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

brewerdave

Post directed at Zandoni and AJXX -Can you PLEASE take your "discussions" elsewhere?? The genuine posts re the recall/repairs are getting buried in pages of your to and fros:)

lstar337

Still waiting for my email to purchase a reduced price replacement.

J_B

Faith177 wrote: »

I am trying to get my machine sorted it's over 3 years old but I wasn't given the option to purchase a new machine I was told by someone on the number in this article to call 0344 8224 224 but it's constantly engage can anyone else point me in the right direction?

http://www.hotpoint.co.uk/

Near the bottom under 'help' - contact

Scroll down to 'why are you contacting us' and select 'tumble drier safety campaign'

Fill it all in and press 'submit'

J_B

brewerdave wrote: »

Post directed at Zandoni and AJXX -Can you PLEASE take your "discussions" elsewhere?? The genuine posts re the recall/repairs are getting buried in pages of your to and fros:)

Post directed at Zandoni and AJXX -Can you PLEASE take your "discussions" elsewhere?? The genuine posts re the recall/repairs are getting buried in pages of your to and fros

:mad:

LiGhTfasT

Had a call yesterday offering a free replacement 7kg condensor, didnt get the model number though. Thats after filling out the indesit contact form on their website.

Rotti

I have been arguing with AO/Indesit/Hotpoint for weeks now as my machine was only 3 months old when we were notified of the fault. Ironically I bought it to replace a working 12 year old Servis in case it let me down! A lot of research went into the purchase and I chose it because it was simple to use and B rated where most are C. Three months later and we had no appointment to fix it. Called AO and they were refusing to do anything and confirmed in writing that they would do nothing as Trading Standards are happy that the repair programme is satisfactory. So any request for replacement was refused outright. I asked them to expand on “unattended” and does it include going down the garden and they said I would have to ask Whirlpool. I called Whirlpool and they were adamant that they will not replace machines even for the elderly and infirm but I gave them what for especially when they confirmed that technically going upstairs or out into the garden is “leaving it unattended”. Of course they referred me back to AO! I told them I was frightened to use it and worried that my insurance would be void if I did have a fire and had knowingly continued to use it. I pinned them down to an appointment for an engineer to call the following Monday between 10 and 6 so at least I got something out of them.

I’d had a problem when I purchased my dryer having first bought a condenser dryer and after one use wanted to reject it as it took 6 hours to dry one load of washing. I wanted it replaced with a vented dryer and sent an email to John Roberts the CEO of AO (the website where you find the emails of all the CEOs is my favourite website!) when their customer services were so awful to deal with. He sorted it out at the time and replaced it so I wrote to him again when last Monday’s long-awaited modification appointment was cancelled and copied it to the CEO of Whirlpool who has as yet never responded. I had a call from AO the same night to say they would escalate it with Indesit then another call the next day assuring me it would be sorted. They called again the following day to make sure Indesit had contacted me – they hadn’t so they called them again. I got a call from Hotpoint CS not long afterwards to say they would be replacing my machine with a brand new identical but new spec (safe) model and as an apology they would also be sending me a £30 Sainsburys gift card. I had another call later to arrange delivery and installation yesterday (30th). The tumble dryer was delivered and installed and the gift card also arrived yesterday so I can finally draw a line under it. I think that is what’s called a result! You shouldn’t have to go to the top to get results but it shows yet again that the messy stuff falls faster downhill and you get satisfaction. :beer:

JG1971

I posted this on the previous thread which is now closed, but if you are on twitter (it's easy to register if you're not) then just send a tweet to @HotpointSupport and they WILL reply within a couple of days.
They have been excellent with me and arranged delivery of a free replacement dryer without any messing.

ArmElec

We purchased our Indesit dryer back in November 2015 from Tesco Direct. Upon realising it was one of the affected models we submitted a request for the repair in early February. To this day I have not had any reply to that request, all I have heard and read leads me to believe the repair would not be undertaken for many months.
I decided this was simply not acceptable and after checking on the MSE website for our rights I contacted Indesit and Tesco requesting either a full refund or an exchange free of charge.
Well I am pleased to say that today I have received confirmation that our exchange is booked in for next week and the faulty appliance will then be taken away.
Hotpoint (Indesit) customer service has been appalling if not non existent. Tesco Direct on the other hand have been fabulous and have basically taken over the arrangements and dealt with Indesit direct, keeping us fully informed along the way.
To anyone else struggling to get a refund/replacement for a machine that is less than 12 months old I would strongly advise that you aaproach the retailer that you purchased it from.
Hats off to Tesco on this one!

AJXX

ArmElec wrote: »

We purchased our Indesit dryer back in November 2015 from Tesco Direct. Upon realising it was one of the affected models we submitted a request for the repair in early February. To this day I have not had any reply to that request, all I have heard and read leads me to believe the repair would not be undertaken for many months.

FYI on this particular point, not that it makes much difference to you now; but the email after you initially register does quote something like 10 weeks before you'll get an update. Depending on when you registered it's likely only been 6-8 weeks - so they're still within the allotted time frame.

Rotti

AJXX wrote: »

FYI on this particular point, not that it makes much difference to you now; but the email after you initially register does quote something like 10 weeks before you'll get an update. Depending on when you registered it's likely only been 6-8 weeks - so they're still within the allotted time frame.

Which is totally unacceptable given the possible risk involved in using something purchased in good faith and not even a year old. Nobody should be expected to have their consumer rights trounced because of a repair programme that is proving to be a complete shambles and in the case of newer machines still under warranty a replacement should be a no brainer.