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Quick question to you all. Though I really just feel like venting.
‘Do hotpoint / Indesit provide satisfactory after sales service?’
Do any of you have some shocking stories to tell? Possibly some good ones?
I’ve had to organise a repair to an Indesit fridge freezer biaa134, which was under a month old. I’ve collected the machine from the customers house and supplied a brand new tlaa10 as a back up fridge while this is sorted. This is above and beyond the kind of service you could expect from the larger firms. I had expected the same level of care from Indesit. How wrong I was.
In short the first engineer came and diagnosed compressor failure. On a machine that’s under 28 days old? Ouch. Part put on order and second visit scheduled for a week later. At this point I’m thinking bloody hell but accepted that it was not a common part for going under guarantee. Second engineer showed up before the shop opened. And my next appointment has been rescheduled twice because they keep allocating engineers without the part. The girl in the service centre was willing to book an engineer out without the part??? Two weeks on and not a lot further. Let’s hope this engineer on Friday has the part
. I don’t really blame the engineers because they just go where the planner takes them, it’s just frustrating when everyone at the call centre gives you a different story. Part of me thinks the engineers have issues with the planning team equally.
So there it is. I’ve let my steam out and I feel abit better.
Rant over,
Tim
Re: Hotpoint / Indesit Service Centre
It’ll change when they kick out the computers,corporate greed, Sasha and Jordan and replace it with an educated person in an office of other well paid and educated people all pulling together.
Until then like the rest of the 1st world economies, we have to put up with this shit.
Re: Hotpoint / Indesit Service Centre
The problem with the engineer calling when shop is shut is caused by Crm it plans the route and times,also books the parts to which engineer is going to the call, local knowledge is thrown out the window engineers will just follow the times booked by Crm knowing they might not get access.
Re: Hotpoint / Indesit Service Centre
Ooh wow where do we start with this shower at Hotpoint. Had a call from a customer today who I went to a month ago and told her that the bearings had gone and it was BER by me, but Hpt might do it for their callout fee as it had 5 year parts guarantee.They persuaded her to take out the 12months warranty at £150 and replace the tank.They turned up a week later with the wrong tank then returned another week later with the right one. She used it for a week then it started flashing F03. Hpt said they couldnt turn out for at least another fortnight so she kicked up a stink and Hpt said they would reimburse her the £150. I’m going Monday with NTC and complete harness and boards (loads of these about due to so many drum failures).What a way to run your organisation. One way Hpt could alleviate this situation is by reducing the price of the tanks so independents could fit them and take some of the pressure off themselves but Hell will freeze over first methinks.
Re: Hotpoint / Indesit Service Centre
Why would anyone in their right mind shell out 150 quid to repair a Hotpoint anyway?
Re: Hotpoint / Indesit Service Centre
Hotpoint/Indesit don’t get many kind words on this forum, but they are Britain’s best loved household appliance brand (Superbrands UK). Not everyone wants to spend £150 to repair a Hotpoint, I agree, but many of these people will end up spending £300 on a new Hotpoint instead.
Yes, we do see some expensive early failures, but the same goes for most other mid-market brands, sadly now including Bosch. Replacement tubs for Indesit/Hotpoint machines are actually pretty cheap compared to many other brands.
In my view, we don’t do the repair trade any favours by slagging off particular brands. I doubt customers appreciate being advised they made a poor purchase decision.
There is a real danger of our views being jaundiced by the fact that, as repairers, we only see the machines that go wrong. We may bemoan the quality and durability of the latest machines when we see the first early failures, but give it 10 years, seemingly against all odds, we find out many of these same machines are still going strong.
Re: Hotpoint / Indesit Service Centre
Proof that nothing really changes, I remember being shown this film ( no such thing as video then) when I first started at Hotpoint well over 40 years ago. 🙁
Re: Hotpoint / Indesit Service Centre
Watching that video again I could ‘desell’ a lot of fitted kitchens. Often heard myself saying ‘Who fitted this then’,’bloody morons’ etc. As for slagging off certain brands I just diplomatically inform the customer that Hotpoint are not a good British brand anymore, its amazing the brand loyalty after so many years of foreign ownership. Ditto for Hoover and Servis. Customers ask for our recommendations and I try to be honest, so what do you say when they’re getting rid of their ageing WM or WMA do you recommend another Hpt?
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