VENT: Hotpoint/Indesit written complaint; casual extended warranty sell

kwakwaversal

After writing the letter out, I guess it doesn't seem as bad as I first thought, but I'm going to send it to them anyway.

I was annoyed by a call out of the blue about my cooker, especially because the woman I spoke to was so breezy and casual about the whole thing. I couldn't get a word in edgeways and her final sentence - to get me to agree to getting the warranty - was along the lines of: "Just confirm your first line of your address", not "Would you like an extended warranty?"

-Paul

Domestic and General Customer Care
Freepost CV2560
Bedworth
Warwickshire
CV12 8BR

Re: Outbound call; extended warranty

Dear Sirs,

I received a unsolicited phone call today (2011-03-25) at 13:07 from a lady in your outbound call centre (CLI: 0800 121 8148). After her initial greeting, she politely asked me how my cooker (Hotpoint EW38P) had been over the last year, then explained that the first year's cover has expired.

She then proceeded to tell me – without pausing for a breath – how I could get a warranty which would provide servicing, parts, and a replacement cooker in the event of any problems while under warranty. After about 2 or 3 minutes of telling me how great it would be have an extended warranty, she casually told me that I could begin the cover by just confirming the first line of my address. (I'm not sure if it was my phone, but this bit seemed to be mumbled, so I asked her to repeat herself.)

At no point in the conversation did she specifically ask me if I wanted the warranty, the whole conversation she was under the assumption that I wanted it. I realise there are pressures of hitting targets, but her sales method left a bitter taste in my mouth. It has left me with a negative view of Hotpoint, as I could see the same conversation with other people might leave their heads spinning and agreeing to something they might not have initially wanted.

I rang the extended warranties number (08448 226226) to leave a complaint, and the lady I spoke to there was very helpful. I didn't get the name of first lady I spoke to, so asked her for it. She told me that it was a user id, and couldn't give it to me. I was just asking for her name - not her bank account - as I'm assuming she'd have told me if I'd have originally asked her for it. But the 2nd lady said she wouldn't feel comfortable giving me her user id, despite admitting that the user id was actually her name. Not so helpful.

I am seeking assurances from you that unsolicited conversations with other Hotpoint users are carried out more professionally. Rather than masking the extended warranty under the guise of a friendly conversation. I would hope it is made clearer what they are trying to sell, and the overall warranty costs were made clearer, not masked as small/simple monthly payments. Additionally, “Would you like an extended warranty?” seems a much more appropriate question than “confirm the 1st line of your address”.

I will be posting this online as reference for others, and to open a debate.


Yours sincerely,

kwakwaversal

Please delete this thread.

I clicked the new post when I was in the wrong part of the forum; it's official, I am an idiot.

julieq

where do I complain about unsolicited rants?

kwakwaversal

julieq wrote: »

where do I complain about unsolicited rants?

Haha! Monkey!

PasturesNew

kwakwaversal wrote: »

Please delete this thread.

I clicked the new post when I was in the wrong part of the forum; it's official, I am an idiot.

official.

julieq

To be honest, you're going to be a bit exposed to extreme ridicule until a moderator comes back from the pub or whereever they are this afternoon. I'd work that into your claim for compensation if I were you

kwakwaversal

PasturesNew wrote: »

official.

Thank you, far too kind. I'd go so far as to say I'm not worthy, but clearly I am.

julieq wrote: »

To be honest, you're going to be a bit exposed to extreme ridicule until a moderator comes back from the pub or where ever they are this afternoon. I'd work that into your claim for compensation if I were you

Oh jeez, this is like school all over again. I'll add the trauma from the repressed memories to the claim too. Keep them coming!

julieq

Should have bought a Bosch innit