To think that Hotpoint are a disgrace of a company

[Dorissey]

Quick version.
I had a Hotpoint dryer of the "might randomly set on fire" variety. After some complaining they sent me a new dryer. I'd not had it long when it broke down. It tumbled, but it did not dry. It didn't produce any heat. They sent an engineer round, who fixed it. It broke again. Same thing. They sent an engineer round, who fixed it. it broke again. Same thing. They sent an engineer round, who fixed it.

Guess what. It's broke. Same thing.

Hotpoint are generously offering me a free repair.

I think that there is something fundamentally wrong with the dryer for it to keep breaking. It has been 10 months since the last time, but that's just a fluke I think. Other times it was 3-4 months between breakdowns.

Customer service won't even speak to me on the phone. I can't get through and they won't ring me.

I've even emailed the chief exec but haven't had a reply.

Honestly, I have absolutely no faith or trust in Hotpoint (or their associated companies). I'd really like some money back on what I initially paid for the dryer, but at a push would probably accept a replacement.

Is that unreasonable?

Is this who you emailed?
[email protected]

I emailed and got an answer with appointment the next day.

Yes Longdistance that's the email I used.

I've been offered another free repair. I really don't think I should have to accept one. I've tried looking at the consumer rights act, but I don't understand these things well enough to quote the right bits and make them listen. All they do is say no to replace or refund and offer repairs. It's been over 24 hours and I've not had a phonecall either. I can't bear to ring them back and spend another hour or more being passed round.

You'll need to go down the small claims route.

This thread has highlighted who not to buy white goods from.

I bought a 'fire hazaard' just a few weeks before the situation came to light. Fought for months for a replacement as it was brand new (4 weeks) when it effectively became unfit for purpose so I was unwilling to accept a modification. They did cave and send me a new dryer. Just over a year later the belt broke, I had to argue to have that repair FOC. Now the thing doesn't work properly at all.

I had 1 dryer which broke after 2 years and I replaced like for like. We then had the recall notice a year later. I went on the waiting list. 6 months later my Hotpoint dishwasher caught fire. Luckily I was home and was able to stop the fire with my fire blanket.
I then got rid of the dryer as I don't trust Hotpoint not to kill my family.
I had phone call to book in the repair and explained that I have got rid. I now get upward of 4 phone calls a week from them to book in my repair and it's driving me round the bend!

small claims court for a full refund (assuming you're in the UK). It's much easier than you think.

Ring them up and state they either give you a replacement or refund or you'll take them to a small claims court.

Hotpoint never fixed my elderly parents dangerous dryer. They gave up eventually and got a different brand. I wouldn't be surprised if Hotpoint are prosecuted over the fridge freezer that started Grenfell Tower fire. It definitely malfunctioned. Without it no fire. Obviously there are lots of failings which lead to the disaster but that was the initial cause.

I've been saying for a long time that they would end up with blood on their hands. I didn't know that the fridge in Grenfell Tower was a Hotpoint but I'm not surprised. I'll never, ever buy one of their appliances ever again.

Someone needs to email them a link to this thread

When they "fixed" my dryer they seemed more concerned with upselling washing machine cleaning stuff

I have no idea where to begin with small claims. And what if lost? That would cost me money wouldn't it? and I'm far to skint at the moment. If I had any money I'd buy a new (not hotpoint) dryer!

I have rung them. kali110 I've asked nicely, cried, begged and shouted.

There is a lot more you can do. Contact Trading Standards for advice and action, contact Watchdog for same, make a formal complaint in writing (send by recorded delivery with FORMAL COMPLAINT in huge letters at the top). Before writing the complaint, Google "appliances fit for purpose" as this is currently covered by EU legislation
. Make sure you understand the consumer rights you have. That's time well spent. What they have done is unacceptable but there is lots of info available to help you. Good luck!

Tell them you want a refund or a replacement or your next call with be first to report them to trading standards and then to file at small claims.
An item is meant to be fit for purpose, this has broken down 6 times, it clearly is not.
I think they will either give you what you want, or if you do file a claim they will give in.
I can't see you losing.
Keep all correspondence, make sure you've given them chance to rectify.
Print out any twitter/facebook/emails as evidence.
Keep any copies of them coming out to fix it.
Say they've got 5 days to get back to you with a refund or replacement or you will go forward.
It costs (appros £60 i think) to file a claim), don't let them win.

I keep emailing Maurizio Pettorino, but keep getting referred back to Waleed in customer services who says that a repair is their final offer, as it's been in working order for the last few months, but it hasn't. We could only do very short cycles, and it's still screwed up.

The engineer reckons hotpoint panicked after the fires and fiddled with all the thermostats so they trip out at a much lower temperature than they should do.