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

SliceYou

Hotpoint are disgusting. The replacement dryer, so we didn't have towait many more months for them to modify the potentially dangerous one that was on the recall list has broken down conveniently two days after the 28 day window for getting our money back. The engineer took ages to come out, had to cheek to use MY landline to call his sodding office who waited around before calling back to tell him that nothing he brought would fix the dryer and that it needed a new motor which he does not carry. One would be sent within a week, and another appointment set up, but the day the engineer was supposed to show up, they call to say there's no part in their warehouse and it would have to be ordered in. Needless to say this hasn't happened, and we get nowhetre phoning up their so-called customer services number. Is it unreasonable to expecty a replacement product to work BEYOND 28 days when the original one had been working fine for almost a decade, despite that one LITTLE niggle about it being a sodding fire risk. And how long it would take to make it safe, then to fob us of with a poor quality piece of trash machine instead, and now not even take responsibility for it. Hotpoint are a disgusting, horrible, slipshod, highly inept company.

Our booking reference number is 1503133740 for this latest appointment on the 25/05/16 that never went ahead because on the day just before, the wretched company phoned us to say the part needed was not in their warehouse and would have to be ordered in (another lie) and no date at all when this would be (of course). The serial no. of dryer is: TDWSF83BEPUK. Getting them to do the decent thing and take responsibility for their foul-ups is no more likelier than solving world hunger in a week.

SliceYou

Hate the fact this sodding company can do this and make you feel completely lost and that it's your fault, yet they're the jerks palming out unsafe machines and then making us wait for a modification to make it safe, yet happily forcing a substandard dryer on us we ALSO have to pay for, and then when it goes bust immediately (but typically just AFTER the 28 day refund window), they then CAN'T repair it when they FINALLY came out, USE our landline to make a call to the office and hang on to wait for her to get back to say the part needed HE does not have and it'll have to be ordered, which is of course will come any time within the next 3 months probably EARLIEST! and now leave us with the certainty we probably should have hung on for the August modification date, which was still a cheek anyway! This is THEIR failing, not ours. Electrical things are dangerous, obviously, but if used safely and correctly, are generally fine for the majority, but that does not let a company offf the hook for selling dangerous goods they'lll wait ages to make safe, and then give out cast-offs as a quick-fix (and even quickewr to break down) as an expensive consolation prize you then spend hours on the phone, ratcheting up the bill to try and sort it out, which in the end, isn't as they are the most devious, despicable and dangerous dodge merchants around.

palman

I just rang hotpoint and the guy Ezra said no way can he bring the date forward for a repair from September.
I did explain I wanted a repair as I bought the washer and dryer as a pair, and a replacement wouldn't match. Also I do notice on newer models they do not have any time delayed washes, has to be 3 6 and 9 hours. I am limited also by I want a left hand opening door, due to the position in my kitchen. seems the only model TVHM80CP doesn't even have the timer option anyway.
whats even more scary is I looked on the amazon site and this model 2 people have said is also bad, there reviews dated april 2016 thus giving the dryer a 1 star rating

millysg1

Don't assume the date they tell you is correct either. They told me April 2016 for repair and I still haven't heard anything.

thecoffeehouse204

Hoping someone has some tips on what our next course of action should be. We had one of the faulty driers only purchased in July 2015, Hotpoint very kindly agreed to replace it with a brand new one after waiting over 4 months for the repair. This was delivered on 26th April. On using it last night it filled the house with an awful burning plastic smell after only 15 mins of being turned on and when they removed the clothes they were so hot you couldn't bear to touch them and they were almost dry even after such as short time. Obviously have unplugged it now and are not planning to use it again but wondering where to go from here. Assuming if I contact them for repair we will have a very long wait and we've also lost all faith in hotpoint products as in less than a year we've had one machine that was a potential fire risk and one that would have caused a fire if we hadn't been paying attention!

My husband is furious and thinks we should demand a full refund but I think we'd get further by being more reasonable and deducting an amount for the 11 months use we had out of two faulty machines, or are we unlikely to get that and the best we can hope for is repair or another replacement?

wealdroam

thecoffeehouse204 wrote: »

Hoping someone has some tips on what our next course of action should be. We had one of the faulty driers only purchased in July 2015, Hotpoint very kindly agreed to replace it with a brand new one after waiting over 4 months for the repair. This was delivered on 26th April. On using it last night it filled the house with an awful burning plastic smell after only 15 mins of being turned on and when they removed the clothes they were so hot you couldn't bear to touch them and they were almost dry even after such as short time. Obviously have unplugged it now and are not planning to use it again but wondering where to go from here. Assuming if I contact them for repair we will have a very long wait and we've also lost all faith in hotpoint products as in less than a year we've had one machine that was a potential fire risk and one that would have caused a fire if we hadn't been paying attention!

My husband is furious and thinks we should demand a full refund but I think we'd get further by being more reasonable and deducting an amount for the 11 months use we had out of two faulty machines, or are we unlikely to get that and the best we can hope for is repair or another replacement?

You clearly need to report the issue to Hotpoint.
Your assumption that you will wait a long time for a repair may well be wrong.

Ask your husband who he would seek a full refund from?
Was the original dryer purchased direct from Hotpoint?
You could try asking for a refund from whoever sold you the first dryer, but I am not too sure that they have any responsibility for the faulty replacement machine.

frustratedmum1

I'm so frustrated with this tumble dryer - please help

unholyangel

frustratedmum1 wrote: »

I'm so frustrated with this tumble dryer - please help

Can you provide a bit of background info? Have you been scheduled for a repair or offered a replacement?

frustratedmum1

Yes, thanks for listening to me - hotpoint arent
Had email in January 2016, waited for repair date which is October 2016
I complained then and requeted replacement and said i thought it was unfair to have to pay for replacement and would like free replacement at it was faulty, even whilst in the shop - never had a response to this. I complained again May and still not hear so rang today only to be told add comment to unhappy with service tab and complaints can't be handled over the phone - i had to ring back as there is no such tab. I spoke to same man Josh Bennett who said he didn't know it had been removed, again poor service, so I have emailed again, the 3rd complaint. The machine has broken twice, the belt has come off again and haven;t used the damn machine for 2 weeks and have to get this to shop for fixing again. They keep repeating it is not faulty, parent US american company have higher standards and want to upgrade them, I advised scared of fire and he said its not faulty. Standoff situation. Jane Grrrrrr

unholyangel

frustratedmum1 wrote: »

Yes, thanks for listening to me - hotpoint arent
Had email in January 2016, waited for repair date which is October 2016
I complained then and requeted replacement and said i thought it was unfair to have to pay for replacement and would like free replacement at it was faulty, even whilst in the shop - never had a response to this. I complained again May and still not hear so rang today only to be told add comment to unhappy with service tab and complaints can't be handled over the phone - i had to ring back as there is no such tab. I spoke to same man Josh Bennett who said he didn't know it had been removed, again poor service, so I have emailed again, the 3rd complaint. The machine has broken twice, the belt has come off again and haven;t used the damn machine for 2 weeks and have to get this to shop for fixing again. They keep repeating it is not faulty, parent US american company have higher standards and want to upgrade them, I advised scared of fire and he said its not faulty. Standoff situation. Jane Grrrrrr

OKay, when and where did you buy your appliance? Are you still under warranty or has it already expired?

What exactly are the problems with the machine? I initially thought it was just the increased fire risk but from what you've written above, you're having additional problems with it also?