Hotpoint, arrrgggghhhh!! What are my options??

[kwatt]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Disgruntled_Hotpoint wrote:Kiddo66, you maybe one of the good guys who visited me, and spent time trying to fix it. But hey, it ain’t the engineer im blaming here its the poor quality of the machine.

Hi DH,

I can tell you, in relation to the quoted comment, that there are a few Indesit/Hotpoint engineers that feel the machines aren’t exactly brilliant, but they have to deal with what they have to deal with.

I saw a great line on here and I can’t recall who’s it was but in this instance it rings true and went something like, “we can’t make a cr4p machine any better, but we can make it work… if only for a while”.

Even the Indesit/Hotpoint engineers can’t really change the fundamentals but I can assure you, a lot of them do try as best they can with what they’ve got.

K.

[Disgruntled_Hotpoint]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Hi Kwatt

You have said exactly what I was trying to say in in my post above.

If the machines were built to last then I wouldn’t be calling out the engineer and so wouldn’t be on here asking for advice.

Disgruntled_Hotpoint

[kiddo66]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Anyone wanna buy a slightly used (just over a year) burnt out Hotpoint machine (nice smells by the way, and the smoke detectors work in the house, lol)?

You stated at the start of your postings that the machine was 21 month old 😉 Time flies i suppose.
I am not going to get into a”war” i just want to put you straight on a point of fact.D&G pay upfront for the repairs that Hotpoint carry out on their behalf,they give the company a lump sum at the start of the year and when its gone its gone.D&G will make all the right noises but are paying for nothing not even a replacement machine,I am sick of going into houses to be told “D&G say i can have a new machine if you say so”
B******s they will i know ive tried as soon as you ring them up its”oh you have to ring Hotpoint”
As Kwatt rightly stated we have to work with what we have and one thing i do know is that i never have anyone on my patch that has had that many visits because I have a good bunch of engineers around me and it wouldnt drag on like that.
If your machine has caught fire and there were flames then i would be suprised if any attempt were made to fix it.
As I am employed by Merloni i cant go into too much detail on this but if you pm me I will give you my opinion on it.

[Disgruntled_Hotpoint]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Hi Kiddo66

I have spoken to D & G this morning who told me to get the engineer out (again). He is to do an asessment on the machine and to call D & G whilst he is there. They will then decide on the appropriate course of action on the phone (but it doesn’t involve another quick fix).

Apparently D & G will only replace a machine if its deemed necassary by the engineer? So who will actually athorise a replacement? According to you its D & G and according to D & G they will only persue this if the engineer says so? Someone must have to take responsibilty on this as Im am so fed up. To be fair, D & G have no problems with replacing the machine as long as it is actually broken (burnt out module points to broken in my opinion) and the engineer confirmes it is broken. So it appears the replacing of a washing machine falls both into the engineers hands and D & G afterall. But the problem comes when all Hotpoint wants to do is replace the parts (as already pointed out, if the parts are avaliable then they will be replaced). My point is, just how many times does a machine need its parts replaced (when does it become beyond economic sense to replace more parts to last 30 days?)

You point out the the machine is 21 months old, 8 of those months its been out of action and you say that if it were your patch then this wouldn’t have happened (i have a funny feeling about this). Yet you say you can’t authorise a replacement? What would you have done different to the umpteen engineers who have visited (i think i counted around 8 different engineers)?

As I have already pointed out, you can throw as many engineers as you like at it, but if the machine is poor quality in the first place then you don’t have a hope in hell in sorting it out whatever you try as its the machine thats at fault. Im not the only person who has had more than 5 new modules believe me, but is this down to the engineer or cr$p parts?

By the way PM sent.

Disgruntled Hotpoint

[hotpnt]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Hi, disgruntled, sounds like you have had a rough time, but i will back up kiddo 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}, engineers do not have the say on wether a machine will be replaced, an engineer can recommend it but in 99.999{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of times it will be rejected, if you are being told its up to the engineer then you are being fobbed off by the person who tells you this.

[helo_75]

im not gonna repeat myself

went to an indesit widl thing today… usual stuff, module burnt out, harness fried

3 minute phone call to d&g.. machine gone… customer over the moon

looks like engineers DO have a say in whether its b.e.r

are there any customers around who HAVE had the experience? ime sure theres plenty

dont work harder, work smarter

[kiddo66]

Re: Hotpoint, arrrgggghhhh!! What are my options??

You work for Comet don,t you.
Let me repeat myself Merloni employed engineers working on D&G contract covered machines CAN NOT write the appliances off for BER it has to be repaired if the parts are available.
We are also measured on how many appliances we exchange for any reason so it isn,t the easy option for us.
That machine you were at today would have had a new harness and module fit,both van stock items :rolls:

[hotpnt]

Re: Hotpoint, arrrgggghhhh!! What are my options??

sounds like comet guys get is easier then, like kiddo says, any merloni engineer would have to fit the parts, there is no way out, ur lucky helo

[Disgruntled_Hotpoint]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Can I just say that all I have asked is that someone takes responsibilty regarding this frankenstein of a machine. Twice it was referred for an exchange with Hotpoint themselves, twice it was rejected.

Surely, as quoted previously, theres a point where you have to call it a day. So far I know that the best part of £900 has been spent on this machine, and yet it still won’t last for more than a month. The machine only cost us £350, so wheres the sense in all of this?

Yes i know its down to D&G to replace the machine (which they’re quite willing to do, as long as the engineer says that there is a fault). Unfortunately last time the engineer visited he could find no fault and as such it was deemed as a working machine which didn’t need replacing.

