Now, if you know me at all via this blog, you will also know I am a pretty calm, chilled, somewhat crazy person, but there are times when even the most cool of customers get heated… and I have to say right now is one of those times.
Have you heard about the safety issues regarding certain washers, dryers and other appliances by Hotpoint and Indesit from 2005-2014?
We hadn’t.
You can bet that there are a lot of appliances that were made in those years out there, and yet there hasn’t been as much publicity with regards to the faults.
Apparently, whatever this fault is, it means if you have an appliance that is affected, it could basically catch fire. Not such a big thing eh? Hell no! It’s only a family’s home that could go up in flames, injuries or worse…
Well, guess what… it turns out we are one of the affected households.
And how very lovely of Hotpoint to make us aware of said issue, so it could be resolved!
What?
Oh, sorry, no, it wasn’t Hotpoint that let us know, it was an email from a company we bought the appliance from who thought it would be a good idea to let any of their customers who had bought Hotpoint from them know that there may be an issue.
So you are obviously bothered about things, eh Hotpoint!
Hubby Dearest rang them up, to see if we had been affected. We were due to call them anyway, as it seems a yearly occurrence with the Tumble dryer. It decides to spew water out at us, rather than collect it nicely in the condenser, every December.
I think a little history would make sense now. When we bought our house around 6 years ago, the kitchen was kitted out with Hotpoint Fridge Freezer, Washing Machine and Tumble Dryer. After about 2 years the dryer started leaking, and as I hadn’t gone for the extended warrantee it was cheaper to buy a new one. So we did. It was replaced by a higher spec but similar model.
A year after having it installed, it started misbehaving like its predecessor, my kitchen floor left sopping after a load of clothes dried. As it was within warranty, I called an engineer out. There was a part that had shrunk, and all the apparent causes of this shrinkage, like using tumble dryer sheets, or washing and drying clothes with petroleum based emollients on them, were not applicable to us. After a couple of visits, and the part being ordered, it was all fixed.
Until exactly a year later, when the same thing happened.
This time I had the extended warranty, so I called up, and explained what had happened, and even told them not to send the engineer unless he had that specific part handy. Around the same time, my dear washing machine was also doing things it shouldn’t have been. An hour’s cycle was taking 3 hours.
I asked the dryer engineer, but he didn’t have a clue, yet, very helpfully, he called a washing machine colleague of his to get some info, and I was told my thermostat had gone, or the drum, or the bearings…. Anyway, it was going to be costly, no matter what. He suggested I get the discounted added warranty and wait a few weeks before getting an engineer to visit to check the machine.
This I did, and it took around 4 visits. Different engineers, different parts were tried, and finally they got from a 3 hour cycle to just over an hour. Not perfect, but hey, I’m not fussy!
Thank you Hotpoint, I thought at that time.
Now fast forward to December 2015. Guess what happened ? The dryer started it’s annual spew mission, right on time! I had mentioned to Hubby Dearest that we may need another engineer visit, when he got this email from Appliances Online, where we bought the dryer from, stating their concern over an appliance fault.
A dryer like ours
After calling up the ‘customer service’ at Hotpoint, who were just an outsourced company, employed to deal with this unprecedented issue, we found out that yes, the dryer was one of the affected appliances. Oh and another gem from Hotpoint… it would take someone 5 weeks to get back to us, but don’t worry, use your fire hazard appliance with caution, it should be ok!
After a week, Hubby Dearest raised a complaint, and was called back by senior manager, who was all apologies. He checked our fridge and washing machine, and found that not only the dryer, but the washing machine was also a hazardous piece of equipment.
A washing machine likemours
We were offered a straight replacement of the units, with something newer and unaffected, or if we had the receipts, a full refund.
Forgive me if I am wrong, but my faith in Hotpoint had somewhat become rather dim, and we decided to opt for the refund.
