Hotpoint Service

[sundodger]

Good afternoon, I am hoping that I am posting this in the right part of the forum, sorry if it isn't.

 

I am looking for advice on dealing with Hotpoint Service.

 

Last week our washing machine broke down (Hotpoint WT965) which is covered by a DGS policy - rang them up and got a reference number and then had to spend two days phoning Hotpoint as their new phone system kept cutting us off.

 

Eventually got an engineer round and despite being told the fault code, he changed the heater element, sealed it up, did not test the machine and then told my wife it was all fixed and could be used in three to four hours to make sure it didn't leak.

 

3-4 hours time, my wife tried to use the machine, no water heating was taking place, no spin cycle and it seem to get into a loop in the programme cycle it couldn't get out of. Tried to ring hotpoint to complain and had the issue with the phone cutting off again.

 

When we eventually got through to Hotpoint they got hold of the engineer and he said that he had to order more parts - despite telling us it was fixed (he hadn't tested it so how would he know). So we had told Hotpoint the correct fault code, even told them what parts were needed and the engineer came and spent 22 minutes in the house changing a part that doesn't need changing (I have since tested the heater element he removed and it is fully functioning).

 

I have sent an email to Hotpoint asking for us to be re-imbursed for all our phone calls (about £50), time for waiting and making phone calls and also for expenses and time over the weekend to try and get some of our laundry done.

 

Sorry for the long explaination, but does anybody know what my rights are on this and am I allowed to send them an invoice requesting payment for expenses that are down to their failing phone system and an inept engineer?

 

 

Thanks for reading

Paul.

[firstship]

Hi Sundodger and Welcome, you say you have a DGS insurance contract,is this something you pay Monthly/Yearly?

 

How old is the Washing Machine? if 6 years or less Google SOGAT (sale of goods act) have a read,it will give you good pointers as to your rights.

 

We use DGS and have an insurance contract,we simply phone DGS quote the agreement Number they give us a day when the engineer will call,(usually within 48 hours) and that it,

 

FS

[sundodger]

Yes we have a monthly paid DGS policy - they have actually been as good as gold, it is the people

that work for Indesit/Hotpoint that we have an issue with.

 

For some reason with our DGS contract we ring them,

they give us an agreement number and we then have to contact Hotpoint service to arrange the call out.

 

I think the machine is about 7 years old.

[sundodger]

Just found a useful line in the Supply of Goods and Services Act 1982 about having to carry out work with reasonable skill and care.

[firstship]

OK,you have emailed Hotpoint Customer Service,I guess they have not replied yet,if the answer is not in your favour,email the CEO of Hotpoint direct and the CEO of DGS

 

Customer Service should acknowledge and respond within 2 days,if this does not happen add the lack of response by Hotpoint Customer Service when you email their CEO

 

Wish you luck,the CEO approach,it usually works.You most certainly have the right to produce an invoice for the items you list,for really bad service

 

FS

[sundodger]

Thanks for that.

 

Hotpoint have responded saying that they don't have to do anything - but have offer £25 towards the cost of the phone bill.

 

I have just quoted the Sales of Goods and Services Act to them pointing out where they are failing, so lets wait and see. A complaint has been lodged with DGS as well to make sure they don't pay for a repair that didn't happen.

[firstship]

Half way there,persist and you should win the full costs

 

FS

[sundodger]

Hotpoint wouldn't give me the CEO's direct email address and said if they did it would go straight through to customer services anyway - I replied thank you, I will just send an email directly to your MD Maurizio Pettorino instead then. I sent him a nice long detailed email giving dates, problems, their failings and the fact I will be sending an additional invoice on Thursday for waiting time for the engineer as they have made it an all day appointment.

 

My boss at work has suggested lodging a complaint with trading standards and then send the complaint number to hotpoint as well.

[sundodger]

Half way there,persist and you should win the full costs

 

I have said I would consider a cash settlement for the phone bill and a recon machine to cover the rest - I reckon they'll get fed up with me soon enough and give in!

[firstship]

Try [email protected],he is CEO

 

FS

[sundodger]

Try marco.milani at indeset.com,he is CEO

 

He is based in Italy apparently, if the MD based in Peterborough isn't much help I will copy Marco Milani into the emails. Cheers so far!

 

Paul.