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Hotpoint customers have had enough!
13h 22 minutes ago
1685 signatures
Category: Product
Target: Hotpoint
Please sign this if you want this company investigated and the individuals who've had their consumer rights violated, given justice. There are so many of us shocked at how a company can be allowed to get away with this. I want this campaign to go all the way to the top to expose this company's lack of concern and care for the wellbeing of its customers. It's bad enough we've brought poor quality or faulty products in good faith in the first place but to then have to pay for replacements or another faulty replacement or (equally as bad) just be ignored or fobbed off (and the consequnces of that) is unthinkable.

I have been so upset with how I've been treated - first told I'd have to wait over a year for a repair on my faulty tumble dryer, my insurers won't cover me even if it's modified, and if I want a new dryer I have to pay £99 when it's only 2 years old. Then my fridge freezer started this loud humming sound so the engineer came and all my food ended up being defrosted. It took coming on here to get any action.

I have since found so many others suffering appalling service with Hotpoint not just faulty replacements of recalled tumble dryers but washing machines, toasters, fridge freezers, dishwashers and even exploding ovens. The amount of people who've had damage from appliances being repaired or delivered and no response or compensation from Hotpoint is staggering. But even worse are the people I've met on here who lost their homes through tumble dryers and washing machines going on fire and who have been ignored by the company and left with nowhere to live. We will wonder how this was ever allowed to happen. Consumer Law is there for a reason.

UPDATE by Soapbox: Exploding ovens, dishwashers, washing machines, poor quality products and tumble dryers setting on fire and still left unsafe after countless modifications. Finally after months and months campaigning for the tumble dryers to be recalled Whirlpool have now at last advised owners to "unplug it and do not use it until the modification has taken place". This campaign highlights the extent of Hotpoint's negligence towards their customers' safety and blatant disregard of their valid concerns. We will not stop until the company is investigated, awareness is raised where necessary and Lynn Faulds Wood's commendable independent review of the UK's system for the recall of unsafe products is actioned. We join forces with the Facebook group Hotpoint Dryer Fire Risk and MP Andy Slaughter.


Also as part of the campaign we are calling for the Business Select Committee to hear evidence from the consumer which will be led by a spokesperson on behalf of our campaign and Facebook group Hotpoint Dryer Fire Risk. Please sign and share this campaign Hotpoint thought we would give up. We didn't. And we won't.


Tumble dryer picture



Owners told not to use dangerous tumble dryers after all


Advice on refund: Whatever card you may have used, claim via Section 75 due to the retailer being jointly responsible.
http://www.telegraph.co.uk/news/2017/02/22/whirlpool-scandal-4-million-families-told-do-not-use-faulty/
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Please sign this if you want this company investigated and the individuals who've had their consumer rights violated, given justice. There are so many of us shocked at how a company can be allowed to get away with this. I want this campaign to go all the way to the top to expose this company's lack of concern and care for the wellbeing of its customers. It's bad enough we've brought poor quality or faulty products in good faith in the first place but to then have to pay for replacements or another faulty replacement or (equally as bad) just be ignored or fobbed off (and the consequnces of that) is unthinkable.

I have been so upset with how I've been treated - first told I'd have to wait over a year for a repair on my faulty tumble dryer, my insurers won't cover me even if it's modified, and if I want a new dryer I have to pay £99 when it's only 2 years old. Then my fridge freezer started this loud humming sound so the engineer came and all my food ended up being defrosted. It took coming on here to get any action.

I have since found so many others suffering appalling service with Hotpoint not just faulty replacements of recalled tumble dryers but washing machines, toasters, fridge freezers, dishwashers and even exploding ovens. The amount of people who've had damage from appliances being repaired or delivered and no response or compensation from Hotpoint is staggering. But even worse are the people I've met on here who lost their homes through tumble dryers and washing machines going on fire and who have been ignored by the company and left with nowhere to live. We will wonder how this was ever allowed to happen. Consumer Law is there for a reason.

UPDATE by Soapbox: Exploding ovens, dishwashers, washing machines, poor quality products and tumble dryers setting on fire and still left unsafe after countless modifications. Finally after months and months campaigning for the tumble dryers to be recalled Whirlpool have now at last advised owners to "unplug it and do not use it until the modification has taken place". This campaign highlights the extent of Hotpoint's negligence towards their customers' safety and blatant disregard of their valid concerns. We will not stop until the company is investigated, awareness is raised where necessary and Lynn Faulds Wood's commendable independent review of the UK's system for the recall of unsafe products is actioned. We join forces with the Facebook group Hotpoint Dryer Fire Risk and MP Andy Slaughter.


Also as part of the campaign we are calling for the Business Select Committee to hear evidence from the consumer which will be led by a spokesperson on behalf of our campaign and Facebook group Hotpoint Dryer Fire Risk. Please sign and share this campaign Hotpoint thought we would give up. We didn't. And we won't.


Tumble dryer picture



Owners told not to use dangerous tumble dryers after all


Advice on refund: Whatever card you may have used, claim via Section 75 due to the retailer being jointly responsible.
http://www.telegraph.co.uk/news/2017/02/22/whirlpool-scandal-4-million-families-told-do-not-use-faulty/
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Latest signatures
Joanna (13h22 minutes ago)
"13 months ago i paid towards getting a new tumble dryer as i was made aware that my other one needed a repair done as there was a chance ot could catch fire so as a mum of 3 children i wasnt going to wait nearly 1 year for the repair to be done so for safety reasons i paid towards a new one my biggest mistake as about 6 months into have the new dryer it wouldnt even turn on so i phoned hotpoint and they signed me up for extended warranty because apparently the 12 month warranty it comes with doesnt cover you fully so to avoid a big bill i took it out they came and replaced the circuit board then 3 months later it failed to work again but this time it wasnt getting hot so it was the heating element they replaced then again 4 months later it broke down again will the same fault as the last time engineer came out but unfortunately cant repair as he doesnt have the part on him even though i had told them what was wrong they sent an engineer out without the part that was need to fix the problem so now have to wait another 5 days until it is sorted i have contacted hotpoint as i can see this dryer is going to just keep breaking down so i contacted hotpoint to see if it can be replaced for a more reliable one and i would make a contribution towards and there response was basically because i took the new dryer at my discretion they will not be looking into this but if i keep having issues they may look into it i think this is terrible customer service the goods they sell are not fit for purpose i honestly shocked by there lack of empathy as long as they get there money they dont care they are selling dodgy items "
Mickylou14- (1 day ago)
"I am still trying to obtain a functioning tumble dryer after waiting over a year for it to be modified only for it to stop working 2 months later. After the engineer finally arrived (after taking 2 days off work for the pleasure) the engineer shows us the damage of melting wiring on the inside of the machine,due to arcing of the cables that the previous engineer had done...leaving the machine an imminent fire risk...we were extremely lucky!!! After waiting 2 weeks for components the engineer replaced. 2 days later and the machine has given up again!!! Customer service are very unhelpful and arrogant so I have resulted in posting comments on Facebook for them to respond. Apparantl y a replacement/refund is not possible!!???!!!"
MrsB (19 Jul 2017)
"I have a 10 month old Hotpoint washing machine. I popped a half load of tshirts in to wash whilst I was at work. Came home to find an inch of water all over my kitchen floor. The drum of the machine was completely full of water and it was pouring out of the draw you put the powder in. Absolutely no power in the control panels so I was unable to put the machine on drain so I had to flood my kitchen with the water in the machine. I immediately called currys whom I bought the machine from who put me through to Hotpoint. I preceded to sit on the phone for 15 minutes in a queue, the call was answered but at no point did an advisor talk to me. I could hear a discussion taking place between a man and woman about what they were doing after work and I could here tapping on a keyboard so I terminated the call and rang back.This time I queued for a futher 20 minutes when all of a sudden my call was terminated informing me the call centre was now shut. I called Currys back who gave me a another number to call Saturday morning which I did. The lad I spoke with was apologetic for my previous experience the night before but informed me evenings are always busy. Could have fooled me after the conversation I was privy to. An engineer was booked to come out on the Tuesday all be it an hour late. I was unable to have time off work so my 20 year old daughter assisted the engineer. He was in the property for 12 minutes. And my daughter phoned me to tell me what he was saying whilst he was here. He felt that it was fixable and needed a new module or "Brain "as he put it.. my argument being how can something that had that much water inside it. In all the electrics and casing be safe to repair and use in future. To cut along story I was informed the part was not available le until after4th of August. This means I will have bee without a machine for nearly a month at this point. Then I will have to wait for an engineer's appointment. I have spoken to hotpoint via social media,web chat and email. I have stated that the machine is not fit for purpose if such a major thing can brake at less than a year old. I disagree with the engineer and would like the machine replacing... They were not interested and at no point was I reassured the machine would be safe to use in the future.Imfact I would go as far as too say tjat tjat particular question was completly ignored.. I informed them I have a large family with 6 of us and it is just not possible to wait this long for a repair. For me to ise a launderette I would have to travel 40 mins too and the cost would be astronomical. With my job I cannot take time off for things like this. Last minute leave requests are for emergency use only which I do not think to do my washing falls under. Weekends are not an option as I work in a hospital and I have on call responsibilities to adhere to. Hotpoint have all said they only listen to the engineer and they understand my frustrations.. Really!! What a load of rubbish. So I am expected to wait for what will be over the 28 days repair time most likely. And then spend the rest of the time worrying if the machine is safe because Hotpoint can't reassure me. I am so let down by what used to be a fantastic company.. It isn't anymore. "
Moggyminor (19 Jul 2017)
"Over a month to fix my washing machine even if the part turns up on time and don't even care how difficult it is when you have an incontinent disabled son "
Deni (14 Jul 2017)
"UPDATE UPDATE UPDATE BELOW ARE THE MESSAGES BETWEEN HOTPOINT & I TODAY. AFTER 12 HOURS I AM NO FURTHER FORWARD. ITS SIMPLE HOTPOINT SOLD ME A FAULTY TUMBLE DRYER. THEY SAY THEY WANT TO MODIFY THE APPLIANCE BUT THEY WILL NOT MAKE AN APPOINTMENT TO DO SO AFTER 3PM SEE HOTPOINTS REPLY BELOW My Hotpoint tumble dryer is on Hotpoints hit list needing modification. Since March Hotpoint have made 4 appointments to do the work to make their product safe. The first time the engineer called me & cancelled. He made an appointment for 2 days time after 3pm & he didn't turn up. Again I was contacted by Hotpoint saying they needed to make the modification. I made it very clear that the appointment needed to be after 3pm the operative said that was fine & made the 3rd appointmen. That engineer phoned me at 10am saying he was at my premises. What happened to after 3pm. Guess what Hotpoint contacted me & said they needed to make an appointment to do the modification. Another long discussion with Hotpoints operative. I stressed very strongly the after 3pm necessity. The operative said it would be fine & that he had put a note on the case. I have just had an email from Hotpoint saying their engineer will be here tomorrow between 9.23am -12.23pm. Hotpoint you are rubbish. Your product has a fault. You repeatedly make appointments to rectify your fault. You don't listen to what your customers say & you send engineers on wasted calls because you know there won't be anybody but the doggies home. WHAT IS WRONG WITH YOU HOTPOINT? Hello Deni, Thank you for getting back to us and providing this information. I have spoken with the engineer and unfortunately he has advised he is unable to attend this afternoon after 3.00. Please can you advise if you would like to reschedule? I am unable to specify your time slot when booking your visit, I can send your details to our planning team and request for an AM or PM slot to be locked in for you. I send my sincere apologies for the inconvenience being caused. Kind Regards, Gemma MY REPLY Gemma I have my own business & can't afford to take time off to accommodate Hotpoint to fix their faulty product. I think if you should replace the tumble dryer. Your engineer has just phoned me to tell me he's at my property. I have relayed the issue to him & he has said I can't book an appointment after 3pm because the engineers don't work after 3pm. HOTPOINTS REPLY Hello Deni, Whilst we note your frustration, unfortunately we will not be looking into replacing your appliance. Our engineers working hours are between 07.15-18.00, I will ensure this is for back to the relevant team for review. I have arranged a visit for you on the 18.07.17. Booking reference:1509106839. Please leave this with me while I contact the relevant team and try my hardest to accommodate your time request for you. Kind Regards, Gemma MY REPLY GOING NOWHERE FAST HOTPOINT CLEARLY DON'T CARE ABOUT THEIR CUSTOMER. OR MAYBE THEY WILL IF IT CATCHES FIRE Hi Gemma I'm surprised that you have book another appointment without reference to myself as to my availability. But Tuesday is fine if it's after 3pm. If it's not after 3pm it's pointless. You have made yourself sound just like your telephone operatives. You haven't listened to the customer & you have booked an appointment knowing it won't work with the time slots. Hello Deni, I have heard back from our planning team and they have advised they can lock in your visit after 2PM, I can request that he calls you to see how closely he can get it to 3PM? This is all I can do, or you can come back to us and check if there is a weekend spot available. We can check this from Wednesday, I apologise again, but, trust this is somewhat helpful. Kind Regards, Gemma Hi Gemma unless your guys work on a Sunday the same would apply. It has to be after 3pm or it doesn't work. I think I have now made this very plain. But just to reiterate for an appointment to be viable for me it has to be after 3pm Hello Deni, Thank you for getting back to us. I can only reiterate what you been advised previously. The appointment will be locked for after 2pm. I will make a note for the engineer to try attending after 3pm. However, I am not able to guarantee this. Kind Regards, Abdul I have wasted so much time on trying to sort of Hotpoints problem. Hotpoint need to modify their faulty goods but are unwilling to do it at a time that suits me, the customer. I have a business to run & I am unable to be home before 3pm. Hotpoint have now made 4 appointments with me telling me they would be after 3pm, knowing full well that your engineer would not be attending at that time. Today after many messages with Gemma she has made a 5th appointment but you are telling me that it won't be after 3pm. What is it about after 3pm that Hotpoint refuse to understand. Or is what today's engineer told me on the phone the they do not work after 3pm. It is a total disgrace that you sell faulty products in the first place & it is total reprehensible that Hotpoint refuse to modify their faulty goods when it is convenient for the customer. I am not wasting anymore of my valuable time on this. I am now going to post all of my conversations with Gemma on my public Facebook page & I am also going to Watchdog. Enough is enough."
Eileen (14 Jul 2017)
"My 2 year old £350+ washer glass door exploded across my kitchen yesterday. The damage that could have caused to a child is shocking. Hotpoint need to seriously address there Customer Support "
Aidyan (14 Jul 2017)
"Mines rather simple. Fridge Freezer compressor failed after just over 1 year. Called Indesit and was sold a repair/replace service and then they booked an engineer for 1 week later. Ok so lost everything in the fridge freezer and have to survive a week without cold food etc etc. Engineer turns up branded with indesit and hotpoint logos etc. Says its a faulty compressor... now I am having to wait a month extra to get it repaired. waiting 5 weeks during summer for a fridge freezer to be repaired is bad, however when you have paid for a service and you told them in advance what it was, they don't turn up with the parts and they refuse to give any dates or ETA. They keep blaming Domestic & General, who inturn blame Indesit etc. I am now stuck with a relatively new Fridge Freezer that I cant use and Indesit seem unwilling or not bothered to assist. What with other fridge freezers causing the Grenfell Fire I wouldn't be surprised if mine went up in flames as well, but they don't really care.. they just want more and more money. They don't perform a adequate repair service.. I called a local repair engineer and he could get a replacement compressor in about 4 days....Yet Indesit claim it will take 5 weeks."