All receipts and information were emailed to them the week before Christmas and an automated response told us that it would take 7 days to respond. Now we understand with Christmas, and New Year in the mix, there can be an additional delay, but it had been a couple of weeks, and since Monday, Hubby Dearest has been on the phone, trying to chase things up, and at least get an answer from someone, regarding what is happening. It is hard enough to get a proper phone number, to get through to someone who actually works at Hotpoint, not outsourced companies, and then when you do, it is the ‘wrong’ department, and someone will call you back.
4 times, last week he called them.
4 times he was promised a call back from a team leader or manager.
4 times no one called back.
Today, a Saturday, he called again, and the team who answered the phone could basically do NOTHING! They were diabolical, and initially the team leader refused to come to the phone. Very professional. Then, and I could hear the whole call, very condescendingly we were ‘promised’ a call back on Monday by the department who we needed, who were, shock horror(!)’ closed today!
It has taken countless calls, many emails, and a whole lot of hours to come to this, which is still at the same place we were 3 weeks before Christmas!
And, looking online, and on Twitter, there are many others who are affected.
Doesn’t restore any faith!
So we are still stuck with 2 hazardous appliances, which we can use with caution, apparently, and no further along the solving the issue route!
I am fuming!
More heated than Hotpoint anyway!
So here is my new hashtag for this issue
#notsohotpoint
I will tweet this post, and would appreciate some retweets… apparently we are more likely to get a response via Twitter, than from a phone call! Please use the hashtag above too, if you can!
I want to see these Hotpoint bigwigs get their fingers out, and actually clear this backlog of issues that occurred because of their own mistakes, and are now causing families to live in fear of exploding appliances!
Remember.. #notsohotpoint!
Peace out Peeps!
But I Smile Anyway... 
Jan 13, 2016 @ 19:46:41
Did you tweet watchdog?
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Jan 13, 2016 @ 20:24:58
I did… No response though.. They are probably inundated!
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Jan 13, 2016 @ 20:27:20
probably, I really hope it gets sorted
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Jan 13, 2016 @ 20:31:19
Here’s hoping… Thanks ☺
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Jan 13, 2016 @ 03:18:42
Beware of some of the Samsungs too. I posted about my issue in November (http://marquessamatthews.com/2015/11/22/if-we-were-having-coffee-id-tell-you-that-i-dont-want-coffee/). My 5 year extended warranty was long over but I have a “gift” for complaining Samsung and I came to an agreement that I could live with (but not a new washer). If I could start over and if I had enough space, I would never ever buy a front loader again…too many issues with the fact that the barrel is never completely water-free….:(
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Jan 13, 2016 @ 07:51:55
It is ridiculous, the stuff that is going on here, with us, and many others too! I’ll bear that in mind, no Samsung either!!
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Jan 13, 2016 @ 13:16:58
My Facebook post on their page but linked to mine (so it couldn’t be taken down) did the trick…
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Jan 13, 2016 @ 13:17:53
Well they were still there thus morning!
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Jan 13, 2016 @ 13:21:38
👍
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Jan 11, 2016 @ 17:45:52
This kind of customer service seems to be the norm these days! I hope you get this resolved quickly! I would however, stay away from Hotpoint, as they clearly don’t seem to care about this safety hazard and time consuming inconvenience to your family. Good luck!
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Jan 11, 2016 @ 18:45:45
That’s the plan! I had a tweet back from them too… I shall post an update tonight!
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Jan 11, 2016 @ 00:03:28
Aaarrrggghhh! How annoying! I hope you get your refund soon, so you can just be done with them. So frustrating. Bad customer service from such a well known brand. Shame on them.
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Jan 11, 2016 @ 07:43:21
That’s just it, such a big brand, such bad service with pretty much all their customers who are suffering this issue! Well, it’s Monday now, let’s see if they bother to call!
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Jan 10, 2016 @ 20:29:23
Sounds like a nightmare! I’d be mad too, particularly with an item so expensive!
