Hotpoint-when a 12 month warranty is worth nothing.

charliemaine1bee

Hi-Feel really annoyed and a bit ripped off with Hotpoint.
I have a washing machine that is 11 months old,over the weekend it started leaking water out of the door which got worse.As its only 11 months old excellent i thought i still have cover..
Wrong..
Had a 25 minute conversation with someone this morning who clearly failed his charm school course..Yes an engineer can come out..Have you carried out regular maintenance on it madam..Yes i do to the spec the manual says.and ive put it on a v hot empty wash to make sure theres no blockage...so he goes on to say he can still guarantee there will be a call out charge of over £100 unless i take out extended warranty..set up direct debit there and then..and order their recommended cleaning product..dont use calgon that will invalidate your warranty as well..BUT if you take this extended warranty out disregard all of the above and call out whenever you want..even though the machine is still in parts/labour warranty..
I said ive gone through all the routine precautions so now need an engineer as i have water still coming out..he laughs and says thats fine an engineer can be with you friday and i can start preparing the call out bill that i know you are going to get for it.:eek:
So im guessing that even if its a manufacturing fault im going to be fobbed off..:(

melbell

Ahh being a washing machine expert knowing it is a manufacturers fault you would have had it fixed by now.

It could be anything causing the fault. even something you have done. So you would be liable for the bill.

shaun_from_Africa

melbell wrote: »

Ahh being a washing machine expert knowing it is a manufacturers fault you would have had it fixed by now.

It could be anything causing the fault. even something you have done. So you would be liable for the bill.

Yes, it could be something which the OP has done, but equally it may be nothing whatsoever to do with them in which case there shouldn't be any charge for the work.
For the hotpoint agent to state that "he can still guarantee there will be a call out charge of over £100 unless i take out extended warranty" is wrong.

liam8282

Probably not what you want to hear, but I think the extended Hotpoint warranty is about £60-£70 for the year, which you can pay monthly by DD.

The person on the phone is at least being honest enough with you, although not going about it in the correct manner. When an engineer comes out, no doubt they will find something to suggest that the fault is down to misuse and not a manufacturing fault.

I have a hotpoint dryer, I have to say my experience of the cover is good, any problems and an engineer is sent out, parts and labour covered.

charliemaine1bee

Thank you for your replies..Im no expert with these things but im sat looking at a policy thats still in effect- covering'parts,labour and call out- what the extended warranty covers that hes trying to force me to take out or else it seems..as well as their special cleaning product for it.
I've carried out routine maintenance and cleaning to it and the policy says i would be liable for repairs if it was my own doing which is fair enough...but this guy is saying i will be stung for call out as well and theres no mention of that in the policy..i just want to know whats wrong with it.
it was just the guys manner..laughing saying he can guarantee there will be a call out charge if i dont take this extended warranty out..and he may as well start preparing the bill now..when nobody has even been out to look at the machine that could well be a manufacturing fault and not something ive done wrong.

liam8282

I think you have just been unlucky with the person you spoke to. Ring them back and if you have no luck, ring the place where you purchased the washing machine from, you should still be covered with them too.

You are covered by your 12 month warranty, but it is subject to the conditions, I think it is just the way in which the person you spoke to has said this.

What it comes down to is:

If it is a machine fault, you won't pay. If it is a useage fault, you will pay.

If you take out the cover, you will pay less for a years worth of cover, than what it would cost for a single call out charge.

Aggressive selling and misinformation from the person you spoke to I think.

Esqui

The engineer probably gets paid whatever the outcome, so will only charge you if it really isn't a manufacturing problem. And in most cases, if it is something you've done, then they'll find it and show you (a wayward sock, or coin, or bra wire, or whatever) what has caused the issue.

MarkBargain

But surely the T&Cs with an extended warranty would be the same for the first 12 months?! I don't see why extending the warranty should make any difference to a repair in month 11. Be careful you don't pay out to extend the warranty and then find they charge you anyway, blaming misuse.

deanos

11 months old , speak to the shop not Hotpoint as it seems all they are interested in is making money from you flogging a warranty

Ectophile

MarkBargain wrote: »

But surely the T&Cs with an extended warranty would be the same for the first 12 months?! I don't see why extending the warranty should make any difference to a repair in month 11. Be careful you don't pay out to extend the warranty and then find they charge you anyway, blaming misuse.

Not necessarily. Extended warranties often cover accidental damage, while the standard manufacturer's warranty won't.

liam8282

This is basically the extended warranty that the person on the phone was trying to sell, you are covered for accidental damage with this, under the normal warranty you aren't:

Repair Protection plans from Hotpoint can offer you the following benefits:

• Low Cost, comprehensive protection against appliance failure
• Pay in full or spread the cost
• Interest free, Direct Debit options
• Full repair protection that includes all parts, labour and call out charges
• Protection against damage caused by accident*
• New for old replacement if we cannot repair your appliance

Rest assured - you're covered

*Damage to functional and mechanical parts caused by accident which results in the appliance not working. The plan does not include malicious or cosmetic damage or any other loss or damage not included under the plan benefits.

Now, I see it as though the Hotpoint CS have given the correct information, but in a misleading way, as to try and sell their extended warranty.

As I said before, if it is the machine at fault - you won't pay, if you are at fault you will pay - being the call out charge, then if you want them to fix it, the parts. But, if you take out the warranty, you are covered either way.

Now, if you are sure it is not misuse that has caused the problem, insist on them sending an engineer out to fix the machine, or go back to the shop where you purchased the machine and tell them it needs fixing.