Hotpoint Gas Hob leaking

Sam1903

Hi anyone out there able to help.
Story, came home on Monday night to a huge gas leak, Gas Company came out and disconnected hob (4 months old) as it was the source of the leak and said we have been very lucky.
Tuesday night my gas fitter came out checked appliance and said the leak is within the hob.
Rang Hotpoint explained that gas board stated you nearly killed us to which I got response will send an engineer out to repair said item.
Understandably I don’t want it repaired I want it replaced. Oh no cant do that you would need to speak to complaints. Complaints closed....
Rang back Wednesday and said need to be available between 8-6 for engineer to inspect ( not repair, not replace but inspect!!!) said not suitable we work and after much arguing got them to agree to contact husband 30 mins before engineer arrives so he can get home from work.
Well husband got a call rushed from work to find Hotpoint had sent an electrical engineer instead of a gas engineer.
Engineer told him probably next Wednesday, husband duly told them my wife will be in touch. Amazingly they anticipated me not being happy waiting another week and rang me stating Friday between 8-6. Once again told them we have to work and though I appreciate they need to inspect surely it should not inconvenience us as we will then have to arrange time for them to replace said item. Now have a time frame 7.00 am -9.00 am, and have to await his report before anything will be done.
CAN ANYONE HELP..
Dog who was in house at time has had to be checked by vet, daughter had to be checked by GP as was also poorly.
No cooking facilities and feel they are not even attempting to understand the gravity of the situation, and only budge when I scream.....

kermitfrog

Sam1903 wrote: »

CAN ANYONE HELP..

Sounds like Hotpoint is trying to help.

Sam1903

kermitfrog wrote: »

Sounds like Hotpoint is trying to help.

Can you please explain how sending out an electrical engineer to investigate a gas hob is helping, how I have had to complain to get next inspection visit brought forward helpful. How it will be 2 part missed days of work for them to confirm my story.And then more time off for a replacement is helpful.

System

Sam1903 wrote: »

Can you please explain how sending out an electrical engineer to investigate a gas hob is helping, how I have had to complain to get next inspection visit brought forward helpful. How it will be 2 part missed days of work for them to confirm my story.And then more time off for a replacement is helpful.

Obviously they are trying to help. They are not messing you round for the craic.

Bad customer service though. Get them to pay for the vet bills.

Meepster

To be honest, Hotpoint are renowned for two things now-a-days:

1: Poor customer service

2: Poor quality products

I know that doesn't really help you in this case, but I thought it should be noted.

Have you complained to whoever you bought the hob from? When we used to deal with Hotpoint, sometimes we could kick them into being more helpful...

Techhead_2

Meepster wrote: »

To be honest, Hotpoint are renowned for two things now-a-days:

1: Poor customer service

2: Poor quality products

I know that doesn't really help you in this case, but I thought it should be noted.

Have you complained to whoever you bought the hob from? When we used to deal with Hotpoint, sometimes we could kick them into being more helpful...

Indeed, retailer should be contacted or you may limit your consumer rights. Also, starting the process by accusing them of nearly killing you was not a good move.

I know it's difficult but try to keep emotion out of it ( things will run more smoothly), be less combative and try to remember that they are not trying to wind you up. Just making a mistake.

Fosterdog

Sam1903 wrote: »

Dog who was in house at time has had to be checked by vet, daughter had to be checked by GP as was also poorly.

I'm not saying that what's happened isn't unacceptable but this bit really got me, firstly you put your dog before your daughter. You were so concerned you took the dog to the vet and almost as an afterthought took daughter to GP.

Secondly, you have gas appliances in your home, why do you not have a carbon monoxide detector? You have a child in the house, gas leaks are a big killer and a simple £5 device to give a warning can save lives.

Sam1903

Fosterdog wrote: »

I'm not saying that what's happened isn't unacceptable but this bit really got me, firstly you put your dog before your daughter. You were so concerned you took the dog to the vet and almost as an afterthought took daughter to GP.

Secondly, you have gas appliances in your home, why do you not have a carbon monoxide detector? You have a child in the house, gas leaks are a big killer and a simple £5 device to give a warning can save lives.

Firstly I did not put my dog before my daughter, the dog was in the house when the major leak happened, my daughter was at school. We came home to the leak, my daughter subsequently took ill and was then checked out as a precaution.
We do have a detector in our home but the leak happened whilst we were at work and school and therefore we were not alerted to the leak until we got home.

I have contacted my retailer who were so concerned at the report left my emergency gas that they wanted Hotpoint to check in case the model requires a recall.

ThumbRemote

Fosterdog wrote: »

Secondly, you have gas appliances in your home, why do you not have a carbon monoxide detector? You have a child in the house, gas leaks are a big killer and a simple £5 device to give a warning can save lives.

Do carbon monoxide detectors even pick up leaks of unburnt gas?

Sam1903

ThumbRemote wrote: »

Do carbon monoxide detectors even pick up leaks of unburnt gas?

No it doesnt, as gas leak is 98% methane with odour added as methane is also odourless( gas fitter told me this)
However just wanted to point out to Fosterdog that we do have a detector fitted but as we were not at home it would not be able to alert us.
Thank you for not being as judgmental as some, only wanted advise as to how to hurry Hotpoint up as having no facilities to cook is rather difficult.
Thankfully friends are helping us out.

System

Have you thought about getting a canary? Thats a well proven early warning system.

Although once it backfired as the canary dropped dead so we all ran out of the house. As we were standing outside in the rain waiting for the gas man we discovered nobody had fed the canary for a few days.

We went back inside.