whole debacle.

It is however, in my personal opinion, very misleading in that you think you're calling up AEG, Hotpoint, Miele, Whirlpool, Indesit or whoever else is doing this and you get someone that isn't really interested (or trained) in helping you with your problem. They are however highly trained and skilled at selling you a warranty (it is not insurance or regulated by anyone, including the FSA) and they will often use what has been described as 'scare tactics' to part you with your cash.

If you do sign up, watch out as we are led to believe that it is an auto-renewing thing as well, if you don't cancel it then it will go on forever.

These deals are worth millions.

K.

davidbrian55

rather late to this, but also having trouble with hoover. Dishwasher almost caught fire and the hoover response? Zilch. Now getting barclaycard involved under section 75 and trust they can do something. 2 years old and rubbish. Never again will I buy anything from hoover.

WozH

I have had similar problems with the supposed Hoover 5 year 'all parts' guarantee. My Hoover fridge broke down after only 2 years and 5 months, itself very poor for a fridge (my previous Lec one over 20 years old and still working but replaced as I wanted more space). I was told by Hoover support on the phone that the cost for the call out was a (shockingly high) £119, but this would cover all and any parts and if the fridge needed replacing then Hoover would contact me about this, all under the free 5 year parts guarantee. So as a new fridge was £160 this still just about made sense and I proceeded with the repair. After 5 attempted repairs over 3 months (without a fridge all this time...) the engineer said that the fridge was beyond economic repair as the part was an internal one (leaked oil kept blocking the pipework). I therefore expected a free replacement fridge. However, when Hoover contacted me they insisted that I pay £61 extra for the replacement fridge, despite the earlier phone assurances that this was covered under the free ALL parts guarantee. I objected as the total fee of £119 + £61 = £180 was more than if I had simply bought a new fridge at the time of breakdown + nowhere in the small print was there any mention of a charge for a replacment fridge, it was only stated that ALL parts were covered for free + there had been no mention of a replacement fee in my original phone call to Hoover despite me specifically querying this. After non-answered letters to Hoover Candy, I eventually had to go to the small claims court for Hoover to agree to an out of court payment to refund all my costs. The Hoover legal people were actually very apologetic and helpful - I think the real problem is the company who hold the repair guarantees. So my advice is to think very carefully before activating the free parts guarantee. In parctice if it can be fixed, it is much cheaper to use a local firm, and if it cannot be fixed and you pay the £119 then you face all the hassle that I had to go through to get a refund as they will only provide a replacement fridge for the extra fee.

Worldlywanderer

A fascinating thread which highlights the perpetual struggle between buyer and seller to achieve the best deal. I was reading it because I am researching the issues which should influence my decision on which induction hob to buy.

One product I found which appealed because it delivered a number of the features we would like in a hob but was more expensive than some because it has WIFI integrated and offered a FREE 10 year parts and 5 year labour warranty. Having now discovered the uselessness of the WIFI app it boiled down to a cost of £100 for a four years parts and labour warranty which may yet prove worthwhile.

Before shelling out that extra hundred pounds, however, I'm off to check the features offered against other machines offering the same features and discover just how much that useless WIFI and four year warranty is really costing. I will also be considering the likely cost against a replacement of the appliance every three years.

shawn_f

back in 2013 we had an old hoover machine which went bang ,we had a policy on it with D and G so we claimed .We were given a choice of machines to choose from but none of them fitted the specs of the machine that had died (1600 spin and quiet running with low carbon footprint A+ )so we chose another and was charged a additional 80 quid for the privilege , we recieved our machine which was delivered to the outside of our property and in six months it developed a fault ,i was apparent the machine had been mishandled somewhere between our home and the factory as it had sprung a couple of spot welds on the cabinet and was noisy as hell with the metal components squeaking and banging so we called hoover and they refused to take ownership of the situation time and time again .it took nearly two months of phone calls back and forth with no acceptable resolve .i eventually went to citizens advice for some consumer advise ,they told me to speak to C and G as they were the purchasers of the machine (having spoken to them previously numerous times and them pushing me back to Hoover) i told them what i had been advised to say by CA and they took it on saying we are a massive company and hoover will listen to us ,within a few hours i was called to see what machine i wanted to replacing with and when could they deliver ?!?! of course i asked for the same machine i had chosen before and it was duly delivered in december .
A few moths later the second replacement developed a couple of faults ,one was a fault with the controlls as it would sit there changing programs and beeping randomly !! , i waited a couple of weeks to let it settle in as it was a wifi machine and thought it needed time to mesh with my router etc and maybe it was getting external interference but things didnt get any better so i rang hoover repairs and they despatched a repair man after one cancellation he arrived bright and early to look at the machine then went off after ordering some spares and plugging it into his computer .A few weeks later i got a text from the engineer stating he would attend on a given date and so he did ,he replaced both the mother board in the bottom rear of the machine and also the touch sensitive control panel on the front plugged his computer in and then said its ok and left .
The following day we tried to use the machine but guess what ? it was missing a few essential wash programs and it was making a nasty noise when it did do anything ,we made yet another call to hoover repairs and they said someone would attend .Weeks later we had an unannounced knock on the door while we were out and was carded so we called the strange local number to find out Hoover had subbed out the repair work to a local contractor they turned up a week later and took a very un engineer type look at it ( it was a perfunctory butchers hook no tools involved :mad: then they went saying there would be a wait for spares and approval from hoover .
A very long time later we get a telephone call saying the contractors can not get the spares in time and it will be beyond the 28 day clause they have in which case they will have to replace the machine and we were told to contact hoover to sort it out .
eleven weeks was taken to try and get the parts so by this time we were in a sea of dirty washing and pretty desperate ,i called hoover they told me to speak to D and G whom told me to speak to Hoover as it was under a year old so i spoke to hoover again and they told me they would get their resolutions team to call me in 48 hours ..........a week passed and no call so i rang them back and i was told their computing system had gone down (Mon 6th february) i was told i would get called back .Nocall was received so i called them again and went through the whole story again and was told by the handler he was going to speak to his manager ,when he came back he said his manager was furious this had not been dealt with sooner and said they would call back tonight ,i am not holding my breath sick so sick of this lot i really am ,i have been presented with two brand new and expensive machines which have not been fit for purpose nor lasted an acceptable amount of time , all i want to do is wash my flipping families clothes with a good serviceable and reliable machine ,and do you know the upshot of this is ? I am an independant appliance repair technician !!.i cant repair this kit as it is in warranty and insured ! :mad::mad::mad::mad::mad::(