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

lozthomas

I just followed the advice in today's newsletter - sent an email to Hotpoint saying I wasn't happy with the wait time and I didn't want to pay for a replacement, and someone just called me THREE HOURS LATER to offer me a like-for-like replacement (actually a slightly better model) free of charge, which will be delivered in 2 weeks. Good effort on Customer Service, Hotpoint! And thank you MSE!!!

lstar337

What address did you use?

twhitter

I registered my Hotpoint drier for the essential fire-preventing modification at the beginning of February, and part from an automated email I hadn't heard anything. I knew that there were huge delays in engineers visits, and didn't hold out much hope that my machine would be seen before the end of the year.
Having read the tips on your site I found the Hotpoint FB page, and sent them a message, giving the registered details (postcode, model number, serial number). I went away to make a brew, and by the time I came back I had had a reply on FB, and an email and a text message, with a repair date...of the 1st April!
So my advice is to get on FB! Thank you MSE!

Sandidevon

I bought my Indesit Tumble Dryer from AO and last night they phoned me as I had sent CEO John Roberts a letter he didn’t reply but got a underling to ring me, this is a quote from her "There is NO FAULT with the driers they just need a little modification” and that is why they are not going to refund me (my dryer is less than a year old) The lady also said “they have not recalled any dryers and they won't until over 50% of the dryer catch fire”.
The ethos of the company is
Who we are
Re-defining retailing through a devotion to happiness and amazing customer service. AO isn’t a normal company. We like to push boundaries and do things differently. We’re on a mission to become a leading European online retailer of electrical products. We also want to change the world of retail and be at the forefront of online retail innovation.
We want our customers to demand more from every other retail experience as a result of the way we treat them. We want consumers to become intolerant of poor service. They have worked hard for their money and we believe that they deserve better than most retailers provide. We want to be at the heart of driving change for retail good and to make the journey an enjoyable one.
I think they need to rewrite this to we don't give a dame about customers we just want your MONEY. The CEO's of Indesit, Whirlpool and Hotpoint have yet to answer my letter or numerous emails.
I posted this on AO's facebook and heyho Hotpoint phoned me a few hours later and the long and short of it is I get my new dryer on the 29th. The credit card company was my next stop but I really didn't want to go that route.

wealdroam

Sandidevon wrote: »

I bought my Indesit Tumble Dryer from AO and last night they phoned me as I had sent CEO John Roberts a letter he didn’t reply but got a underling to ring me, this is a quote from her "There is NO FAULT with the driers they just need a little modification” and that is why they are not going to refund me (my dryer is less than a year old) The lady also said “they have not recalled any dryers and they won't until over 50% of the dryer catch fire”.
The ethos of the company is
Who we are
Re-defining retailing through a devotion to happiness and amazing customer service. AO isn’t a normal company. We like to push boundaries and do things differently. We’re on a mission to become a leading European online retailer of electrical products. We also want to change the world of retail and be at the forefront of online retail innovation.
We want our customers to demand more from every other retail experience as a result of the way we treat them. We want consumers to become intolerant of poor service. They have worked hard for their money and we believe that they deserve better than most retailers provide. We want to be at the heart of driving change for retail good and to make the journey an enjoyable one.
I think they need to rewrite this to we don't give a dame about customers we just want your MONEY. The CEO's of Indesit, Whirlpool and Hotpoint have yet to answer my letter or numerous emails.
I posted this on AO's facebook and heyho Hotpoint phoned me a few hours later and the long and short of it is I get my new dryer on the 29th. The credit card company was my next stop but I really didn't want to go that route.

Good to see that you appear to have a resolution. Well done.

Just one thing puzzles me, why are/were you so reluctant to contact your credit card company over this type of issue?
Under Section 75 of The Consumer Credit Act the CC Co are equally responsible for the performance of the contract... it's not just the CC Co being nice.

Hollywoodmam

Had phone call Friday morning saying engineer would be in area in afternoon and be there at 1. Waited till 3 and Engineer called asking where in Taunton we were as he couldn't find us - ummm sorry mate we are in Cumbria ..... Needless to say we are still waiting!!

Mama61

been waiting from Dec 9th can't tell you how many calls and emails so went to the top emailed the CEO boked and fixed within 2 weeks !******

Janette-D

I don't understand why free replacements are not being offered to everyone. I contacted Whirlpool after seeing this on Watchdog and was told someone would contact me within 5 weeks. I was contacted 3 weeks later and they asked me some details about the dryer model, they then offered to deliver a replacement dyer within a week and uplift my faulty dryer. True to their word they delivered on Christmas Eve and uplifted the faulty dryer.

rensor

After reading your page I sent the following email to Whirlpool:
I have a condenser tumble dryer that is affected by your current fire risk warning. I used to leave laundry drying when I was out or in bed but no longer have that option which means I have the constant noise of the dryer when I am at home. I do not have a definite date for its repair and am concerned in any case that it will still pose a risk. I am writing to ask for a replacement tumble drier instead of a repair. One that does not (and will not in the future) pose a fire risk to myself and my family.

Within 2 hours I had a phone call and the offer of a free Hotpoint TCHL83CRP condenser dryer.

Thank you for your advice!

justjohn

Got a full refund directly from hotpoint after providing proof of purchase.






Stated repair time was unreasonable and I had no confidence in them or there products.


Dryer was an IS70c bought from comet 7 years ago.


hassled them on FB