So in my mind, I find it is actually down to the engineer who has the final say (is it broke or is it working, hmmm) and many will agree the ball is in the engineers court over this. Some will also disagree over it, but hey thats Merloni all over, no-one can make up there minds.

We are also measured on how many appliances we exchange for any reason so it isn,t the easy option for us.

Nice one kiddo66. Really sums up Hotpoint in one sentence. Lets think of ourselves and not the customer who has endured 12 months of visits and breakdowns (most of my holiday spent waiting for engineer visits this year). As long as im alright jack. But your also saying in that sentence that you are measured on how many appliances you exchange, but then you come on here and say its nothing to do with the engineers, arrgghhhh!!! So what is the truth in all of this?

I do hope people read this post in future to see what sort of great, cough, service they will receive with Hotpoint/Merloni. I have a feeling this post will not die a death and indeed, my other posts on other forums has sparked a real debate about all of this, and boy is it getting around. You think this thread is long (4 pages) shissshhhh.

Any chance of making this a sticky just so other people can appreciate Hotpoints wonderful attitude to there customers? Oh, and I’d like to award Hotpoint Customer services with the best in class award, for the worst customer experience ever ’cause no other company has treated me like this in the whole of my life’.

Future customers of Merloni, you have been warned.

As previous, I await the flak attack.

Disgruntled_Hotpoint

[superfix]

Re: Hotpoint, arrrgggghhhh!! What are my options??

It doesn’t matter what manufacturer you work for, they are a REPAIR company not a replacement company.

I also work for a major maufacturer (luckily they are better than Merloni) and we again are often told by customers “D+G said they will replace it if you say so”.

This is quite frankly crap, all we can do is give an estimate. It is then D+G (or whoever) that decide if it is BER.

I agree with Hotpnt, you are being fobbed off.

[helo_75]

can i just ask, , regardless of what the merloni guys say, what exactly does it say on the bottom right hand side of your policy?

quote it here, please

bottom line… would YOU let anybody repair your appliance, after seeing flames shooting out the bottom?

why doesnt common sense prevail.. this is not about engineering skills, or company ethics, its about customer safety, satisfaction, and customer relations!
you get that word , customer?

sometimes, common sense has to prevail!

maybe i got it easy, and we’re told to write nothing off either (after all, it costs money), but you got to look at things on individual merits, and sometimes, a write off is the best option

the upshot?

you get to keep your customer, and their family and friends etc, word of mouth can be as much a bad thing as a good thing

i wonder, regardless of what happens, will digruntled allow another merloni machine in their property?

[Disgruntled_Hotpoint]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Not on your nelly helo, never ever ever.

I’ll have a check on my policy tomorrow and report back what it says helo as im intrigued now.

My other half reminded me tonight (which I had to chuckle at) that one of the engineers even blamed her for the way she used it. Really, and how does using the machine in a certain way manage to equate to the self distrcution of the module.

Its simple for both me and her, you turn the dial to program ‘f’ you put the tablets in the drawer, and press the go button. Where amongst all that does it constitue to the vandalism of the module (6 times)?

Disgruntled_Hotpoint

[kiddo66]

Re: Hotpoint, arrrgggghhhh!! What are my options??

Well DH you will get no more arguement from me.I did try to tell you what happens in these situations via pm but you obviously didnt understand.
What you perceive as £900 worth of parts is in reality a small fraction of that considering the mark up on parts.
The multiple repairs are not PAID for by D&G if we revisit any machine in under 12 months for the same fault we dont get paid.
D&G impose strict guidelines on any exchanges put forward by US and if parts are available irrespective of number of visits it has to be repaired.
As superfix has said you have purchased a repair plan not an exchange plan.
Helo is referring to a clause on SOME D&G policies that state if a machine requires a certain amount to be spent on it then dependent on age it will be replaced with an equivalant model.
I stated in the PM the way that i think this should go and I hope you get a satisfactory outcome but you dont know me so dont presume I am selfish and couldnt care less about my customers because you couldnt be farther from the truth,on the other hand I am realistic when it comes to dishing out exchanges(under guarantee before you start)as some customers have been known to embelish the facts slightly.
Good Luck
Kidd66

[frostie]

Re: Hotpoint, arrrgggghhhh!! What are my options??

heres what to do.

if the machine has been on fire then hotpoint/merloni will replace it FREE OF CHARGE.they will send an engineer to do a report on it (i know i did one recently due to an wiring loom) and that machine was nearly ten years old. fires are taken very seriously.photographs will be taken ,a report with 6 copies will be compiled,you,ll get a copy.and the machine will be taken back to the factory for scrutiny.

[Disgruntled_Hotpoint]

Re: Hotpoint, arrrgggghhhh!! What are my options??

😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀 😀

We’re getting a new machine, we’re getting a new machine!!!!

Yes we are, yipeee

Im looking at a Bosch, but which one?

I’ve spotted both of these:

Bosch WAE2446SGB
Bosch WAE2446BGB

Which appear to be the same machine but one is silver and one is black.

However, I have seen this one also:

Bosch WAE2416S

What do people think about these? And would I be better off going for the cheaper one?

What about if we still wanted a washer/dryer? Are we going to be better off with a Bosch?

Something like:

Bosch WVD2452

Or will I be back to square one with all the problems associated with washer/dryers?

Indeed are these wise choices at all? Would I be better looking at AEG, Zanussi instead? What about smeg?

Just want something which isn’t Hotpoint/indesit etc etc

Any advice would be appreciated.

Cheers

DH

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