Moniczka635- (03 Jul 2017)
"Hotpoint Indesit whirpool is one company My fridge burned no one wanted to talk to us. It was only after the fire in London that the inspector came to me. I was freezing for a month. They would not give me a new fridge. By calling the helpline nobody would listen to me. I have two young children, May 20 we came back from holliday went to sleep in the morning we felt the smell of burnt plastic. If we did not return home time could faier"
Abigail-Reid (02 Jul 2017)
"I'm disgusted. I received a call from Knowhow after the Grenfell fire. Why did Hotpoint not telephone me directly before? They sent letters putting the onus on the consumer to find out if their tumble dryer was faulty. Yet their own records could have revealed this all along. They've left me with a death trap since 2015. Because I've shipped my dryer to my holiday home they will not accept responsibility for anything. I paid good, hard earned money for this dryer. Why should I be left in this position and then be treated with such contempt by their so called 'customer service' advisors? I refuse to give up. I'm joining the campaign. My beautiful home could have burnt to cinders because of these clowns. And worse still, my family could have perished. As I said earlier...I'm disgusted!"
deborahwhite305 (01 Jul 2017)
"I brought a hotpoint tumble dryer 5yrs ago was great loved it then hotpoint got in touch and wanted to update it as it posed a fire risk they turned up month ago took it apart modified it but broke something when putting it back together week later he came back and blew the motherboard appointment was arranged two weeks later he never turned up customer service said he was stuck in traffic he never turned up two weeks passed 28th june was when he should have called again no show again more lies now another appointment has been made for the 11 july I feel this will go same way these people need to go out of business "
Tonij55 (28 Jun 2017)
"So I bought a dryer almost a year ago & had nothing but problems, I'm on my third dryer and had the same problem with all three it's getting beyond a joke now, and all I'm getting from hotpoint is all they can do is send an engineer out to fix it, it's ok doing that but the minute it's fixed it's only temporary and I'm back to square one, I'm forever booking engineers out and it's just wasting there time and mine because there back here within a week for the same problem!.. I request to speak to a manager and I'm put on hold and have the phone hung up on me... my issue needs sorting and my dryer needs replacing for a different model as this issue is becoming frustrating."
Franky (28 Jun 2017)
Anne-marie-Lambert (28 Jun 2017)
"I think it's disgusting how they are treating their customers and making them pay for a new appliance. This should be given free. My new appliance broke on the 15th time of using. Can't get through to customer services for repair."
Angie-Robinson (17 Jun 2017)
"Not at all happy with the fact that i was sold a dryer that is a fire risk, that Hotpoint's customer service is so far laughable and they do not seem to be treating it as a priority to make sure dryers are made safe or cost refunded. I have been told that after selling me a faulty machine i have to pay a further £99 to get a replacement. This is not acceptable "
Lizzie-Stuart (15 Jun 2017)
"We had a faulty Hotpoint dryer , managed to get it replaced with a free of charge dryer which has now broken,within a year of being replaced."
VJA (15 Jun 2017)
"So glad I found this but I am stunned at the number of people dealing with this shambles and it's beyond my understanding how Hotpoint are getting away with it. They have a complete disregard for the safety of their customers and have seen it as an opportunity to make a quick buck. Shameful 😡 "
Kiddrose (13 Jun 2017)
"Had a dryer for 7 months and in that time it has been off 2 1/2 months from that I feel let down and totally ripped off by hotpoint!!! "
Louice-causer (09 Jun 2017)
"Had our faulty dryer taken and replaced for the £100 dryer they were offering.. Well what can I say? don't bother! Warranty ran out in April, dryer is now displaying f.06 ( debris in heating element) this has come from someone at hotpoint customer service. I was given two options Pay £95 for it to be repaired Pay £8 a month and have 12 months warranty and the machine repaired. Well Thankyou hotpoint, my faulty dryer lasted us longer. Makes me wish we didn't get rid! Loved that dryer "
Findycorn (08 Jun 2017)
"Hotpoint's after care service is the worse I've ever encountered. I have a 6 month old washing machine, and a part (paddle) broke off the drum. I contacted Hotpoint..... Send an engineer to fix it as its in warranty ? NO ! They decided to send me the parts by post to fit myself ! After several days it arrived, opened the package.... WRONG PART !! Thankfully I bought the right part of Ebay, the right part arrived, and I can wash again. However : 1) Will being asked by Hotpoint to fit my own parts invalidate the warranty now ? 2) Is it a safe and sane thing to do to ask a member of the public to fit their own parts ? Thankfully I am an engineer, and know how to safely. Others may be put at serious risk !"
Lesley-Hughes (06 Jun 2017)
"Hotpoint your customer/repair/complains dept is shocking and I'll tell you why... On 27/4 our Hotpoint washing machine caught fire, our house was filled with acrid black smoke, we contacted you and we filled out a fire reported etc, it took until 3/5 for an engineer to call and tell us that the door lock and wiring blew, 5 parts were ordered, one was out of stock and wouldn't be in until 2/6!!! So in the meantime I'm back and forth to the laundrette getting friends to do laundry for me. Then I discover that if a repair is not complete within 28 days you are entitled to have the appliance replaced so I contacted you and you came back saying "Ah well it's 28 WORKING DAYS FROM WHEN THE ENGINEER WAS OUT AND THE PARTS WERE ORDERED"also it's at their discretion as to wether the machine gets replaced and as ours machine is 2 years old it won't be happening!! So I'm still struggling on with the laundrette etc then great we come to 2/6.... So my husband and I both emailed you and low and behold nothing from then until today when I went on line and had a chat with Aimee and told her all of the above and was told "As the appliance is being repaired FOC there is no service level" What does that mean I asked, of course it's FOC it's not a wear and tear fault it's a manufacturing fault, her reply.."There is no agreed time a repair should be completed" So 39 days in total, (23 working days) is acceptable Aimee? I AM UNABLE TO COMMENT she said, well put me onto someone who can Aimee.... "WE ARE UNABLE TO COMMENT ON THINGS UNACCEPTABLE, THERE WOULDNT BE ANYONE IN THE BUSINESS THAT CAN COMMENT "was her reply! She came back with the ETA for the part will be 7/10 days and then it has to be fitted, so most probably at least another 2 weeks!! She then very quickly ended the conversation and deleted it, but not before I managed to screen shot it all, so I will tell you what I said to her, I am posting this whole farcical mess on every social website I can, I will never use Whirlpool/Hotpoint or any of the other brands that fall under your umbrella, my husband has contacted WHICH who will hopefully get back to us soon, I also had one of the condemned tumble driers and after registering it was told to unplug the appliance and someone would contact me, and they did some weeks later and offered me a modification kit to which I said refused as I had lost confidence in the drier and eventually like many other people purchased a new one under their offer, which I wasn't really happy about as I was out of pocket thru no fault of my own!"
koxj (05 Jun 2017)
"Two tumble dryers affected, me and my partner haven't got the money to replace and now waiting on broken promises from the companies when we have two young children. It's disgusting."
Fran2017 (01 Jun 2017)
"The worst customer service I've ever experienced is from Hotpoint. Extortionate prices; incompetent enginers; appallingly rude phone service; only responds to social media complaints. My fridge freezer (4 years old) broke last Thursday morning. I phoned Hotpoint who told me my best option was to take out a 6 month insurance policy with another company for £120, arranged though them. They could then arrange an engineer. The engineer appointment wasn't until the following Wednesday. The engineer arrived and said he had fixed the problem. I then went out and did a large shop to replace the perishable food in both the fridge and freezer that I had lost. When I arrived home hours later, the fridge freezer was not cold and clearly not working. I phoned Hotpoint and spoke to an appallingly rude woman who refused to recognise the issue until I had left it more hours. She refused to let me speak to her senior and said I could only complain via email not on the phone. I complained both via email AND via Facebook. It was only when I complained on Facebook did they contact me. They refused to offer me a refund and they said they wouldn't get an engineer to me until the following Tuesday. They refused to give me a time slot that worked for me. I'll be forced to take unpaid time off work for this time slot. The insurance company refused to give me a refund because Hotpoint had sent an engineer despite not fixing the problem. The insurance company said they'd lodge a complaint against Hotpoint on my behalf. I then complained directly to Whirlpool, the company who own Hotpoint. I received no personal email but instead a £30 voucher to buy another from Hotpoint or Whirlpool! Laughable. I'll never purchase from this company again. In sum, I'm left with a hefty bill for an unfixed fridge freezer and 2 lost good shops; a lot of stress; and no working fridge freezer."
Nicreed- (01 Jun 2017)
"Some how get the feeling that I may be waiting longer than the last 2years iv already waited for this tumble dryer to be repaired. Year 0001 does not exist! Disgraceful company. After phoning to make a complaint that I still hadn't been contacted to have my repair I'm then told I'd not registered online (which I had) I was then told to re-register (which I didn't) and passed from one department to another and back again with still no resolve and only one of the people i spoke to was remotely helpful. 2yrs later ironically I get a message to set up my appointment, blows the 'i hadn't registered online' out the water doesn't it!! To then be told by the repair man that he didn't have the part and he'd have to order it and someone would be in contact to arrange a date to come back. Well 2 months down the line and I get a repair date of a year that doesn't exist and a message at the bottom saying I need to wait to be contacted as the part is not in stock. I don't hold out much hope.... Not only have I not been able to use said tumble dryer for the last 2 years, due to it burning clothes, I had no way of drying my 2 children's (1 being a baby at the time) clothes during the winter. Dreadful customer service Since I posted this complaint on their page iv had the offer of a free replacement "
Hannahmarie (01 Jun 2017)
"I waited 2 years for the modification to be done, we chose not to buy a new tumble dryer off of them due to ours only being a year old at the time of the warning. We had the modification done in march, Monday night I was drying my washing when there was an odd noise coming from the dryer and a strong smell of burning "
Yas (30 May 2017)
"Been waiting over 8 months for modification, hotpoint is beyond a joke! If there is a fire I will hold hotpoint solely responsible. "
Ally1756 (30 May 2017)
"Had a fire risk drier. Was replaced with a new unit that I paid £99 for. New unit has broken down twice within a month and a half of being delivered."
Laura-Bentley (29 May 2017)
Liese-whitaker (29 May 2017)
Mat19 (23 May 2017)
"The inner glasses of my oven HOTPOINT UT 89 exploded after I ran a normal pyrolysis ... hopefully nothing flammable was touched by the very hot pieces of glass."
pw145 (22 May 2017)
"Sick and tired of Hotpoint. Expensive washing machine wrecked clothes but told it was ok. Then bearings went but I was told I wasn't supposed to use it every day then it died at 14 months old. Now 18 month old dryer completely dead after being fixed only three months ago after botched modifications!"
Dyl (20 May 2017)
Vikki-scott- (20 May 2017)
""Ordered a replacement tumble dryer under the modification scheme as I didn't want to wait for it be repaired. However it broke down and now has done the same thing again and am having to wait for the spare part and they know they are faulty "
MattyB (19 May 2017)
"Ordered a replacement tumble dryer under the modification scheme as I didn't want to wait for it be repaired. However it broke down in January and now has done the same thing again and am having to wait for the spare part and they know they are faulty "
Karen-M (18 May 2017)
"Never ever take a chance on life. Rather wet washing than loss of life. Take responsibility for life OEMs..."
Jen-Sedge (16 May 2017)
"This needs resolving NOW "
LucyS (16 May 2017)
Col (15 May 2017)
"Appalling quality and customer service by Hotpoint. Had a Hotpoint dishwasher that went up in smoke. Managed to get to it in time - unplug it and douse it with wet towels. Just under an hour on hold before being told that a) it wasn't one of the faulty serial numbers b) it couldn't be reported as catching fire unless we saw flames - thick black smoke not enough. c) they'd be about a week before they could sent anyone to look at it. I gave them the serial number, said they had a problem even if they thought it wasn't a bad serial number and told them they had a day if they wanted to look at it before I took it to the tip as we didn't have space to store it as I'd bought us a new dishwasher. I got the impression that their fault line staff have been briefed to deny any problems - even to someone who has experienced a problem first-hand. So sad to hear of two people dying recently due to a fire caused by a Hotpoint appliance catching fire. How can a company put their profits above human lives? "
Keeva (14 May 2017)
"Ordered a replacement dryer when i found out mine was at risk of setting fire. It has now broken 4 times and still no replacement even thou faulty"
C (12 May 2017)
Ray-Bannister- (12 May 2017)
MA71 (11 May 2017)
Emmajane (10 May 2017)
"I bought a brand New Tumble Drier. When I had the letter, although buying it two years earlier it had only been out of the box a month (due to builder issues) I informed the company that the product had never been used, not even plugged in and that I resumed a replacement. They told me that I would have to pay for a replacement. I informed them that I had not set out to buy a life threatening product off them and that it was their fault. They sent me a letter saying that the repair would be 100% successful in making it safe. I contacted Consumer Advice and they said that what they are doing is enough and that I can't expect a replacement. So I booked an engineer to come out I booked a day off work for the engineer to come but the engineer didn't come but claimed he did. I then booked another morning off work, sat in my front room with the front door open...the engineer didn't come but claimed that he did. I waited and waited, and emailed and waited and then missed my lift to Liverpool to see my Nephew and they didn't bother to turn up but again claimed that they had. I am now currently sat in the window where I will stay 7.15-10.15 to see if they turn up this morning to do it after booking yet another morning off work. Their treatment of customers is unbelievable."
Tynah (06 May 2017)
"Fridge freezer not working for over a month. Hotpoint mis sold me a D&G plan assuring me I'd get a 14day cancellation period as well as a detailed report that I could send to retailer to refund costs of repair (under Section 75 sale of goods) 24 emails, 21 phone calls, Facebook n Twitter messages you name it. Hotpoint are tossing me around and refuse completely to take full ownership of all the crap I've gone through. Have young kids, and have told them as much but they literally ignore anything you tell them about your circumstances. Sooo wrong, I am at wits end."
Kelly-olive (01 May 2017)
Graeme (28 Apr 2017)
"A shambolic company that haven't honoured the guarantee of goods purchased from Ikea as part of a kitchen. Have waited 3 months plus for a replacement oven which as of 28/4/17 is currently on route from Italy! It's been en route for 4weeks and counting!"
Kupcake (25 Apr 2017)
"I think this lack of QC! and SAFETY! ! is totaly Unaceptable! Has there lack of CONCERN! for there Customers SAFETY! ! I recently purchased a Hotpoint and just has above! the QC! ! was very POOR!,it didn't last a DAY! it also tripped! the Power. I also a Hotpoint FF which is well made! and show's that the QC! ! has got too a totaly Unceptable level,maybe due Cost Cutting!???"
Nics (23 Apr 2017)
"Expensive item purchased and unable to use and until safety notice issued unaware of extreme danger. Against consumer rights but Hotpoint using delay tactics, intimidating and rude. We are entitled to have a product that is fit for purpose and the company should not question our motives - we have none apart from wanting a safe machine we can use! - and refund us so we can opt for a safe product of our choice."
Shazza0305 (17 Apr 2017)
"Had a modification on my 2 year old condenser dryer now it trips my electrics and no water is collecting in my condenser "
Barbara-ann (17 Apr 2017)
"Bought a condenser dryer 2 years ago which sat in the shed for over a year for fear of using it. I am disabled with mobility issues and would not be able to get myself out the house if a fire was to occur. Someone did come and claimed to have fixed in in Jan this year. We have no paperwork, we signed nothing, and no stickers were put on our machine. It is now being used due to someone working on it but it gets too hot and cuts out so we are unable to use it again so it is just stood in the house gathering dust. We do not have the finances to replace it so are going without. The strangest thing is this, even though an engineer came out and supposedly sorted it our we are still getting text messages stating URGENT claiming we need to book in for safety checks. "
Njpeas68 (14 Apr 2017)
"Purchased a brand new tumble dryer which I couldn't use as it needed to be modified which I had to wait 13 months for it to be done! Not happy, disgraceful customer service. "
Chrissills (13 Apr 2017)
"When a fault was found with VW they were made to recall and it wasn't a dangerous fault. This is a disregard for customer safety "
Fswade (05 Apr 2017)
"How are they allowed to get away with this?! Why are we being penalised for buying a dangerous tumble dryer. I have been checking the stock for a black condenser for over a year now and never in stock! I DONT WANT A WHITE ONE!!! I refused modification I don't trust it to be fixed safely with 2 young children in the house! I want a full refund and then I will never ever buying from them again! "
Claire-Adams- (31 Mar 2017)
"Disgusting customer service from whirlpool customer services enquirer line/registering faulty tumble dryer/modification/repair/replacement. So far whirlpool have left me 2 yrs without tumble dryer awarded in my permanent disabilities which inc life threatening partially sighted bedridden hospital bed housebound totally no family alive heart condition and karakysis are just some of the 17 disabilities in total l. I have 2 live critical fire safeguarding's on my disabled bungalow plus an industrial heat detector fired in bedroom as fire brigade wasn't happy with dryer in here and no fire exits due to 8 different OT cock up and there's 22 council complaints on fire exits. My family are dead inc my husband who was sudden death and friend. Ive suffered some permanent paralysis whilst this going on and a heart condition been diagnosed and had surgery which went wrong. I also suffer with illnesses such as fybromyalgia where stress has to be avoided inc my heart. Whirlpool treated me like I was no one from start. They registered me 5 x each time I phoned and despite telling them it's already registered and can't have modificationthey ignored that along with my disabilities and even booked a engineer fire assessment today that should happened nearly 2 yrs ago in beginning. They ignore fCt no fire exits and seen by Samsung engineer and fire brigade. I've write letter to nd of whirlpool with help from soapbox to try force my machine replaced as I've had but bedding 3 x wk nearly 2 yrs and paying fir care out my benefits I'm in severe financial debt which I wouldn't had only for whirlpool. Customer service has been a farce along with heartless managers who leading and advising their staff manned phones. If it had been a small company or builder trading standards would sought prosecution so why can a giant like whirlpool escape being forced to replace dryers without question, begging, phoning, vmcanoaignibg, suffering etc. Should be laws for all suppliers if all companies big sna global to immediately rectify the issues caused and pay varying levels of compensation assessed as inidividual cases. If all owners went to their hq with box matches surrounding hq and other sites theirs we would be arrested and charged with intent cause GBH and carrying/intent to use an offensive weapon. They are guilty of supplying an offensive eeapon and should be in court charged with intent to maim injur lmkill a person by way of supplying a death trap that's not fit for purpose "
AngryFrank (21 Mar 2017)
"Sick of being read out the stock reply about customer safety being paramount etc. No it isn't"
Linda1410 (16 Mar 2017)
Shel-Evans- (15 Mar 2017)
"The company is a joke. I got a faulty foc replacement and it stinks of burning it burns clothes, the drum grinds and it stops midcycle to emoty the water bottle which is already empty. I want a full refund not a replacement. I need a dryer being a family of 8 and grandchildren that live at home. Pathetic!!"
