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

wealdroam

malky39 wrote: »

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?

Why don't you have a read of MSE's Failed Delivery guide?

In there you will find that it is perfectly reasonable to claim for time lost due a service provider's failing.

Whilst that article tends to concentrate on delivery failures, exactly the same principle applies to service engineer visits.

Contessa

I telephoned Indesit today to complain about the long delay in getting the repair carried out my at fire risk dryer.
In November I completed the online form on the safety section of their site. However, I was told that there was no record of my details there.
I wonder how many more people are under the misapprehension that their details have been registered there?

Faith177

I had a phone call last week saying I won't get a repair until March 17 I'm opting to get a new one mine was over 3 years old anyway and bought from Comet so think paying the extra £99 isn't too bad just got to decide which one to get now

Out of the ones on offer at £99 does anyone have any opinions on which is the better model I need a condenser one as before

Flat_Eric

Faith177 wrote: »

I had a phone call last week saying I won't get a repair until March 17 I'm opting to get a new one mine was over 3 years old anyway and bought from Comet so think paying the extra £99 isn't too bad just got to decide which one to get now

Out of the ones on offer at £99 does anyone have any opinions on which is the better model I need a condenser one as before

When did you register that your original machine needed fixing? We did this in November but having checked the email link for when an engineer will be visiting, it's jumped now to May next year.

Faith177

Flat_Eric wrote: »

When did you register that your original machine needed fixing? We did this in November but having checked the email link for when an engineer will be visiting, it's jumped now to May next year.

I registered in about Feb I think it was might have been March I know it was only recent but I got the phone call last week and they said March 17

d0nna

Faith177 wrote: »

I had a phone call last week saying I won't get a repair until March 17 I'm opting to get a new one mine was over 3 years old anyway and bought from Comet so think paying the extra £99 isn't too bad just got to decide which one to get now

Out of the ones on offer at £99 does anyone have any opinions on which is the better model I need a condenser one as before

I would like to know this as well. I've been given a repair date for May 2017, I registered last November and they finally got in touch with me yesterday. I will probably pay the extra to get a new one but I don't know which condenser to go for. I've heard that people have had problems with the new ones they've received which doesn't give me too much confidence about picking one! So if anyone, who has had a replacement, and is happy with it could let me know, then that would be brilliant.

Spooky_uk

Finally had an email back from them after registering last year. Estimated fix date May 2017.
Options for replacement at reduced price are all white, our dryer is graphite in colour. Phoned customer service who said they couldn't change colour of offered devices. Advised it wasn't good enough and wanted a refund then as both options they were giving me were unsatisfactory. Was told to go to the contact us page on hotpoint website and select complaint. Except complaint isn't an option you can choose anyway :mad:

lincroft1710

Spooky_uk wrote: »

Advised it wasn't good enough and wanted a refund

Unless you bought the appliance direct from the manufacturer you are not entitled to a refund from them

Spooky_uk

OK, I will persevere as the two options they are giving (12 month wait for fix or a white replacement when all our other devices are graphite). Not unreasonable if you apply common sense. And not beyond the realms of possibility - here the article on MSE in case you need a reminder of course. DO please read carefully

http://www.moneysavingexpert.com/news/shopping/2016/03/hotpoint-customers-face-wait-until-2017-for-tumble-dryer-repair

lincroft1710

Interesting article, but in law your contract is with the retailer not the manufacturer, so you cannot demand (as opposed to ask for) a refund from the manufacturer. And if you ask for a refund from the retailer they are entitled to deduct for the amount of time you have had the product.

I have given up trying to attribute any logic to the working of HIW's repair/replacement policy. Registered a 7 yr old Indesit back in November 2015 and received brand new Whirlpool replacement free of charge in January 2016. Only problem being that OH has decided she preferred our old Indesit!