Hotpoint

Beebabe69

Has anyone had any issues with getting a refund from Hotpoint for faulty goods? It feels like they’re doing everything they can to not give me a refund and I don’t know where else to turn 

born_again

Did you buy direct from Hotpoint?

Perhaps some details of the issue of why you are due a refund will help.👍

Beebabe69

born_again said:

Did you buy direct from Hotpoint?

Perhaps some details of the issue of why you are due a refund will help.👍

Hello, yes I bought it directly from 
Hotpoint/Whirlpool 8 weeks ago and it’s damaged my clothes four times and two engineers have been out to visit. I’m usually very clued up on what to do in a situation like this but they are just behaving completely unreasonably 

Okell

Beebabe69 said:

born_again said:

Did you buy direct from Hotpoint?

Perhaps some details of the issue of why you are due a refund will help.👍

Hello, yes I bought it directly from 
Hotpoint/Whirlpool 8 weeks ago and it’s damaged my clothes four times and two engineers have been out to visit. I’m usually very clued up on what to do in a situation like this but they are just behaving completely unreasonably 

Assuming you were asserting your rights under the Consumer Rights Act 2015 (legislation.gov.uk) and not some warranty, Hotpoint are allowed only one attempt at either repair or replacement before you are entitled to reject the goods for a refund.  I'd suggest that if two different engineers have attended on two separate occasions and it's still misbehaving, then Hotpoint have had that single attempt (and failed to fix it) and you are now entitled to reject it

If the machine is damaging your clothes you should argue that it is not of satisfactory quality and that it is not fit for purpose.  As it has failed within 6 months of purchase it is up to Hotpoint to prove it is not faulty, it's not for you to prove it is.

Go back to Hotpoint and tell them you are exercising your rights under the above legislation for a full refund.

Beebabe69

Okell said:

Beebabe69 said:

born_again said:

Did you buy direct from Hotpoint?

Perhaps some details of the issue of why you are due a refund will help.👍

Hello, yes I bought it directly from 
Hotpoint/Whirlpool 8 weeks ago and it’s damaged my clothes four times and two engineers have been out to visit. I’m usually very clued up on what to do in a situation like this but they are just behaving completely unreasonably 

Assuming you were asserting your rights under the Consumer Rights Act 2015 (legislation.gov.uk) and not some warranty, Hotpoint are allowed only one attempt at either repair or replacement before you are entitled to reject the goods for a refund.  I'd suggest that if two different engineers have attended on two separate occasions and it's still misbehaving, then Hotpoint have had that single attempt (and failed to fix it) and you are now entitled to reject it

If the machine is damaging your clothes you should argue that it is not of satisfactory quality and that it is not fit for purpose.  As it has failed within 6 months of purchase it is up to Hotpoint to prove it is not faulty, it's not for you to prove it is.

Go back to Hotpoint and tell them you are exercising your rights under the above legislation for a full refund.

That’s exactly what I said. Their response:

In terms of the legislation to which I believe you are referring to does not require that goods should remain fault free for any specific period or hold the seller responsible if goods develop faults that were not present at the time of purchase. Goods can break down through normal use, and a component failure does not mean that the product is not fit for purpose or not durable. There needs to be a fault that was present on the day of sale, even if it only becomes apparent later.

Alderbank

That's a very patronising reply.

Your machine is 8 weeks old. If a machine breaks down after only 8 weeks of normal use I would very much challenge that it is sufficiently durable!
However they are correct in saying that the fault must be present on the day of sale as opposed to something which is caused by the user afterwards.

The inner drum of a Hotpoint machine has three plastic paddles fitted inside. Their job is to lift and agitate the clothes. They are secured by plastic tabs which fit through sharp holes in the drum. If those tabs break the paddle becomes loose and clothes become shredded on the sharp holes which are exposed. The tabs usually last the life of the machine but they break if they are hit from beneath by a sharp object which has got between the inner and outer drums. Typically that is a coin or similar which was left in a pocket, but the wire from a wired bra can also end up there.

