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We bought two hotpoint washers (Aquarius+WF740)in Mar 2006, each costing £239.99, one for ourselves and one for our son. Everything was OK until my son’s washer broke down a month later. My daughter-in-law promptly called the Hotpoint serviceman only to be told that the machine was a ‘B grade’ machine and was not covered by the one-year guarantee. The serviceman told us that because the serial no. on the back panel was different from the no. on the door, the machine was a ‘grade B’ machine. We then contacted Fires-Cookers.co.uk and was assured that both the machines were covered under 12months’ guarantee + 5 year parts warranty. Their salesman even went as far as to say that the Hotpoint serviceman was mistaken. Fires-cookers did arrange for a replacement machine to be delivered in the end. Unfortunately, the same mis-matching serial numbers seemed to occur again even on the new replacement machine. After months of argument with Fires-Cookers, I finally contacted Hotpoint and received an email confirmation directly from Hotpoint that the machines delivered to us were indeed ‘B grade’ appliances and did not come with any guarantee. Hotpoint stressed that ‘B grade’ appliances were sold from their factory outlet and were called ‘B grade’ because there was some kind of damage to the appliances.I just wonder how Fires-Cookers managed to get hold of these ‘B grade’ washers and pass them off as ‘A grade’ appliances on the internet. Most deceitful!!!
To date, I have not had any satisfactory explanations from them. We are still waiting for Fires-Cookers to replace our ‘B grade’ appliances with ‘A grade’ as we had paid for…………….
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
cast wrote:To date, I have not had any satisfactory explanations from them. We are still waiting for Fires-Cookers to replace our ‘B grade’ appliances with ‘A grade’ as we had paid for…………….
Where , either on their website or in the paperwork you were supplied, does it state you actually purchased ‘A’ grade appliances?
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
Martin wrote:
cast wrote:
To date, I have not had any satisfactory explanations from them. We are still waiting for Fires-Cookers to replace our ‘B grade’ appliances with ‘A grade’ as we had paid for…………….Where , either on their website or in the paperwork you were supplied, does it state you actually purchased ‘A’ grade appliances?
From ‘terms and conditions’ on Fires-Cookers.co.uk website, clause no. 20 stipulates ‘All items carry a minimum twelve months parts and labour guarantee issued by the manufacturer.’ This is contrary to the email reply from Hotpoint which states that ‘according to the model number shown on your picture, this is a ‘B grade’ appliance. ‘B grade’ appliances are sold from our Factory outlet store and are called ‘B grade’ because there is some kind of damage to the appliance. B grade appliance do not come with a guarantee.’ For this same reason Hotpoint’s serviceman refused to carry out any repairs under the guarantee. If one buys anything on the internet from a reputable merchant, one expects to be given top grade product unless it is stated otherwise on the website. Do you not think so?
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
cast wrote:If one buys anything on the internet from a reputable merchant, one expects to be given top grade product unless it is stated otherwise on the website. Do you not think so?
I totally agree, and therefore in order to resolve this issue you will need written proof/assurance from Fires-cookers that they will honour the guarantee in the event of any dispute with Hotpoint. 😉
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
I have never worked in the white goods industry, (unless you class mirowaves as white goods), HOWEVER, I spent many years in the brown goods sector, working for a retailer, a service agent, and a certain well-known Japanese manufacturer.
What we have here is a typical retailer/dealer trick.
This business has nothing whatever to do with the manufacturer, (even if it is they who provide service back-up). Since you have paid your money to the dealer, (in this case Fires-Cookers), your contract under the Sale of Goods act is with THEM, not with the manufacturer.
When I was employed by that Japanese company, we were forever getting calls from members of the public who had bought one item or another, and had experienced a problem, only to be told by the retailer to contact the manufacturer for a replacement or a refund, even though they knew dammed well that it was up to them to sort out the customer’s problem and then for them to seek a refund from their supplier, (the manufacturer).
The white goods industry is a bit different in that the manufacturer still provides the service aspect, BUT that assumes that the retailer has not bought out the warranty, as may well have happened in this case. If this were to be so, the service support may well be provided by a third party service organisation, in which case Hotpoint would be within their rights to refuse to carry out a warranty repair. HOWEVER, if they knew that the item had been purchased from an outlet who had bought out the warranty they should have told you at the outset and not sent an engineer first.
Exchanging emails, phone calls and letters will get you nowhere, except running round in circles.
The best thing you can do is to complain to the Trading Standards dept of your local council, (although you may well have to complain to the same dept at Leicester Council, as that seems to be where Fires-Cookers are based).
Also contact BBC Watchdog, and tell Fires-Cookers that you have done so…. it tends to concentrate the minds of such people wonderfully!
Don’t struggle with this yourself…… get some help with it, that’s what Trading Standards are there for, (and what you pay council tax for!).
Wishing you the very best.
Lee
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
Maclee wrote:
Don’t struggle with this yourself…… get some help with it, that’s what Trading Standards are there for, (and what you pay council tax for!).Lee
😛 Many thanks for the advice. Had already contacted Consumer Direct and BBC/watchdog. Fires-cookers’ response has been quite positive in the last 24 hours………..
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
🙁 There is still no confirmation forthcoming from Hotpoint and Fires & Cookers although they promised to do so over a month ago. So what is preventing Hotpoint from confirming that the washers are ‘A’ grade machines? I wonder !!! ……………
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
are any hotpoint washers a grade these days?
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
Promises, promises……….still no written words from either Hotpoint or Fires-Cookers!!!! 😡 Should dishonesty be tolerated these days ❓
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
Time to use the “Official” channels. Time to get your local Trading Standards involved…… The others won’t really get going unless they burn your house down, thus making you “news”.
Penguin45.
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
I wonder if anybody out there has had similar experience with Fires and Cookers and/or Hotpoint/Indesit? ❓ 😕
Re: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
I would agree with Penguin that it is time to speak to your local trading standards people. They have the clout to look at this and if necessary prosecute the firm that sold you the machine as an “A Grade” machine when in fact it is a “B Grade”.
Again, on the lines of my earlier post to another thread, I would write by Recorded Delivery Mail to the place where you originally bought the machine from. Write to the MD, and also write to Executive/MD Office at Hotpoint/Merloni Group Head Office. Tell them that unless this matter is sorted out once and for all, you will pursue them further via Trading Standards, BBC Watchdog Program and the Small Claims Court. (If you are on a low income/benefits you can claim exemption from the court fees)
Indesit Company UK Ltd
Morley Way
Peterborough PE2 9JBFailing that why not write to the Executive Office in Italy?
Indesit Company SpA
CR/P IVA 00693740425
Viale Aristide Merloni, 47
60044 Fabriano – Ancona – ItalyBest of Luck
WQRe: ‘B’ grade hotpoint washers sold as ‘A’ grade on internet
Many thanks for all the useful comments……..I shall consider writing to Indesit in Italy directly in the meantime!! 👿
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