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Hi there, I bought a tumble dryer from Brighthouse on November 2014. I was made aware of the dryer recal exactly 12 months later (not by Brighthouse) and I registered it for a repair and have been drying clothes on the radiators since.

 

I have two kids so this is not convenient to say the least. However I finally got a reply from Hotpoint saying at the earliest may for the modifications. So I contacted Brighthouse to see what they were willing to do as I didn't find this acceptable.

 

I'm paying £7 a week for a dryer that is not fit for purpose, I'm aware that the status is that we can use these whilst supervised but I really don't feel this worth the risk of a fire. At the end of the day it's not worth the added risk to my family's likfe not to mention that some items cannot be replaced if there was a fire. Brighthouse offered a loan dryer as I paid for 5* service in with the price, and offered to deliver it the following week. I was more than happy with this. When the men came with the dryer it was tatty and dirty but once again it wasn't important however I noted that it was another Hotpoint, but the me assured me it wasn't one of the ones affected and off they went. I noticed that the sticker near the door had been removed and replaced the a Brighthouse sticker so I looked around the back and found a small one, so I entered the details online and find it too is one of the fire risk machines!

 

At this point i defiantly was no longer laid back about the situation, after paying such a hefty price in the first place and all the new house fire stories. I contacted my local store who told me that they had no other dryer for me and that I could send my dryer back but I would lose out on all the money it had cost so far. The cheek! So I ended the call and contacted trading standards via citizens advice.

 

Citizens advice were like a machine with the complicated info they were telling me at lightning speed, but I'm pretty sure it sounded like I could send my item back and be refunded due to the item not as described at point of purchase and because it's higher purchase?

 

I contacted my local store who told me they would call me back and when they did they offered to give me little bit off a new contract (but not as a refund) and no where near what I had paid, so I refused and they gave me customer service number.

 

When I called them I got a lady who told me it was Hotpoints issue and they were dealing with it and there was nothing they could do, no matter what angle I tied to reason with her I git the same response and that she would log it with a complaint.

 

Trading standards contacted me back today (48 hrs) and said that they did the right thing in offering a loan product which I agreed but when I told her the rest of the story she said would refer it to the trading standards Brighthouse team and left it at that. I'm at my wits end with this.

 

I'm sorry for the really long post but if there is anyone who can help I would appreciate it very much. Thank you in advance :)

Edited by citizenB
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From what I gather of your story, you are in a very strong position.

However your story is very long and hard to read without proper spacing and paragraphs.

 

Please would you repost your story so that it is more readable and more people will be pleased to give you the help that you need


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Hi there, I bought a tumble dryer from Brighthouse on November 2014. I was made aware of the dryer recal exactly 12 months later (not by Brighthouse) and I registered it for a repair and have been drying clothes on the radiators since. I have two kids so this is not convenient to say the least.

 

However I finally got a reply from Hotpoint saying at the earliest may for the modifications. So I contacted Brighthouse to see what they were willing to do as I didn't find this acceptable. I'm paying £7 a week for a dryer that is not fit for purpose, I'm aware that the status is that we can use these whilst supervised but I really don't feel this worth the risk of a fire. At the end of the day it's not worth the added risk to my family's likfe not to mention that some items cannot be replaced if there was a fire.

 

Brighthouse offered a loan dryer as I paid for 5* service in with the price, and offered to deliver it the following week. I was more than happy with this. When the men came with the dryer it was tatty and dirty but once again it wasn't important however I noted that it was another Hotpoint, but the me assured me it wasn't one of the ones affected and off they went. I noticed that the sticker near the door had been removed and replaced the a Brighthouse sticker so I looked around the back and found a small one, so I entered the details online and find it too is one of the fire risk machines!

 

At this point i defiantly was no longer laid back about the situation, after paying such a hefty price in the first place and all the new house fire stories. I contacted my local store who told me that they had no other dryer for me and that I could send my dryer back but I would lose out on all the money it had cost so far. The cheek!

