Hotpoint urgent tumble dryer recall

AJXX

LLDRE wrote: »

I have been following this thread for a while and wanted to share my experience.

We registered our machine as faulty on 23rd November 2015 and were sent the standard '5 week' email. I decided that I would not use my dryer until the repair had been carried out. This was my personal preference. We live in a rented house, where there isn't room in our kitchen for a dryer. We opted to buy a condenser unit in 2011 and it lives behind our living room door. For me the risk of fire, no matter how small, in a room full of very combustible soft furnishings was too great. I don't want to risk our home but this property is also our landlords pension. Yes both him and us are insured, but that wouldn't take away the nightmare we would all have if our machine were to cause a fire.

My husband and I have four small children and very busy jobs, so of course we have been inconvenienced. I have had to do our washing on a priority basis and take advantage of any dry and/or windy weather. I would like to state again, that this was my choice.

I received an email on the 7th February informing me that my repair would likely be carried in June, or a I could pay towards a replacement. We opted to pay £99 for the replacement. This was more convenient to us and to be honest replacing an almost 5 year old machine, with a completely new and superior model, for £99 is a fantastic offer. The delivery time is almost two weeks but includes fitting of the new machine and removal of the old one. I am perfectly happy with this.

I personally feel that the recall is being handled in the best way that whirlpool can offer. I cannot imagine the pressure that their staff are currently feeling. I have read so much on this thread about the call centre staff. I have never worked in such an environment but whenever I have had to deal with them, I have never been anything except patient and polite. The person on the other end of that phone is the cause of this issue.

You are not automatically entitled to a brand new, free machine. I'm sure that you all have either a washing line or radiators. Yes, you will have to make more of an effort to dry your washing this way. It really isn't as bad as losing your home or your life, nor is paying out £59 or £99 for a new unit.

This right here is probably the most practical, reasonable and overall most sensible post I've read so far on this entire thread.

Well done you for being able to post such a neutral review of the situation and give your thoughts without having to resort to the usual dramatised rubbish people tend to post on here.

AJXX

Once again ITV this morning having another pop at Hotpoint.

I find it hilarious that they're slating wait times to get through to Hotpoint - yet insist on 15-20 min bashing sessions every 2-3 days - surely they realise that continually publicising this (without adding any new or informative information) is simply causing further delays on the phone lines.

Nessun_Dorma

AJXX wrote: »

Once again ITV this morning having another pop at Hotpoint.

I find it hilarious that they're slating wait times to get through to Hotpoint - yet insist on 15-20 min bashing sessions every 2-3 days - surely they realise that continually publicising this (without adding any new or informative information) is simply causing further delays on the phone lines.

I have recently had the misfortune of the misery of the Hotpoint call centre.

Three of the numbers on their website do not work, they don't advertise an alternative geographical number and when I finally obtained an unlisted contact number, after twelve (yes, twelve) options, there was a ninety minute wait until they answered. I don't watch "This Morning," but if they have taken the time to highlight this atrocious attitude to customers, all power to them.

speaktomaz

Surely the company should use their heads. What I would like to see happen is this: It's obviously costing them money to send out engineers. I am not going to feel safe using my machine even if they do the modification (too many stories of them still catching fire). So why not give us a certain amount of money, obviously this would have to relate to how long we've had our machines. I don't know about anyone else but I have heard about one consumer having received a new machine and guess what, it started smelling of burning after just a few uses, so I certainly won't ever buy any of these brands again. I want a contribution towards a new one of my choice, not theirs. I would then happily sign a disclaimer and get rid of the old machine.

beefturnmail

speaktomaz wrote: »

Surely the company should use their heads. What I would like to see happen is this: It's obviously costing them money to send out engineers. I am not going to feel safe using my machine even if they do the modification (too many stories of them still catching fire). So why not give us a certain amount of money, obviously this would have to relate to how long we've had our machines. I don't know about anyone else but I have heard about one consumer having received a new machine and guess what, it started smelling of burning after just a few uses, so I certainly won't ever buy any of these brands again. I want a contribution towards a new one of my choice, not theirs. I would then happily sign a disclaimer and get rid of the old machine.

Completely. And also perhaps provide more details about exactly how 'rare' these fires are whether particular models are more at risk than any other, so we can make a proper informed decision about whether we are willing to wait for a repair. People who argue along the lines of 'no risk is acceptable given the consequences of a fire - therefore I'm just going to get a new one' miss the point that you can never entirely eliminate the risk of fire from a tumble drier (or indeed any other electrical appliance). I am going to remove the back panel on mine tonight, hoover it out and see how much lint is on the element.

GrotBags_2

I had Hotpoint out today to my washing machine which I discovered was a recalled model last week. Thankfully on checking it seemed my model was not affected.


However, I do have a Tumble Dryer which I am waiting to be replaced, I have refused a modification, not prepared to take the risk. I was taking to the Hotpoint Engineer today and he told me it was Whirlpool who approached Trading Standards last year because of the fires, and it was then the recall was prompted. He also told me on vented dryers, the fluff builds up inside the vented hose, and this should be frequently cleaned by the owner. He also said it didn't matter if the main filter was cleaned regularly or not, the fluff was escaping into the machine components, and this was were the main fire risk was, doesn't matter if you de-fluff daily, after every use or once every month, they are still a fire risk, all comes down to a bad design fault.


I've not used mine since I heard about the recall / modification and I've given up waiting on a modification, I've now given them 21 days to replace it, if not I am starting court action. I spoke to my insurer in November and they said my policy would NOT cover a fire if I used a Tumble Dryer which was part of a recall / modification programme, the onus would be on Hotpoint to carry out repair costs etc. to my home / contents etc. if I had a fire.


Called me worried, but I've had a house fire before 15 years and I am extra caution since that moment in my life, and there was no chance I was taking the risk, even if the risk is small. I wouldn't wish a house fire on anyone.


I think This Morning are in the right to give this so much publicity as they can. Shame on Hotpoint for only doing a recall / modification programme after 100's of fires, and only because Whirlpool the big shot yanks told them to!

CafeGirl90

Asking anyone who has had the repair completed: Is the machine any deeper as a result or does it still fit back into the original space?

Reading the information about what is done in the repair (new back panel and strengthening bars etc) I wonder if it will still fit. (The replacement model offered is too deep to fit.)

Thanks!

beefturnmail

I took the back off mine earlier on and hoovered it out. There was some fluff in the housing where the element is, but not a huge amount. There was though quite a lot of fluff backed up in the vent hose. Where is the information about what is done in the repair?

Tinman

http://www.mirror.co.uk/news/uk-news/faulty-tumble-dryers-can-burst-7377569

wealdroam

GrotBags wrote: »

I've now given them 21 days to replace it, if not I am starting court action.

Let me help you with that.

You need to take out the court action against whoever sold the thing to you, otherwise your action is doomed to failure.

Did you buy direct from Whirlpool or their predecessor?