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Where do I start (seems to be common opening lines with comments regarding Hotpoint lol). I got my Washer/dryer in May 2010 (WDL540G) within a month it was broken down. They repair guy came out a week later and fixed it there and then, I was very impressed. However, a month later the machine broke again, another call, another day off work, had to wait a week for repair man to come out, guy came and went (didn't have a spare part so had to order it) a week after he fixed it. Not too bad I thought. 6 weeks later the same part went (dryer and washer thermostats) guy came back 2weeks later (3weeks without a washer, somewhat frustrating, especially as the machine is new!). Then 3weeks ago, you guessed it, it broke down again. I phoned Hotpoint and asked for a replacement as a new machine shouldn't be breaking down like this, by law it is deemed faulty from purchase as it broke down within the first 6 months and informed them i had burnt my hand on the machine (this actually happened, so took photographs) they agreed to repair it and should it breakdown it will be replaced free of charge, I thought was quite resonable........until the repair man came out, he diagnosed it as a motor wiring fault, said he'd return in a weeks time with wiring, I wasn't convinced as it's the same parts that keep breaking (plus a PCB the 2nd time for good measure lol). A different guy returned a week later, repaired the faulty wiring and you guessed it, the machine didn't work. This repair guy then confirmed it was what had broke before, he had one spare thermostat (my machine apparently takes two) plus he found a loose live wire, how no one a shock I don't know, the repair guy said the machine is working and will order the 2nd thermostat sensor, will give me a call and return in a weeks time, when the repair guy left I put a load on and it didn't work, why lie?! So a week later I hadn't heard a thing (3 weeks of no washer at this point!), I contacted them to see what was happening, apparently there is a manufacturing shortfall at the moment and so the earliest they expect the part is three weeks time! I am not amused in the slightest. I never had anything like this with Zanussi! I even came of a holiday early just for the machine to repaired (I get to see my family once a year so I was not impressed in the slightest, their response: that's not our problem..........You What??!!!!!!!!!!) my blood is now boiling, I am now being passed to the comaints department, but all I got was I am sorry for the inconvenience, we aren't going to replace the machine as the machine is repairable (even if it's deemed faulty from purchase!) so I am going out to buy a Zanussi today, I haven't got the money but desperately need a washer as I work in a hospital and can't afford to go to the Launderette to wash my uniform!
Hotpoint
Where do i start,
I took out insurance for my Washing Machine in December 2007, recently i contacted Hotpoint as my Washing Machine was not working. I spoke to an adviser who advised me that the next appointment available was the 26th Jan, not ideal as i have a 2 year old child and need to use my washing machine most days, but i accepted. The engineer came and left not long after claiming it had been fixed, by the 29th of Jan i was on the phone to Hotpoint again as it had stopped working again. The adviser said that the earliest they could book me in was the 8th Feb, again not particularly a speedy service, especially as this was an ongoing problem which had not been solved. The engineer came on the 8th and, again, claimed that it had been fixed. In the evening the machine had stopped working again, I tried to get the dryer to work but nothing happened, I opened the door and my kitchen floor was flooded with about an inch of water. I phoned Hotpoint again, at my wits end, and the lady said the next available appointment was the 16th, i told the adviser, that i needed someone now as this was an ongoing problem which hadn't been fixed, she told me to contact the Customer Services. I phoned them and was basically told by an adviser over and over, that there was nothing they could do, i insisted in speaking to a manager and she said she's get one to ring me back. I had a call back from the Manager who arranged for the engineer to return later that day. When the engineer arrived he said that this wasn't his area but he'd see what he could do,( why was he sent in the first place????). after a while he informed me that he found out what the problem was but didn't have the part and that he would have to order it. I accepted this because it's quite reasonable to understand that the engineers would have every single part for every washing machine