Hotpoint Washer Dryer WD640

[admin]

In 2001, I purchased a Washer/Dryer, which I believe was a WD64. Ten months after purchase I had a problem with the dryer not heating up. You sent an engineer to fix it. After he left I put a load in to dry. The dryer got hotter and hotter and we could then smell burning. When I checked the machine I found that it had burnt up £160 worth of clothing and nearly resulted in a kitchen fire. Despite having an extended warranty with you and Domestic and General nobody wanted to take responsibility. The machine was replaced at this time but the clothing was not. Within the year the same problem occurred and the machine was replaced. Within 9 months of receiving machine number 2 the same problem occurred and it was agreed that a replacement machine would delivered. Once again I had problems with the Dryer and Hotpoint said they would replace it. I then received Washer/Dryer number 3 a WD640. Machine 3 was in my home for 20 minutes before the next problem occurred. Which led to Machine number 4? Machine number 4 lasted 2 weeks before I encountered another problem with the Dryer and immediately got on the phone to Indesit.
Yesterday you delivered Machine number 5. Machine number 5 was a WD440, totally the wrong machine !! I am now awaiting Machine number 6 which I am told is now out of stock and I will be advised when you will be able to deliver. This level of service is totally unacceptable.

During all this time, I have taken at least 10 days off work to await delivery, 3 of those days you didn’t even turn up and nobody had the decency to even call and advise me that no machine would be coming. Two of those delivery dates I have waited in all day and then received a call to say that the machine was out of stock and not coming.

Your customer service has been pitiful. I have spent countless hours on the phone to your company going round your automated service which is very frustrating in itself. When I manage to get through to a human voice it has been very patronizing. I have asked to speak to someone in authority and told I cannot be put through. I have continually asked to be called back by a supervisor or manager, no one ever calls back and therefore has resulted in me chasing you all the time. There have also been many occasions when I have called in only to be cut off !!

I have had so much time off work at £80 per day just waiting for delivery from Indesit which no one seems too concerned about. Not too mention the clothing that we lost initially. The floor in my kitchen has been destroyed and I am currently having to have that replaced which I understand you will be paying for.
The people I have spoken to don’t seem to have the authority to deal with any kind of compensation and at one point a gentleman in your customer service named Ben Brown refused to put me through to anyone higher. He actually had the audacity to tell me that he was not prepared to put me through to anyone higher than himself. Either I dealt with him or he would hang up on me !

Quite frankly the level of service I have received from your company is absolutely disgusting. No one cares at all. I also understand that I am not the only person who has received bad customer care from yourselves. I am quite frustrated with the service I have received. You seem to have no problem taking the £450 for the machine !

So far I have received two lots of £20 compensation and another £30 is on its way but I really feel this is a spit in the ocean in comparison to the amount of money I have lost in earnings not to mention my phone bill.

I have now lodged a complaint with Consumer Direct, a division of the Trading Standards, ID number LR-CC-12089 and if I do not receive some kind of satisfaction from your company I will be pursuing this. I have also written to BBC Watchdog and the National Newspapers a copy of all this has been forwarded to my solicitor. I am sure that this kind of exposure is not good for your company.

I am very very unhappy with the service I have received from you and if this is not resolved to my satisfaction I will be taking this matter further.
I await your immediate response on this.

Sincerely

Mrs. M Johnstone

[Dave_Conway]

Re: Hotpoint Washer Dryer WD640

Should this not have been sent to Hotpoint customer service Michelle ?

Although we sympathise with your problems, this is UK Whitegoods, a website run by Independant engineers and appliance companies.

Although someone from Hotpoint may read this I would urge you to send it directly to them.

Regards.

Dave.

[mathewj]

Re: Hotpoint Washer Dryer WD640

Hello,

Sent an email to

Cristina.Greaves@indesitcompany.com with kind attention to

Franco Secchi
Service Director
INDESIT COMPANY

[Author]

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