Washing Machine - Warranty callout - timeframe?

StuieUK34

Hey all,


Just looking for some advice and whether this sounds normal, etc...

I have a Hotpoint washing machine, it is under 12mths old.
Last month, I called the warranty line and said there was a fault which I knew would be a warranty call, not a user error thing...

They had an engineer come out the following day, say its a common fault with the washers not draining the water as the motor/regulator/water level thing is rubbish.
He replaced the part, and said all should be OK, etc....
So been using it as normal for past 5 weeks....

However, same fault has occurred..
Just called Hotpoint Warranty team, but now they are saying it will take 16 DAYS to send out an engineer to make the warranty fix..

Is 16 days considered the norm ?
I am reading section 3 of the Repair terms for Hotpoint on there website: (http://www.hotpointservice.co.uk/repair-terms-and-conditions/)
But being honest, I cant figure out what there saying!
I would have thought an appliance such as this would warrant a faster call out, not a 16 day wait time ?

Any thoughts ?

[Deleted User]

You obviously have to wait until there is an engineer available. I assume it's holiday time currently and this is extending the queue.

You have no Consumer Right to a faster call-out.

Off to the launderette for you...

StuieUK34

Under consumer law, could I buy a washing machine online today, collect tomorrow, install, and then return goods within 14 days?
Yes it would be a used product, and I guess the item would be resold as a manufactor refurb ? (not that I care about that)..

Current product is a Hotpoint, so I'd buy another Hotpoint...


Before thinking this is trying to pull a scam, its not...
I have a Hotpoint product, Hotpoint claim to send out an engineer within 2-3 days, but the actual time is 16 days to send out an engineer.....
But at the same time, if the consumer rights allow for me to purchase a product and return with its packaging within 14 days for a refund, I'm thinking its a case of playing them at there own game ??

unholyangel

StuieUK34 wrote: »

Under consumer law, could I buy a washing machine online today, collect tomorrow, install, and then return goods within 14 days?
Yes it would be a used product, and I guess the item would be resold as a manufactor refurb ? (not that I care about that)..

Current product is a Hotpoint, so I'd buy another Hotpoint...


Before thinking this is trying to pull a scam, its not...
I have a Hotpoint product, Hotpoint claim to send out an engineer within 2-3 days, but the actual time is 16 days to send out an engineer.....
But at the same time, if the consumer rights allow for me to purchase a product and return with its packaging within 14 days for a refund, I'm thinking its a case of playing them at there own game ??

You may have missed the part where the retailer would be entitled to reduce your refund (providing they complied with informing you on your right to cancel) to account for the diminished value, up to the full contract price.

I'd suggest learning the rules of the game before trying to beat them at it

JJ_Egan

Unless Hotpoint is the vendor you are not playing them at their own game .
Consumer Rights is with the vendor .

StuieUK34

Cheers for the replies...
Guess that means: tough s**t! it gets looked at when they want, there is no guideline as to when a warranty repair should take place...

bris

StuieUK34 wrote: »

Cheers for the replies...
Guess that means: tough s**t! it gets looked at when they want, there is no guideline as to when a warranty repair should take place...

It takes place when they have an engineer available.


You need to read up on warranties, as a warranty is not a consumer right.


If you want your consumer rights then get in touch with the vendor and go through all that hassle, see how long it takes to get resolved then.

Zandoni

StuieUK34 wrote: »

Hey all,


Just looking for some advice and whether this sounds normal, etc...

I have a Hotpoint washing machine, it is under 12mths old.
Last month, I called the warranty line and said there was a fault which I knew would be a warranty call, not a user error thing...

They had an engineer come out the following day, say its a common fault with the washers not draining the water as the motor/regulator/water level thing is rubbish.
He replaced the part, and said all should be OK, etc....
So been using it as normal for past 5 weeks....

However, same fault has occurred..
Just called Hotpoint Warranty team, but now they are saying it will take 16 DAYS to send out an engineer to make the warranty fix..

Is 16 days considered the norm ?
I am reading section 3 of the Repair terms for Hotpoint on there website: (http://www.hotpointservice.co.uk/repair-terms-and-conditions/)
But being honest, I cant figure out what there saying!
I would have thought an appliance such as this would warrant a faster call out, not a 16 day wait time ?

Any thoughts ?

Give them another ring and see if you can talk to a manager, it's always worth a try.

Next time you need some white goods remember the service you got from Hotpoint.

neilmcl

Contact the vendor and remind them that legally they need to provide a remedy within a reasonable period and one that does not cause a significant inconvenience. Tell them that having to wait for 16 days just for an engineer "visit" which may or may not remedy the issue is not acceptable and will cause you such an inconvenience.

[Deleted User]

As I said at the outset, I think you're off to the launderette for a week or two.

scotrae

I'm on here searching to see if anyone else has had problems with Hotpoint service policies (which D&G have now confirmed, after listening to the original phone call when I was persuaded to sign up for it, was missold to me). I cannot believe that a brand and company of this scale and renown is this abysmal with their service. I have had engineers come four consecutive weeks and my machine seems to have been virtually rebuilt. Yet it's still leaking water from underneath, which is one of the symptoms the last three visits have tried to address.
I've got a repair or replace policy but they say its still the first repair - even though the leaking hadn't started til after the first repair (second guy told me the first guy hadn't put the door seal on properly when he'd changed the drum, so explained it was all down to that).
The Hotpoint Customer Service has been non existent and I've been told I cannot speak to anyone there because the department is closed to outside calls - so I'd have to wait for the person who'd promised me she'd call back within two working days with the outcome (4 weeks ago today) to call me. She never did.
I believe that Hotpoint no longer cares about customer service. Their reputation has been shot to pieces with these tumble dryers, so maybe they feel they have nothing to lose?