in their vans. He told me that he would get a Senior Adviser to contact me to arrange a suitable time for it to be fixed. He said this wouldn't be long, in a day or so. I then had an email on Friday the 12th of January to confirm an engineer was coming on the 16th, i wasn't sure if this was from the adviser i had previously spoken to on the 9th or that if it was an appointment the engineer who came out to see me on the 9th had arranged. I phoned the Customer Services yet again and the adviser told me that I wouldn't know until the engineer came out, I told her that there would be no point in the engineer coming out if he didn't have the part, in the end I put the phone down but was not happy with the response I had had so phoned back. I spoke to a lady, who, it seemed, was the only one I could get sense out of, she confirmed it would be the Senior Engineer who would be attending the appointment. On the 15th of Feb at 20.57 I had an email, which I didn't see until the morning of the 16th, that the engineer would be calling on the 23rd. Needless to say , I was back on the phone, told me that the Engineer had phoned up sick, I said for someone else to come out but they said, as per usual, the next appt was a week later and that there was nothing else they could do. I asked for a Manager to phone me back and spoke a woman, who isn't a Manager but a Supervisor, she kept reiterating there was nothing she could do and the engineer would be with me on the 23rd and that if there is a cancellation someone would ring me. Her Customer Service skills were cold and unsympathetic, I have 16 years experience in Customer service and in fact a Superviser myself and am aware how Customers complaints should be dealt with, listen, sympathise and resolve where able. The Customer Service from her and the rest of the people I had spoken to was disgusting and luckily she confirmed all calls were recorded, I would like these listened to. She did nothing to help me, she did not sympathise with my situation, it was almost as if she was saying 'Well thats how it is, tough!!', I received a message on my house phone at approx 4pm who told me that if i wanted to speak to him to phone him back, why he didn't phone my mobile phone if he did not have an answer i can't understand, i am not going to waste money phoning when i don't get anywhere. I also had an e mail to say someone would be coming out to fix my machine on the 17th, so the line' there is nothing we can do, the next appointment is next week' is obviously not true because i have been told this the last two occasions and when i have asked to speak to the manager, conveiently someone is abale to come out. I shouldn't have had to go to those lengths and this should have been offered in the first place, considering this has been going on for 5 weeks!!!
When I looked at my e-mail on the 16th i had had another e-mail to say someone would be coming on the 23rd, as you can imagine I didn't know what was happening, was this instead of the appointment I had had confirmation for just hours earlier which was booked for the 17th??? i have sent several e-mails back and received an e-mail from another lady on the 18th saying someone else was coming to fix parts on the 23rd, this is truly unbelievable, instead of sending those automated messages by e-mail why doesn't someone use their common sense and just type a message explaining what is happening, no one has the sense to phone my mobile phone which is obviously on your records because i keep getting text messages confirming the expected time of call. It makes me wonder that when you do bother to pick up the phone you phone my house phone as you know there's a chance you may not get to speak to me.
An engineer came out on the 17th and he confirmed that there was another couple down the road who had been without a machine for two weeks so I am obviously not the only customer receiving such shocking service. He also confirmed that the wires had been crossed by the previous engineer and that was what the problem was. I couldn't believe that I had gone through all this because an engineer had crossed wires, it's quite unbelievable. In an e-mail I recently had it stated that an engineer was going to call to fit parts on the 23rd, why wasn't this done on the 17th? the answer to this questions is God only knows!!!! What would have happened if I had had to work on Tuesday, has anybody bothered to think about that? Hotpoint seem to think that we can drop everything at a drop of a hat and wait for you to turn up!! I am paying for this service and this seriously needs to be looked at.
I did a wash on Saturday morning, the 20th of Feb and the washing machine went again. needless to say I was really annoyed.
