Hotpoint (Whirlpool) none existent customer service !

ItsHot

We have a cooker gas that one of the pan support legs broke off. Fortunately nobody was injured when the pan tipped!

 The cooker was still just within its one year warrantee period when the part broke but due to the delay in me being informed that it had broken and further delay after informing the original supplier of the claim and then having to chase them after not receiving any replacement part. The cooker is now 4 weeks out of warrantee and  Hotpoint are refusing to replace the part.

 What is even more aggravating is that Hotpoint (Whirlpool) dont appear to have a customer service/complaints department that you can get to! They just have a switchboard that refuses to transfer you to any department where a complaint can be made.

 Other than creating a stink about the horrendous service what if any options do I have?

Unknown

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comeandgo

Do Hotpoint sell direct to customers?  I would not think you were their customer.

macman

If your claim against Hotpoint was made after the expiry of their one year warranty, then you have no claim. The reasons you give for the delay are not their concern, and irrelevant.
This claim was under their own contractual warranty. Your initial claim was against the retailer, and should have been based on CRA2015. This is a statutory right, not a contractual one. After the delay, they palmed you off onto Hotpoint's manufacturer's warranty, which you should not have accepted.
Your options are:
Pursue a claim under CRA2015 from the manufacturer. Since it's over a year, you would need to prove a pre-existing fault, which is going to be nigh-impossible.
Or bite the bullet and pay for the part yourself.
You have no rights against Hotpoint under CRA2025, as you have no contract with them.
If this is a rental property, you can set the repairs against tax, so is it really worth the hassle for a part costing maybe £20?

Alderbank

comeandgo said:

Do Hotpoint sell direct to customers?  I would not think you were their customer.

Hotpoint do indeed sell direct. However the OP talks about 'the original supplier' which sounds like they bought from a retailer.

Hotpoint have lots of different pan supports for gas cookers on their parts website with prices starting from a tenner. The wire ones are quite robust. The cast iron ones are brittle but if treated with care should last more than a year.

OP, is it a B2B purchase (for a rental property) or a consumer one? If the latter (for private use in your own home) I would forget about the 12 month warranty now and tell the retailer you are claiming under your consumer rights.

macman

But their rights against the retailer under CRA2015 are rather limited, since the item was purchased more than a year ago. They have to prove a pre-existing fault. For a £10 pan support?