Bloody Hotpoint Washing Machine

[BillyGoat]

Just had to get involved in sorting out MiL's washing machine.

Just about over 13 months old and it's broken for the second time with a suspected mainboard failure. Broke at 6 months. Now again at 13 months and they want it paying for to fix - it's NOT a reasonable amount of time for a white good appliance to last.

Sales of goods act doesn't apply to them, they forfilled their obligation. Comet, the retailer have since departed this planet so no recourse there.

It's all a bit pants and they know it.

You can't even order one off the shelf, as it needs programming with the relevant setup. They have that well and truly stitched up.

Onto the consumer credit act, section 75 next - pay up or replace, I understand. Not that they like it....but they will.

Also sent an email to Director of hotpoint too.......don't expect he'll read it, it'll be passed to his team - but experience shows it's usually the team that 'fix things'. Plus, I'm not waiting for days on end for a telephone to be answered.

Let that be a lesson to all:

1. Pay on credit card, even it's just a part of it
2. Make sure the goods are over 100 quid for the protection
3. Pick a high street retailer who you can go back to - like Currys/PCWorld/John Lewis, if they don't see reason they you can take the machine and scream at shoppers as they pass

Always this time of year stuff breaks, init.

BG

[EJJ150847]

I had a massive argument with HOOVER some years back.
We had bought the machine from John Lewis, with a 5 year free warranty. They tried to help but had discontinued Hoover products because of 'poor service'

Service engineers would turn up without parts etc.
I managed to get hold of the main Service Support Manager to complain, he practically laughed down the phone at me when I listed my complaint, and said I wouldn't get anywhere because all Customer complaints went to him. Well after numerous attempts I was one seriously PIZZED OFF bunny.

Then I found out the name of Hoover Uk Managing Director, Mt Bruno Pini?, got through to him, his PA picked up the phone I explained my problem and said you should be getting a Fax soon as well as a letter. She said 'You're very determined aren't you' anyway she took my details and said she understood my frustration and would get back to me.

The next phone call was from aforesaid service manager and he said 'I've been told to sort our your problem, an engineer will be with you tomorrow.
Said engineer turned up with enough spares to practically rebuild the machine. Wife said it was like 'Trigger's Broom' only thing original was the casing.
Next day arrived a box of washpowder to last us 2 years.


It pays to do a bit of research and go to the top spot, they don't like hassle from customers.


John

[DIY_Johnny]

yeah I got caught out on that sale of goods act too. Your recourse is against the retailer not the manufacturer. Its worth buying from John Lewis where they have a price match ... although they wiggle out of that easy enough.

I bought a home cinema system from John Lewis, £600 with Richer Sounds, 5 year guarantee and came with free headphones. John Lewis price was £799 and theirs doesn't come with free headphones. They tried to get out of it by saying that I am not comparing the two products. Total cr#p

Got it in the end, ... but given the hassle I had to go through, not such why I opted for John Lewis

[BillyGoat]

I've never had luck with JL - I don't think my face/appearance fits.

I remember buying my first 21" TV from there. Went with a missis and a mate for lifting assistance as it was HUGE.....completely ignored while they dribbled after people in suits and other such attire.

In the end, I grabbed someone and asked if I needed to go and buy a suit before someone would TAKE MY MONEY.

It's not changed. Went to buy a baby monitor from there a while ago and the woman looked at me like I was stealing babies. So rude too.....can't remember what snotty question she asked, but I gave it her back with both barrels. Cow.

Not a fan of the place, not sure why everyone rates it so highly.

BG

[transitboy]

That's because they wear suits when they buy anything mate Once they got your money mate they don't give a sh*t
I just replaced a like for like Hotpoint integral dishwasher today mate, the last one lasted 10 years .
If you saw the build quality of the new one to the one that blew up it is diabolical, I am afraid its the sign of the times.

[wine~o]

That's because they wear suits when they buy anything mate Once they got your money mate they don't give a sh*t

Couldn't disagree more..John Lewis have always given me/the mrs excellent service, even when I shop looking like a tramp in my scruffiest leather jacket..

and when I had a fridge freezer from them develop a fault 2 days after their extended guarantee ran out...they paid for the repair.


It would seem to me that the common problem here is "Hotpoint"......buy Bosch or Siemens, twice the price maybe, 5 x the service life..

[transitboy]

Misunderstanding there mate ,I did not mean just John Lewis imo there is no customer service from any of them. Once they got your money they don't really give a sh*t.
The previous Hotpoint I had mate, lasted 10 year without a problem I just think now whatever you buy is usually crap.

[BillyGoat]

Forgot about this little gem.

Well, as it turned out - the MiL got a call from their service team on the 24th - day after I wrote the letter!!! They called her in the morning, about 10am!!!!

They had been given this case to deal with and had decided that under the circumstances, they WERE going to offer her a free repair!!!!!!!

They came out on the 27th (I think?) and fixed the problem - washing machine now fully working.

I've got to say, hats off to Hotpoint for resolving the issue, it's just a shame I had to take that approach for them to see her right. It's actually reminded me that I've got to write an email to them thanking them for their decision - I've always said, if they pick up the ball and run with it, they deserve the credit too!

All too often people complain, but don't praise when things are taken care of.

Which actually reminds me, I owe KEF UK a thank you letter still for sorting my speakers out and replacing them all. I'll do that tommorrow. Still telling people how amazing their service is.

Lesson above still stands -

- Buy from someone who's not going to close up shop. Your rights are with the RETAILER you purchased it from.
- Pay on credit card, even if it's part of the overall purchase. The consumer credit act will act as protection if needed.
- Bone up on the sales of goods act, it's amazing how many people don't know what their actual rights are
- Keep records of who you speak to and when - it's incredibly handy.

Rock on!

BG