I called on the 22/02/2009 to speak to the Manager who left a message on my landline, he was the original manager I wanted to speak to on the 16th and got through to the Head office and spoke to another woman, I told her what had happened and she was extremely unhelpful, i asked to speak to her manager and she refused to put me through. I asked for a manager to phone me back and she refused as they would tell me the same as what she has. she said that she would log my complaint as feedback, i don't want to log my complaint as feedback. how is that going to help me? She then told me that I would need to get in touch with the insurers that i took the insurance through to complain. Why i would have to complain to them for i don't know as it is Hotpoints Customer Service and Hotpoints Engineers that i have a problem with. I told her that i was having to phone back numerous times about this and she said well you don't have to, i am gobsmacked how rude and unsympathetic this woman was. She also said that the engineer that came out on the 17th was not to fit the part that was booked on the 23rd, why did he come out then???? I asked for someone to come out to fix the part on the 16th, this couldn't be done because apparently the Engineer was sick, Do a big company like Hotpoint fall apart if someone rings in sick??!!!! The Customer Service i have received has been appalling and as this is an ongoing problem which has never been fixed as it should have, I should have had an engineer come out and fix it as a matter of priority, not being told that someone would be with you a week later every time! I will most definately think twice before purchasing something from Hotpoint again and I will tell everyone I know to think twice as well. i think this company is absolutely terrible, I have a three page letter which i am sending in, I have also contacted Trading Standars, watchdog and the Ferrett about them. if they think i am taking this lying down they have another thing coming!
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Where do i start,
I took out insurance for my Washing Machine in December 2007, recently i contacted Hotpoint as my Washing Machine was not working. I spoke to an adviser who advised me that the next appointment available was the 26th Jan, not ideal as i have a 2 year old child and need to use my washing machine most days, but i accepted. The engineer came and left not long after claiming it had been fixed, by the 29th of Jan i was on the phone to Hotpoint again as it had stopped working again. The adviser said that the earliest they could book me in was the 8th Feb, again not particularly a speedy service, especially as this was an ongoing problem which had not been solved. The engineer came on the 8th and, again, claimed that it had been fixed. In the evening the machine had stopped working again, I tried to get the dryer to work but nothing happened, I opened the door and my kitchen floor was flooded with about an inch of water. I phoned Hotpoint again, at my wits end, and the lady said the next available appointment was the 16th, i told the adviser, that i needed someone now as this was an ongoing problem which hadn't been fixed, she told me to contact the Customer Services. I phoned them and was basically told by an adviser over and over, that there was nothing they could do, i insisted in speaking to a manager and she said she's get one to ring me back. I had a call back from the Manager who arranged for the engineer to return later that day. When the engineer arrived he said that this wasn't his area but he'd see what he could do,( why was he sent in the first place????). after a while he informed me that he found out what the problem was but didn't have the part and that he would have to order it. I accepted this because it's quite reasonable to understand that the engineers would have every single part for every washing machine in their vans. He told me that he would get a Senior Adviser to contact me to arrange a suitable time for it to be fixed. He said this wouldn't be long, in a day or so. I then had an email on Friday the 12th of January to confirm an engineer was coming on the 16th, i wasn't sure if this was from the adviser i had previously spoken to on the 9th or that if it was an appointment the engineer who came out to see me on the 9th had arranged. I phoned the Customer Services yet again and the adviser told me that I wouldn't know until the engineer came out, I told her that there would be no point in the engineer coming out if he didn't have the part, in the end I put the phone down but was not happy with the response I had had so phoned back. I spoke to a lady, who, it seemed, was the only one I could get sense out of, she confirmed it would be the Senior Engineer who would be attending the appointment. On the 15th of Feb at 20.57 I had an email, which I didn't see until the morning of the 16th, that the engineer would be calling on the 23rd. Needless to say , I was back on the phone, told me that the Engineer had phoned up sick, I said for someone else to come out but they said, as per usual, the next appt was a week later and that there was nothing else they could do. I asked for a Manager to phone me back and spoke a woman, who isn't a Manager but a Supervisor, she kept reiterating there was nothing she could do and the engineer would be with me on the 23rd and that if there is a cancellation someone would ring me. Her Customer Service skills were cold and unsympathetic, I have 16 years experience in Customer service and in fact a Superviser myself and am aware how Customers complaints should be dealt with, listen, sympathise and resolve where able. The Customer Service from her and the rest of the people I had spoken to was disgusting and luckily she confirmed all calls were recorded, I would like these listened to. She did nothing to help me, she did not sympathise with my situation, it was almost as if she was saying 'Well thats how it is, tough!!', I received a message on my house phone at approx 4pm who told me that if i wanted to speak to him to phone him back, why he didn't phone my mobile phone if he did not have an answer i can't understand, i am not going to waste money phoning when i don't get anywhere. I also had an e mail to say someone would be coming out to fix my machine on the 17th, so the line' there is nothing we can do, the next appointment is next week' is obviously not true because i have been told this the last two occasions and when i have asked to speak to the manager, conveiently someone is abale to come out. I shouldn't have had to go to those lengths and this should have been offered in the first place, considering this has been going on for 5 weeks!!!
