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Just had a customer on the phone. She has a two week old Hotpoint FEW12. Basically a WMA machine that still appears to have escaped the dire Indesit module. She says that her towels are coming out ‘rough’ and shoddy looking . ❓
Not exactly sure of what she means without having seen her towels before and after.
I have advised her to use the Extra Rinse/Super Rinse ( not sure which this machine has) and use a fabric softener, which she was not doing, to compensate for the greatly reduced water levels in her machine.
Has anyone else had similar complaints?
Re: Poor wash complaints, new Hotpoint
We have sold quite a few Hotpoints recently but I have not had that as a complaint I must admit. Only complaint customers have is when you tell them that they are now only cold fill, but once you explain how it works they are okay.
Hotpoint FEW12 has a super rinse option on it HTH.
Don
Re: Poor wash complaints, new Hotpoint
Using conditioner on towelling is not advised Jim as it is a water repellent being grease based. You can use Bold 2 in 1 as that’s clay based to give the softener.
Extra rinse, yes.
When you say “rough and shoddy” what’s the exact state of them? Any pictures you can give?
K.
Re: Poor wash complaints, new Hotpoint
You can always tell if the towels have had fabric conditioner on them, water just runs off.
I have only just spoken to her on the phone, not actually seen the clothes. Also advised her to contact Hotpoint if she was still unhappy.
I will ring her and see if she can post some pics, I did point her in this direction. 😉
Super Rinse would be better than Extra Rinse, in theory it should fill to a higher level on all rinses.
Re: Poor wash complaints, new Hotpoint
Interesting thread….. as I have an ongoing problem with a 2 year old Zanussi jetsystem with exactly the same problem!! 😯 Crisp, rough towels would normally suggest a blockage, pump (or recirc pump) maybe detergent over-use. Not in this case! Everything checked out OK on first visit; even the heater.
Finally, I took the machine into the workshop after exhausting all the usual suspects for this fault; stripped and cleaned every part of the machine and rebuilt it. That was late last year.
Wednesday PM this week had to return to be told that the problem is still apparent and the customer has even tried different powders (even Bold 2 in 1). The towels were like a hedgehog’s backside! The only variable in her wash method was her sporadic use of conditioner; she only added it “when she remembered to”. 😯
I told her to use conditioner on every wash- there seemed no other explanation.
If it’s not a mechanical or electrical or ‘method’ fault what can it be?? This is a hard water area but this machine is, well, unique!! 👿
Great to find an answer…………………. 😕Re: Poor wash complaints, new Hotpoint
if this machine replaced an old machine with greater water use Ive had similar problem. customer even wanted her old 18371 back convinced that using more water it rinsed better as I couldnt test” before and after” I just had to rely on trying to persuade her that we realy hadnt had other complaints, which we hadnt…………….then we replaced a logic………same story
seem to me that some people have a more developed sense of touch!wilf 🙄
Re: Poor wash complaints, new Hotpoint
Whenever a customer complains of this problem then carry out this quick test. Ask her (or him) to provide you with the very towel wash in question. Put those towels in the machine and put on a ‘rinse only’ cycle. If, after a few short agitations there is evidence of soapy bubbles, then clearly the last time those towels were washed either too much detergent was used or they weren’t rinsed properly!
Do remember that towels need to be put on a ‘Coloureds 40 degree wash’ only and with the correct amount of detergent (and fabric conditioner option if required?) they should come out perfect every time.
It’s worth noting that even towels that are washed incorrectly often are much improved once they have been tumble dried (as opposed to on the washing line). As the action of the tumble dryer releases the fibres a great deal more and they feel softer.
Had they been washed correctly in the first place, they would feel very very soft indeed and like new. 🙄
Re: Poor wash complaints, new Hotpoint
Yes i have also had customer complaining that her wma does not get the towels soft like her 95 series did. No apparent fault found.
S.
Re: Poor wash complaints, new Hotpoint
It’s likely a rinsing problem, certainly sounds it but if someone can get a sample to me I’ll ask that it is checked out. Please make sure that you know it’s just been washed with the correct dosage of detergent, no conditioner and air dried so that there’s no chance of anything other than the wash process causing the issue.
The sample won’t come back as it will likely be cut up. 😉
As Martin says though it’s all too likely that it’s a dosing and/or incorrect program that’s the problem. You can also ask what program was used and look at the care label, in a lot of cases it’s immediately evident why there’s an issue as you get the old, “I only use…”
Aquaelectric, you could also ask the customer to try a maintenance wash and see if that helps as that should remove any crud in there and save you stripping it down.
K.
Re: Poor wash complaints, new Hotpoint
Customer tried 2 service washes at both 60 and 90 degrees – also got her to run it through on 60 degree wash with soda crystals as well – problem still apparent. 😯
So, I resigned myself to the fact that a strip down of the machine and a manual clean out was the ONLY way I could guarantee that the de-gunking (love that word!!) was successful.
Actually, there was very little to clean out when it was stripped down – no more than you would expect from a machine lightly used by 2 mid-seventies pensioners. 😕 So I took the machine back and gave them my special ‘chapter and verse, belt and braces sermon’ on the use of a washing machine.
But the damn thing is doing it again!! 👿 And the machine could not possibly get gunked up in that time; clean filter et all.
Trouble is, when you have been so thorough, your options and explanations become limited. I will ring them next week and see how it’s going – if it’s still bad, I’ll try and get a towel off them for you to test.Re: Poor wash complaints, new Hotpoint
trouble is with lecturing the customer is that they can take offence washing is a life basic skill not a new skill to be learnt like computers or dvd players. if a customer has used different machines and powders for years with accepted results and the new machine dissapoints then” trying to teach your grandmother to suck eggs” can soon look like your trying to find excuses for a poor product. I generally advise “trying different powders descaleing etc” once I even found out an old hoover manual to prove that old machinces took more water and “yes the new one works differently”
tread carefully trying to educate customers you can only lose a customer once!wilf
Re: Poor wash complaints, new Hotpoint
I’ve just scanned thru the replies on this one, so excuse me if I’ve missed the bl**din obvious.. Is it a hot & cold fill model ? are the hoses on the right way round ?????????????
Re: Poor wash complaints, new Hotpoint
This model did originally have H & C fill, pretty certain that the recent ones are cold fill only.
Re: Poor wash complaints, new Hotpoint
I have been called to this “type” of problem recently with a cold fill Zan.. The customer had moved house and fault started straight away. for some reason (can you recommend a good plumber ?) the red and blue levers where on wrong taps… the resulting “Hot” rinsing caused havoc.. ESPECIALLY after fast spin.. Was just a thought..
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