Long wait for Hotpoint machine part - who is to blame?

Purplejellybaby

Hi all.
I'm posting on here because I'm v.annoyed :mad: and I'm not sure where to go next. This may get a little long and boring but please bear with me if you can!

I have a Hotpoint washing machine and a service and parts contract with Domestic and General.
The programme dial on the machine broke around new year and I phoned D&G, who sent out an engineer to fix it on 4th January - fab.
The engineer said he didn't have the part (despite the fact I'd told the D&G rep on the phone exactly what the problem was) but he ordered a replacement part and said it would be with me on either Saturday or Monday. He also fixed the programme dial to my most-used programme so I could wash clothes. However, I also use reusable nappies and to wash these I need two separate programmes.

I phoned D&G on Thursday 12th January as I hadn't received the part. The woman said the part was out of stock but she would re-order it and I should wait a week. Another week and still no part so I phoned D&G again on Thursday 19th January. The man said a delivery of these parts was due in on Friday 20th January and I should receive it the middle of the following week. As I still hadn't received the dial by 26th January I wrote a letter of complaint to D&G explaining the above.

I received a call from D&G this afternoon (Friday 3rd February). The man initially said Indesit (the company who make Hotpoint machines) had sent a part to me on 10th January but after I said this was rubbish and he spoke to Indesit, he said Indesit were sending me a part which I should receive within 3-5 working days.
I said I wasn't happy as I had already waited a month and he said he would transfer me to Indesit's complaints department. He then said he would close the complaint I had made with D&G.
During the transfer I got cut off so I didn't get to speak to anyone at Indesit. I then went looking for an email address or address for a complaints department, but drew a blank.

Although I have been able to wash my clothes - which is great because after a month I'm sure I would be completely out of clean pants! - I have been unable to wash the reusable nappies. Consequently I have 26 dirty nappies (yuck!), which have been sat there for a month, and I have had to use an estimated 200 disposable nappies (costing around £32), which is neither economical nor environmental.

My question is (finally! sorry!:o) who, if anyone, can I claim compensation from? I think my contract is with D&G and they should sort it but I'm happy to be told otherwise.
PS if I wanted to take it further, where could I go? D&G are regulated by the FSA and their complaints process says I could take it to the Financial Ombudsman but this doesn't seem to be a financial issue as such, more a lack of service.

kwatt

I'll try to help but, you probably won't like the answer/s.

First off the agreement with DAG is a maintenance plan. It isn't insurance, it isn't underwritten and it isn't in any shape or form regulated. That means, the FSA has bog all control over it and can't say "boo" to anyone involved.

Indesit (Hotpoint's new owner) is a member of AMDEA who used to publish their charter, code of practice and service levels. They don't do that anymore. Bear in mind that Indesit are contracted by DAG to carry out the repair and, I would expect, that DAG are being let down by Indesit.

The AMDEA COP used to state that they had something like three working days to attend and 28 working days to repair. Over five weeks basically.

DAG are actually pretty good at customer service to be fair to them and they will fight your corner as much as they can, they rag us whenever there's an issue.

If you keep on DAG's claims department they will make Indesit's life a misery and, if you really want to push it, ask for the "escalation team" and they will harass the life out them.

HTH

K.

Coveredinbees!!!!

I did the program dial on my machine myself, took about 10 minutes. What a bunch of cowboys.

ormus

bit late for you, but my advice is to keep well clear of DG. rip off merchants.
as with most warranties, far better to put the money aside and pay for any repairs if and when needed.
or buy another machine.

Purplejellybaby

First of all thanks for the replies guys.

Coveredinbees - I'll be fitting the dial myself, I'm just waiting for the part!

Ormus - I have to give credit where it's due and say that I've called D&G out in the past and they were pretty good. It would have also cost me more than the cost of either the service policy or the machine to call out an engineer. They were also pretty prompt at sending out the engineer at the beginning of January, it's just this super-long wait that has been very annoying.

Kwatt - thanks for the advice about bugging D&G. I think I'll stick with D&G as my contract is with them and I think I'll get a better response - fingers crossed!
BTW, D&G are regulated by the FSA - check out their register.

kwatt

Purplejellybaby wrote: »

BTW, D&G are regulated by the FSA - check out their register.

No problem at all.

But I'd check just what was registered with the FSA.

Let me put it this way, certain regulatory authorities do not share your sentiment there on these warranties.

K.