When I looked at my e-mail on the 16th i had had another e-mail to say someone would be coming on the 23rd, as you can imagine I didn't know what was happening, was this instead of the appointment I had had confirmation for just hours earlier which was booked for the 17th??? i have sent several e-mails back and received an e-mail from another lady on the 18th saying someone else was coming to fix parts on the 23rd, this is truly unbelievable, instead of sending those automated messages by e-mail why doesn't someone use their common sense and just type a message explaining what is happening, no one has the sense to phone my mobile phone which is obviously on your records because i keep getting text messages confirming the expected time of call. It makes me wonder that when you do bother to pick up the phone you phone my house phone as you know there's a chance you may not get to speak to me.
An engineer came out on the 17th and he confirmed that there was another couple down the road who had been without a machine for two weeks so I am obviously not the only customer receiving such shocking service. He also confirmed that the wires had been crossed by the previous engineer and that was what the problem was. I couldn't believe that I had gone through all this because an engineer had crossed wires, it's quite unbelievable. In an e-mail I recently had it stated that an engineer was going to call to fit parts on the 23rd, why wasn't this done on the 17th? the answer to this questions is God only knows!!!! What would have happened if I had had to work on Tuesday, has anybody bothered to think about that? Hotpoint seem to think that we can drop everything at a drop of a hat and wait for you to turn up!! I am paying for this service and this seriously needs to be looked at.
I did a wash on Saturday morning, the 20th of Feb and the washing machine went again. needless to say I was really annoyed.
I called on the 22/02/2009 to speak to the Manager who left a message on my landline, he was the original manager I wanted to speak to on the 16th and got through to the Head office and spoke to another woman, I told her what had happened and she was extremely unhelpful, i asked to speak to her manager and she refused to put me through. I asked for a manager to phone me back and she refused as they would tell me the same as what she has. she said that she would log my complaint as feedback, i don't want to log my complaint as feedback. how is that going to help me? She then told me that I would need to get in touch with the insurers that i took the insurance through to complain. Why i would have to complain to them for i don't know as it is Hotpoints Customer Service and Hotpoints Engineers that i have a problem with. I told her that i was having to phone back numerous times about this and she said well you don't have to, i am gobsmacked how rude and unsympathetic this woman was. She also said that the engineer that came out on the 17th was not to fit the part that was booked on the 23rd, why did he come out then???? I asked for someone to come out to fix the part on the 16th, this couldn't be done because apparently the Engineer was sick, Do a big company like Hotpoint fall apart if someone rings in sick??!!!! The Customer Service i have received has been appalling and as this is an ongoing problem which has never been fixed as it should have, I should have had an engineer come out and fix it as a matter of priority, not being told that someone would be with you a week later every time! I will most definately think twice before purchasing something from Hotpoint again and I will tell everyone I know to think twice as well. i think this company is absolutely terrible, I have a three page letter which i am sending in, I have also contacted Trading Standars, watchdog and the Ferrett about them. if they think i am taking this lying down they have another thing coming!
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