Hotpoint

snookey

Here is my story are you sitting comfortably.

On the 29thof November 2013 our washing machine of 17months decides to break down.
We phone Hotpoint/Indesit company as it has a five year parts warranty.
Hotpoint state its 120.00 call out fee or we can opt for their insurance of 15.00 per month. Choose insurance.
Repair booked for following week. 6th December.
Repair man comes out . PCB board blown will have to order as we dont carry stock. Someone will call when stock is in . Will be in no longer than a week. 17th December repair booked.
Get in touch with the CEO of Hotpoint via email asking why his company cannot get hold of the parts for their machines and yet other companies on the net have them in stock and can deliver 48 hours later. Also why our machine which is less than 18months old should breakdown.
Get a phone call from customer relations at Hotpoint the day after contacting the CEO.
Explain the situation to the customer relations and the fact we are both disabled making it difficult for us to access other washing machine faculties.
Customer relations phones us back. Informs us that the machine will now not be fixed until the 27th December as the part still not in. Says he will look into replacing the machine and will call us back no later than Tuesday the following week.
Tuesday comes no phone call. Phone Wednesday. Engaged tone
.
Phone my insurance. They know nothing of the problems Im having and inform me that they have a policy where if the machine cannot be fixed in four weeks they will replace. As the machine will be nearly four weeks and due to our circumstances they would have just replaced it. Thats if hotpoint customer relations had phoned them.
Insurance put a complaint in on my behalf. Also informs Hotpoint Im getting in touch with the CEO again.
I eventually get through to Hotpoint to ask why nobody contacted the insurance or phoned me back as promised.
Informed that a request was put in to the internal team requesting that they replace the machine but a decision was still pending.
Ask if I can speak to a member of that team but said it was impossible as it was internal and even the staff could not access them other than via email.
Decide to contact the CEO again to complain. In the middle of which a frantic head of department at Hotpoint rings and screeches down the phone that a repair will be on the 27th of December.
Inform the CEO of the phone call .
27th of December . Repair done. 28th December machine breaks down.
Phone insurance . They will now replace the machine. :T.
Told to expect a call from Hotpoint.
Hotpoint call , delivery booked for the 2nd of January.:T

2ND January no machine . Phone Hotpoint, Sorry your delivery has not been booked in due to system error over the bank holiday. Ill book you in for the 6th January. I complain and she says Ill phone you back and see if they can get it to me before then.

Phone my insurance. The insurance said they booked the machine in for the 2nd January and dont know what Hotpoint are on about. They ring me back and inform me that a batch of orders never went out due to Hotpoint system error.
Hotpoint have said that they will deliver on Saturday 4th instead of the 6th.

3rd January get a phone call from Hotpoint. Due to no stock of the machine promised they cannot deliver on Saturday the 4th Of January can they book Tuesday the 7th January or any other date after that.:mad:

Ill let you know what happens.

How and in between I get a email from another head of department from Hotpoint saying that they are doing their bit by fixing the machine within one month and if I have any complaints to take it up with my insurance.:rotfl:

Morglin

I never take out these insurances and warranties for this reason - been bitten on the bum with them too many times.

Once anything is out of guarantee, I either just call someone in independently, or replace the item

Hope you get your new machine soon.

snookey

Yay got my new machine today. Fingers crossed everything goes right with this one.