 

So I ended the call and contacted trading standards via citizens advice. Citizens advice were like a machine with the complicated info they were telling me at lightning speed, but I'm pretty sure it sounded like I could send my item back and be refunded due to the item not as described at point of purchase and because it's higher purchase? I contacted my local store who told me they would call me back and when they did they offered to give me little bit off a new contract (but not as a refund) and no where near what I had paid, so I refused and they gave me customer service number.

 

When I called them I got a lady who told me it was Hotpoints issue and they were dealing with it and there was nothing they could do, no matter what angle I tied to reason with her I git the same response and that she would log it with a complaint.

 

Trading standards contacted me back today (48 hrs) and said that they did the right thing in offering a loan product which I agreed but when I told her the rest of the story she said would refer it to the trading standards Brighthouse team and left it at that. I'm at my wits end with this. I'm sorry for the really long post but if there is anyone who can help I would appreciate it very much. Thank you in advance :)

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add up all the 5 star service you paid to date

go reclaim it

 

 

then go buy your own new one.

 

 

dx


please don't hit Quote...just type we know what we said earlier..

 

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yes they tell you its compulsory

it is not!

 

 

how many years have you been with them.


please don't hit Quote...just type we know what we said earlier..

 

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I took the dryer out Nov 2014. They said the 5* policy was an all inclusive price to replace the old system of Osc or something? Lol

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yep ocs / dlc

 

 

they are ofcourse obliged to repair/replace your appliance

under the sale of goods act

now of course super seeded by the consumer rights act. in most part

 

 

I bet you've paid for that machine 3*over already!!:lol:

 

 

and you still don't own it..

 

 

that's Blighthouse for ya..


please don't hit Quote...just type we know what we said earlier..

 

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Dryer under recall get onto head office

 

There is a decent human named Lee who visits this forum he's employed by BH (****)

 

Personally based on the safety issues I'd ask BH to cancel agreement and refund all monies paid to date

 

If they decline think about court action. Be prepared to not have a product however if they refund all sums paid make your way to argos.

 

Follow dx advice and reclaim insurance once you sorted your dryer issue

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Not yet but I will have by the time they'r finished with me :/. Lesson learned I suppose.

 

They won't repair as Hotpoint are claiming responsibility but they can't get to me till at least may.

 

However I was under the impression that although Bh have now gone back to the old system of Osc, when I took my agreement it was an all in one service which included delivery, instillation and what not. At no point was I told it was optional, infact the opposite!

 

So they tell me they literally don't have a dryer to loan me and they can't fix the one I have.

 

 

Meanwhile I'm left in limbo 😞

 

I got refered to customer service who wouldn't give me a manager to speak to

or a phone number or postal address. I was told it was Hotpoints issue and I just had to wait!

 

Awful customer service.

 

 

I tried telling them i wanted a refund and to send the dryer back as I'm sure citizens advice said I had grounds since I gave them an opportunity to replace it.

 

 

However again I was told there was nothing they could do.

 

 

I told her that was a lie and the law says my contract is with them but i was talking to a brick wall....

 

How would I go about a small claims court?

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Get an email off.

 

Feel free to PM me for a chat.

 

Site team are aware of my dealings with these. Limited what I can say in public

 

Right you have two issues here

 

1. Dryer refund or replacement.

 

2. Insurance reclaim.

 

We have to accept that at the point of sale BH were not aware of the issue.

 

However they are the retailer...

 

When was the agreement taken out and what's the weekly repayment

 

Small claims visit Mcol however you'd need a final response from BH before issuing processings

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The agreement was taken out Nov 2014 exactly 12 months when I was told there was an issue.

 

 

The repayments have been £7 a week.

 

 

I think I have paid 64 weeks I think maybe more as I pay a month in advance :)

 

I have just sent Leo an email I will wait and see how I get on with that.

 

 

You say I need a final response but they haven't given me a single thing in writing it's all been done over the telephone :/

 

Also dryer replacement isn't an option as they don't even have a loan one to give me.

...well they did but It too was faulty so I now have two fire hazard dryers in my kitchen!

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Get an email off.

 

Feel free to PM me for a chat.

