Indesit washing machine

Jrjt

Hello there,

My neighbour has a washing machine from Hotpoint and I have enclosed her story below.

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I have a Hotpoint with a 5 year parts guarantee when I rang them when my washer was making a horrid noise they told me what was wrong over the phone but still needed an engineer to come out at a cost of £120 which was a separate years warranty for labour and call out.
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When the engineer came out the!5th march!he said the problem was the bearings and the back half of the drum then left. And also the parts weren't in stock and would have to order them and they told me that the parts would be in on the!13th march!and that they would phone me to make an appointment but they never phoned.
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I had no phone call so I rang them on the!16th march!to be told that he couldn't come out!until the 22nd!, which he did however after replacing the parts he told me that it was the hole drum needed replacing and that the parts needed !were not in stock and needed to be ordered. ! ! !
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On the evening of the 25th I walked in my kitchen to find myself flooded, this was!at 9:30pm!and had to rip all the flooring up and move the washer to discover that the stop tap behind had been cracked and water had been leaking for 3 days non stop.
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Rang Hotpoint on the 26th to be told that they would have had to ring the engineer to get him to come back out to asses his damage, as of today I am still having to chase Hotpoint, I still have no washer and still am doing the run around!
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They say that they have been unable to contact the engineer responsible and I have had nothing reported back to me about the parts or the damage I only get information when I contact them I have however been offered a full refund on the extra cover I took out to cover labour costs and a discount on a new washer when asked what would happen to the Broken one I was told there would be no need to repair this one!
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I am not sure weather this is something you would look into but I feel as a single mum of 3 school aged children that this customer service I haven't gone to a cowboy service I have gone to the wasAher company that I bought it from and I feel let down the only reason I bought this washer in the first place was because it came with a 5 year parts guarantee if they cn do this to a custome I can't be the only one I have rain up. Bill trying to phone them as they always put me on hold saying they trying to get hold of the enginer I am at the end of my rope and don't know where to go next they say if could be at least another 3 weeks before the part comes in again I had to ring to get that information although they saying if could be longer.
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I have had Hotpoint now call me and say they will give me a good will gesture of £50 which I find an insult, they have not offered to replace the floor that the washer caused damage to and refuse to give me a new washer as they say that I need to wait for parts before a new washer can be considered.

What should I do, does the SGSA 1982 section 13 duty of care apply, can I get a new washer and floor.

Any advice

Thanks
J