Whirlpool washing machine (branded as Hotpoint or Indesit) recall launched

SplanK

Pulled the trigger and ordered a replacement before credit card company/whirlpool have come back to me...

Wife works at a retailer who offer very good staff discount and free delivery/install/old item collection and the timing of the delivery is the best its going to be without hindering us later in the month.

I am iffing and arring if I should simply bring this to a close for myself by getting rid of the machine when the new one is delivered, or throw it into the garage and sit on it just in case the credit card company need it (although unlikely), or in the event whirlpool could be pushed into giving us a new replacement rather than a repair....

SplanK

Just spoke with Tesco credit card, who advised that it would be best to keep the machine until a final decision has been made on the section 75 (this is in case any further information or evidence is needed) so looks like the decision has been made for me and I will store it in the garage!

EssexExile

SplanK wrote: »

... or in the event whirlpool could be pushed into giving us a new replacement rather than a repair....

I thought that Whirlpool were giving the customer the option of repair or replacement, in which case keep it until you get the replacement.

SplanK

I'm not holding my breath that the customer will get that much of a choice... but if I have to store it for Sec 75, then I might as well store it for Whirlpool to deal with!

Although I will assume given Whirlpool's stance on 'getting these units out of peoples homes', they will be happy to take it away without repair (not interested in repair, I don't trust the fact that the heating element activation can cause a door lock to overheat! That is absurd!)

Info might help others make a decision as to how they want to approach their own direction on this, especially if they are going out replacing units rather than waiting.

Been finding some interesting threads on other forums... the first one in particular as it the same model as mine!

https://www.diynot.com/diy/threads/hotpoint-washing-machine-burning-smell-opens-on-spin.508117/

https://www.diynot.com/diy/threads/hotpoint-wmfug742-design-fault-model-according-to-whirlpool.535683/

ripplyuk

SplanK wrote: »

Although I will assume given Whirlpool's stance on 'getting these units out of peoples homes', they will be happy to take it away without repair (not interested in repair, I don't trust the fact that the heating element activation can cause a door lock to overheat! That is absurd!)

There’s a Facebook group for this and one of the members there has already been given a replacement machine by whirlpool (lower spec/wrong colour with no other options). Whirlpool did not remove the old machine which is strange since they say their reason for refusing to refund is to prevent these machines ending up on the second hand market.

neilmorgan

Will they be doing a PROPER recall by sending snailmail to the affected customers last known addresses? It's OK for us that use the internet, I've seen loads of messages and links, but what about people who don't? Yes it was on the TV news but only really for a few days and easily missed by anyone on holiday etc.

How long were they aware of the problem before getting round to admitting it?

EssexExile

neilmorgan wrote: »

Will they be doing a PROPER recall by sending snailmail to the affected customers last known addresses? It's OK for us that use the internet, I've seen loads of messages and links, but what about people who don't? Yes it was on the TV news but only really for a few days and easily missed by anyone on holiday etc.

How long were they aware of the problem before getting round to admitting it?

I doubt they know that many customer addresses, lots of people don't register their purchases with the maker.

SplanK

When we bought from Tesco Direct, it appears Indesit Logistics.... they did (or at least Whirlpool did) send out an email to alert that there maybe an issue and to seek further guidance on their website. We did not register the produced separately.

However, they can only send out to those who registered the product, or dealt with the delivery. If they bought from somewhere else such as a smaller retailer, then its down to the owner to become aware.

Mikes_Saving

You're entitled to reject the products in a reasonable time if it is demonstrably not fit for purpose. Here we have the manufacturer telling you that your product is not only not fit for purpose, but is potentially going to spontaneously catch fire.
The reasonable time will start from the point where you realise that there is a problem, not from when you bought it.
I'm not affected by this, but have made successful Small Claims in similar situations on other items. I've found the Courts to be helpful to the 'non-expert' consumer, it's not massively expensive (you're likely to get costs awarded back to you anyway) and the realisation that you are prepared to take this action is likely to 'encourage' your retailer (and Credit company if you used one) to refund without actually going to court.
It's also very likely that the responsibility to remove the item will be the retailer's and that the court will insist on the refund being made before the item is returned, which introduces a sense of urgency in the refund and collection process.
You don't have to wait for Hotpoint or Whirlpool to finish obfuscating and prevaricating. It's their problem, not yours and if you're worried about your retailer, don't be, you can always buy a decent machine from them with your refund

ripplyuk

I think a lot of people will be like me, worried that the small claims court will be a complicated, long-winded procedure that will be a nightmare to navigate without legal knowledge. I’ve never done it before and I wouldn’t know where to start.

I bought my machine from Curry’s who apparently won’t even enter into discussion with customers wanting refunds. I imagine the courts would like to see that I have exhausted the retailers complaints procedure before starting legal action. Curry’s could easily drag out that complaint for months!