JennyLee (12 Mar 2017)
Simon.--- (10 Mar 2017)
"We're fed up with the way Hotpoint are dealing with their problem machines. Purchased near top of line dryer in 2010 from currys. It needed a new thermostat not long after which Hotpoint repaired. We have refused the modification and are not willing to give them any more of our money for a newer machine which is not near top of line. It doesn't even look like our firerisk machine 🔥 Hotpoint customer support are digging their heels in so we have been left with no choice, we are pursuing a refund under section 75 sales of goods. It was faulty at point of sale so their contract with us is not valid. Now the real shady thing here is they say we have a new machine in our home and the firerisk machine doesn't exist on their systems We spoke about the affected machine just a few days ago now they conveniently can't find it. The thermostat repair doesn't exist either. They are shady liars. Avoid the whirlpool group products people. Vote with your wallets."
Jaq (09 Mar 2017)
"This company is an absolute disgrace! I have been waiting for over a year for a modification but have no confidence in the dryer, the repair or the company and they have told me, because my warranty has expired I cannot get a refund or replacement at no further cost to me. I explained the fault was there before the warranty expired and are offering me a "free" modification or a new dryer at a reduced price. I'm tired of fighting them now. Also since trading standards have told them to advise "Affected consumers" to "unplug it and do not use it until the modification has taken place." for Ireland and "other countries" they are still advising customers to carry on using them. There explanation to me for this was they were in the process of updating the information, considering it's on the same page, why wouldn't they do it at the same time?? I suggested to her it was because they are not obliged to tell Ireland or other countries which of course she denied.Needless to say they still haven't updated their safety advice for faulty dryers to Ireland and the rest of the world"
FB-user-69838 (06 Mar 2017)
"My machine only failed AFTER the modification. How can i ever trust it again now?"
HeatherK (04 Mar 2017)
"Had to wait nearly a year only to have to chase them up once told new advice that we were not to use tumble drier AT ALL. Told I could get it fixed but never once offered a replacement. "
danielle.fuller (04 Mar 2017)
"I advise anyone I can NOT to buy from Hotpoint! I have had a faulty gas cooker since the day of purchase in June 2016 and I have only just received a new cooker last week! After months of calls, complaints, emails, loss of earnings which have all resulted in me losing £100s I have barley had an apology, just rude advisors! I was also miss sold insurance and lied to in order just to get my cooker looked at when the whole time I was under warranty! I was also advised that the cooker needed to be removed immediately because it was a faulty gas cooker which was blowing out gas! No one helped at all! And all I have been offered is an extended 12 month warranty and a customer care pack! "
pug077 (04 Mar 2017)
"been awaiting over 15 months for repair to which i dont want and wanted a replacement but never in stock. i recieve a letter today telling me they have failed to get into contact with me after multiple attempts yet ive emailed live chatted and still no help"
Louise-evans (04 Mar 2017)
"Louise evans My tumble blew and luckily my electricity system knocked the whole house out. A day without electricity whilst waiting for an emergency electrician was the consiquence. This wouldn't have been so bad if my husband was not at home receiving palliative care for a terminal brain tumour. Worse than the tumble issue was the customer service that followed. I explained my situation at home to the relevant team and was reassured that in 3 days time a fire engineer would visit and the problem would be rectified. I waited all day and kept my husband upstairs to protect his dignity and try to keep his confusion and anxiety at bay. I rearranged Macmillan visits. At 4pm no one had shown, I called the number and was told the engineer was absent today and they were going to ring me. Really hotpoint! When? I was told they had no supervisors or managers that I could talk to and I just had to wait until next week and go through the whole thing again. In the meantime I am desperate for a tumble and have been told I can't remove the old one until it has been inspected by hotpoint. Disgusting customer service! "
R-Feathers (03 Mar 2017)
"Added this to Hotpoint's Facebook page "Hi Hotpoint. Just wanted to say that I am loving my Aqualtis washing machine and tumble dryer. Only thing is that I thought my tumble dryer model would be fine with all this news about how some tumble dryers need modifying as they can catch on fire. I was wrong. My tumble dryer is one that needs to be modified. Received an email tonight to say I can have it modified or buy a new tumble dryer with additional costs. What I am disappointed is that the types of tumble dryers that are on offer to replace my Aqualtis 9kg dryer at additional cost are in fact models that don't meet the specification of what I have. There is no telephone number for me to ring to ask about this and hopefully by asking you directly you can help with this issue. Please can you assist with this? Thank you in advanced. The offer...""
Priesty- (03 Mar 2017)
"Ben waiting 18months for a repair, not acceptable! "
SiobhanE (02 Mar 2017)
"We bought ours in November 2015, not long before the story hit the media. I'm not happy about having a machine we cannot use, a long wait for a modification that may or may not work, or the alternative of paying the company that caused this for the privilege of owning yet another of their machines. No thank you. Ours is less than 18 months old, why should I pay for a replacement already, and why on earth would I allow another whirlpool/hotpoint/indesit device into my house?!"
Anna-Malcolm (02 Mar 2017)
"Waited a year for contact regarding modification despite Hotpoint being aware of the danger. Now it appears that the modifications are making the situation worse! Please take your responsibility more seriously Hotpoint."
SteveB (01 Mar 2017)
"Hotpoint - what is happening - I had a 'catching fire' tumble dryer - you were meant to fix it in September, you didn't, I finally gave in and paid £100 for a replacement (which in itself Is crazy!) - It was delivered this morning, used for 10 minutes this evening and now showing error F06 - a quick search online reveals this is a problem that the majority of people you have sold these 'replacements' to have been experiencing....since Jan, have you not learnt anything.....why are you 1) selling these to people that have already had to put up with a combustible tumble dryer for some time 2) still sending these out when there a literally thousands of complaints like mine since Jan this year!?"
Steph-walton- (26 Feb 2017)
"The service from Hotpoint is a disgrace. My tumble dryer is now unplugged and unusable. I am now worried if my Hotpoint washing get machine will also be a danger!"
Marble11 (25 Feb 2017)
Silverfox (25 Feb 2017)
"paid for 5 year full cover on 5 Hotpoint appliances underwritten by Domestic and General. Rang this morning to arrange a repair on dishwasher as showing A1 fault code and water on floor. The earliest they can send an engineer is 7th of March, 14 Days, What a way to run a busines. Advisor said she would talk to her manager as she said that was a long time to wait, and he would contact me on my mobile! Nothing! Rang back in afternoon and spoke to another advisor who said the first advisor should not of said that! The date booked was all that was available! I ask who I could speak to to complain and was told to ring Domestic and General! Rang domestic and General and they said that was not the case, they only underwrite for Hotpoint! But they did go on to say that this was typical of Hotpoint, passing the buck I recall he said!! I then yet again rang Hotpoint back, yet again this advisor said that the last advisor should not have said that!!! Maybe Hotpoint need to train their staff better and employee more engineers... my Booking is ref 1507026996 maybe you should look into this as after paying to cover all my machines I class what you are providing as NOT FIT FOR PURPOSE. Thanks for a poor service. "
christine1966 (24 Feb 2017)
"Given a brand new replacement dryer December 2015 instead of modification. Found out yesterday that this replacement is faulty, assured when given it that it was safe. Hotpoint advised they knew middle of 2016 that these replacement models were faulty but was never contacted by Hotpoint to tell me that. Now waiting for a call back from a manager as I do not want a modification or another Hotpoint/Indesit machine. Don't trust them "
stellas (24 Feb 2017)
"I have an affected dryer which was modified and then proceed to start to burn! I do not trust this appliance and I have had to buy another one so out of pocket through no fault of my own."
SC (24 Feb 2017)
"Cannot believe the way this very serious machine malfunction has been handled by Hotpoint. My dryer has been modified but after 3 uses has failed completely."
Janz- (23 Feb 2017)
"Sick to death of them , my machine went on fire after the modification. I'm still waiting for them to pay for the damage "
KMC (23 Feb 2017)
"Disgusted by the way Hotpoint have handled this tumble dryer issue. They keep hoping you'll give up and forget about. Information they give is totally inconsistant and customer care is non-existent. The design fault is one thing, but the way the organisation has dealt with it has been far more serious. Why haven't they been brought to heel by the government? "
Rebecca-tremlett (23 Feb 2017)
"Disgusted. Didn't even know mine was affected!! I have 3 children and a baby!"
Vici (23 Feb 2017)
"Disgusted with they way they are dealing with this....putting our families lives at risk!!!"
Natalia (23 Feb 2017)
"I don't see why we have to pay for a new dryer when it's not our fault the dryers are faulty "
Lijaloo (23 Feb 2017)
"I registered my tumble drier back in January 2016 as it was on the list of faulty dryers. Received an acknowledgement and advised there was an 8 week wait. Other than two emails offering a replacement at additional cost nothing has been heard. None of the replacement drivers are comparable. I want a white vented sensor dryer the same as the one I currently have. The only sensor drivers on offer are graphite or black. "
Allu (23 Feb 2017)
"Microwave caught on fire"
claire72 (23 Feb 2017)
"I have a faulty machine I phoned up was first told it would take 13months at the earliest to be fixed I wrote on their facebook page they got backto I don't want the machine they offered a cut price machine and I said no so had to have a repair I still don't want the machine and today they firstly said they wont give refund as its too old but its not too old to cause a fire I'm disabled and have memory problems all they can say is have repair or cheap machine its not good enough I cant have it in my house its so worrying "
cj72 (23 Feb 2017)
SSadler (23 Feb 2017)
"I am shocked by this. I don't want to pay you any further money and I was sold a tumble drier that i cannot use. I demand a full refund."
Toni85 (22 Feb 2017)
"This is how my carpet was left today it's stained and ruined didn't even put plastic sheeting down and has walked it through as well he has fixed the faulty tumble dryer but I still can't use it wouldn't stop spinning when door was open so he replaced the part to break it so gotta wait till Monday for them to try fix it I'm not sure if to let them back in my home "
Lindsey-Hutchison- (22 Feb 2017)
"I registered my tumble dryer for repair in November 2015 and I am still waiting,Not only is this completely unacceptable I have learnt today that the advice is to now unplug it and not use it until the repair has been made! How much longer will I have to wait with a faulty unusable machine? I have had no direct updates from hotpoint since August 2016. I would be happy to have a new machine if it was the same spec as the one I purchased,However what is on offer is a basic model and I have to pay for the privilege! VERY DISAPPOINTING HOTPOINT!! "
Annimac (22 Feb 2017)
"I have been bullied and treated like crap over a simple request of a refund from hotpoint"
C-Hill (22 Feb 2017)
"Shocked and appalled that this has gone on so long. I've continued to use my dryer and now advised not too. Been over a yr since registering. "
Stephen-leonard (22 Feb 2017)
"Lies, stalling tactics, disregard for safety, lack of compassion Not the way a company should act"
Nataliep76- (20 Feb 2017)
"Been waiting since February 2016 for the modification on the faulty tumble dryers that were sold, told it would be done in November 2016, offered replacements at a cost, what a joke!! It's now February 2017, I've had to contact indesit as not heard anything from them about a modification. I've lost all confidence in them so I opt for click and collect replacement (as it's the cheaper option) only to be told I can't have that anymore and have to pay for delivery!! This is a joke, it should be a free replacement item and free delivery as it's s fault the machine was sold with."
Katy61 (19 Feb 2017)
"I bought an Indesit fridge freezer 4/12/12 which went wrong 3 months later and has been doing so ever since on a regular basis; engineers have replaced it's motor and cooling fan 6 times now, most recently in early December. Each time I've lost all the food, no compensation. Now however I am prescribed injections which cost approx £2800 per month to the NHS, and must be kept refrigerated at all times. The fridge freezer has just gone wrong again. Medication delivery is scheduled for the day after tomorrow, no engineer available until the day after that when I will not be here as visiting my new grandson up north. The medication is essential for my health. Indesit promised today that they would treat this as a matter of high urgency & would get a member of management to phone me as I am insisting that they now replace this terrible appliance with a new one, did I get a phone call? Did I hell. They just don't seem to give a damn. I've told them that if I get seriously ill I will take legal action against them for negligence, and that the local NHS trust could do the same if I have to throw away my unrefrigerated injections...And it's like, do they even hear what I'm saying? I am absolutely furious and very afraid for my health. I cannot believe how they treat their customers, putting people at serious risk & wasting thousands of pounds of NHS money. The stress of all this is making me feel even more I'll, I just don't know where to turn. "
Angelique (18 Feb 2017)
"Quick at sending emails to take out extended warranty and remind you that yours is running out. No word about the fault though. Offered for the second time to pay £99 for a new one. Wouldn't have minded if mine was a good few years old and not 6 months at the time this kicked off. Not so keen now that seemingly the replacements and modifications are coming with their own issues. Letters/phone calls all seem to be falling on deaf ears. Still waiting for engineer that according to them should have been here 3 times already even though I've know nothing about it. I was finally given his number and called to be told he was only just getting the parts necessary a year in after the issue was highlighted and he would get round to sort mine in a couple of weeks That was last year - still waiting"
Natalie-parr- (14 Feb 2017)
Mark1 (13 Feb 2017)
"We have been left hanging by whirlpool for nearly two months now after their engineer failed to repair our machine and soaked our floor by not fitting the waste pipe properly, he was also very rude to my wife who was at home on her own at the time. We have had no contact from whirlpool despite having paid insurance for over a decade. The customer service is appalling despite trying to contact them numerous times."
