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Hi Guys,
had a call to a customer with WMA Hotpoint. The drum weld was scuffing slightly at 6 0’clock position.Weld looked ok, so assumed drum had distorted slightly. Told her to call Hotpoint as parts were under 5 year warranty. She phoned back next day to tell me that, because she hadn’t sent back the registration card, she had no 5 year parts cover.I think that is pretty poor customer service, as when I worked with Hotpoint the 5 year warranty was standard without registration. What if your registration card gets lost in the post? 😥 What a rip off!! 👿
Alan
Re: Hotpoint 5 Year parts warranty
As far as I am aware that is not the case, I have not heard of anyone being refused an under g/tee repair in these circumstances. I wait to be proved wrong.
Even if the customer does not have the invoice they have always accepted the date code as proof in this area.
Jim
Re: Hotpoint 5 Year parts warranty
Hi Alan,
she will get her parts warranty if s/n shows it is under 5yrs, if it shows just over then she will need proof of purchase. No change in policy. doesnt matter if registered or not.Re: Hotpoint 5 Year parts warranty
Hi Guys,
machine is only 18 months old. I don’t know who she spoke to but that is what she was told. I told her to try again, because I read another Hotpoint w/m manual for a machine almost 5 years old, today which does say in writing that there is an extra 5 year parts guarantee when fitted by Hotpoint engineers.
Alan
Re: Hotpoint 5 Year parts warranty
Didn’t see this before I posted Freebie from INDESIT CO a couple of days later
Re: Hotpoint 5 Year parts warranty
I had a similar one recently,Hotpoint WMA noisy.
Bottom counterweight had broken off with damage to the outer tub.
All I did was tip the machine back to let the weight drop out and tell the customer to ring Hotpoint.
They said that as she had let another repairer look at the machine the parts warranty was invalidated and I hadn’t even laid a spanner on it 😯
Next call was to trading standards,don’t know the outcome ‘cos I made a swift exit 😉Steve
Re: Hotpoint 5 Year parts warranty
Reading this post why are you guys not repairing these products?
To disregard repairs because the manufacturer added an additional form of warranty doesnt make sense.
I would definately condone making sure the customer is informed as too all their options. But even then, there’s nothing to stop you selling your service and taking the job even if the cost is higher.
I know many customers who have paid independents to have V2 drums fitted at twice the price. Why ?
Because they know the quality of service they are receiving.
You can often offer a quicker repair.
You have their trust. Dont abuse it but use it.
Again, tell them their options, tell them what you can do and how much it will cost, and do the job right.
They didnt phone Hotpoint, they phoned you….Tell them why its going to cost more. If you can pull the stops out it could pay dividends.Re: Hotpoint 5 Year parts warranty
Oh yes…… The five year warranty thing. Why should I debase my excellent reputation by over-riding the cheaper option for the customer on such a poor product? Sure, I can do a tank or tub half job faster. What I can’t do is improve the product…….. So in a couple of weeks time, when the module blows due to the door lock, the motor, the heater, well, pick a part really, shorting it’s my fault, isn’t it? Well, as far as the customer is concerned.
I’d really much rather not get involved.
Chris.
Re: Hotpoint 5 Year parts warranty
I’ve come across this “you must register” and I have seen the stickers on new product saying the same. still if you keep cutting costs and quality drops 5 years is an awfully long time to honour a gurantee.
wilf
Re: Hotpoint 5 Year parts warranty
wilf wrote: still if you keep cutting costs and quality drops 5 years is an awfully long time to honour a gurantee.
Yes Wilf , I agree but remember they`re collecting £90 labour charge every time (and parts at cost) which makes things a little easier.
A full 5 year parts and labour guarantee , only the very best and most confident manufacturers can offer that sort of guarantee IMO.
Bryan
Re: Hotpoint 5 Year parts warranty
The ‘you must register’ has been in the literature for donkeys years, it is so that Hotpoint/Indesit or D&G have your details to allow them to bombard you with mailshots pushing insurance on the labour etc.
As long as the customer has a receipt or the date code confirms the machine is under five years old then they would be on very dodgy ground if they tried to refuse a repair because you did not register, after all the postal service in this country has been known to lose the odd letter.
Jim.
Re: Hotpoint 5 Year parts warranty
I have heard this a couple of times recently where a customer has called Hotpoint and been told the machine is not covered because they had not registered. I wondered it Hotpoint are tightening up on this.
I tell the customer if you sent the card in, you can’t be held responsible for what either the Post Office or Merloni do with it!
Re: Hotpoint 5 Year parts warranty
Could this be a ploy for Merloni to finally rid itself of the free 5 year parts cover?
If they move the goalposts, and limit the availability, the end result will surely be a very marginal ‘take up’ of the scheme. Then, when confronted with questions, Merloni could be perfectly honest and say,”Well the response level received from customers was so low, that we have regretably decided to withdraw this offer due to the spiralling cost of the admin…….. :rolls:
Call me an old cynic; 😀 but for products that are often failing several times inside the first year statutory guarantee, the old Hotpoint 5 year pledge must be as welcome to Merloni as Scrooge’s chains.
The free 5 year parts warranty was instigated when the ‘real’ Hotpoint company was building good quality machines. The modern machines must be creating a huge black hole in Merloni’s finances, so how can such a scheme be workable today? Maybe it’s the writing on the wall for the parts warranty?
It is very difficult to recommend a new Hotpoint to a long-standing and staunch Hotpoint customer as it is almost certainly going to disappoint them. That alone is a shame. Then try and impose restrictions on the free parts warranty? Hmmmmm……….. 😥Steve.
Re: Hotpoint 5 Year parts warranty
Oh good, finally someone susses it, well done Aquelectric. 😉
I would think that the “FREE” five year parts warranty, from Hotpoint, Indesit, Candy or whoever is actually not exactly kosher under the unfair contracts legislation.
Shocked? Okay, I think a bit laterally so bear with me here…
What happens is that the warranty states that in order for spares to be provided FOC then they have to be fitted by an approved technician/engineer/person or however the manufacturer wishes to word the warranty, okay so far?
Well that ties the customer into using the manufacturer’s approved service only, at whatever they see fit to charge. So there’s no competition. In effect it creates a monopoly in some ways.
Still with me? 😉
K.
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