Hotpoint urgent tumble dryer recall

IRTM

Hotpoint seem to be changing how they're dealing with their customers - some are getting new, replacement tumble dryers FREE of charge, even though their own machines are more than a year old and even up to seven(!) whilst others are being charged between £59 to £99 for a replacement. Having spoken to the Hotpoint call centre the supervisor I talked to wasn't able to offer an explanation beyond 'it depends which call centre to you get through to - if it's Newcastle (upon Tyne) then you may get a replacement free of charge' - thus if the call centre staff member has a geordie accent your luck may be in!? This seems to be grossly unfair especially for those of us who've had to pay for a replacement when others have not and it makes it appear the replacement process is something of a lottery. Can someone post how they got a FREE replacement machine when their machine has been over a year old (mine's 15 months) and perhaps Hotpoint could explain in detail why their customers are not being treated the same?

Becks_in_Debt

My parents tumblr dryer is less than a year old and was one that had been recalled. They spoke to the call centre a couple of weeks ago and are currently awaiting a appointment for an engineer to go to their property to make some changes to it. I've told them to ask for their money back in full as it's less than a year old and why should they repair the one they have when they have such serious problems with them. They are now left with machine that they don't even dare turn on to use

wealdroam

Becks_in_Debt wrote: »

My parents tumblr dryer is less than a year old and was one that had been recalled. They spoke to the call centre a couple of weeks ago and are currently awaiting a appointment for an engineer to go to their property to make some changes to it. I've told them to ask for their money back in full as it's less than a year old and why should they repair the one they have when they have such serious problems with them. They are now left with machine that they don't even dare turn on to use

Why do you feel your parents are entitled to a full refund of the purchase price?
They have had the use of a machine for several months. Do you think they should have that use for nothing?

Anyway, did your parents buy their machine direct from Hotpoint/ Whirlpool?
If not, then any refund should come from whoever sold the thing to them.

"such serious problems"?
Oh yes, the problem is serious there is no doubt about that, but even serious problems can be resolved by a simple fix.
Do you have anything to indicate that the repairs do not fix the problem?

Zandoni

wealdroam wrote: »

Why do you feel your parents are entitled to a full refund of the purchase price?
They have had the use of a machine for several months. Do you think they should have that use for nothing?

They were knowingly sold a defective machine so I believe they deserve the use for nothing

wealdroam

Zandoni wrote: »

They were knowingly sold a defective machine so I believe they deserve the use for nothing

Well that's certainly a valid opinion... just as mine is.

All Becks in Debt's parents need to do is convince their seller - or Hotpoint/Whirlpool if they want - of that.

Who did this selling?
We have yet to be told whether Hotpoint/Whirlpool sold the thing to them.

If they bought the thing elsewhere, can we be sure that the seller 'knowingly sold a defective machine'?

Zandoni

wealdroam wrote: »

Well that's certainly a valid opinion... just as mine is.

All Becks in Debt's parents need to do is convince their seller - or Hotpoint/Whirlpool if they want - of that.

Who did this selling?
We have yet to be told whether Hotpoint/Whirlpool sold the thing to them.

If they bought the thing elsewhere, can we be sure that the seller 'knowingly sold a defective machine'?

It's worth a try and they certainly need to mention the fact that they churned them out without care for 11 years.

AJXX

Zandoni wrote: »

They were knowingly sold a defective machine so I believe they deserve the use for nothing

Zandoni wrote: »

It's worth a try and they certainly need to mention the fact that they churned them out without care for 11 years.

This statement is very boring now. You act like Hotpoint pumped these machines out like some sort of crazed evil corporation bent on burning peoples houses down.

I assume it has dried clothes perfectly fine for however long they've had it without any issues up until now - therefore why should they have free use of the machine? By your logic people with 7 year old machines should be entitle to refund which is just ridiculous.

wealdroam raises some perfectly reasonable questions

IRTM wrote: »

Hotpoint seem to be changing how they're dealing with their customers - some are getting new, replacement tumble dryers FREE of charge, even though their own machines are more than a year old and even up to seven(!) whilst others are being charged between £59 to £99 for a replacement. This seems to be grossly unfair especially for those of us who've had to pay for a replacement when others have not and it makes it appear the replacement process is something of a lottery. Can someone post how they got a FREE replacement machine when their machine has been over a year old (mine's 15 months) and perhaps Hotpoint could explain in detail why their customers are not being treated the same?

Seriously, can we get some sort of poll running here? There are more people asking how to get free machines than people who have actually gotten free machines in the first place.

The "free" machines have been explained already on this thread as being either too old to repair or been given as a gesture due to complaint etc...

Remember that the replacement is an optional choice to the repair - it's not as if you're being forced into it.

Zandoni

AJXX wrote: »

This statement is very boring now. You act like Hotpoint pumped these machines out like some sort of crazed evil corporation bent on burning peoples houses down.

They were fully aware for many years that their machines had more chance of catching fire than other makes and they did continue to churn them out. That is a fact, so it's a shame you consider that boring.

AJXX

Zandoni wrote: »

They were fully aware for many years that their machines had more chance of catching fire than other makes and they did continue to churn them out. That is a fact, so it's a shame you consider that boring.

I don't see any hard evidence to support it - care to provide?

Even if it is how is it relevant to the rest of us getting our machines repaired/replaced? The seller in most cases likely isn't going to be Hotpoint directly so aren't going to care if you whinge that Hotpoint "churned them out without care for 11 years"...

Zandoni

AJXX wrote: »

I don't see any hard evidence to support it - care to provide?

Even if it is how is it relevant to the rest of us getting our machines repaired/replaced?

Well that certainly didn't start catching fire once Whirlpool took over, they would of had many reports from customers over the 11years and they probably weighed up the cost of recall against the chance of getting away with it.

It's relevant because they should do all they can to compensate people for their incompetence.