Hotpoint urgent tumble dryer recall

AJXX

wealdroam wrote: »

Could it be that all their call centre staff were busy talking to other serial complainers?


With an attitude like yours, it really doesn't surprise me that you 'got attitude' back.

This hits the nail on the head. I've worked in call centres myself and it's bloody awful. I can't begin to imagine what Hotpoints customer care advisors are having to deal with at the moment; but I suspect most of them are absolutely sick of their lives and dealing with abusive, demanding and outright unreasonable people one after the other it's no doubt they're giving "attitude" - I suspect a good chunk of them have probably quit and/or walked out so they're also understaffed hence wait times to get through.

Poppie68

glentoran99 wrote: »

it is though if others get them free

I'm sure it's annoying for some, I personally don't care because I never realised that there was a problem in the first place and continued using my dryer without incident after.

I think new units were suggested by Indesit when it all came out, but it was most probably a knee-jerk reaction on their behalf before they realised the extent of the dryers affected. The guard they are fitting is obviously a cheaper alternative to exchanging a unit when it fixes the problem.

Maybe the difference in solutions is a regional issue, more engineers available for fixes than in other areas...Who knows?

KellyKoo

AJXX wrote: »

That's excessive. How many of these recalled machines have actually caused fires? The ones I've seen have all stated something like "it's not yet confirmed if this was one of the recalled machines" - therefore it's just scaremongering.

Also, "less work for Hotpoint" means faster repairs for the rest of us! You're complaining about repair times, then moaning about something which is easing repair times. I'd suggest Hotpoint are probably taking a loss on the machines offered for £59/£99...

Nobody is saying it's good customer service, I'm peeved at how long it has taken (I've not even been given a date yet) and how poor communication is, but I'm living with it.

There are far too many people on here moaning for the sake of moaning or throwing toys out the pram just because they think they're entitled to preferential treatment or brand new machines.

Hotpoint customer services are probably on the brink of breakdown, call after call thousands of thousands of repairs to organise, moaners to deal with... Engineers are obviously booked to the rafters hence long wait times for the modification. Replacement units are being offered at heavily subsided rates.

I'd be interested from the people who repeatedly claim that Hotpoint aren't doing their best what they actually think Hotpoint should be doing to improve things, rather than just slate them without any thought as to the scale of this entire thing.

And those engineers would not have jobs if it was not for people purchasing Hotpoint products in the first place that needed repairing, they should be grateful they have jobs.


Hotpoint could offer a better timescale on modifications rather than telling people it will be the end of January, then when you click and check the email link again, it has changed to the end of February. This is not acceptable customer services, especially when people trying to phone them can't get a straight answer out of them. But as I said, they are quick at calling to flog warranties!

KellyKoo

Poppie68 wrote: »

I'm sure it's annoying for some, I personally don't care because I never realised that there was a problem in the first place and continued using my dryer without incident after.

I think new units were suggested by Indesit when it all came out, but it was most probably a knee-jerk reaction on their behalf before they realised the extent of the dryers affected. The guard they are fitting is obviously a cheaper alternative to exchanging a unit when it fixes the problem.

Maybe the difference in solutions is a regional issue, more engineers available for fixes than in other areas...Who knows?

It was Whirlpool who started the like for like replacement, being an American company they didn't want the hassle of legal cases being started against them.

KellyKoo

AJXX wrote: »

This hits the nail on the head. I've worked in call centres myself and it's bloody awful. I can't begin to imagine what Hotpoints customer care advisors are having to deal with at the moment; but I suspect most of them are absolutely sick of their lives and dealing with abusive, demanding and outright unreasonable people one after the other it's no doubt they're giving "attitude" - I suspect a good chunk of them have probably quit and/or walked out so they're also understaffed hence wait times to get through.

If you work in a call centre you should be thick skinned to take crap off people, it is par and parcel of the job of working in that kind of environment. And yes, I've done that job for several large retailers, and no, no-one likes taking abuse from customers, but you are paid to do it.

KellyKoo

Poppie68 wrote: »

Try FB it worked wonders for me and means you don't have to be waiting in a queue for an agent to become available.

Why does everyone assume 'normal' people have Facebook / Twitter. Is that really what the world has become, having to do business and make complaints via the likes of crappy FB and Twitter.

glentoran99

Poppie68 wrote: »

I'm sure it's annoying for some, I personally don't care because I never realised that there was a problem in the first place and continued using my dryer without incident after.

I think new units were suggested by Indesit when it all came out, but it was most probably a knee-jerk reaction on their behalf before they realised the extent of the dryers affected. The guard they are fitting is obviously a cheaper alternative to exchanging a unit when it fixes the problem.

Maybe the difference in solutions is a regional issue, more engineers available for fixes than in other areas...Who knows?

Dunno the reason, I refused a repair (after it was booked) and they didn't hesitate and gave me a replacement, the new dryer is like for like but its 200% better dries the clothes so much quicker for some reason

KellyKoo

glentoran99 wrote: »

Dunno the reason, I refused a repair (after it was booked) and they didn't hesitate and gave me a replacement, the new dryer is like for like but its 200% better dries the clothes so much quicker for some reason

Same here, stood my ground and got a replacement. Was not abusive, did not have to resort to using FB or Twitter, just good old fashioned letter in the post.

KellyKoo

May I suggest to everyone who is unhappy with the waiting time, you write a letter and send it recorded delivery, and state your reasons why you want a replacement. Perhaps put in the letter about that 'burning' smell you get every time you use your dryer... it should makes things a little quicker.

AG1979

Today is the first time I have contacted hotpoint other than to register my details on the website in December so I don't see how that makes me a serial complainer.

When I ring the number on the indesit website and it tells me to press option 1 to discuss your appliance recall so you press 1 and the line goes dead
So you ring back and try option 2 for an existing repair and that option goes nowhere.
So I end up ringing hotpoint directly and you get the run around off them and when you do eventually get through to someone they really couldn't care less you get told July for repair or £99.
Well no I'm sorry my manufacturers warranty covers breakdown or manufacturing defects I think the risk of it spontaneously combusting is a manufacturing defect and I expect that product replaced under warranty if it cannot be repaired within a reasonable time not to be told you'll have to wait until the product is nearly 2 years old before we can get round to fixing it.