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

stuartjeffery1980

I have a tumble dryer that may catch on fire. Hotpoint have advised me to buy a fire extinguisher. Should they be paying for it?

lstar337

rensor wrote: »

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!

Hi Rensor, what address did you use to contact Whirlpool?

lstar337

stuartjeffery1980 wrote: »

I have a tumble dryer that may catch on fire. Hotpoint have advised me to buy a fire extinguisher. Should they be paying for it?

So they believe there is a chance of fire. Sounds like all the ammo you need.

brewerdave

Which FB page have people been raising Cain on?? I registered my Creda dryer in early Jan. -got the initial email re repair but nothing further -now 11 weeks ( compared with their stated "within 8 weeks") on ,I've decided to ratchet it up a bit!

wealdroam

stuartjeffery1980 wrote: »

Hotpoint have advised me to buy a fire extinguisher.

Excellent advice.
Every home should have fire extinguishers - whether or not they have a tumble dryer.

stuartjeffery1980 wrote: »

Should they be paying for it?

No of course not. Self preservation is an individual's responsibility.

scotbruce

Bought Sept 15 from major high street retailer for use in garage. Registered with Whirlpool repair scheme Nov 15.
Contacted retailer, who strenuously denied fault/not fit for purpose at point of sale (but could not/would not prove same, as per their Consumer Protection Act responsibility when sold within previous 6 months).
Contacted by Whirlpool in Jan 16 re repair delay until @ May 16. Threatened legal action via FB page and e-mail and was contacted and offered certain weekday PM (out of town in AM) repair appointment. Engineer called AM!
Made S.75 application to credit card provider at end Feb 16 and am about to be re-credited full amount.
Will be contacting retailer and asking, then requiring them to uplift their tumble dryer. Could always then start to charge them storage fees, I suppose ...
:beer:

lstar337

Emailing through the feedback form on the Hotpoint site does seem to get some results. I sent an email asking for a replacement as I thought it was unsafe.

I got a call a little while later from a very nice chap, though he did seem to have his facts a little muddled. He said I couldn't get a replacement as they were only offered to people with machines less than a year old. I asked about a £99 reduced price model which he said was also only available to people with machines less than one year old.

I brushed past his obvious mistake (Why offer both a free and £99 replacement to people with machines less than a year old?), and said that I had seen people online get a free replacement when their machines were up to 8 years old, just by making a fuss. I said I didn't want to make a fuss, I just think the system should be fair. He said he understood and would talk to a manager on my behalf. A few minutes on hold and he came back to say I would be getting an email with a link to a reduced price offer.

I haven't got the email yet, but if I do then it has been a positive CS experience. The facebook team left a lot to be desired!

Lanzarote1938

I contacted Hotpoint via their Facebook page.

Am getting a replacement free of charge, my machine was purchased in September 2015.

Forensicedd

[STRIKE][/STRIKE]I posted on indesits Facebook page and they have advised I will receive a replacement free of chgarge. My post is below. They asked me to private message them with my contact details.
It was as easy as that and took 3 days in all.

FB POST
I contacted you the same day This Morning ran the story on ITV. I received an email to say someone would be in touch within 7 weeks. I telephoned and was told by a very rude young man that the time scale had been extended to 9 weeks. On 1st Feb I received en email to sat my estimated repair date would be April. It is nearly April and I don't have a date for repair.
More importantly, we have all been advised to use our dryers under supervision. However, no one has given fire safety advise or advise on how to tackle an electrical fire. I really think you should be giving this advise as a matter of urgency. Supervising the use of my dryer will not stop it catching fire. My contents insurance will be void as I am using an appliance know to be faulty. Will you be covering the cost should my dryer set fire?

LSW

Thanks for the tips!

I tried going straight to hotpoint with no success. Despite explaining that I'm scared to use the dryer with my 4 month old and 4 year old in the house I was told my appointment date is currently December and there was nothing they could do as they had to go through the same process with everyone to be fair. I'm not sure there's anything fair about the whole approach to be honest.

I then tried tesco who we bought the dryer from 17 months ago and they were much more helpful. Generally better customer service and they said they would contact hotpoint on my behalf. That was yesterday. Today I received a call from hotpoint giving me an appointment for 4th April. I'm really pleased, and hope that all goes smoothly from here as the mountains of baby washing are never ending! It will only get worse when we start weaning soon!