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Customer with parts and labour contract calls Hotpoint out on Tuesday 3rd April to repair washing machine not draining/spinning.
Engineer takes 5p out of sump and tells customer machine is fixed. Despite customers’
request for engineer to check machine properly, he left. Customer put a wash load on and hey presto machine stops with lights flashing everywhere as before. She called Hotpoint to get engineer back, but he refused to go and Hotpoint said it would be Thursday 12th before she could get a return call. She has two kids with medical condition where they need to be tube fed, but three kids in total. She got my number from a friend and asked if I could look at the machine. When I called door lock just clicked on and off when program start button pushed. Checked motor brushes and found them to be worn done, replaced brushes and hey presto machine back in action, and another happy customer!
Customer doesn’t think much of Hotpoint service, and neither do I.Re: Hotpoint Service
Customer should get her money back from Hotpoint… Plus recompense for the trouble
George
Re: Hotpoint Service
You assume the client is telling the truth.
Big mistake, more likely it just happened to fail on her next load, she may even have done several loads before the failure on that day, likely she had a full basket and placed on as soon as the tech finished.
S888 happens.
For many reasons
And amazingly its not always someones fault.
Show me a perfect human, I’ll prove there a liar.
Re: Hotpoint Service
have to agree with lee8 i work for said company and no way could the engineer simply refuse to go back without a good excuse also as many know work is not that busy at the moment i would be very surprised if the customer would have to wait so long for another visit indesit are offering sameday next day service in most areas at the moment
Re: Hotpoint Service
I have to disagree.. What are you saying here, that the customer changed the brushes to place the blame on the engineer?… I don’t think so. As AlanJ said.. The brushes were gone. That doesn’t happen overnight.
Re: Hotpoint Service
Not the first time i’ve been caught out when i went to a machine checked everything was working, so plugged into to the back to find the last fault detected was an F05 or F08 or something else, so you assume that is what the fault is,fix that and off you go, only for a day or so later to have to go back for the brushes, its not like the old days when the motor was on the top and it was easy to pop out the brushes on every visit to check them, but hey these were Hotpoints in them days not Indes$$^{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}^t’s like they are now.
Re: Hotpoint Service
I agree, Hotpoint are not what they used to be, however, I would be discusted to find having to wait a further week or so for a repair, and would place this on the engineers shoulders , not the customers.
Re: Hotpoint Service
As lee8 says “s*** happens” and in this instance the long Easter break may well be a significant factor to Hotpoint not being able to call back. It was an entirely different fault after all so you can hardly blame the Hotpoint guy for that. The happy ending was that Alanj got a job out of it so everyone wins and normal service resumes. 😀
Re: Hotpoint Service
Yup, that is a happy result for the woman and for AlanJ. Nevertheless, this is not the issue this time round.
The hefty callout charge of Indesit/Hotpoint for their repairs is indicative of a proper service repair and generally all common failure points should be checked on first contact.
Purely a matter of a difference of opinion and QOS here.
Re: Hotpoint Service
If you take your car to a garage for a ‘service’ you would expect them to check the brake pads. If you took it to them for a snapped fan belt you would not. 😉
Jim.
Re: Hotpoint Service
ROFL… Actually, yes Jim, as a service on a car covers the brakes too.
However, the problem here was “not draining/spining” .. now, as you know, that is indicative of water content in the drum or brushes (generally), even at my lowly charge-rate I would consider that both points should be checked, not just the one.
George
Re: Hotpoint Service
So you are giving me a cast iron guarantee that on every single machine you go to with a pump blockage, especially one with a front filter you then remove the motor and take out the brushes and inspect them. ❓
Jim.
PS Not draining is indicative of a pump related problem, not a non spin fault which is only a consequential problem. 😉
Re: Hotpoint Service
No Jim, not at all times. It is generally dependant on the machine and problem.. however, after finding blockages in the pump I would then ask the customer to load the machine with a full weight load and put the machine on spin.
George
Re: Hotpoint Service
Not all Manufacturers Engineers are bad, although I had some issues with one of their chaps last year who called to a friends Washing Machine with NO EARTH serving the appliance, Motor Carbons worn to excess, Coins in the pump and the guy diagnosed that a timer was required !
Every Service operation seems to have a few mavericks on the payroll and we are all human given to errors now and then. But the earth thing really bothered me and in these times of H&S and polices adopted by companies like Indes*it coupled with the costs those such errors should never occur
Re: Hotpoint Service
Allsorts wrote:however, after finding blockages in the pump I would then ask the customer to load the machine with a full weight load and put the machine on spin.
I must make a note, handy tip is that, thanks George. 😉
It was nice of Alanj to share this one event with us I reckon. Though it only goes to show that with the benefit of hindsight we ‘engineers’ are all too quick to put the boot in when the need arises.
“He did what?….surely not?”
“Did he take the back off?….that’s the first thing I would have done!”
“He checked the wall though socket did’nt he?….why ever not?”
“He went outside and checked the vent though eh?….no, why not?”
“What?…didn’t even pull the machine out to check it?…well I never!”
😈
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