Ticketyboo80 (13 Feb 2017)
Knurly (12 Feb 2017)
"Copy of the email i sent to the CEO of Indesit today. To Maurizio.Pettorino@indesit.com 11 Feb at 3:42 PM Dear Maurizo I am so sorry to bother you with this as i am sure you are an exceptionally busy man and far more important things to deal with. At 73 years old i am finding this extremely stressfull to deal with. but i would like you to read the two posts that i have had to put on your sister company Hotpoints facebook page as i am completely frustrated with them afer they eventually replaced my Hotpoint Ultima tumble dryer with one that was supposed to have been safe despite the fact that is was a much inferior machine and that it burnt my laundry only six weeks or so after being delivered. Replacement tumble dryer has singed my laundry through overheating. On December the 19th 2016 Hotpoint delivered a replacement tumble dryer model number TVS73BGG and removed my Ultima model which was supposed to be a fire risk. Obviously it cost me £49 and is a much inferior model to my Ultima but the thought of it catching fire meant i had to accept being fobbed off with a much inferior machine or buying a dearer replacement from a different manufacturer. a month later the heater in the new machine stopped working so i contacted Hotpoint and they quickly called out an engineer who found that the thermostat had tripped and reset it. Just nine days after his visit my wife put her new duvet set in the machine and at the end of its cycle smelt burning so switched it off When we took the duvet set out there were burn marks on both the pillow and the duvet cover so i unplugged the machine and dare not use it why was the machine not tested by the engineer to find what the fault with the heater was??? Once again their service department were very quick to call out an engineer and he will come today. so i now have an inferior replacement dryer that was supposed to be supplied to prevent a fire in my Ultima machine which never had a problem in several years that burns my laundry and can’t be used a because of fire risk that i don’t really want in the house. It was just luck my wife noticed the smell and switched it off otherwise we could have had a much more serious incident. Obviously the replacement machine is not fit for purpose apart from being a fire hazard. It is no wonder that after the first engineers visit he asked me if we had smoke alarms fitted and took a look to make sure we had!!! So on Thursday I eventually received a visit from the Hotpoint engineer after waiting in all day after I had an email for a morning appointment. A quick look at the burnt laundry and without hesitation he declared the replacement TVFS73BGG machine unfit to use due to fire risk took some photo’s dismantled the machine, and removed the power lead for safety. And so The new cheap Hotpoint replacement for my great Ultima machine that was fine apart from a possible fire risk, and that had worked only spasmodically for a month is now a piece of plastic and metal junk still with its sales stickers on dumped in my kitchen!!!! The new engineer who was obviously overworked asked me why the engineer that had reset the thermostat just nine days before had not tested anything on completion and he would ask him why as this would have at least prevented the machine burning my laundry. He also said he would report everything he had found and done then phone me next morning needless to say he did not. I am told that after my emails, posts here and waiting over a year for the replacement as well as two engineers visits in less than a month to work on the THE NEW ONE the matter will or has been passed on to the Hotpoint claims department. leaving me at this point with no idea when something will actually be done. So now I have no tumble dryer at all other than a cheap pile of scrap plus some burnt laundry. Whereas before this so called safety recall I had a great Ultima machine that gave no trouble at all. To say that I have had enough from Hotpoint over this is an understatement I will never again buy anything related to this company. The customer care is non-existent. They claim that it’s due to having to deal with 5million machines affected over 12 years. However compare this To Samsung I bought a new Samsung phone in September two weeks later I had an email from Samsung saying there could be a fire risk!! And that they would notify me on how to proceed two days later I was told to return it to car phone warehouse. They immediately provided me with a new equivalent phone, £100 pound refund and a reduced tariff .so three weeks after discovering the fault everything was settled and I never lost any service. Three months later and they had completed the whole worldwide problem 2.7 million phones. Hotpoint knew of this potential problem over two years ago it has been over a year since I was first notified there could be a problem with my dryer 18months wait for a repair was far too long with fire risk so in December I ordered a lesser replacement machine and now two months after delivery I have nothing. A copy of this post will be sent to trading standards and the ceo of Indesit their sister company for their comments. Best Regards Mike McCormack "
Doz (11 Feb 2017)
"I have never been treated so badly by a company in my entire life, took them 12 days to send an engineer out to have a look at the machine only to be told the board has gone. Which is a major component of the machine i have requested a new machine due to the seriousness of the fault but nothing. Now they wont even answer me. The machine is only 9 months old. Its disgusting how they can take my money and after a short period of time do everything possible not to help. Oh and hotpoint are above the law according to their hotpoint support team. Never again will they darken my door."
WT (10 Feb 2017)
"Fire risk TD. Registered and decided to go for the £99 replacement due to timescale for modification. How Hotpoint can get away with saying it is ok to use but don't leave unattended, I don't know. What is unattended? Can you leave the room for a few minutes or do you need to sit in front of the appliance with a fire extinguisher at the ready for a 90min cycle? Would my buildings insurance be happy that my house burned down using a known faulty appliance? The replacement came and after 4 or 5 uses stopped working. I don't have radiators and so have no other way to dry clothes in winter. I had the washing backing up whilst waiting for an engineer. Had to take half a day off work for the engineer visit. The engineer confirmed the module was kaput and it would need a replacement. I wasn't too happy at having a broken new machine repaired and was offered an upgrade for £35. I said yes to the upgrade but advised I didn't expect to pay due to the inconvenience etc. This is when it all really kicked off. I have a list of notes involving dozens (literally) of phone calls and names of different people in different departments. No one took ownership. I asked for an immediate refund of my money until sorted out. I advised of the urgency and that waiting a number of days to be told a delivery date (which would have been more days away) was not acceptable. I have been hung up on. I've been told to ring a certain number which I specifically asked if the department was open only to find out it was closed. I finally got the upgrade replacement for free and instead of a refund was given an extra 12mths warranty. This just about kept me happy as I was pretty glad to have it finally resolved and to be honest gave up the fight. The new machine from first use had an issue. The display was steaming up. Not good for electronics! I advised the complaints team in an email of the fault as well as the fact that I'd try to get the extended warranty but the first two advisors couldn't help me with. More phone calls and wasted time. I was advised an engineer would be booked and I'd be told what was happening but nothing came back. Now my machine is kaput and I'm going through the same nonsense all over again. I cannot believe the company can get away with supplying machines with clearly sub standard components and provide such terrible customer service. I paid money in good faith for a product that was faulty. The two replacement machines are also faulty. I have wasted far too many hours of my life and incurred loss of earnings trying to sort out a problem that was created by Hotpoint Whirlpool or whoever they are branding themselves as. Not a happy bunny and I'd leave to see the company pay huge amounts in compensation to all those affected."
Jay (08 Feb 2017)
"Hotpoint have taken the piss lately. All my machines have been Hotpoint Aquarius. I had one of the machines with the fire fault. I was told I would have to wait 10 months for it to be repaired as engineers weren't available, I refused and told them I wanted a new machine as I was still in my 12 month warranty period. I had a new machine delivered which then had its own problem where the heater stopped working. I had this repaired twice and then had to have a new dryer as the fault kept occurring. All in all I had 4 tumble dryers in the space of 12 months. Each dryer had same faults and repairs, The final machine had exactly the same fault and I had it fixed twice and at that point I had enough, I got in touch with Hotpoint on Facebook who were more helpful that live chat on Hotpoint website. I also contacted the CEO as I was sick of shit service via live chat. If anyone needs stuff sorting going the CEO route it always works his email is Maurizio.Pettorino@indesit.com or try uk_ie_customerrelations@whirlpool.com Since contacting the CEO I have had a brand new machine again which this time is and Indesit as I refused to take another Hotpoint machine and it worked they sent me no problem"
bruce1232 (08 Feb 2017)
tmarie (07 Feb 2017)
"I have a Proline dryer (which is apparently made by Creda) that was registered for modification as an 'at risk' dryer in March 2016. After 2 visits & all that time- the last engineer said he'd never seen a Proline dryer before & they don't fix this brand. Angry doesn't describe how I feel..."
Linsey-C (07 Feb 2017)
"Had my dryer for almost a year now. Had nothing but problems with it. Every couple of months it breaks down and the same part has to be replaced. The company aren't listening and refuse to replace the dryer. I'm stuck with a shoddy product that's not fit for purpose "
Lyndaloo1981 (06 Feb 2017)
"Disgrace of a company!"
Traceylewis70- (06 Feb 2017)
"I'm so sick of sending them emails with regards to my dangerous dryer! I first registered it back at the begging on Dec 15 & still nothing! I've told them I don't want it modified as they are catching fire, nor am I prepared to pay £99 for a dryer that is nothing like the spec I paid for originally! I myself suffer from Crohn's disease and have recently moved into a top floor flat where the lady below me is on home dialysis so there's no possible way she could make it out if the inevitable happened! This company should be half accountable, they've continued to sell these things knowing they are faulty, yes that's exactly what it said on my letter, FAULTY! "
Page45 (06 Feb 2017)
"Will never buy Hotpoint again!!"
SaraBell (31 Jan 2017)
"Tumble drier was bought in September 2015 and I had to request a repair March 2016 because of the publicised heater element and have only been contacted in JANUARY 2017 for a repair that I have booked in February. UNBELIEVABLE"
Sarah-N (30 Jan 2017)
"They're a joke. Sold me one of the faulty machines after they knew there were fire hazards, less than two weeks after having it they came and did modification. It's never worked properly since. Finally they came out again, told me nothing was wrong with tumble dryer BUT that I couldn't use half its functions as they don't work! Technician leaves, a day later my utility is flooded and water now drains out the back/via electrics, ruined my skirting boards and rendered other appliances in same area useless until dried out because of risk of water having gone near electrics in wall. Also don't have a tumble dryer that's not a hazard again and god knows when it will be fixed. No response from Hotpoint either from my emails, twitter or Facebook. Company is a joke. "
Rosie_mac (30 Jan 2017)
"Ridiculous that I paid to replace a perfectly fine tumble dryer, had the new one 2 months and it broke. Was repaired and has broken again after only 17 days. Absolute disgrace "
Catherine-Steen (30 Jan 2017)
"My original Hotpoint dryer was 2 years old when the new broke about them being fire hazards. I registered for the modification in November 15 and told I would have a 5 week wait for an engineer to come and modify the dryer. 5 weeks passed and still no sign, I then decided I couldn't babysit my dryer any longer and paid £99 for the 'upgrade'. It arrived in Feb 16 and first broke in Nov 16, an engineer fixed it and now it's broken again (Jan 17) I contacted the repair helpline and they booked it in for repair. The advisor told me they wouldn't expect a new machine to break down in the first year let alone twice! He then tried to offer me a discounted 2nd year warranty for £4 PER MONTH!!! he obviously has no faith in the machine working for much longer! If they think they are getting any more money out of me they can think again! If my dryer breaks again I will be buying a new dryer from a different company rather than pay for an engineer to come out!! "
Shane (30 Jan 2017)
"Awful customer service."
Rosana (30 Jan 2017)
" I had a (fairly new) Hotpoint tumble dryer that was one of the safety recall machines. Obviously the thought of it setting fire to my house and children was quite off putting so I paid the £59.99 or whatever to exchange it for a non explosive like for like machine which arrived last Friday. TVFS73BGG - What a truly rubbish machine. I would have been better off laying all the clothes on my kitchen floor and blowing on them to dry them. The machine did not heat at all. From the first use. I called Hotpoint and spoke to an astonishly rude woman (David Walliams obv got his computer says no character from her) who eventually arranged an engineer who arrived today, Friday. His first thoughts were that the vent in the wall did not line up with the vent placement on the machine thus blowing the thermostat. a) I've had many previous tumble dryers with no problem and b) the machine was cold from the outset so what was to blow. He suggested a condenser machine would resolve the problem. He did phone back as he said he would and said he'd arranged as promised to get it replaced with a condenser machine but of course I'd have to pay an extra £50 for the privilege. Of course!! So basically I have unwittingly bought a Tumble dryer that could catch fire but I can pay an extra £100 to Hotpoint for the peace of mind of no incineration! What a marvellous piece of marketing! I told him I didn't think I wanted to do that but that I wasn't going to take up more of his time discussing with him as not his problem. I was told someone from Hotpoint would call to follow up and they haven't. Which is really, really, really annoying especially as I have just gone round the house replacing all the washing drying on radiators and will have to do so again and again. Three days later, still waiting to hear from hotpoint."
TMW (30 Jan 2017)
Jyoti (28 Jan 2017)
"I am having a lot of problems with the modification. Three visits and still no joy. A perfectly working tumble dryer now out of action completely. Three annual days wasted and the inconvenience of having no dryer on top. More parts ordered waiting nearly a month now.What happens if the engineers can't still fix it? I do not want to pay for a replacement."
Kimw (25 Jan 2017)
"I paid £99 to replace my tumble dryer after waiting nearly a year on a modification, my hall was getting damp from drying clothes inside and could no longer wait on the modification. My new dryer was delivered in the middle of November and broke on Christmas Eve, it was repaired on 10th January and broke down again on 17th January. I asked for my £99 to be returned and for them to take my dryer back and bring back my old working dryer, they refused, they won't even discuss replacing this dryer until they have been called out to the same fault three times. It's due to be fixed in a couple of days, I no longer want this dryer it makes me anxious the whole time it is on and I've already taken 3 days off work to have it delivered and repairs. The jumped up senior adviser who messaged me on Facebook told me to seek legal advice! "
elsie29371 (25 Jan 2017)
"I replaced my faulty dryer at my expense, 6wks later replacement dryer stops working, 2mths later one engineer visit my dryer is still not fixed, i am being ignored completely apart from being told £25 and the pleasure of a broken dryer sat in my garage is the end of the matter....i returned the £25 and requested the dryer was repaired, i have heard nothing. I have had to buy a new one as a family of 5 we needed dry clothes. They have cost me over £220 in unexpected and unwanted costs since oct 2016 plus laundrette expenses getting clothes dry, phone calls, emails, time off work for engineer that did not turn up etc....the list goes on."
KS87 (25 Jan 2017)
"Had a faulty machine. Paid the £99 for a replacement, which has broken down twice in ten months. Fighting for a refund of the £99 and the original machine cost, since neither fit for purpose. "
TraceyBuc (24 Jan 2017)
Nataliebr (24 Jan 2017)
"Brought an oven in August 2016, on the 24th December 2016 said oven goes wrong in cleaning cycle. Ring Hotpoint and told that they will get an engineer out on the 5th January 2017. The engineer comes out and find that he cannot look at the oven as the door is jammed due to it going wrong in the cleaning cycle. He tells us he will need to order new parts and smash the current door off and then he will be able to see what is wrong with the oven. 8th January I call hotpoint and ask when the parts will be in. Hotpoint tell me on the 13th January so we arrange for them to come out on the 17th January and I arrange to take time off of work. 12th January I get a call to cancel the engineer saying that parts won't be available in time. 17th January I call Hotpoin customer service to ask when the parts will be in. The customer service rep says let me just check. Oh they are in. I ask several times for a manager to call me or for the customer service persont to put me onto a manager/supervisor. I am told that they don't do call backs and no one else is free. She is very unhelpful. I tweet and facebook and all I get is apologies and then off of wait for it £20 of Sainsbury voucher (clearly really useful) and then I get an offer of cleaning products - bearing in mind the broken oven is self clean. Everytime you tweet or facebook them they apologies but refuse to get a manager to call you back asking you to ring the call centre. I then email the CEO office and the very next day I get an call offering to replace the oven. Great we agree this is full and final settlement and they will disconnect the broken one and reconnect the new one. 24th January 2017 I get a call from the delivery team and we discuss dates and they tell me 1st February between 7am and 7pm they will come out. I then say to her that to make sure the engineer knows that he is going to have to smash the broken ovens door off to get to the screws. She seems very confused by this and tells me she needs to speak to her supervisor. She then calls me back and tells me the screws are in the trim. To which I reply yes which is behind the door and you need to make sure that your engineer knows that the oven went wrong in the cleaning cycle so he will have to smash the door off to get to the screw to be able to take the oven out and replace it with the new one. Lets hope on the 1st Feb this information is passed on and we get a new oven fitted. I have got to say Hotpoint have one of the worst customer services I have ever come across and an oven that was 4 months old should never have gone wrong. "
Peter-Convey (24 Jan 2017)
"I am reduced to trying to publicly shame Hotpoint for their appalling customer service, as it would appear that 10s of thousands of others have. In this day and age you could do far better than insist someone has to be available from 7 am to 7 pm for your random engineers to visit. Even when you text to give a '3 hour' slot that an engineer 'will probably' arrive, they do not, and you, your engineer or your agents make no attempt to contact to update, explain or apologise. Your 'helpline' is equally unhelpful. Maybe it owuld focus your attention if I could charge you for my time wasted out of my workplace waiting for your 'service'. Still no engineer, long after the promised slot. You have no chance of me using your service or purchasing your products in the future."
Veronica-Taylor-Hunt (24 Jan 2017)
"Perfectly working tumble then broke after modification in a nutshell hotpoint won't get engineer out to suit me as I've already taken day off work for modification "
Notahappybunny (24 Jan 2017)
"Had my indesit tumble dryer just over a year and had to get the company to come out and fix it twice in the last 3 months total disgrace they refused to replace it when th a new machine when it's obvious it's faulty my last machine lasted 10 years!! I wish I'd gotten that one fixed now as this new one is rubbish standard"
sarahg (16 Jan 2017)
"I am utterly disgusted with hotpoint customer service and the lack of interest they show with the safety concerns. I asked how using a faulty appliance affects my home insurance, they said it didn't - I have contacted my insurance company and it does in fact effect my policy and the likelihood of them paying out is very very slim!! I have massive concerns about using my machine with my 2 young children in the house and they really don't care. I wrote a long email expressing all my concerns and apprehension about the fix and they responded with 6 lines of writen text!!! HOTPOINT are the worst company I have ever dealt with"
Gillz (16 Jan 2017)
"My tumble dryer almost went on fire Christmas day 2015. It's a disgrace these faulty dryers are not being immediately recalled. Incredulous at being asked to pay money for a new dryer."
