Hotpoint Dryer. Chances of getting parts under warranty

Brummie85

Hi All.

The problems that Hotpoint had with it's tumble dryers being a fire risk are well documented. Our original dryer was one of the affected models. It broke down whilst awaiting them to rectify the fault, so instead we took advantage of their offer to replace it instead. Getting a new dryer on their scheme was cheaper then paying for the parts to fix the old fire hazard.

Unfortunately the replacement has developed a fault. The heating element has gone kaput. It seems to be quite a common fault on the replacement model. I've seen several complaints from unhappy customers with machines of a similar age that have suffered the same problem at least once.

I don't need them to come out and repair it. I'm perfectly capable of doing it myself. But I do begrudge paying them £90 for a part that has failed prematurely.

Has anyone had any dealings with Hotpoint and any success in getting them to issue parts f.o.c ?

theonlywayisup

A warranty is as per the terms and conditions of the warranty. What does the warranty say?

Fire_Fox

What are the terms of the warranty? How long does the warranty still have to run? Have you been doing any basic maintenance (eg. cleaning filters) as per the user manual?

DIY repairs or replacement of parts will often render the remaining warranty null and void. If the manufacturer organises a repair or replacement or service, by law that work is expected to last for a 'reasonable' period of time even if the original warranty period is at an end.

Brummie85

I can't find the original paperwork and transaction.

At a guess I'd say the replacement is around 2 years old. They did offer a 10 year parts warranty - with the catch being that you had to register the appliance and that the work was carried out by their engineers.

It seems to be a well reported fault due to a poor quality part. I'm gonna enquire along those lines as it's a problem that is present when the item was new. The cynic in me suspects it's done on purpose. The repair scheme was costing them a fortune and they simply couldn't cope with demand. Offering a £99 replacement but engineering a short lifecycle helps solves that problem and ensures that most customers are forced to buy again when the repairs (even with free parts) are likely to be considered beyond economical or worthwhile.

Fire_Fox

If claiming under a limited warranty, or legislation requiring products to be of reasonable quality/ last a reasonable time, you really need to have your ducks in a row.

Not knowing how old the dryer is, not having any documentation leaves you open to being dismissed. Was any of the communication via e-mail, could you have retained that? Are you sure you did not register the appliance? Have you checked your current account or credit card statements for the £99 payment?

Brummie85

Fire_Fox wrote: »

If claiming under a limited warranty, or legislation requiring products to be of reasonable quality/ last a reasonable time, you really need to have your ducks in a row.

Not knowing how old the dryer is, not having any documentation leaves you open to being dismissed. Was any of the communication via e-mail, could you have retained that? Are you sure you did not register the appliance? Have you checked your current account or credit card statements for the £99 payment?

I have the email address they sent the confirmation of swap from, but not the actual email. I'm guessing I didn't think to set it aside and it has been deleted.

I did have a trawl through my line bank statements last night, but didn't spot the transaction.

As much as it peeves me I might just buy the part. We need the machine working and the faff of asking and then probably arguing with them is just a delay in getting it sorted.

keith969

Hotpoint make cheap unreliable !!!!. And one of their fridge freezers started the Grenfell fire...

EachPenny

Brummie85 wrote: »

At a guess I'd say the replacement is around 2 years old. They did (A) offer a 10 year parts warranty - with the catch being that you had to register the appliance and that (B) the work was carried out by their engineers.

Someone - perhaps a cynic - might suggest that (A) is offered because the costs are more than recovered through (B).

There is the additional catch that you have to pay for the engineer to come and inspect the machine before you can even get confirmation that the fault is due to the failure of a part covered by the warranty.

Brummie85

EachPenny wrote: »

Someone - perhaps a cynic - might suggest that (A) is offered because the costs are more than recovered through (B).

There is the additional catch that you have to pay for the engineer to come and inspect the machine before you can even get confirmation that the fault is due to the failure of a part covered by the warranty.

Of course. The parts are priced prohibitively and make the units beyond economic repair to almost everyone apart from Hotpoint themselves. They are charging £90 for the heating element to anyone else, but obviously they'll give it to themselves at the cost to produce price. With the part costing them pennies in comparison and the engineer probably costing £15/h to employ - the extra they stick on top for the call out is pure £££££

The replacement model wasn't retailed either. It's pretty much identical to one that was but with cosmetic changes.

Anyhow I found the element at a decent price from an online spares store. It's not very MSE to just give in but I value my time, sanity and supply of dry clothes enough not to take them to task. But having a dryer that was a risk to burning the house down and now one that has broken at what I'd say is a premature age. It's made me weary of anything with a Hotpoint group badge on it.