 

Site team are aware of my dealings with these. Limited what I can say in public

 

Private messaging is not to be used to offer advice. Any advice is to be kept on this open forum

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so you've paid £448 for a dryer that really cost...

 

 

prob about 1/3rd is their insurance

 

 

almost the cost of a new dryer or more....


please don't hit Quote...just type we know what we said earlier..

 

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BH personally and from experience.

 

Get them to terminate agreement and refund all monies paid and go to argos and buy a new dryer

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After taking witsend99 advice and emailing Leo Mckee,

 

 

I have had a call from head office and I'm having a new loan dryer delivered by the end of the week.

 

 

I also have no payment to make for two months because of the inconvenience occurred they said lol.

 

 

In my email I asked for a letter stating my complaint and a final response.

 

 

I also said I would be willing to take the matter to a small claim court.

 

 

Thank you witsend99 and everyone for replying :)

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Great result.

 

Leave things setlle then be sure to reclaim the useless insurance premiums you paid.

 

Can you confirm who arranged this for you in head office

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I was called by a lady Called Almera, but she said she was calling in realation to the email I had sent Leo.

 

I will look into the insurance reclaim once my dryer has been modified.

Thanks again :)

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Good morning Little_lindy,

 

Thank you for contacting us.

 

I would like to apologise for any inconvenience you may be facing regarding your tumble dryer.

 

We have several of our customers in a similar predicament and we are doing all we can to ensure we help everyone. The safety of our customers is our number one priority.

 

We are working closely with Whirlpool who own Hotpoint and Indesit to ensure that modifications are carried out as soon as possible. We have a list of all our customers who have been affected and this has been passed onto Whirlpool directly.

 

Should anything change we will be sure to contact all our customers.

 

Web Relations Team

Jason

 

 

Hi there, I bought a tumble dryer from Brighthouse on November 2014. I was made aware of the dryer recal exactly 12 months later (not by Brighthouse) and I registered it for a repair and have been drying clothes on the radiators since.

 

I have two kids so this is not convenient to say the least. However I finally got a reply from Hotpoint saying at the earliest may for the modifications. So I contacted Brighthouse to see what they were willing to do as I didn't find this acceptable.

 

I'm paying £7 a week for a dryer that is not fit for purpose, I'm aware that the status is that we can use these whilst supervised but I really don't feel this worth the risk of a fire. At the end of the day it's not worth the added risk to my family's likfe not to mention that some items cannot be replaced if there was a fire. Brighthouse offered a loan dryer as I paid for 5* service in with the price, and offered to deliver it the following week. I was more than happy with this. When the men came with the dryer it was tatty and dirty but once again it wasn't important however I noted that it was another Hotpoint, but the me assured me it wasn't one of the ones affected and off they went. I noticed that the sticker near the door had been removed and replaced the a Brighthouse sticker so I looked around the back and found a small one, so I entered the details online and find it too is one of the fire risk machines!

 

At this point i defiantly was no longer laid back about the situation, after paying such a hefty price in the first place and all the new house fire stories. I contacted my local store who told me that they had no other dryer for me and that I could send my dryer back but I would lose out on all the money it had cost so far. The cheek! So I ended the call and contacted trading standards via citizens advice.

 

Citizens advice were like a machine with the complicated info they were telling me at lightning speed, but I'm pretty sure it sounded like I could send my item back and be refunded due to the item not as described at point of purchase and because it's higher purchase?

 

I contacted my local store who told me they would call me back and when they did they offered to give me little bit off a new contract (but not as a refund) and no where near what I had paid, so I refused and they gave me customer service number.

 

When I called them I got a lady who told me it was Hotpoints issue and they were dealing with it and there was nothing they could do, no matter what angle I tied to reason with her I git the same response and that she would log it with a complaint.

 

Trading standards contacted me back today (48 hrs) and said that they did the right thing in offering a loan product which I agreed but when I told her the rest of the story she said would refer it to the trading standards Brighthouse team and left it at that. I'm at my wits end with this.

 

I'm sorry for the really long post but if there is anyone who can help I would appreciate it very much. Thank you in advance :)

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