Ddowling01 (16 Jan 2017)
sabbott (15 Jan 2017)
"I've had similar issues with Hotpoint, how can they be allowed to get away with this"
Louiseh (14 Jan 2017)
"Still waiting for an engineer to come since 27th dec without a fridge freezer.customer service has been very poor."
Danielle90- (14 Jan 2017)
"been waiting 4 months so far for the modification to be done and my appointment is not for another 2 months so all in it will be 6 months left with a faulty and dangerous dryer in my home with my two young children!! I then opted to try order the replacement dryer instead but most of them are out of stock with no indication to when they will be available, hotpoint have said to check every 24hours for stock but why should we be the ones left to deal with the extra inconvenience that they as a company have caused us customers with a faulty products!!"
Emmaj87 (14 Jan 2017)
"Traded in my old drier due to a fault that I would have had to wait 2 years for them to fix. I paid £100 for a new tumbler thinking I'd got a good deal. Not 1 month later it breaks with a fault to its heating element. After much confusion Customer services tell me they have to order parts and will have to wait 4 weeks! After the 4 weeks it's repaired just in time for Christmas! Now less than a month later the machine won't turn on at all. I call customer services to be told it's covered for a year under electrical faults. Good, I'll be covered. To which she replies if a workman comes out and determines that the fault is a result of something else I'll be charged £94! What's the bet the workman would most definitely find something other than an electrical fault?"
Poor-service- (14 Jan 2017)
"Over a year, and I still can't even book an engineer to come and look at the dryer we are told could be a fire risk. Endless lies told by phone operators. 'No engineers work in your area'. They are quite happy for people in my area to pay hundreds of pounds on equipment that is a danger to my family though....."
Tristan (14 Jan 2017)
"Over a month and still no repair service with no commitment on when it will be sorted."
TraceyP (11 Jan 2017)
"Waited for over a year for a repair to my tumble dryer and gave up and ordered a replacement that worked for two weeks. Now been waiting a month for repair. "
Lyndsey- (10 Jan 2017)
"Given a false complaint reference number. Engineer finally attended saying it was user error and I was over loading machine when machine is on fastest spin still.making horrendous noise (a duvet and 2 pillows is hardly overloading) I have screenshots from live chat stating they've had issues with the department who's meant to notify you of appointments being cancelled."
M-A (10 Jan 2017)
"Still no one has come to fix our dryer, it's been well over a year now. It's just not right"
Julie-C (10 Jan 2017)
"Had my indesit dryer 15 months then found out it was 1 of the faulty ones. They cancelled the first appointment it then took weeks before they finally came to do the modifications I was never offered a new machine even though it was only 15 months old, 6 months later a smell of scorching and the dryer will not work at all, It is less than 2 yrs old and with minimum use. Spoke to Indesit who have said the modifications were only guaranteed for 3 months but they would send an engineer out but would charge me for parts and labour. I told them no and have had to go and buy a new one as my husband works away and comes home weekends so his working clothes have got to be done on weekends so can't be without a dryer. Disgusting after sales service "
Poor-service-by-Indesit!!! (09 Jan 2017)
"My dryer was fine until they replaced the panel as part of their work to make the dryers safe, it then stopped working mid cycle, scorched the plug socket which was too hot to remove! I now have to pay an electrician to come out & sort it! They checked the dryer and said its fine & it must be my electrics. Funny because they do an electric check before they start working on it for their own safety&bit was fine. Must be a coinsidence said the second engineer, what that i had no problems until you messed with it!! Now with someone who has severe OCD about appliances it's causing me so must stress. Now they want to send a third engineer to check it yet again, I don't want them anywhere near my electrics again!! Customer service....what customer service!!"
Carver (09 Jan 2017)
"We had a tumble dryer for many years, which worked perfectly, never overheated and did exactly what we required. We were then told that this was on a recall notice and must be looked at by an engineer or we could purchase a heavily discounted model fo £99.. As the wait was (at that time) 8-10 weeks for an engineer and did not want to take the risk, we opted for the new machine. We had a new machine delivered, installed and the old unit taken away. No problem at all... Then after a few months, mid cycle, the dryer stopped, an error code flashed and we called Hotpoint. They said an engineer must come out for that error. We then had to wait 7 days for an engineer, who said a part was required and should be the following week when it would be fitted... After 10 days had gone past, I called Hotpoint to which they had a record of an engineer coming to visit, but no part had been requested to be ordered. The guy on the phone then orders said part and then explained I would get a text when it was in (another 7 days) to arrange an appointment for it to be fit. After 5 days I decided to call, just to make sure it had been ordered and everything was still ok... Lucky I did, as the person who I spoke to this time said that the wrong part had been ordered, so he will order the correct part and keep the original part ordered to both come a few days later. So the engineer would have both with him. Engineer turns up, fits new heater element, dryer works.... I was told this was a COMMON issue with the new dryer and that should be the end of it! A few months later, different error code appears and dryer stops again... Call Hotpoint, who give me their first date (10 days later!) which was not suitable for me as we were on holiday.. He was happy that I was in fact was not moaning about the 10 days and was requesting a later date when I am back off holiday... This was 30th December... I booked this in, received multiple texts confirming this over the following 2 weeks, which was reassuring......UNTIL...... The final text reminder 2 days before, which now said an engineer would be there on 29th December.. I was at that time in Spain, so tried online chat, Email, Phone and each of these said I was mistaken and it was always 29th... I even sent them the reminders they had sent to me to prove it.. There was no way they would revert to 30th... I ended up having to pay someone to sit at my house to wait for the engineer to arrive on 29th.. What was interesting is the only time someone looked into it properly was when I moaned publicly on the Hotpoint FB page! To which they gave a nice response for everyone to see, but then after me typing the whole issue out to them in a private message as requested, no meaningful response! Anyway, the engineer came on 29th, spent 45 minutes looking at it and said "you need a part" so I am still with no dryer weeks on from when it was reported. I was informed the part is now in and an engineer is coming tomorrow (10th Jan) to fit the part... I have no faith at all this will be the end of it... In all, this has cost me hours of time, either on the phone, on their online chat and explaining the issue so many times.. It has also had a financial burden, in the fact I have had to pay someone to sit in my house as they did not honour the appointment set weeks in advance and 2 days off work from the original breakdown. I have enclosed an image showing the text thread where they changed the date! All in all in my opinion they let themselves down with their customer service... Anything can break down, which is an inconvenience, but it's how it is dealt with from that point which is their downfall.. Let's see what tomorrow brings!!"
SHL (09 Jan 2017)
"I was sold a washing machine that was delivered faulty (unknown to use but confirmed by a 'engineer'). Machine broke after 4 months and then took 9 weeks to resolved. Eventually given a replacement machine but with no compensation or even an apology for the inconvenience of having no machine for 9 weeks, over Christmas. "
ASkinns (09 Jan 2017)
"I have too been sold a faulty and dangerous tumble dryer that we rely on for drying all of our clothes, towels and bed cloths! Without this we are stuck. Despite this we have been told we have to wait over a month to have it looked at by an engineer. I also have been told by a white good engineer that the fix they are carrying out is completely inadiquate."
Brett-Archer (09 Jan 2017)
"I've now been trying for 7 days to get someone at Hotpoint to help resolve an issue with a Washer/Dryer. Rather than simply replace the machine I had hoped that such a well known and established brand might be able to offer some quick technical assistance but regrettably not and now a week later I still don't have a washing machine, a real hindrance with two young children. I cannot see why there is such a reluctance to help and poor level of Customer Services. Having had my time wasted i'm loathed to simply walk away when I strongly feel they should be accountable. "
A-Jones (09 Jan 2017)
"We spent £700.00 on a Hotpoint cooker which went wrong after 12 months. The engineer that came said it was the SSR board. He replaced it once but it went wrong again after just a month. When he returned he said he didn't have an SSR board on his van as he'd used them all on other cooker repairs. He said he can't understand why Hotpoint don't do something about this. I've contacted Hotpoint but they're totally uninterested."
Lbod (09 Jan 2017)
"Our unsafe tumble dryer was replaced with a 'safe one' this caught fire last week, thick smoke pouring out. I have 3 young children and I usually put it on overnight, thank god I didn't! They are making us wait 5 days to get someone out. "
Kevin-Hall (07 Jan 2017)
"Absolutely ridiculous how a company have not recalled the product. It took 8 months for them to call me to arrange a repair by which time we have had to replace the appliance due to it tripping out our electrics. No offer of compensation forthcoming. Legal action required. "
HazzaB (07 Jan 2017)
"Have paid for extended warranty for 3 years at just under £200 a year. Had a fault 2 years ago which was fixed. Same fault has occurred again and am now told it is a 3 week wait to even have an engineer call out. I could buy a new machine with guarantee for the same price!"
Steve-h (06 Jan 2017)
"Our cooker broke down on Christmas Day, hotpoint originally said an engineer would call on the 18th of January, after trips to currys ( know how) and several phone calls we were told we are on the emergency list and would be called within 2 days, nothing so I complained again and eventually somebody came on Wednesday 4th, has to order parts, got a phone call wed afternoon saying one part is out of stock and will arrange a visit when it is in, we have now been booked in for the 1st Feb, I have lost count how many times I have called, 3 times I've asked to speak to a manager and been told I would get a call back in 4 hours, you've guessed it nothing, I've been in contact on messenger and email, explained I can't afford takeaways anymore for a family of 4, and am sick of toast, they don't care, this is a scaled down version of events but I won't bore you, but never ever buy a hotpoint service agreement again, ps there is one service engineer on the Isle of Wight the other is long term sick but they won't do anything about it and really couldn't care less, something needs to be done ! "
Tida (06 Jan 2017)
"So after waiting a year for an engineer to come to my home to modify my fire hazard tumble dryer they have actually broken it. I'm so angry I could cry. They came to my house on tue took the dryer apart then after about an hour told me it as done and fine to use it. I didn't try it that day as I had no washing to do but yesterday I put a big load in. Towels bedding etc the machine didn't come on. They it decided to come on a span round with no heat and all the buttons on the front flashing iratically. I called Hotpoint who were not one bit helpful to be told they can't come out until the following week. I work full time 8-5pm. They don't do sat app and they finish at 6pm week days. So they now want me to take a day off work to sit in all day waiting for them and loose a day's wage. This is just ridiculous and totally unacceptable. I am now left with a broken tumble dryer when I had a perfect working one before they got there hands on it. "
Kelli (06 Jan 2017)
"So, after waiting almost a year for an engineer to modify my fire hazard of a tumble dryer they arrived last Wednesday, 2 engineers, not sure why it takes 2 as 1 of them 'supervised' maybe they sent me a trainee, who knows, Anyway I asked if they had many more to do today to which they responded oh we only do 4 modifications a day - perhaps this is why it is taking so long for people to get the fire hazards modified. So they tinker about with it taking all the sides and top off of the machine, 'modify' the part and put it all back together again, they then turned it on to check it was working, I was in the kitchen at this point and heard it come on however was not present in the room. They then left, as I knew they were arriving that day I had popped some clothing in the washing machine which had finished by the time they left so I popped a few bits in the tumble dryer, all was well, I went upstairs for around half an hour only to come down to find the tumble dryer sat in an ever increasing puddle, my tumble dryer is a condenser model and the water it collects is now expelled out of the condenser top drawer where it should be collecting it. So in essence the engineers modified my machine and broke it in the process. I called Hotpoint back only to be told I would have to wait a further 3 weeks for the engineer to come back. Thanks Hotpoint - you sold me a faulty machine, put us at risk of fire by taking so long to modify them and then in the process of modifying have broken it so that I cannot use it until you return to 'hopefully' repair it. To be honest I want my money back now so I can get an appliance from a reputable trader as I have lost all faith in Hotpoint over this, which is a shame as I am in the process of buying a house and up until this saga was an advocate of Hotpoint products, they will be losing a lot of my business that is for sure!"
Goldfish.o0 (06 Jan 2017)
"Waited 12 months for tumble dryer modification (one cancelled appointment) then 2 weeks later the belt burns out so no dryer! "
Gregorysgirl- (06 Jan 2017)
"Happy to sign this. A large organisation like Hotpoint need to get there act together. Poor service. Poor customer service. And lying to the consumer "
Janise22 (06 Jan 2017)
"What a joke bout this just under 2 years again and pay insurance incase it was 2 break well on christmas day is broke for a 3 rd time so rang today only to be told that id have to wait another 2 weeks for someone to come out and look at it ...ive 4 kids an they want me to wait another 2 weeks with no fridge remind me what am i paying insurance for again and when i say its not good enough i want a replacement they say they cant well never again will i buy anything of them again and as for insurance i always take it out but no what not no more thanks for nothing hotpoint"
charliedrewitt (04 Jan 2017)
Ph (01 Jan 2017)
"Dear Hotpoint I have the misfortune of owning one of your Dishwashers, I had no choice in the matter, it was supplied by D&G after the previous Hotpoint Dishwasher failed. In fairness I purchased the original one and in the 4 years I had it, we were lucky enough to have it fail on us 11 times with the 12th call out the final one to condemn it! Well here we are again just over a year on and could not switch it on, the engineers solution to drill a hole in the PCB and cable tie the board with the switch to the front of the machine to prevent it moving – I spoke an engineer colleague of mine who was horrified. Please clarify this is standard practice and approve repairs. I called Hotpoint service who transferred me to whoever so not sure if Hotpoint or GTG or whoever repaired it but I would like to know if this is acceptable and up to standard. Next. Error F02 came up 10 days ago, was told to clean the filter (which incidentally is done once a week, along with a proprietary cleaner run once a month) even after explaining I had had a stroke a few months prior I was instructed to undo and check the pipework to the machine myself! Thank you for that. Error back and awaiting another engineer call out this week. In addition I wonder if you can ask the engineer to fit back the parts that have fallen off in the last few months, wheels, bits of plastic, etc as we are amassing a nice pile of parts. Also, since owning it and trying every cycle it has it has never, I repeat never ever o0nce dried the cutlery properly, it comes out soaking or at best wet and streaky requiring an additional clean each time. At least the last machine managed to do this properly….. All in all our ownership experience has ben atrocious, filled with regular call outs and disappointments with sub standard cleaning and drying. You operators, whilst pleasant enough seem more concerned about trying to sell us cleaning products for our appliances than sorting the actual repairs and are difficult to put off, I take it they are on commission? It’s a shame they are not more concerned about you customers and the repair to faulty goods. IOhope anyone reading this thinks twice before purchasing one of your shiny new white goods as our experience of two dishwashers is one of problem after problem. They are certainly not the cheapest out there either. Glad I took out the extended warranty as it seems its already much needed. our experience of two dishwashers is one of problem after problem. They are certainly not the cheapest out there either."
DMC (28 Dec 2016)
"Appalling service, reported Feb 2016, 3 delay notices. Now at 28/12/16 can't give date."
