Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Good grief

26 replies

HoneyDragon · 29/07/2016 13:58

Is it just me?

Good grief
OP posts:
StepAwayFromTheEcclesCakes · 29/07/2016 14:07

that is shocking, both on the grammer and the fact that they appear to be refusing to do anything.

Footyfan16 · 29/07/2016 14:09

Yes you defo need to get that mailbox cleared!

Original poster
HoneyDragon · 29/07/2016 14:09

FootyGrin I have, it was 50'000

OP posts:
Original poster
HoneyDragon · 29/07/2016 14:10

The appliance in question was burning and they wanted it kept in situ for three weeks to send a engineer out.

OP posts:
flanjabelle · 29/07/2016 14:12

They have replaced my faulty machine without ever inspecting it. That is a load of bullocks.

flanjabelle · 29/07/2016 14:13

Bollocks even. Bloody autocorrect.

Soapalert · 29/07/2016 14:14

Stepaway - it is grammAr GrinGrin

MLGs · 29/07/2016 14:17

They was well out of order, Op. They should of given you another one. Was it them that you brought it from?

StepAwayFromTheThesaurus · 29/07/2016 14:23

Oh we were feeling positively murderous about hotpoint two weeks ago. They said they'd send round an engineer to sort the death trap dryer. We got a weirdly specific-yet-vague text saying the engineer would be there between 12.34 and 4.34 (or similar) but no one turned up.

So DH tried phoning them only to gf passed around between departments no less than 8 times! He asked the third last person to pass him on to a manager but he lied said no manager was available. The second last person told DH that managers are always available so he asked to speak to her manager. She then tried to backtrack and claim it wasn't possible!

Eventually he got a manager who sorted it out. The engineer came today and presumably our dryer isn't going to kill us anymore.

It was kafkaesque.

NeedACleverNN · 29/07/2016 14:23

That is terrible customer service and a dangerous one at that.

Pestilence13610 · 29/07/2016 14:26

Take to twitter?

Original poster
HoneyDragon · 29/07/2016 14:30

This all happened at Christmas ...I don't want anything other than an explanation for, as others have experienced, the lies, the failure to log calls and make notes, the huge call times at my cost and the crappy attitude.

OP posts:
Original poster
HoneyDragon · 29/07/2016 14:31

That was the response from Twitter pestilence. They clearly have their finest on there Wink

OP posts:
DrawingLife · 29/07/2016 14:37

Dragon, sorry if you're aware of this but this problem (appliances catching fire) is well known and Hotpoint have been subject to a "You and Yours" investigation over this. I remember hearing it earlier this year, but not the content, sorry. I do think there was a recall or customers were entitled to a replacement etc. Shocking waiting times, I remember. Anyway, don't let them BS you and don't let them get away with it, they know there is a problem with their machines.

StepAwayFromTheThesaurus · 29/07/2016 14:41

I just had a look to see if I could find the direct phone number for the (actually helpful) manager that sorted it out for us. But alas I must have actually cleared out my bag!

ExtraHotLatteToGo · 29/07/2016 14:44

We was gonna buy an hot point two but choosed anover one dat was beda.

Pestilence13610 · 29/07/2016 14:51

I had a samsung fridge freezer that went a bit very wrong, google told me it was a known issue, they had some out to sort it in 2 days. All very polite and civilised. I would buy samsung again.

Moral of this story MNs don't buy Hotpoint, not only do their appliances catch fire (someone had another thread yesterday) also their customer service is appalling.

And to Hotpoint, we all cock up occasionally, decent customer service helps to stop your company getting a bad reputation and risking bankruptcy, your choice.

ptumbi · 29/07/2016 14:54

MLG - Grin surely you mean was it them you brought it off of?

ILostItInTheEarlyNineties · 29/07/2016 14:55

Grin ExtraHot
I was going to suggest replying;

Me and hubby wasn't verry pleased wiv you're last message and we was extremely not happy wiv custermer service, Yours sinsearley,

Original poster
HoneyDragon · 29/07/2016 15:00

I responded as thus....

Wow thanks for your in depth investigation and fabulous grammar. Did you miss the bit where you wanted me to keep the flambé fridge freezer in my house, with my children for at least three weeks to send an engineer to look at it? It's not that you were prevented from sending an engineer, you couldn't send one in good time. I HAD to get a second opinion and it was deemed unsafe. You explained you were busy due to Tumble Dryers and couldn't do anything. You wouldn't accept photos of proof and wouldn't offer to let D&G deal with it like other company's as "that's not the way we do things". I'm still waiting for an adequate explanation for your rubbish treatment of me in a dangerous situation. That wasn't one.

OP posts:
StepAwayFromTheEcclesCakes · 29/07/2016 15:06

Stepaway - it is grammAr of course it is Grin

pearlylum · 29/07/2016 15:29

I am astounded . 30,000 emails in your inbox- that must be slowing things down. Why not have a clean up.

flanjabelle · 29/07/2016 16:13

Good for you!!! Let us know if they respond. If not definitely start the formal complaints procedure.

Original poster
HoneyDragon · 29/07/2016 16:47

It was an error years ago when Sky changed to Yahoo.

Suddenly I woke up with eighty billion previously deleted emails. I'll get round to addressing it one day Blush

OP posts:
mrsfuzzy · 29/07/2016 16:47

hotpoint is owned by indesit, ariston and creda among others, hot point won't always be the bad guy.