Engineers are familiar with this issue. I suspect the first guy just replaced the paddles without rescuing the foreign object from between the drums because that is a fiddly job. Is the issue fixed now? If so the second guy probably did his job properly.

The instructions will tell you to check clothes for loose objects before washing and to wash items like bras in a mesh laundry bag. If the engineer found a household object between the drums the retailer will have evidence they need of user error.

Beebabe69

Alderbank said:

That's a very patronising reply.

Your machine is 8 weeks old. If a machine breaks down after only 8 weeks of normal use I would very much challenge that it is sufficiently durable!
However they are correct in saying that the fault must be present on the day of sale as opposed to something which is caused by the user afterwards.

The inner drum of a Hotpoint machine has three plastic paddles fitted inside. Their job is to lift and agitate the clothes. They are secured by plastic tabs which fit through sharp holes in the drum. If those tabs break the paddle becomes loose and clothes become shredded on the sharp holes which are exposed. The tabs usually last the life of the machine but they break if they are hit from beneath by a sharp object which has got between the inner and outer drums. Typically that is a coin or similar which was left in a pocket, but the wire from a wired bra can also end up there.

Engineers are familiar with this issue. I suspect the first guy just replaced the paddles without rescuing the foreign object from between the drums because that is a fiddly job. Is the issue fixed now? If so the second guy probably did his job properly.

The instructions will tell you to check clothes for loose objects before washing and to wash items like bras in a mesh laundry bag. If the engineer found a household object between the drums the retailer will have evidence they need of user error.

Thank you for your response, much appreciated. The first engineer found a toggle from a hoodie which had been shredded, the second engineer came for something different (no draining and lots of soap on a certain programme despite washing with water only). Every so often the machine grabs something between the rim on a spin and pulls it apart so there will be bits of fabric in the bowels of the machine which neither engineer looked for. 

I finally got in touch with them by phone and exercised my rights to a refund and made a formal complaint so let’s see what happens. 

Jonboy_1984

How did you pay for it?

If a credit card then they are jointly liable under section 75.

dn852k4

It's not the hotpoint NSWM743UWUKN by any chance? Currently in dispute with very over this model after they initially agreed to collect and refund following the machine ripping clothes and leaving grease/oil stains on white bedding. I've contacted my credit card company for a section 75 refund. There's a fair few reviews on this model doing exactly as I've described. They sent their engineer around but he couldn't find anything obvious and tried to blame it on soap powder leaving black marks!! We used the same soap powder on the previous machine without any issues at all and surprisingly no problems with the Samsung we bought to replace the hotpoint. 

Beebabe69

dn852k4 said:

It's not the hotpoint NSWM743UWUKN by any chance? Currently in dispute with very over this model after they initially agreed to collect and refund following the machine ripping clothes and leaving grease/oil stains on white bedding. I've contacted my credit card company for a section 75 refund. There's a fair few reviews on this model doing exactly as I've described. They sent their engineer around but he couldn't find anything obvious and tried to blame it on soap powder leaving black marks!! We used the same soap powder on the previous machine without any issues at all and surprisingly no problems with the Samsung we bought to replace the hotpoint. 

Yes that’s the one!!! Rips clothes to shreds and they’re saying there’s no fault with the machine! Absolutely shocking customer service with no idea of the law and they’re adamant I won’t get a refund. I may go down the debit card route if I don’t hear from them which I should be doing in the next few days. I’ve read the reviews since and I don’t understand how they can get away with it given others are experiencing the same thing

Beebabe69

dn852k4 said:

It's not the hotpoint NSWM743UWUKN by any chance? Currently in dispute with very over this model after they initially agreed to collect and refund following the machine ripping clothes and leaving grease/oil stains on white bedding. I've contacted my credit card company for a section 75 refund. There's a fair few reviews on this model doing exactly as I've described. They sent their engineer around but he couldn't find anything obvious and tried to blame it on soap powder leaving black marks!! We used the same soap powder on the previous machine without any issues at all and surprisingly no problems with the Samsung we bought to replace the hotpoint. 

Ps: did they actually collect it?