Archiefigg (26 Dec 2016)
"Repair under warranty. Not working. Dishwasher. Now got to wait again for engineer, they expect working people to be available for them. They give you a 3 hour window. Can they have a day off waiting for engineers to arrive at THEIR convenience. Now i have had first hand at how poor hotpoint is, never again will i purchase a hotpoint or associated product. I fitted my kitchen out with Hotpoint, including a Dishwasher, Fridge, Freezer, Washing machine in only the last 12 months. Totally disgusting. Their customer service should be re-branded as NONE CUSTOMER SERVICE"
Tricia (23 Dec 2016)
"My hotpoint washing machine was one year and ten days out of warranty, I rang the company , they sent an engineer out a week later, he examined the machine and said it had two faulty Mother boards that had shorted possibly caused by a snail or a mouse running across the boards!!!!!! He said the part should be in in a couple of days, That was the 29th November, i still have no machine and the customer service is non existent, They have a speed of service rule that they have to repair or replace in 28 days from when the engineer first comes out, that date will be the26th December, I can't see the parts in by then , they have to come from Italy, then fitted, I asked the unhelpful call centre what happens after that date, they replied they have to speak to the insurers I took insurance out and await their comments, Hotpoint have been the worst company I have ever dealt with, Their staff are trained to say the same lines,I've, very sorry to hear, we are doing our best, well they are not , we are having to rely on family and friends to do our washing , I am 70 years old and my husband is 83 , we should not be having to deal with this awful company and be without a washing machine that is only 13 months old, I would never ever recommend Hotpoint to anyone, I want a refund as I have no faith in another replacement machine"
elamic (18 Dec 2016)
"I have now taken 2 days annual leave as Hotpoint are unable to provide a half day slot to advise when their engineers will call, or call me 30 minutes prior to their arrival. This is a large percentage of time off from work for no other reason than Hotpoints inability to offer any kind of customer service. I`ve `phoned them their staff refuse to give their names & appear to be trained to be as unhelpful as possible, I felt as though I`d been treated with total contempt by their call centre. When I asked them if they could take a full day off at short notice they said `no`. I cannot believe that as a consumer I am paying for this `service` This will be a product / company I shall avoid in future "
Lyndzp (18 Dec 2016)
Joannes (17 Dec 2016)
"Registered my faulty tumble dryer in January 2016 Modification was supposed to be done September, they cancelled and haven't heard a thing since ."
SarahH (17 Dec 2016)
"Absolutely appalled at the service we have received regarding a faulty dryer - and it is evident so many other people feel the same. After receiving a letter back in February this year detailing the risk of faults with particular models of tumble dryers, I followed the steps online and was informed my dryer may be one of the affected appliances. I registered for the repair service on 12/2/16. I have then had to wait until this week (15/12/16) for an engineer to come to my house to check whether or not their is a fault. Sure enough, there is! There is a problem with both the heater (becoming too hot) and the drum (this has melted at the back) which is most definitely a severe fire hazard. Although I have followed all of the "safety advice" provided and have not left my tumble dryer unattended since February, the engineer himself stated "this could have set on fire at any time". To think that a company have left me for 10 months with such a product and to think that the safety of my 3 year old year was potentially at risk makes me extremely distressed and angry. The engineer told me that I would need a new drum and a new heater and until this was fixed, he would have to isolate the tumble dryer so that it cannot be used - understandable as I don't want my house going up in flames. I have since had an email with a date for the repair to take place. 17/1/17!!! I now have to wait 1 month for an appliance to be repaired through no fault of my own, nearly 1 year on from the original registration. I am due to have my second child on 5th January so have no idea how we are going to cope with the amount of washing/drying without the use of our tumble dryer. I am absolutely disgusted. I appreciate that there must be a large amount of people affected by this, but what the organisation need to realise is we are in this situation through no fault of our own - we have been sold faulty products!!! Never have I felt so let down by a company or its service. Not only have I been left with a fire hazard in my house for 10 months, I now have to wait another month for a repair. Or i can PAY for a replacement! Why on earth should people have to pay to have an appliance repaired after being sold it under fault promises? Disgraceful. I will be making a formal complaint immediately and cannot stress how angry I am in this situation."
Suturn42 (17 Dec 2016)
"Waiting for 18 months, refuse to pay for new table dryer as manufacturers at fault"
Swirlsy (17 Dec 2016)
"Absolutely disgusted with this company. I refused the modification and refuse to pay to have a new machine delivered....this is their fault not mine! Yet I still keep getting e-mails to say book your modification!! I will continue to use my dryer and if anything goes on fire I will claim against this company! Hotpoint need to get their act together...all of them need customer care training their behaviour is disgusting when your on the phone to them, that's if they don't put the phone down on you first!! Had that done numerous times. Maybe if they stop harassing people by phone or text they could replace some machines affected...as good customer practice they should replace them all foc, saving unnecessary stress on both customer and staff!!!"
one-fed-up-customer (17 Dec 2016)
"I have had buy a new tumble dryer as these people keep asking me for the same information each time i contact them. A year on and still no resolve for me. Personally i dont these people are going to be happy until someone is killed in a fire due to their incompetence for customer satisfaction."
Sazb1981 (17 Dec 2016)
lou777 (17 Dec 2016)
Trish-Johnson (17 Dec 2016)
"My machine was 18 months old, why should l have to pay for a safe one or have a dodgy modification?"
Jlinds (17 Dec 2016)
Mrs_B (17 Dec 2016)
"Unbelievable, I refused the modification as they refused to guarantee my machine would be safe, saying that no one can make those guarantees. However I keep hearing of modified machines going up in flames. All they want is more money from ME to replace THIER faulty machine! No chance!!! All faulty machines should be recalled and refunds or safe replacements issued. Shame on you Hotpoint!!!"
Flossy8 (17 Dec 2016)
"Due to have a modification in the new year. Only heard from Hotpoint last week after being registered since the very beginning!"
J-Bou (17 Dec 2016)
"We have a Hotpoint dryer and other appliances. Took 2 replacements and time too resolve. Even though is new is noisest appliance ever. Scared to use unattended as frieds parest had bad house fire with a Hotpoint Dryer!!! "
Sharond (17 Dec 2016)
"I have a hotpoint dryer First one was on the recall list and got swapped for my present one which apparently got modified in the factory of which I had previously said I didn't want a modified one whatsoever! And my present one gets way too hot still as my 3 year old daughter hurt her hand on the front while it was on But am just fed up with it all This and everybody's problems should not be happening! And the fires setting off is just the icing on the cake! One fire is a warning The continuous fires should be a complete recall of all hotpoint and others affected and all modified ones as there are still problems with them I cannot believe that they're playing with people's lives which is very sad Would they have one of these machines in their house? Would they have a modified one and still live in fear of it setting on fire each time they use it? I think not"
Wendos- (17 Dec 2016)
"What a crap company hotpoint is, customer service is the worst I have ever witnessed still not heard anything for months "
Karla (17 Dec 2016)
"Absolutely useless. Had someone come out to me after having to repeat that I live in a gff with 3 toddlers. Drier still gets so hot that I have burnt myself on the door "
poppy (17 Dec 2016)
Helen-D (17 Dec 2016)
"Disgusting customer service. Registered my drier as being faulty over a year ago and nobody contacted me. "
Wet-clothes (17 Dec 2016)
"Now waiting a year for somebody to come a see my tumble dryer...always sending emails cancelling their visit"
Manfs- (17 Dec 2016)
"I am still waiting after 5 months of trying to sort out a replacement Tumble dryer that I don't have to pay £99 to have it replaced "
Countrycow (17 Dec 2016)
"I shouldnt ave had to pay for the replacement to make sure my family wasnt in danger of the machine blowin up and shouldnt ave had to wait so long for a modification. All machines should b replace free so we should all get out £49 & £99 pounds back asap"
Cheryllane (17 Dec 2016)
Munchkin (17 Dec 2016)
"Waited months for an engineer, never got one, finally agreed to replace it,but sent another faulty one,which I refused. Few phone calls lAter to some rude staff they finally agreed to a refund.my machine was under a year old but they wouldn't listen when I told it was sold not fit for purpose"
ChrisnMike (14 Dec 2016)
"Took time off work,for modification appointment,slot was 7.15-11.15am,no show at all,50 minutes on my mobile bring placed on hold,passed to various departments still no satisfactory resolve on this,then late for my after noon shift in work. In total 7 hours lost pay,50 minutes on my mobile and today told I could pay £99 for a replacement dryer,not happy if it's faulty replace it."
Carly86 (14 Dec 2016)
"Been registered since November 2015. Received a repair date (after countless email chasing hotpoint) which no one arrived for. Have been told today that my dryer wasn't registered on their system so have to re-register. I refuse to use a fire hazard (how being supervised will stop a dryer catching fire I will never know), so I have incurred cost of weekly trips to the laundrette to dry clothes. I will not pay a company again for a product which I have already paid good money for. "
jackieh (12 Dec 2016)
"Disgusting customer service..My Quadrio fridge freezer blew up, after searching online I found out that mine was one that had been recalled over 4 years ago. I have vital medication that needs refrigerating but they told me an engineer would call 7 days later :("
sonax04 (11 Dec 2016)
"Been waiting since November 2015 only had one phone call at 9.30 on a Tuesday in my home phone in April saying as we was not in they would ring back in December hello people do go to work what`s wrong with a email or ring my mobile and the offer of another tumble dryer which turns out to be one of their cheaper ones that seems break I want one that I can pick myself"
Aastha-Narang- (10 Dec 2016)
"My tumble dryer blew up few days ago, and because of the trip it damaged my boiler too. Hotpoint won't give me a refund but they are giving me a FOC let's see if I actually receive it and how safe it is. But here are the pictures of what happened to the wires of my dryer after it blew up or the cause of the bang. "
Emma.p (10 Dec 2016)
"I had a faulty dryer. Registered in November 2015 for modification. Modification date kept being put back. I then got an email with the option to pay £99 for a new one. I didn't think that I should have to pay to replace it as the fault was clearly Hotpoint's fault, but I was so fed up I just wanted a machine that was safe for my family. New machine arrived, so far so good...skip 2 weeks later and it had an intermittent fault where it wouldn't start (drum not turning) first engineer came and replaced my rear thermostat as this had been damaged by the motor (yet he didn't replace the motor??) Worked again for about 2 weeks and same problem. 4 engineer visits later and the new dryer has been condemned by Hotpoint engineers as it is a fire risk. The engineer even phoned me several times to make sure we definitely weren't using it as it could set on fire at any time. Hotpoint agreed to exchange this machine as it has a 1 Year warranty (10 Year parts guarantee). They have now offered me a model that doesn't even exist on their website. It seems some kind of hybrid made from spare parts from both Hotpoint and whirlpool tumble dryers. I have contacted Hotpoint to say I do not want this exchange; I have asked for a refund for the £99 plus compensation for my original machine, as hotpoint took it... I have been ignored at all levels. I have even been told in online chat that I do not have any legal rights as a consumer because they are a manufacturer and not a retailer (I know this is not true as I have read Hotpoint's terms and conditions on their website). 13 months after registering my original dryer and I still don't have a safe dryer (don't even have one that works at all) I have contacted them via every method they provide details for, I have been passed round every department on the phone and every customer service representative just passes you along to the next person. Nobody is actually dealing with customers and fixing the problems! Family of 5 with no dryer = kitchen nightmare: full of clothes drying!"
Carol-Britnell (10 Dec 2016)
"My machine started smoking after modification. I have another machine that was 13 months old when the problem was announced. Refused the modification and will not pay out again for another machine. Hotpoint refuse to refund me, telling me to take it further! Their customer service is appalling and they are not putting their customers and their families first. They are a nightmare."
Cazzaw (10 Dec 2016)
"Disgusting customer service. Points raised completely ignored. "
jeanmary1 (09 Dec 2016)
"Hotpoint customer care is appalling. My elderly disabled mother has insurance from Domestic and General for her cooker, which the engineer is unable to repair, and said that she would have a new cooker "in a few days" This was on 1st December. Nothing so far, customer service hung up on me yesterday, 8th December, so I have resorted to Facebook messaging. Without a working cooker the only hot food that my mother can prepare is instant porridge and cup-a soup. Such poor service and reputation that she wants me to buy her a new cooker from a local, independant company. She has paid for the insurance from Domestic & General for many years, but Hotpoint cannot supply a new cooker to which she is entitled, in a timely manner. She will be 95 shortly and cannot even offer her Birthday guests a warm mince pie. They should be prosecuted over the tumble dryer negligence alone. "
Coddy (09 Dec 2016)
"I'm worried about the filters on the newer models as whenever I wash any shirts the buttons get stuck in the top of the filter and pull it out. I forgot and popped out on the school run the other day and it must of happened as soon as I left the house with said dryer on. One of the shirts pulled out the filter, It got wedged and broke the belt. Now it's got a broken thermostat again 3/4th Time can't remember now. Good news though they have just offered to replace it. But now I'm left thinking that they all might be the same. I'm finding the daily grind hard enough at the moment and I know it sounds pathetic but my dryer is constantly on and without it life is just a little bit harder. One of the times the thermostat broke my youngest was potty training it was horrid. "
lizbiff (08 Dec 2016)
"My tumble dryer was on the list to be modified april 2017,bought a replacement for £59,"big mistake",after 6 weeks it only blows could air,wasting all my electricity,phoned hotpoint,have to wait a week for an engineer.Have a feeling ive been sold a lemon,not a happy bunny,want my money back and hotpoint to take the machine away,then i wont have to deal with this company ever again.EVER!."
MCH (08 Dec 2016)
"We had a repair scheduled with them. The first slot was a week away and we took it. They told us they'll give a time frame the day before. At midnight(!!) on the day of repair, I got a text message that the time frame is "noon-3pm"! I said fine, I'll take the day off and did so. At 1:20pm, the engineer called and said he's there and asked where to park. I told him there's free parking at the building and he said there's a residence permit sign and I said they won't enforce but feel free to find a convenient parking spot. He then disappeared!! After 45 minutes he still didn't show up and I called the company, they said he's just left for the next appointment and they can only reschedule for the next week! They also said "the engineer has talked to your wife and says she hung up on him", while I actually live by myself!! As simple as that, they hire liars and wasted my day just like that. I lost ONE DAY OFF WORK because of this nonsense. They have NO RESPECT for you and don't hesitate to lie in your face and treat you like trash."
Lisa-Watkins (07 Dec 2016)
"Over a year & I still have a drier that I am scared to use. Hotpoint apologised for this 'inconvenience' but the engineer who was scheduled to turn up in March still hasn't materialised "
Paul-Lowder (07 Dec 2016)
"Not only did they postpone and cancel my repair, they now say I never registered. I have the email trail that says I did. We've since scrapped the hotpoint dryer and bought another make"
BEV02 (07 Dec 2016)
"So has one of the so say faulty tumber dryers which had worked perfectly well for about 10 years, but thought to be safe would pay £50 for a replacement new one instead of having the old one upgraded......well I wish I hadn't bothered! The new one has had an engineer out 3 times in 6 weeks as it's git a faulty heater/ thermostat. Even the engineer said that there must have beenough a faulty batch as he was trying to sort out loads. Last visit was Thursday 1 Dec and was apparently fixed, but I went to use it in the evening, surprise surprise it was not working again. So called the customer service and after a bit of checking they agreed that they would look to replace or refund, but still waiting 6 days later. Also if they refund my £50 I will have to go and buy a new one which wI'll cost much more....I really wish I hadn't bothered and want my old one back!"
Bill-Stilwell (06 Dec 2016)
"Absolutely useless. Nearly 3 months and still not fixed my induction hob. Not turned up for 3 appointments and not interested in putting things right. Disgusting attitude from people at customer complaints.. avoid all Hotpoint, whirlpool and subsidiary companies. Sooner they go bust the better. "
ABZLASS (05 Dec 2016)
Diane-Gregg (05 Dec 2016)
"I registered my dryer after only having it 8 and a half months and six month later an engineer came but said there was no point in doing the modification as the seal on my dryer drum was broken and I am still fighting to this day for a refund only as I won't accept anything else. "
Kerri-McAlister (05 Dec 2016)
"The way I have been treated by Hotpoint is sickening. They put my children's lives at risk when my tumble dryer went on fire in the kitchen on the 25th November 2016. They sent out an engineer who spent 30 minutes with is and nothing since and no indication of when the matter will be resolved and no apology. "
Marieb (05 Dec 2016)
"I think it's disgusting that I cannot get a replacement dryer when mine was less than a year old when I reported it as being one of the affected ones"
JUNEY (04 Dec 2016)
"I have been so upset with how I've been treated - first told I'd have to wait a long time for them to rectify a faulty dryer sold by them but if I want a new dryer I have to pay £99. This was the only sensible solution for me as I wanted my family to be safe and didn't like the advice of 'only use the machine (that could catch fire) when you're in the house'. Anyway new machine bought, after 5 months and very little use, the dryer had s fault F04, we had to wait for an engineer who looked at the dryer and said 'I don't carry that part' anyway to cut along story short we had 5 engineer visits before the machine was mended. That's 5 days off work waiting for an engineer and 6 weeks without a dryer. We celebrated too early as 5 weeks later the machine has broken again showing the same fault ... and so it begins again! No engineer visits available for weekends, you are given an all day appointment slot until they confirm a time at about 10pm the night before they are due to visit! This results in loss of earnings AGAIN! You loose all ways! REPLACE THESE DIABOLICAL MACHINES YOU ARE FOBBING US OFF WITH HOTPOINT! The stress from this makes me feel sick, nobody in hotpoint listen, they don't care I'm loosing money, I'm feeling very stressed and anxious. "
Flora (04 Dec 2016)
"Sent faulty freezer seal to replace old seal that had a kink in it. Didn't seem to fit so messaged a few times for help as wasn't sure if it'd change shape. Now seems freezer has defrosted and possibly now broken due to having to work so hard to compensate for completely ill fitting new seal which was way way worse than original seal. Now being ignore by hotpoint."