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Jan 10, 2016 @ 20:59:28
Yup indeed! Thing is it affects many people too!
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Jan 10, 2016 @ 12:07:38
This is a huge deal
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Jan 10, 2016 @ 12:25:51
It’s ridiculous Linda!!!
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Jan 10, 2016 @ 08:55:36
Bummer Ritu. I have a friend who complains by leaving a message on Facebook. He knows they will take it down. He even says they will in his message but hopes before they do some people who might think of buying hotpoint will see it first and he will keep posting until they deal with his complaint. It’s worked for him with Vodaphone, M&S and Next though apparently Sainsbury are more resilient. I did the same with a building company and struck rich. Best of luck
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Jan 10, 2016 @ 10:12:04
That can be my next step, thanks Geoff! It is so frustrating!!!
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Jan 11, 2016 @ 01:19:31
Just send the washing here. We’ll have it done on no time!
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Jan 11, 2016 @ 07:45:07
You sure? I have a football player… That kit alone would turn most stomachs… And washing machines! Lol! Thanks for the offer!!
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Jan 12, 2016 @ 20:10:13
Believe me my rugby kit has to have been far worse. I’m still finding gravel in places… Well anyway hope it’s sorted but if not just say the word…
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Jan 12, 2016 @ 20:30:30
There have been two updates since this post Geoffles… it is far from sorted, but I have also posted links to all 3 posts on the HOTPOINT FB page too! No doubt they will get deleted, but hey!
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Jan 13, 2016 @ 01:54:43
Well done . Keep smiling
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Jan 13, 2016 @ 07:48:57
Let’s see what happens now eh!
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Jan 10, 2016 @ 08:50:54
That’s insane. Here in the US we have the Better Business Bureau…they have an online site and if you submit a complaint you literally get a response a couple days later…..do you have anything like that there? BTW MISS YOU!!!!
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Jan 10, 2016 @ 10:09:35
Hey babe!!! Oh yes there are bureaus here we can contact, but I guess we are giving the chance… Come Monday, if there is no call, things will be going loco!!!
Miss you too babe! 😘 Where’s my snow? You got any????
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Jan 10, 2016 @ 17:23:32
No snow. yet…it has been unusually warm…almost 60 on Christmas Day! Its 57 and pouring rain today! You know I will dedicate my first snow picture to you♡♡♡♡♡
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Jan 10, 2016 @ 18:11:55
Yay!!! It’s pretty wet here today too!!
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Jan 10, 2016 @ 01:37:16
tweeted
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Jan 10, 2016 @ 10:06:57
Thank you Tessa 😊
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Jan 09, 2016 @ 22:36:37
Oh dear oh my…. Another nightmare!! That is one scary concern, and to have the fear that at any given moment your at risk of injury or worse 😱
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Jan 09, 2016 @ 22:52:03
It’s awful!!?
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Jan 09, 2016 @ 23:12:40
I have only heard of dryer lighting on fire in the past from lint, but know have
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Jan 09, 2016 @ 23:36:23
There is apparently some mechanical fault within many of their machines…
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Jan 09, 2016 @ 23:55:59
No thank you. That’s all I have to say . yikes!_
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Jan 10, 2016 @ 10:06:28
😳
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Jan 09, 2016 @ 23:13:24
But from “lint” knowing The possibility is inevitable is quite frightful for sure.
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Jan 09, 2016 @ 23:36:46
It’s really scary!
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Jan 09, 2016 @ 21:03:47
Oh that is awful, scaring and maddening. I hope it gets worked out and soon.
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Jan 09, 2016 @ 21:07:05
Fingers crossed Donna!
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Jan 09, 2016 @ 20:31:21
This is crazy! Nobody has time to deal with this. What a pain it is for you guys!!!
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Jan 09, 2016 @ 21:10:38
It’s a total pain, but there are many people affected, so you’d think they would get their systems sorted out!
