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

ahar_2

Previous thread was locked, so thought I would post an update here. Sent them a letter threatening small claims court - seemed to do the trick after a bit of faffing on their side due to their awful processes, have a visit from an engineer booked for next week.

Better than next year or whatever stupid estimate they had given

R6Rider

I registered my machine in November 2015, heard nothing so I began to chase them up and sent an e-mail of complaint, etc, etc. I was eventually told I would get a call to arrange a visit in several months time in May. Then I realised that people were complaining on their Facebook page, so I did the same and guess what? Their "Facebook page monitoring man" arranged for an engineer to complete the repair within a week!! My advice to anyone in this situation is to complain on their Facebook page -- it worked for me.

Flamingdawn

Where did you find the email address ?
I have searched the HOTPOINT website and cannot find email address or postal address.

Flamingdawn

wHERE DID YOU FIND AN EMAIL ADDRESS they must have removed from website I think.

mccodger wrote: »

I received email from Hotpoint advising me that my machine would be modified in August 2016, I did not want to have to wait so checked my receipt to see when I had bought machine, it was April 2015, so telephoned Hotpoint several times with no success at getting a quicker resolution. Looked up their website and emailed customer services and asked could I have a replacement machine without having to pay £59. Couple of days later they phoned me and said new tumble dryer would be delivered within 4 weeks, free of charge, as my faulty machine was less than 12 months old.
I didnt even have to wait 4 weeks, they phoned again the following week and the new machine was delivered the next day. The delivery driver even took away the old machine for me too!

Flamingdawn

can anyone give me the address to write to ? I have looked on all my paperwork, checked websites and have just been into Currys where I bought my machine last November. they say they are not allowed to give addresses only telephone numbers !!!

AJXX wrote: »

Wow extremely good service from B&Q to give you a full refund, despite the machine being over 1 year old - you have essentially had free use of the machine for over 1 year, for which they're allowed to deduct "fair usage", but seem to have chosen not to. Well done B&Q.



Letter in the post - repeat ad nauseum. This seems to be the best way of communicating with them and all the reported results so far have been positive.

Phone calls, social media, don't even bother, far too many people getting hyped up and whinging. I agree Social Media can be useful in certain situations, but when you have well over thousands of people all baying for attention you've got little chance of getting any decent service.

Letter in the post, keep it short and to the point. Do not fill it with complaints, accusations of negligence or moaning about wait times (else you'll become yet another moaner who they don't want to deal with) and this purely wastes everyone's time involved as there is little they can do about it, just keep it short and set out what you want - the results from other forums and members on here have been mostly positive.

J_B

J_B wrote: »

He phoned back - can't fix it. :mad:

He told us to phone Hotpoint to arrange a replacement. I've filled in the on-line contact form, will see if it gets a response.

No phone back so I used 'live chat' to speak to them today - like banging my head against a brick wall :mad:

We are left with an unusable machine (it worked fine before he came) and no offer of a comparable replacement - the final suggestion was to call the 0800 number ... maybe I will try that tomorrow.

Can anyone advise me of a vented / sensor drier with alarm that Hotpoint do, it's not easy to find on their website!

lstar337

ahar wrote: »

Previous thread was locked, so thought I would post an update here. Sent them a letter threatening small claims court - seemed to do the trick

Not sure why you had to go to those lengths. For most, a quick message on FB or through their contact form is enough to get the same result.

lstar337

Flamingdawn wrote: »

can anyone give me the address to write to ? I have looked on all my paperwork, checked websites and have just been into Currys where I bought my machine last November. they say they are not allowed to give addresses only telephone numbers !!!

Just use the contact form on the Hotpoint site and they will phone you back. No need for email.

https://www.hotpoint.co.uk/contact-us/

Where it says "Why are you contacting us today?" Select "Tumble Dryer Modification Campaign" and fill out your details.

Penfrogirl

I bought a £59 replacement as I was concerned about using the faulty tumble dryer - 2 small grandchildren living with us, one of which has special needs leading to a great deal more laundry.
The problem I have is the replacement doesn't work!
I have been contacting Hotpoint since March 12th to complain about new dryer and have asked for a different model. I have phoned, sent a recorded delivery letter and 2 e-mails but no one is responding.
Don't know what to do next. So frustrated. Shame on you Hotpoint!

ricke17

Try the retail ombudsman maybe: https://www.theretailombudsman.org.uk/