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VENT: Never buy hotpoint!!
lego4gary
Posts: 5 Forumite
About a year and a half ago the wife and I came into a bit of money so thought we would buy ourselves a nice oven as our old one was on its last legs. Just to be sure we bought it from John Lewis and were very happy with it.
However, a little while ago one side of the grill stopped working so, as it was under warranty still, I called Hotpoint to arrange for it to be fixed. What a mistaker to maker!!
I was told that an engineer would come out between 8 am and 6 pm but I wouldn't know when until the morning of their visit. Luckily my father in law was able to come over so I didn't have to take a day off work, which was a good job because:
1. First engineer visit. Very unhelpful, stayed 10 mins and diagnosed a new grill was required and a part ordered! I told then that over the phone so I though he'd have been prepared!
2. Second engineer visit (same guy). Said the oven lead had been shortened and that we needed to get an electrician to extend it before it can be fixed as he couldn't get the oven out far enough. Rubbish!! I installed the oven myself and didn't touch the lead. Also, some circuit board was apparently broken. It wasn't until I got home that day that I realised HE had broken the circuit board and that now the oven wasn't working at all!
Anyway, it's still on going and even John Lewis have got involved but it doesn't seemed to have helped. The engineer (unfortunately the same one) is coming back on Monday to fix the oven but it looks like it's going to cost £104 (JL said they would pay half) for him to install a new lead if needed!
2 weeks without an oven and out of pocket. I wish I'd never phoned them! :mad:
Just a note to say that John Lewis have been absolutely brilliant in handling this and have spent a lot of time trying to help. However, Hotpoint are now officially my No. 1 least favourite company!
However, a little while ago one side of the grill stopped working so, as it was under warranty still, I called Hotpoint to arrange for it to be fixed. What a mistaker to maker!!
I was told that an engineer would come out between 8 am and 6 pm but I wouldn't know when until the morning of their visit. Luckily my father in law was able to come over so I didn't have to take a day off work, which was a good job because:
1. First engineer visit. Very unhelpful, stayed 10 mins and diagnosed a new grill was required and a part ordered! I told then that over the phone so I though he'd have been prepared!
2. Second engineer visit (same guy). Said the oven lead had been shortened and that we needed to get an electrician to extend it before it can be fixed as he couldn't get the oven out far enough. Rubbish!! I installed the oven myself and didn't touch the lead. Also, some circuit board was apparently broken. It wasn't until I got home that day that I realised HE had broken the circuit board and that now the oven wasn't working at all!
Anyway, it's still on going and even John Lewis have got involved but it doesn't seemed to have helped. The engineer (unfortunately the same one) is coming back on Monday to fix the oven but it looks like it's going to cost £104 (JL said they would pay half) for him to install a new lead if needed!
2 weeks without an oven and out of pocket. I wish I'd never phoned them! :mad:
Just a note to say that John Lewis have been absolutely brilliant in handling this and have spent a lot of time trying to help. However, Hotpoint are now officially my No. 1 least favourite company!
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Comments
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Just a note to say that John Lewis have been absolutely brilliant in handling this and have spent a lot of time trying to help. However, Hotpoint are now officially my No. 1 least favourite company!
Just thank your lucky stars you've never dealt with CDA, Smeg or Candy. Trust me, things could be a LOT worse...If it looks like a duck, and quacks like a duck, we have at least to consider the possibility that we have a small aquatic bird of the family anatidae on our hands
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As you're sure you didn't shorten the lead, why don't you pull the oven out and measure the lead on it and ask Hotpoint to confirm the length of the standard one? Hey presto - you can disprove their engineer's allegation and thank them for checking the facts in future before being so obstructive and unhelpful.0
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what a saga you are having, can you not check the length of the lead in any local electric shops if your model is still on sale.hope you soon get it sorted
have been having a little rant myself today about hotpoint, i have a ceramic hob with flimsy plastic knobs resulting in one broken and one i have glued back together myself, checked the price today to replace them........£21.99 each!!!0 -
Do ovens come with the cable attached?0
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I think op means the mains cable from the house to the oven which is why it would involve an electrician.
It can be a bit fiddly depending on where the maker puts the terminals on the back of the oven, sounds like he was just being a weed! I use a Black and Decker Workmate in front of the oven and slide it out onto that, easy.0 -
scotsman4th wrote: »Do ovens come with the cable attached?
some do,depends on how powerful they are
our old oven just plugged into a socket,the new one had to be hardwired0 -
Update, sorry it's taken so long. Another engineer came out on Monday (I had to take a day off this time) and I helped him extract the oven. Low and Behold, the oven lead was more than long enough to comfortably sit the oven on the floor! The phrase "Liar Liar Pants of Fire" springs to mind!
Firstly, he thought he only had to fix the grill. Wrong! He had been told the top oven was working by the other engineer. Wrong again!! He fixed the main board that other engineer had blown and then tried to programme it to get it up and running before replacing the grill. "There definitely power getting to oven" he said, "I know", I said "it was fine before the other engineer broke it". "Then it must be my data cable that I connect to my lap top" he told me "It must be broken so I can't finish the job today". "AAAAAAARGGGGH!" He said he would get in contact with head office to get someone else out with a working data cable to finish of and he was really sorry that he couldn't do it and someone would definitely call me back and Blah Blah Blah! Anyway, no one called me back so I contacted John Lewis again who said Hotpoint couldn't get anyone out again that day. A day’s annual leave wasted!
So......deep breath.....they are coming back this afternoon but my parents are having to come over as I can't take any more time off. Let's see what happens! Although, Hotpoint have said that if it doesn’t get fixed this time it would be escalated. But who knows what that really means!0 -
+1 for some of the rudest staff known on the planet at Hotpoint - particularly the Peterborough call centre. Sheesh, some of them are so bad you really wish they would go to the moon and never come back.
At the other far end of the spectrum I must mention the former Bejam/Iceland Appliances. One night in around 1993 my chest freezer suddenly had a red light come on. I'd taken out one of Iceland's dirt cheap, five shillings a year type of extended warranties on it. It was 8pm on a Sunday night and I was living in Swindon at the time. I called their helpline and was amazed to be answered by a human being. I was half expecting them to fob me off, or book an appointment at some point in the future if I were lucky. Imagine my surprise when they sent an engineer to me straight away. He travelled from over 40 miles away, was with me in a little over an hour and fixed it on the spot - replacing the compressor, brazing and welding away, in my kitchen whilst I chatted away to him! This was on a Sunday night at about 9.30pm! Including the travel the whole process took just over 2 hours from the point I called them!
Despite saving my food from defrosting, he advised me to throw it away and filled in a claim form for the entire contents. I was reimbursed about a week later in Iceland vouchers.
That was phenomenal customer service and I've never experienced anything better than that in my lifetime, best of all it was dirt cheap too. Sadly I read that their appliance section and brilliant after sales support went to the wall a number of years ago after becoming 'Expert Appliance Care'. It has now totally demised and all that is left is the 'Expert' name seen on delivery trucks hauling goods for people like Next.0 -
Brilliant! I wish more companies were like that.
Third engineer, 4th visit in total. "Looks like it's a wiring problem". I get the feeling that Hoptpoint employ actual monkeys to do this work! Apparently they could offer me a discount on a new oven though!! What a joke!0 -
That's not fair! Given a little patience and training, most monkeys can be taught enough skills to diagnose the difference between a failed element, an faulty energy regulator or a wiring issue!0
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