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Jan 09, 2016 @ 21:21:56
Let’s hope it’s fixed soon for you and in the meantime, be safe!
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Jan 09, 2016 @ 21:41:24
Thank you ☺
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Jan 09, 2016 @ 19:13:09
Really so bad of them. I hope you get it sorted quickly. I just tweeted it. Good luck with getting your money back
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Jan 09, 2016 @ 19:16:57
Thank you Geetha, I really hope something gets sorted!
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Jan 09, 2016 @ 18:23:22
I am appalled and disgusted that this is taking so long to resolve, Having a hazardous piece of equipment is no joke, and having two is bloody scary! I hope this gets sorted out soon Sis.
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Jan 09, 2016 @ 18:41:33
Fingers crossed sis ☺
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Jan 09, 2016 @ 17:24:23
We use Samsung for wash and electrolux for dryer. LOVE the washer, hate the dryer. I am not buying electrolux again.
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Jan 09, 2016 @ 17:25:53
Yeah, I’m liking the Samsungs too, will see now, what the replacement will be!
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Jan 09, 2016 @ 17:27:10
I had gorenje in Paris. Love it!
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Jan 09, 2016 @ 17:10:10
Wow. Never buy Hotpoint. This is ridiculous. Just the annual leak would make me not buy it. But the horrific potential fire hazard…. You made the right call deciding to go a different company with the appliances.
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Jan 09, 2016 @ 17:13:43
Thing is We’re still waiting for the guarantee that the promised refund will appear! It is ridiculously frustrating!!!
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Jan 09, 2016 @ 17:03:27
Ah, the saga of the washing machine. I did a post on ours way back in 2014.
This should make you smile. Ours have been indesit machines, which are, oh yeah, a subsidiary of hotpoint apparently!
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Jan 09, 2016 @ 17:12:28
Sooooooo frustrating!!! I just read your post too!
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Jan 09, 2016 @ 16:57:07
Wow. Don’t blame you for being angry.
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Jan 09, 2016 @ 17:07:34
And it takes ages for me to get angry Charles!!!
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Jan 09, 2016 @ 16:19:42
Shame on Hot Point! I am so sorry
you are having to struggle through this.
I hope it is resolved soon, you deserve better!
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Jan 09, 2016 @ 16:38:36
Thanks Becky. All their customers deserve better, lets be honest. They are a huge conglomerate!!!
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Jan 09, 2016 @ 16:18:54
OMG…. this is the most annoying story about household appliance I have ever heard. Of course you are fuming and I am surprised by your tolerance throughout this time. I mean you have laundry to do! Those things are supposed to make the household easier and not being the cause of struggle. You should definitely switch the brand!
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Jan 09, 2016 @ 16:37:55
As soon as we get the refund we’re switching sis! You know what it’s like, as a parent… Families have laundry NEEDS!!!!;
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Jan 09, 2016 @ 16:40:28
I totally do. That is what stressed me while reading to be honest! I would have fumed long before!
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Jan 09, 2016 @ 16:42:29
And the fact it happens in winter… Every year! Not good, at all!!!
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Jan 09, 2016 @ 17:03:03
That is really crazy! Now you have it hanging all over the place….
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Jan 09, 2016 @ 17:08:13
Exactly sis, and dealing with muddy football kits too, not fun!!!
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Jan 09, 2016 @ 17:40:04
I hear you!!! Really hope you soon have this problem fixed (or exchanged). I would for sure invite you to come over and feel free to use my washer and dryer and meanwhile we’ll had a chat and a cup of tea ….but …. hmm…
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Jan 09, 2016 @ 18:41:02
Aw bless! That is so sweer sis!
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Jan 09, 2016 @ 19:45:53
Wouldn’t that be fun 😃
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Jan 09, 2016 @ 21:07:45
Oh it would indeed!!!
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Jan 09, 2016 @ 21:38:19
Let’s keep it in mind 😘
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