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

wealdroam

purplepixie wrote: »

Sorry admins, I posted this also under consumer rights also so may need to be removed from there. I am not sure what to do about dryer that is less than 12 months old?

Bought Hotpoint tumble dryer from co-op in August last year. It is a 2015 model and turned out was one of the faulty models. I reported this on the Hotpoint site in February this year. Received email saying somebody would be in contact within 8 weeks to arrange repair visit. I was never contacted back.

Contacted Hotpoint customer service line, was told that engineer was due to come out in September 2017!

Contacted co-op by phone who I bought the dryer from as is less than 12 months old who said it was safe to use and that they had a statement from Hotpoint in February that customers should go through Hotpoint direct.

This seems unacceptable to me when product was only 6 months old when I reported it to Hotpoint. It is still under it's 12 months manufacturer warranty as it stands and would have thought that surely Hotpoint had some duty to help before September 2017 on this?

Is your machine still working?
If so, what do you want Coop/Whirlpool to do?

The answer to your question has already been covered in this thread.

purplepixie

wealdroam wrote: »

Is your machine still working?
If so, what do you want Coop/Whirlpool to do?

The answer to your question has already been covered in this thread.

Would you be happy to use and wait until September 2017 for a repair on a new dryer that is still under warranty (was also purchased before the Sale of Goods Act ended) ? Which advise not to use affected driers until repaired and when even trading standards have concerns.

I have followed the process with Co-op asking for refund/replacement and Hotpoint and it seems the outcome isn't that great.

My point of my post isn't to rant, just hoped someone could come up with constructive advice on how to proceed to get help with sorting this out sooner, we all haven't got bottomless bank accounts we can go and buy a new appliance with. If I have missed the answer then I apologise, I rarely post on here so if somebody could kindly point me in the right direction it would be appreciated thanks.

wealdroam

purplepixie wrote: »

Would you be happy to use and wait until September 2017 for a repair on a new dryer that is still under warranty (was also purchased before the Sale of Goods Act ended) ? Which advise not to use affected driers until repaired and when even trading standards have concerns.

I have followed the process with Co-op asking for refund/replacement and Hotpoint and it seems the outcome isn't that great.

My point of my post isn't to rant, just hoped someone could come up with constructive advice on how to proceed to get help with sorting this out sooner, we all haven't got bottomless bank accounts we can go and buy a new appliance with. If I have missed the answer then I apologise, I rarely post on here so if somebody could kindly point me in the right direction it would be appreciated thanks.

As I said earlier, the answers you want are all in this thread.

As you appear not to have the time to read it all, here are some pointers you might like to follow up.

In March, in post #34, Mancini raised similar concerns to yours and said he was going to contact his credit card supplier about a Section 75 claim. Unfortunately he did not bother to post the results of that action.

In April, in post#207, Becks in Debt posted about a similar situation he/she had experienced with the Coop. She received advice in post #213. Again we don't know the outcome.

That's all the searching I'm going to do for you but you may well find other useful posts.

Have you read the article linked to in the opening post on this thread?
Here's the link again:

MSE: Hotpoint tumble dryer help

naedanger

purplepixie wrote: »

Would you be happy to use and wait until September 2017 for a repair on a new dryer that is still under warranty (was also purchased before the Sale of Goods Act ended) ? Which advise not to use affected driers until repaired and when even trading standards have concerns.

I have followed the process with Co-op asking for refund/replacement and Hotpoint and it seems the outcome isn't that great.

My point of my post isn't to rant, just hoped someone could come up with constructive advice on how to proceed to get help with sorting this out sooner, we all haven't got bottomless bank accounts we can go and buy a new appliance with. If I have missed the answer then I apologise, I rarely post on here so if somebody could kindly point me in the right direction it would be appreciated thanks.

I posted on your other thread. I have cut and pasted that response here. (The BBC link is well worth reading.)

How did you pay for the tumble dryer?

If it was by credit card then I would read the following article and ask my credit card company to resolve the matter to my satisfaction. If they did not then I would complain about them via their complaints procedure and ultimately to the Financial Ombudsman Service if necessary.

