Best way to handle this?

burnleymik

Ok,

we purchased a washing machine around 5 months ago (September) from AO. Unfortunately it stopped working last week and we got an error code F03. After some googling it seems like quite a common thing on Hotpoint washing machines.

We contacted AO, who put us onto Hotpoint. Hotpoint sent an Engineer out to us on Tuesday, so my partner booked off some time from work. He came and didn't have the right parts and so had to order them and were informed another engineer will be with us on Thursday.

So, this time I took the morning off work and the Engineer came this morning. He fitted the new part, but couldn't get the machine working, which he finally came to the conclusion that it wasn't the correct part for our machine and so he would have to order another part.

As you can imagine I was slightly annoyed by this point. I asked if they could sort it on the weekend as we couldn't keep taking time off work for this, but apparently they do not work weekends.

He wouldn't even give me a timeframe as to when the next engineer could be expected.

Annoyed, I just rang AO, who insisted this was an issue I would have to deal with through Hotpoint (Am I right to believe this should be covered by AO, as the machine is less than 6 months old?)

Anyways I did just speak with Hotpoint and they are telling me the part can take between 7-10 days to arrive and then they can organise an engineer visit.

I pushed them harder to try and fix it sooner, but the customer service advisor would not budge. I tried explaining we have already not had a washing machine for a week and now we are expected not to have it for another 2 weeks maybe?

I am just not sure if there is anymore I can do. I am really dissapointed. Can I just ask AO to replace the machine? Can I claim back the costs of having to use a launderette whilst the machine is out of action?

Very annoyed right now and appreciate any help.

Exile_geordie

This should be covered by AO who should be dealing with all of this though not sure about the replacement as they are fixing it for you its just being a faff with mix ups along the way

powerful_Rogue

All AO would do it contact Hotpoint on your behalf. As such by contacting them direct as advised by AO you are cutting out the middle man and speeding the process up.

AO don't have to offer you a replacement, they are fulfilling thier obligations by getting the machine repaired.

If Hotpoint dont have the part in stock, I cant see how you can make them go any faster.

When I had a similar situation years ago, I used family,the launderette and my hands whilst waiting for a repair.

burnleymik

powerful_Rogue wrote: »

All AO would do it contact Hotpoint on your behalf. As such by contacting them direct as advised by AO you are cutting out the middle man and speeding the process up.

AO don't have to offer you a replacement, they are fulfilling thier obligations by getting the machine repaired.

If Hotpoint dont have the part in stock, I cant see how you can make them go any faster.

When I had a similar situation years ago, I used family,the launderette and my hands whilst waiting for a repair.

The incompetence is the annoying thing. Also, AO are not getting the machine repaired, they are hiding behind the manufacturers' guarantee.

I'll just take it as a lesson learned to avoid Hotpoint in future.