Suz (02 Dec 2016)
"I have an affected tumble dryer. I have been told by Hotpoint that I am not entitled to a £99 replacement model due to my address! They refuse to send me one. They have ignored my concerns regarding the fact the Hotpoint engineer on the island is refusing to answer phone calls or text messages. I have been refused money off another model or a full refund. I have been left with no answers. I have a three year old and a three month old baby. My husband and I can't afford a new one. And why should we have to buy one. This is not right,"
Harriet-roberts (30 Nov 2016)
"Made to wait a month for a brand new faulty fridge freezer to be replaced. Every time I phones I got told there is nothing they can do. Engineers didn't turn up a couple of times, then got told need a part when an engineer finally came with new part to fix it he tells us it's not fixable and needs replacing. Awful customer service. Had to stop weaning my 10 month old twins as had no fridge, spent a fortune buying fresh food every day. Have been reduced to tears in frustration and disbelief at how they can treat their customers like this. This should not be allowed."
Allison- (30 Nov 2016)
"Allison Wayley"
Tracey-redfern (29 Nov 2016)
cody (27 Nov 2016)
"i am really disappointed with how many dryer is at risk of setting on fire at any moment that i paid a lot of money for i have a small child and to frightened to use it and i have been waiting over a year for a repairs team to get in contact still not heard anything and they cheek of them offering me a new one for £99 when it is down to there own fault my dryer is in this condition they should replace everyone's dryer free of charge and cover so compensation for the problems it is causing to people and there family's as what we are at risk of happening but they don't seem concerened or even bothered that there problems could lead someone to serious injurys or even worse and until that happens everyone's comments and complaints will be ignored "
PJ (25 Nov 2016)
"I waited nearly or could be 12 months for my tumble dryer to be replaced, as the whirlpool site they never had any stock. I paid for and received my new appliance on Friday 18 November. I got home from work and went to use my sparkling new machine to find that it did not work and only blew cold air. I contacted whirpool who advised that an engineer would need to come out and confirm that the appliance is faulty and they would arrange for another replacement. The engineer came out yesterday 24.11.2016 and confirmed it was broken. He was about to order a part for the machine, to which I advised the engineer of the conversation I had with the company. Since then I have received personal messages from Whirpool (which I copied and pasted on their facebook page), stating I refused the repair and they are within their right to repair the machine! The machine was broken on installation, I have not used it and it has sat there for nearly a week. I have informed Whirpool of my consumer rights and I want the machine changed. They messaged me back and informed as a gesture of goodwill the will exchange the machine, but they have none in stock....... I am at my wits end at least my other machine worked."
Hoggirl- (25 Nov 2016)
"I bought a hotpoint dryer for £99 as replacement for defective indesit. This dryer broke down after three months. An engineer came out and said the main board needed replacing. I have asked for my money back as this was obviously a defective machine. I believe it was a referbished machine as it was delivered with no packing. Whirlpool refusing to give me my money back as they say they have he right to repair it. My understanding of the consumer rights act is that a fault found within six months of purchase is assumed to be present at the time of purchase. I don't want one defective machine replaced with another. Whirlpool are digging their heels in. Anybody know how to translate the serial number to find out date if manufacture coz I recon it's an old machine. "
Sal (25 Nov 2016)
"Recall dryer turns out to be a higher fire risk l, melted filter, 2 dryers later still ripping clothes, hotpoint will not take Blame ... Apparently it's my fault!! Disgusting customer service "
Polly-D (25 Nov 2016)
"Bought and paid installation for a whirlpool washin machine which was delivered and installed 11 October 16 it was faulty and last Friday 19th Whirlpool came with replacement. Different installer refused to install it and left it in the middle of my floor blocking my exit door. Many many calls to and posts to Whirlpool all proved fruitless. I have copies of all posts. Passed from pillar to,post, getting told different things on phone and posts which contradicts previous advice... I keep asking them why have I njotnhad a manager call back as it's past the time limit for this and the escalation dept haven't replied to the email I sent them. I keep asking why will next guy fit it if this second guy didn't, it needs resolved but they say they need him to come on site, I could send photographs and a decision could be made about whether it can be fitted or not. All because I have an extension on the waste water pipe. The customer service is non existent in fact worse than that as the promised return calls never come. What an expense and waste of my valuable time. Why I bought Whirlpool when I had the same problem theee years ago with an oven ai had bought from them, the shelving fell while on a d cooking a chicken in a lidded roasting dish, we heard a crash at first thought we were iwmgning it, then spotted the mess in the oven... took over six weeks and constant calls, three engineer visits and photographs to be sent to Italy... finally they said they would change it....I was the one tonconstwntly chase them on the telephone. What's the chances of buying two faulty Whirlpool appliance three years apart? Pretty high it seems. "
Kezza76 (24 Nov 2016)
"Absolutely useless company... disgusting customer services... a completely pointless exercise contacting these inept people any longer... all that it achieves is me getting angrier and angrier. "
Eeceebee- (24 Nov 2016)
Sweetpea (24 Nov 2016)
"Utterly disgraceful customer service, New tumble drier purchased in replacement for recalled model, faulty within 3 months, needed part, 6 weeks later still waiting! Don't return calls, get fobbed off, will not buy another hotpoint! "
Pammy (24 Nov 2016)
Lesley-Appleyard (23 Nov 2016)
"I have added screenshots of my recent correspondence on Hotpoint Facebook page as no other form of contact seems to get me anywhere. I am thoroughly fed up of the whole stressful, worrying situation. "
Maid-Marian (23 Nov 2016)
"Fast freeze drawer broke within 3 days. It's taken nearly 3 months to get a full replacement & had to go to the other end of Exmouth where I live to get it coz they delivered it to the wrong address."
Mrs-Ross (22 Nov 2016)
"I've waited 5 weeks on a new cooker, and wasted 3 days sitting in the house waiting for hotpoint to mess up the appointments. I've phoned repeatedly to try resolve the situation, and today I was told like it or lump it and just accept what they are telling me. No manager will speak to me, and even the social media team have been useless, meanwhile I'm £500 out of pocket, and have no cooker for my family and I. How is this even legal? "
PaulLofthouse (22 Nov 2016)
"6 year old daughter in the home and estimated fix Nov 2017.....not paying £99 for fire risk item to be repaired or resent"
Ladydod- (22 Nov 2016)
"Having waited nearly a year for a fix I decided to pay £99 for a new one, been waiting two weeks now for a call to arrange delivery. It's a joke. Don't they realise that for some people this is a huge inconvenience??"
Beth (22 Nov 2016)
"I registered my faulty device on 30th April 2016. My estimated date of engineer visiting March 2017. Despite burning smell being present and having a 4 year old in the house I was told I can carry on using it as long as I'm in the kitchen with it. Alternative condensors being offered are too expensive. To be without an functional appliance for 11 months is discraceful. I took to facebook when they displayed an advert of a happy mother and child with one of their appliances in the background. How inconsiderate that the use of this image can be used for selling purposes however in reality the company do not show any care for people and familys alike. Now I have someone booked within the next 2 weeks thank to my little outburst. Fingers crossed this will be the end of this nighmare. Never again will I buy an appliance from them. No communication. No customer care. Not even a sorry for all of the trouble it has caused."
Hellybelly (21 Nov 2016)
"Paid £99 for a dryer upgrade in September, lasted 3 weeks before it broke ! Engineer came but said he 'needed parts' have heard nothing since and that was over a month ago. Have been fobbed off on the phone - was told I'd had it longer than 3 weeks even though I still have the delivery note ! "
Marieufc (20 Nov 2016)
"Had one of the dryers that was at danger of catching fire. Was 4 yr old so after 3 month if waiting for an engineer, in April this year I bought the £99 replacement. This is now making a terrible clunky noise and I'm going to have to call out an engineer! The whole reason I bought the new one was not to be inconvenienced having to wait in for an engineer! That's if they don't take 6 months plus to come, like people are experiencing for the dangerous dryers!"
Carole-fisher (20 Nov 2016)
"Iv had two replacement dryers the first one broke within 5 weeks had it repaired twice then third time it broke I got it replaced the second BRAND NEW dryer lasted 8 weeks before it broke!!! That's since been fixed but what appalling service"
CLP (18 Nov 2016)
"I purchased a dishwasher October 2015 & it stopped working September 2016. I managed to get a Hotpoint engineer out within 7 days but he didn't have the part to repair it. I was told it would be 2 weeks to order the parts. 2 weeks later & nothing. I phoned & the customer service adviser could not speak English. He was reading off the screen. 'We apologise for the inconvenience, we will contact you when the part is available'. When I asked other questions he repeated the above sentence?! I emailed my complaint to be told it would be another 2 weeks. I get the impression they had forgotten to order it. And other 2 weeks later I got the same response. It's now been 6weeks & Hotpoint still haven't sourced the part!! How can a company which makes dishwashers be unable to source a part for a dishwasher less than a year old?? I've asked for a replacement or refund as they are unable to repair it. I've now had an email saying they will exchange it but it's another department that deals with exchanges & I need to wait for them to contact me. I've told them they have 10 days to organise the exchange or I want a full refund. I'm out of pocket for dishwashing supplies (basin, sponges etc) but I also had to buy a steriliser for the baby's bottles (I washed/sterilised them in the dishwasher before). I contacted a local appliance fix company to see how hard it was to source a wash pump & they actually have one in stock. It's £180 plus fitting will be about £250 to repair a dishwasher that only cost £350. I'm sure Hotpoint are just stalling as to not fulfil their warranty. "
Sardell (18 Nov 2016)
"Left with no fridge freezer for 5 weeks not ideal when I have children! Then finally got replacement and it was the wrong one!! Finally on my 6th week I got hotpoint fridge freezer delivered DUMPED in middle of kitchen not unwrapped and put in place and the forced it in my kitchen breaking my kitchen light 😡so I was on my own trying to manoeuvre a fridge freezer IN THE DARK to say this whole process had been a complete nightmare will never buy again that's for sure and now I have to buy a new light and pay an electrician marvellous not to mention all the food I lost "
Jus-chilled- (16 Nov 2016)
"Absolutely disgusted with the offer to repair my dangerous tumble dryer. Took a year for them to offer me a repair date and then said they can only give me a day, no specific time, not even am or pm. I have no leave left so will lose pay. Customer services basically said 'tough shit'. "
Cath24 (16 Nov 2016)
"Waited 14 months for repair! Had no communication, have had to pay £99 for same model (prob still dangerous after modification) Had to check options daily as all models offered were constantly out of stock!"
Dave68 (14 Nov 2016)
"Expensive products which last less than 2 years and made to take out insurance with them to get help and replacements. Its a con. "
Kirstystokes (14 Nov 2016)
"Absolutely disgusted with currys and indesit. I purchased a washer dryer from currys and in the last 3 weeks it's broken down 3 times with different faults each time. First the door then the washer pipe and now a heat control fault. I now have to wait till 21st for an engineer to come out from indesit. I have myself my partner a 5 year old and a 9 month old and have not been able to wash our clothes for the last 3 weeks. When speaking to currys customer services there refusing to help and have passed it all onto indesit. It is an absolute piss take with how they are not helping us especially when it's less than a year old and still in warranty. I also got conned into taking an extra 2 year cover with yourselves and for what. Indesit have told us that they can only replace it if it has had the same fault happen 3 times. We only have 1 car in the house hold which my partner takes to work so how am I suppose to carry shed loads of washing as well as a baby to either family or a laundrette. My partner is a scaffolder so his clothes need cleaning every day and I'm a nursing assistant so it's very important mine are washed so I don't spread infections. "
Bayveen (14 Nov 2016)
"Shocking level of service from Whirlpool , a dryer that could go on fire at any stage which after 8 months , I'm still waiting on the necessary modifications. When i phone i am passed around departments ad nauseum , I'm sure this is just to get me to hang up. I can honestly say I've never encountered such a dreadful standard of customer care. Disgusted , o will never deal with this company again. . "
Wendy-Woo (14 Nov 2016)
"My appointment for last week was cancelled at no notice (5pm the night before) with no consultation with me or consideration for the inconvenience this has caused me. This is the 6th appointment for the same issue and I now have the washing machine sitting in the middle of my kitchen. I am again unable to use my kitchen or my washing machine. How am I supposed to cook for a family?? My husband was sat at home having booked time off for the engineer and was unable to change it at the last minute with his employer. Apparently £15 gwg resolves this! The excuse of the wrong parts has been used as well as needing 2 engineers for 2 hours, neither of which is correct as I know the engineers carry these parts and you don't need 2 engineers because I have paid my own fitter to remove the machine from its built in housing. Hotpoint stated their engineers refuse to remove integrated appliances so I was left with no option but to pay someone for a third time! More cost inconvenience and frustration for an already upset customer. Disgraceful!"
Nicola-Turner (14 Nov 2016)
Nicola-Turner (14 Nov 2016)
"Condenser dryer purchased May 2015. Not long afterwards found out it was a fire hazard. Waiting months and months for repair to take place. Since repair in July 2016 the dryer failed completely and needed me to take time off work for engineer to come. Tried to replace main control board and display board but couldn't get it to work. Had to wait in 3 days later for another engineer. Dryer fixed, went on holiday for 10 days. Came home and tried to use dryer but completely tripped mains electrics. Engineer supposed to turn up last Tuesday, failed to show. Another lost day in work. Turned up today after ME having to call to rearrange to be told he can't complete repair as doesn't have the part on his van due to not being a 'dedicated dryer engineer'. Needs a new heater element now. Another day off work today. Now coming back on Friday to install new parts.... another day off work."
susn-mutton (14 Nov 2016)
"I am with the people who say they will never buy Hotpoint again or associated company products. I have waited over a year for a repair and am still waiting."
Hughesy32 (13 Nov 2016)
"What a joke these are got an engineer coming on 14th nov 2016 to fix my dryer but dont want it fixing want a new 1 as it gives me electric shocks when i use it its 16 months old and hotpoint said its too old when ive read some stories saying that people had replacement machines even know there old ones were like 10 years old what a bloody joke plus they should also compensate us for taking months to reply to us my dryer was still under warranty when i reported this problem so its not my fault they take months to rey "
Gavin (13 Nov 2016)
"Digusted with how I have been treated with regards to my tumble dryer. Purchased in September this year, had two faults logged, an engineers visit and been fobbed off numerous times with Customer Services. Even been told my dryer broke twice because its in an out building. Have you ever heard such rubbish in all your life?"
Julieg (12 Nov 2016)
"Having ordered a new double oven via Very mail order , I was disappointed when I received a call from Hotpoint Customer Services to tell me that the oven I had ordered was out of stock, but I could have a different model which was visually similar and with exactly the same spec delivered within a couple of days. I had now been without a fully functioning oven for 2 weeks and so keen to replace it, I agreed. I wanted to ensure that the double oven was fitted with a fast grill, Solarplus they call it, and so I rang back and spoke to a second CS agent who assured me that it was. I explained that I wanted "like for like" and was assured that this would be the case. The oven arrived and I checked the packaging for any sign on damage. I was unable to check inside such a heavy object and as I am disabled with osteoarthritis, I waited for the fitters to arrive later that day. The fitters fitted the oven. It was nothing like the oven the CS people had described, much more modern, and so I emailed them to advise them of my disappointment, and also to let them know I did not have the special grill pan rack required for cooking with the solarplus grill and asking them to supply one for me. The reply was that they couldn't correspond with me as I wasn't the account holder, I assured them that I was and after 6 days and many emails, they agreed to amend whatever name was on the account to mine. Meanwhile I discovered that the oven which had been delivered was not the one the packaging suggested it was, nor is it the one they have supplied the instructions for and that it was not fitted with the solarplus grill at all. I began to suspect that I had someone else's order and suggested that to Hotpoint, however they are not interested in this, or indeed the fact that I have the wrong oven. Hotpoint have dealt with it by 1) Telling me that as it isn't broken they can't do anything 2) Telling me that they reserve the right to change the spec at any time without advising me, but agreed that the model they say I have is still being manufactured and has the solarplus grill. 3) Diverting me to inappropriate departments who can't deal with my query 4) Passing me from person to person, probably hoping I will give up . Corresponded with 4 different people by email and 6 people via social media. 5) Telling me contact Very to complain to them although they have done nothing wrong! I want them to accept that they have sent the wrong item and in the wrong package, that it's not what I ordered, nor is it what they offered me, I would like them to tell me which model I actually have, and send some instructions, then we can start to move forward with replacement or some so sort of compensation, Not giving up any time soon."
