Hotpoint urgent tumble dryer recall

JG1971

Just had Hotpoint on the phone after registering my faulty dryer 8 weeks ago & chasing them up myself as no reply apart from bog standard 5 week waiting before we contact you email.
They have advised they are ordering the part & the engineer will contact me before he comes to fit it approx. May or June ..............

Same story as me - I've told them that's unacceptable and I'm waiting for them to get back to me.

JG1971

As the issue has now been identified it would be the customers fault if a fire broke out after they had continued to use it after the warning and instructions for continuing use not followed.

Aside from "don't leave it unattended while running", they would find it very difficult to prove the customer hadn't followed instructions regarding cleaning the filter etc.
Surely it would only be the customer's fault had they advised not using the dryer until it has been fixed?

Poppie68

JG1971 wrote: »

Aside from "don't leave it unattended while running", they would find it very difficult to prove the customer hadn't followed instructions regarding cleaning the filter etc.
Surely it would only be the customer's fault had they advised not using the dryer until it has been fixed?

I don't think they have actually advised that customers stop use all together just not to be left unattended, so if a fire did occur then they maybe liable?

Some have been using the effected dryers for years without problems, myself included but I stopped as soon as the problem was reported. Yesterday they came out and fixed the issue plus fitted all new internal parts as it had a couple of problems, all at no cost to myself on an 8 year old dryer that is in excellent condition inside and out now....I'm very grateful for the excellent service, I don't understand why some are expecting brand new units if all it needs is a fix on the recall issue? The company seems to be doing their best and obviously their engineers are inundated with work as normal routine repairs are still required.

glentoran99

Poppie68 wrote: »

I don't think they have actually advised that customers stop use all together just not to be left unattended, so if a fire did occur then they maybe liable?

Some have been using the effected dryers for years without problems, myself included but I stopped as soon as the problem was reported. Yesterday they came out and fixed the issue plus fitted all new internal parts as it had a couple of problems, all at no cost to myself on an 8 year old dryer that is in excellent condition inside and out now....I'm very grateful for the excellent service, I don't understand why some are expecting brand new units if all it needs is a fix on the recall issue? The company seems to be doing their best and obviously their engineers are inundated with work as normal routine repairs are still required.

I've seen evidence of them going on fire after the fix, and given the fact they are telling some they have to pay for a new one, telling others they only repair, and others getting a new one free I wouldn't trust the fix

DJDavey

I have just rang the above number, and was told they don't have an update on parts and it's best to speak to customer services.

When I asked for their number, I was told they don't have one and that people are having trouble getting in touch with them anyway.

So I rang back the same number and just waited, pressed no buttons just waited. I then got put through to Customer Services, who was about to tell me to speak to the other department again.

After a long chat about how unhappy I was with them and not being updated and being passed around, she has booked us in for a replacement part for Wednesday next week.

It's not a new tumble dryer but we got there in the end!

Poppie68

glentoran99 wrote: »

I've seen evidence of them going on fire after the fix, and given the fact they are telling some they have to pay for a new one, telling others they only repair, and others getting a new one free I wouldn't trust the fix

There has been one report of a fire after the fix, it's not been confirmed what the cause of the fire was....While I totally agree one fire is too many there have only been approx 750 fires in millions of dryers sold through the years and they can't even attribute them all to this particular issue so should every dryer ever sold in the effected years be replaced, even those running for years without issue?

JG1971

They've compounded the problem by not applying any consistency in the way they are offering to resolve the issue.
Why are some people told they haven't offered new dryers to anyone (I was initially told this by the Hotpoint customer care clerk i spoke to this week - but he later admitted he didn't actually know! it also mentions it here http://www.bbc.co.uk/news/business-35301019).
Why are some people being asked to contribute to the cost of a new dryer while others get them free of charge?
Why are some people getting engineer appointments within days while others have to wait weeks/months? (ok this may be down to higher demand in certain areas - but at least tell us!)
Why are some people being contacted by email and others not?

Donury236

I spoke to my sister re this as she has the same dryer as us and she had a fault 3 years ago, and the ENGINEER at the time they had out actually commented that the amount of loose fluff covering the ENTIRE inside of her machine (well outside drum! but inside teh outer cover) was a fire hazard. They had to vacuum and clean all inside around the electrics.
I only ever put my dryer on for 20 mins a time, and never on the cotton setting and clean the filter every 20 mins.

I also filled form in on 23rd November and not a jot re a repair..........I have however REPEATEDLY received info and pressure from indesit to but an extended warranty on the other items I own.

JG1971

Just accepted the offer of a Hotpoint TCM580BP as a replacement - it's virtually identical to my Indesit that's 2 years old. They didn't offer a repair at all.

Tinman

Missed a call from them yesterday,bet they dont ring back