MSE News: Hotpoint tumble dryer help: 3 extra tricks to get you a refund

System

Zandoni wrote: »

I'd have far more sympathy if it was a shorter period of time.

Pray tell me how do you get a shorter period. Employing extra unqualified engineers isn't the answer. (They are probably employing all the spare engineers that were about already)
Swapping all the machines? Logistics it's impossible

The problem with the something must be done brigade is that they never come up with a viable something that needs to be done.

Zandoni

!!!!!! wrote: »

Pray tell me how do you get a shorter period. Employing extra unqualified engineers isn't the answer. (They are probably employing all the spare engineers that were about already)
Swapping all the machines? Logistics it's impossible

The problem with the something must be done brigade is that they never come up with a viable something that needs to be done.

A shorter period of time before they started the repair programme, not 11 years.

System

Hubby had an email during the week with a link to the Hotpoint website. They offered a repair on the one we have but had to wait till August for an engineer to come out or offered us a replacement vented dryer for £59 or condenser drier for £99. Unfortunately the picture of the dryer i am having isnt very good so i dont know what model i will be having but a basic model will do me fine.

After hubby made a phone call this morning, its been arranged that my new dryer will be delivered on the 12th April and the old one will be collected at the same time.

Fire risk or no fire risk. My previous Hotpoint tumble dryer did catch fire. Fortunately hubby was at home at the time and we managed to get it outside..... Well he did, i just had to open the doors.:D

J_B

J_B wrote: »

Will let you know how we get on .........

We did a bit of googling and thinking - we have a vented sensor drier with alarm - we are not sure if the condenser, sensor did have an alarm.
We found a few brand new for circa £200, so decided to go for the modification rather than spend £100 on something that wasn't quite what we wanted
They phoned back and the visit was arranged for just over two weeks time!

brewerdave

Finally had the follow up email this p.m re our 9 year old Creda dryer -11 weeks since registering-appointment for repair in November or the discounted replacement - as the dryer will have its 10th birthday before November:rotfl: we have decided to go for the £59 replacement:)

As an aside, this dryer was originally given to my daughter as a housewarming present by her mother in law:rotfl:

bouncydog1

BrentMeister wrote: »

Why would someone want to get rid of all their hotpoint appliances which I presume are working well, just because of the customer service they received?

Why? Quite simply because I believe that customer service is important and Hotpoint demonstrated quite clearly to me during 4 calls that they don't give a stuff, even though my machine was only 6 months old. I'd already paid for it so no way was I paying again. As a consumer I can vote with my feet and have chosen to do so. Anyway somebody else will gain as it will all be going on free cycle!

AJXX

bouncydog1 wrote: »

Why? Quite simply because I believe that customer service is important and Hotpoint demonstrated quite clearly to me during 4 calls that they don't give a stuff, even though my machine was only 6 months old. I'd already paid for it so no way was I paying again. As a consumer I can vote with my feet and have chosen to do so. Anyway somebody else will gain as it will all be going on free cycle!

Did you purchase directly from Hotpoint? If not have you spoken to the actual retailer?

How have they "demonstrated they don't give a stuff"? By refusing to bend over backwards and give you a free dryer? or by refusing push you in front of everyone else because you are somehow more important due to your machine being "only 6 months old"?

You need to explain your reasons better - 9 times out of 10 on MSE accusations of bad customer service come down to the customer making unreasonable demands and throwing their teddys out the pram when the company tells them no.

As a consumer you certainly can vote with your feet, but any other company would be exactly the same if this happened to them - they're trying their best but are unable to cope under the influx of calls/complaints and nightmarish people demanding all sorts off them which no doubt slows everything down for the rest of us.

Looking back through posts on previous threads and different sites there are indeed an awful lot of people who have had their repair dates changed and pushed back - I think !!!!!! has hit the nail on the head with this post and I'll wager a fair bet it's because of the "I can't wait that long" brigade pushing in and shoving other people who have been legitimately waiting out of line.

Zandoni wrote: »

A shorter period of time before they started the repair programme, not 11 years.

Again, you're insinuating that they knew about this for 11 years and still haven't provided evidence to suggest this is true, not sure why your peddling this argument all the time unless you know it's true.

Zandoni

AJXX wrote: »

Again, you're insinuating that they knew about this for 11 years and still haven't provided evidence to suggest this is true, not sure why your peddling this argument all the time unless you know it's true.

I will continue to say they knew about it for a long time and again I'll ask you, how long do you think they knew about it?

bouncydog1

Hotpoint call centre staff were rude and totally inconsistent in their response, going so far as to insinuate I was not telling the truth. I have contacted the retailer, been given a full refund and purchased a different brand of machine.

And actually no, I don't expect to be treated any differently to anybody else, just consistently and with respect. Basically the same way as the Company I work for treats its clients - after all they pay our salaries at the end of the day and we wish to retain their custom.

wealdroam

Zandoni wrote: »

I will continue to say they knew about it for a long time and again I'll ask you, how long do you think they knew about it?

I know you weren't asking me, but my guess would be two years.

I stress that that is only a guess... just as valid as your guess.

And I am not going to argue about whose guess is more likely to be right.