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

Obviously there is no guarantee that even if the matter gets to FOS that you will win. However I would be quoting Mr Jeremy Hilton, chairman of the Local Government Association's fire services management committee. You can read what he has to say about the topic here:

http://www.bbc.co.uk/news/business-36562398

purplepixie

naedanger wrote: »

I posted on your other thread. I have cut and pasted that response here. (The BBC link is well worth reading.)

How did you pay for the tumble dryer?

If it was by credit card then I would read the following article and ask my credit card company to resolve the matter to my satisfaction. If they did not then I would complain about them via their complaints procedure and ultimately to the Financial Ombudsman Service if necessary.

moneysavingexpert.com/shopping/section75-protect-your-purchases

Obviously there is no guarantee that even if the matter gets to FOS that you will win. However I would be quoting Mr Jeremy Hilton, chairman of the Local Government Association's fire services management committee. You can read what he has to say about the topic here:

bbc.co.uk/news/business-36562398

Thanks, unfortunately it wasn't paid for by credit card (stupid I know). The reading on the BBC site is what scares me, my neighbour's dryer set on fire a couple of months ago, luckily they were ok.

unholyangel

purplepixie wrote: »

Thanks, unfortunately it wasn't paid for by credit card (stupid I know). The reading on the BBC site is what scares me, my neighbour's dryer set on fire a couple of months ago, luckily they were ok.

Bear in mind the BBC sell stories - as do all media.

To explain, even with this design "fault", its still more likely that your washing machine will go on fire than your tumble dryer. This "fault" doesn't create a fire risk, it just increases the likeliness of a fire risk thats already present. Even models without this design fault can still go on fire.

As has been mentioned throughout the thread, people have managed to use these machines for 11 years without incident. Yes they could be safer (the mod/repair they do is basically a box on the back panel which lowers the chance of fluff coming into contact with the heating element - which is what causes the fire risk) but they're by no means a death trap.

ETA: Of course if you do need to use it, best to do so while you're in the house and dont put it on overnight.

I think some people have had the option of replacement by persisting in complaining about the wait time, so perhaps try that and use the line that you only purchased 11 months ago?

naedanger

Zandoni wrote: »

Have you got a link to prove this statement?

http://www.which.co.uk/news/2015/06/which-reveals-the-home-appliances-most-likely-to-catch-fire-406053/

PS

I am not saying the above link proves the statement. The link just contains some interesting raw data.

{I don't know if washer/dryers count as washing machines or tumble dryers. (I have not read the detail so that point may be covered.)

Also I suspect more people have washing machines than tumbler dryers so the above link may not be sufficient to show a washing machine is more likely to catch fire than a tumble dryer.}

unholyangel

Zandoni wrote: »

Have you got a link to prove this statement?

Try looking back in the conversation we had previously on this thread (or the old one?) when I linked official government/national statistics compiled from the statistics of all the fire brigades in the UK

unholyangel

naedanger wrote: »

http://www.which.co.uk/news/2015/06/which-reveals-the-home-appliances-most-likely-to-catch-fire-406053/

PS

I am not saying the above link proves the statement. The link just contains some interesting raw data.

{I don't know if washer/dryers count as washing machines or tumble dryers. (I have not read the detail so that point may be covered.)

Also I suspect more people have washing machines than tumbler dryers so the above link may not be sufficient to show a washing machine is more likely to catch fire than a tumble dryer.}

If they got the data from the same place I did, they put washing machines being at a higher risk due to the combination of water & electricity making it more of a risk.

But I've made the same point to zandoni several times on this subject - that all electrical items carry a fire risk with them, that this fault does not create a risk, it just exacerbates a preexisting one.

Zandoni

unholyangel wrote: »

Try looking back in the conversation we had previously on this thread (or the old one?) when I linked official government/national statistics compiled from the statistics of all the fire brigades in the UK

I'd like a link that shows washing machines are more likely to catch fire than the affected Hotpoint tumble dryers.