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

GNL

GNL wrote: »

As I was fed up with waiting for a repair, I decided to take the 'safer' option and pay £59 for a replacement.
I arrived today and when I switched it on, within seconds there was a burning smell and smoke pouring from it.
Replacement sent straight back and my original 'unsafe' one re-installed.

I am horrified that a so-called 'safe' replacement (model TVFS83CGP) to my reportedly faulty tumble dryer (model TVM560P) was obviously not tested and was released to me in a dangerous unfit state.

Since then, I have tried phoning them again and told not the right department and given another phone number. Again the same story and given another number that is only open weekday office hours!

Another shining example of customer servicer!

Further information:
I had a better experience through #HotpointSupport on Twitter sending private messages, they offered me £30 as a goodwill gesture and passed the information through to the Delivery team who contacted me on Monday morning and another new replacement will be delivered on Friday. (I hope it's been tested by someone other than M Jenkins - see other posts)

happyinbrighton

Mine is tested by M Jenkins maybe its just him that tests the dodgy ones

I phoned today and tweeted/FBed them and finally got a date for repair - they were certainly not budging on give me replacement even after quoting what has been mentioned but theoretically they will have someone with me mid-June to sort it.
I was originally told that they would repair late February but no one turned up, I then asked last month when and they said they couldn't give me a date as I was scheduled for February so as it was past tense the computer wouldn't generate a date????? :mad:
I eventually had to publicly tweet things about them and got call back within 1/2 hour with new date so they obviously can sort it when it suits them but we will see if anyone turns up.

OnTour78

we purchased a dryer nearly 5 years ago: checked August 2015 when the alert was first published and they said ours wasn't affected. Checked again in October 2015 when updated alert came out and lo! we are indeed needing a fix so registered with them in November 2015 - repair date was estimated for December 2016. numerous emails in Jan, Feb, no response, so Weds 4th May I posted on the Hotpoint Facebook site as recommended on the MSE pages. Well, within 10 minutes I had a response, sent the details on a PM and the engineer came out this Monday (9th). Thankyou MSE and Hotpoint for sorting this. (see my post on their FB site 4 May)

JDaish

At least the UK if getting help, I have heard nothing at all from them

jwpetal

I am new to this forum.
We decided to get the £59 replacement. What a mistake. I was perfectly happy with my other dryer. We just thought it would be safer to have a different one. I received my new dryer on 26 April, 2016, broke down on 9.5.16 and repair man is here now. 2 hours later, he cannot repair the machine after replacing all the pads on the machine and is now ordering a new drum. I am so annoyed. I tried to call the helpline number and I keep getting a busy signal. What options do I have now? Any ideas. I want a new machine when this is so bad. The repair man said it has to break 4 times before I get a new one. is this correct? any help appreciated.

70sthrowback

So having waited since 18th January to be contacted and occasionally checking here to see how others were getting on, I found the thread about using the online form. I filled it in today and had 2 missed calls within a few hours. Couldn't answer as I am at work, however when I was able to check the messages both were from Hotpoint, who also advised to contact them on their live chat service.

here - http://www.hotpointservice.co.uk/contact-us-page/

The agent there asked for me details, model / serial number. My contact details and then booked me an engineer to do the modification. Absolutely painless. Why are they not contacting people and advising them to use this service I do not know.

They did offer me a replacement for a cost, but I only bought my dryer at the back end of last year just before the safety notification came out so its only been used 4 times. I will see how it goes anyway.

Kaysie

I had one of the affected machines which I reported in January 2016. I was told the modification would take place in February 2017!! I saw other postings suggesting contacting Hotpoint via their Facebook page. I did this and was given a date for 6 days later!! The engineer has been and carried out the modification now instead of having to wait until February 2017. Hotpoint would not concede to a replacement but at least the modification has been carried out now. I would strongly recommend complaining via Hotpoint's Facebook page as this seems to get a result.

argy61

Unable to click on chosen replacement and order. Called Hotpoint line and was told the model you have chosen is out of stock. Asked if possible to leave order for when it comes available. Told to keep trying daily and order when comes available. Useful!

lstar337

Tumble dryer firm Whirlpool accused of multiple failings

Whirlpool, the firm behind the faulty tumble dryers involved in a series of fires, has been accused of "multiple failings" by the consumer group Which?
It said the US company is withholding information from customers, and making them wait too long for repairs.

http://www.bbc.co.uk/news/business-36340478

malky39

Well after 7 months waiting, after registering my dryer on the indesit web site and posting on there facebook, i had an engineer visit on 18/05/16 great my dryer will be safer now. Not so the dryer is now unuesable due to it tripping my fuse box as soon as you turn it on. After various calls and getting passed from person to person i eventually get another engineer booked through there facebook page. But it is not until 9 days later, so the dryer that was working fine is now not and i am without it and have to take more time off work. All indesit could do was say sorry and give me an email address to complain to which i should get a reply within 7 days. Does anyone have an alternative route or number i can call to get my complained delt with?