Louise-Scott (11 Nov 2016)
FB-user-27212 (11 Nov 2016)
Voncat4 (11 Nov 2016)
"The way they are handling this is shocking.These machines aren't fit for purpose.I really miss mine but won't risk using it. I will not be taking up their kind offer of paying out again for a safe machine.My modification date is March 2017.I will never buy from any of their companys again and will be letting others potential customers know how we have been treated."
Nikki7316 (11 Nov 2016)
"I bought a hotpoint condenser dryer approximately 9 years ago. Which was one of the recalled driers. So they offered me the £ 99 option which against my better judgement I paid. The new dryer arrived and the engineer took away my old working dryer. Within an hour my new dryer started flashing error code and stopped working. I had to wait another week for an engineer to come out. He had the make and model and error code but arrived without the part with him saying it would be another week + for the part. my husband said no. Just give us a new dryer. The repairman phoned head office. And got clearance to get another working dryer. They said someone would be in touch within TWO days. 2 weeks later and emails to everyone at hotpoint //ndesit / Whirlpool to no avail. Evertically I got told the black one was out of stock for a further 4 weeks. But they could give me a WHOLE one. ALL MY kitchen goods are black. I didn't want a black one. So I have spent nearly £ 100..00 on taxi service and laundrette charges. Not including our time when we're not working. So eventually I said there sure has got to be another black condenser so finally they have offered me a cheaper black condenser dryer. So I have so far told them I will accept the dryer but as it's so much lesser value than the TWO I have paid for and because of all the trouble and extra expense I would like the difference paid back to me = £ 99..00 which I am waiting on a reply. Can't see it being this side of the weekend. But the fight continues. Hotpoint should hold their heads down in shame. The loyal customers they are loosing every day they may not care about now. But when they have none left then maybe they will run the day and when the company folds. What an awful company. 😡"
AS05 (10 Nov 2016)
"Registered faulty dryer in Feb 2016 and as yet (Nov 2016£ have no date for modification. Have asked for refund but have been told it's out of warranty even though it's a manufacturers fault. Replacement dryer I would like has never been in stock! Am appalled that Whirlpool don't care about customer safety or service. Why are they dragging their heels to resolve customer complaints?"
Louisea (09 Nov 2016)
"I have an Indesit condenser dryer it wasn't cheap it cost nearly £300 3 years ago. I recently found out it was one of the defective dryers When I called Indesit they immediately offered me a 'special' offer a replacement for over £100, I told them there was no way I was going to pay them for a new one and that they should replace it for free since it wasn't fit for purpose. They then told me it was safe if I didn't leave it on unsupervised and to carry on using it and they will arrange a date for the modification. The date for the modification was sent to me... 6 months I had to wait. So I took to social media and posted on their page about how they sold me a defective dryer and then they try and boost sales by asking me to pay for a new one. I also mentioned my 6 month wait for a modification for my fire hazard dryer and that my house insurance is now invalid and will probably be so after the modification. They answered me by private message and offered me a modification date on Nov 23rd which I've had no choice but to accept. Then today to rub salt in to the wound I received a letter from Indesit offering me insurance on my fire hazard of a dryer of £10 a month with the tag line 'Who better to look after your condenser dryer than the people who made it' Fuming wasn't the word!! So I posted a picture on their Facebook page and ranted. They commented that it was an automatic letter they send out to everyone. The customer service is terrible If I'd brought the dryer on a credit card I probably would have been covered and possibly got my money back but as I'd brought it with cash I wasn't. Indesit or hotpoints first thought should be of their customers safety and should take action to ensure customers are not affected weather it be through having a dryer fire or their insurance being invalid before and after any modification It is disgraceful they are more interested in profits while their customers are living with a dangerous dryer."
Georgie (09 Nov 2016)
"Actually astounded to how a massive company can get away with treating people like this especially after they put their faith in buying an appliance i have waited over a year and to this date still no further forward ... I have had to use laundrette as I feel embarrassed asking friends everyday for them to dry washing for me as I have a son with additional needs aswell as two other young children on a daily basis I have to around 3/4 loads a day and I have a good few items that have to get washed in the morning and ready for bedtime for my son even explaining this on the phone I was told if you are that desperate for a tumble dryer you will purchase one for £99 now my dryer was less than 3 months old at this point ...when I explained this they cut me off "
Hinchy87 (09 Nov 2016)
"Exploding cooker left me with injuries and also had a horrible affect on my son who has learning difficulties with sensory issues hearing wise. Replacement cooker came on 26th of October baring in mind this happened in July to find it couldn't be fitted as it was damaged. Finally 28th of October new cooker was installed and its now broken again making it unsafe for me and my family again. Phone calls after phone calls failed managers call backs and mainly loving of take aways is not at all remotely acceptable "
Nomorexxfrogs (08 Nov 2016)
FB-user-59609 (08 Nov 2016)
"Almost 12mths and a fire to finally get someone to set a date. 29th Nov what am I suppose to do till then. Winter and no dryer "
Craig (08 Nov 2016)
"Shit shit shit"
Clifford-Evans (07 Nov 2016)
"Am about to issue court proceedings. They have been warned enough. 5 Tumble dryers down the line, the last one being an upgrade and costing us extra. If you are reading thus Hotpoint. You have until Friday of this week to settle. If not, Monday of next week I will be issuing a summons. You have been warned."
Lovelyjubley (06 Nov 2016)
"Hotpoint your washing machines and tumble dryers are 100% shit, both have conked out now, and not for the first time either and there only 2 years old, such a disgrace from a major manufacturer, it's disgusting!!!!! The pump on my washing machine had gone 3 times since I've had it and the belt keeps shredding on my tumble dryer, and oh my tumble dryer was also and at fire risk one!!!!!!!"
FB-user-31951 (05 Nov 2016)
stillwaiting60 (04 Nov 2016)
willphoto (04 Nov 2016)
"Bad customer service"
DJD (04 Nov 2016)
"BEWARE: MAKE SURE YOU GET A COPY OF ANY HOTPOINT ENGINEER’s REPORT/PAPERWORK PRODUCED Around 6 months ago now, when I first became aware that my Hotpoint tumble dryer was one of the potentially faulty models I requested an inspection/test visit from a Hotpoint engineer and was offered one for December (so at that time NINE MONTHS down the line!!!) After commenting on the Hotpoint Facebook page about how unsatisfactory I thought that was, plus asking the question about whether or not my household insurance could be expected to pay out in the event of said machine causing a house fire as it could be proved that I knew the machine was a potential risk factor, I was offered a date in less than a week and an engineer duly called, did some tests, changed something or another and then passed the machine as safe. Job done – or so I thought! About a month ago I removed one of my beautiful new and very expensive cream bath sheets to find a large scorch mark on it and so requested a follow up visit which was arranged (also via the Facebook page) and Engineer #2 rocked up, probe tested the machine in front of us and agreed that it could indeed have caused the burn on the towel. In the absence of a receipt I then showed him the House of Fraser webpage to confirm the original price of the towel ( £116) and we agreed that he would submit a claim for £30 which he said was the maximum amount Hotpoint would pay out for a towel I then waited for my cheque to arrive. After 2 weeks or so I visited the Hotpoint Facebook page and was told there was a backlog but that my cheque would arrive in due course. Then this week we received a letter from Hotpoint stating that their records indicated that our machine was one potentially at risk of bursting into flames, that we had been told before about the need to get it checked out (!!) and asking that we book an inspection visit! You will recall of course, that at this point TWO engineers had already tested the machine … so I went back onto the Facebook page, as that seems to be the quickest route to a response to ask: a) could they please amend their records to show that TWO engineers have in fact already checked my machine, and b) could they suggest how long it might be before I would receive the compensation money for the burned towel NOW I am informed that according to their records (which I of course I know are not incredibly reliable) my machine does not overheat and so they will not pay compensation – but ‘as a gesture of goodwill’ they will offer me £20!! I can confirm that their machine DID burn my towel, that their engineer DID submit a claim for compensation and that their latest response has served only to ensure that I will NEVER purchase another Hotpoint machine - and that I will make sure as many of my friends and family as possible are aware of Hotpoint’s small minded, petty and frankly deceitful approach to resolving issues their shoddy products cause And now 'Tyler' is insisting that I say will I accept their £20 in 'full and final settlement' (within 30days so he can shove that!) as well as threatening to block me from further access the Hotpoint Facebook page if I don't stop posting I have kept screen shots of all of my Facebook communications with Hotpoint and am really waiting now please for some advice re my next move "
Henpen (04 Nov 2016)
"I purchased my machine on the same day as the announcement the machine was not safe. Still waiting for new machine and refusing modification."
Liz1952 (04 Nov 2016)
Clarkey28 (03 Nov 2016)
"I have a Hotpoint Washer Dryer. Its 4 months old. Used the tumble dryer for the second time this week and the machine started smoking and smelt of burning. Currently waiting a week for an engineer to come to assess it. Given its 4months old and very obviously faulty i don't want a repair or replacement, i want a refund much like the others on here. "
tracy1802 (03 Nov 2016)
"Hotpoint fridge/freezer: Engineer came 24/09/2016 it was mis diagnosed problem. 2nd engineer came 7/10 was told 3-5 days for new parts, but dispite several phone calls and making complaints we have still had no contact regarding fixing my fridhe to date now 3/11/2016. So how exceptable is it to leave a customer without a working fridge for 6 weeks! "
stillwaiting60 (03 Nov 2016)
"I am sick to the back teeth of the way I have been treated by Hotpoint. Their customer services are rude and don't care a jot about the customers. When you write to them to explain your situation, they don't even read your emails properly and just pass back some scripted reply. Having heard about so many problems post modification with some machines still catching fire or becoming unusable, I don't want to go down that road. Also my insurance won't cover in event of a fire after such a modification. I have asked for a replacement but ideally I would prefer a refund so that I can buy a more reputable brand than Hotpoint. All they keep on telling me is that I have to have the modification or pay out £99 for a replacement. Why should I? I have already paid money in good faith for a machine that was manufactured with a fault by them. I will NEVER IN ALL MY DAYS buy another Hotpoint appliance ever again. Horrendous company to be avoided at all costs!!"
Jue (03 Nov 2016)
"Registered in January was informed September for modification and what do you know I am still waiting. Disgusting lack of customer service all messages via Facebook are the same each time and I have just about had enough. Now my washing machine which was purchased just 15 months ago has gone on the blink blowing my electrics with it. Why should the loyal customers who have these faulty driers be made to pay for a replacement regardless of it being at a discounted price when in law this company on a whole has put so many innocent lives at risk by selling these faulty appliances in the first place!!!!! They should be held accountable for this not us customers. I have incurred extra expense to get my clothes dry for the past 10 months and am now having more added due to washing machine also being faulty."
kellyjulian (03 Nov 2016)
Sarah-jt (03 Nov 2016)
"Bought an indesit dryer in 2011, when it was a year old it stopped pumping water.. It took three months of being passed from retailer to manufacturer and back and having citizens advice representatives also hounding them on my behalf before the free repair wich I was certain I was lawfully entitled to was finally made.. No compensation for many long phone calls, stress and mould caused in property from clothes drying on radiators. Iv recently registered the dryer after being sent a letter informing me it needs safety modification, have yet to recieve an appointment. The machine began making screeching/grinding noises last week and then the drum stopped turning mid cycle. The retailer (currys) is saying the same again... I didn't purchase insurance so they won't do anything. Indesit want me to pay £99 for a replacement! Hearing the feedback from others who continue to have ongoing faults I have ruled out this option. I would like a refund as this machine was known to be faulty from the moment I unwittingly purchased it and the lack of customer care is monumental!"
Dotty (02 Nov 2016)
"Washing machine 18 months old 3 repairs in 6 months. Customer service crap till I got thro for the 4 th time to a gent who arranged engineer the following day. Last machine was miles better. Sorry I sold it on now "
NotGrumpy (01 Nov 2016)
"I paid for a replacement dryer £99 when I tried to install found it would not fit, I attempted to get some sense out of Hotpoint being passed around like a parcel between 7 phone numbers. Being told that I could return it for a refund of my £99 but it would cost me £55 for the pick up with no replacement and therefore no tumble dryer at all, That's what I call great service NOT."
F-mason (31 Oct 2016)
"Hotpoint condenser dryer, engineer didn't turn up due to sickness this is the what they have told a few people, and with the modification it's still a firer risk, hotpoint need to give people a new one free or charge or a refund, and to top this my cannon cooker made by hotpoint that's 9 months old has stopped working . "
Ceebee (31 Oct 2016)
"Customers should not be expected to pay for a replacement tumble dryer when they have already paid, in good faith, only to be told that the appliance that was sold to them is dangerous. It is Hotpoint's responsibility to replace faulty, and/or dangerous, items free of charge. "
lizzieg (30 Oct 2016)
JessicaKing (28 Oct 2016)
"I got a brand new fridge freezer from hotpoint is February of 2016. In May 2016 i had an engineer come out as food was not only freezing in my freezer but also defrosting. This caused me to lose over £100 worth of food. He put a new gas bottle in as the previous one seemed to of had a blockage. They then offered me £45 for the food that i had lost. This was okay untill the 20th of October when the freezer temperature warning came up again yet again i lost more than £100 worth of food. They told me i coulsnt get any compensation as i didnt keep any of the food. On the 25th of October an engineer came out and said there was another blockage so he had put a new fan on to prevent another blockage. This was okay until the 27th when the alarm started to go off again i decided to open the freezer door to which water came out everywhere. I felt the side of the fridge and it was very hot. I then proceeded to check the back where the metal rack is. This was even hotter and actually caught my hand. I then proceeded to write on there facebook wall as my phone had been cut off. To find out that they had rebooked me to see an engineer on the 2nd of November. Not only did i lose over £200 worth of food but it is a £449 fridge. Im very upset with the way i have been dealt with as this is tmy first appliance i brought for my first home. I did not expect to be treated this way at all. "
RachelG (28 Oct 2016)
"After waiting over a year for an engineer to come out to our fire hazard drier, we bit the bullet and paid £99 for a new replacement. The replacement drier was delivered on 6th Sept 2016, and within 6 weeks it has died. I logged the matter with Hotpoint and had to wait a week for an engineer to come out. I was told straight away that the issue was the machine was in the conservatory, got too cold and killed one of the elements. I have always had my driers here and never a problem before. Over an hour later, the engineer finally told me that the problem was the computer had died and even though power was running around the machine, it was not working the computer, therefore, a new computer needed to be ordered as they do not carry these on the van. The engineer said I would have a call that day to advise when they would come back to fix the machine. I didn't hear anything or two days so took to twitter. I never had the same customer service person respond twice. They booked me in for another engineer to come out at the beginning of November (over a week wait). And twice I asked if this engineer would have the part needed. They then said the engineer wouldn't so cancelled the call out. Apparently, the part needed will not be delivered until the 11th November. By this time, plus time waiting for an engineer to come out, the machine will be near on 12 weeks old by then. So half of the time I have had the machine, it hasn't worked. Hotpoint refuse to replace the machine and say it has to be fixed first. We are a family of six, with four active children who need a drier. It is taking me days to air dry a load of washing and I am having to ask friends and family to use their machines. This is not acceptable and I am disgusted with the customer service we have received. "
Cathy-H (28 Oct 2016)
"Hotpoint customer service is appalling, they are not willing to take responsibility for providing people with knowingly faulty fire hazards and want you to wait months for 'repairs' which supposedly certify the machine safe. Well mine was repaired, had a green sticker and nearly went up in flames, so shows how good their repairs are! Disgusting, currently trying to fight for a refund I don't want another of their machines in my home!"
Elizabeth-macdonald- (28 Oct 2016)
"Appalling customer service"
Lee-Morris (28 Oct 2016)
"Never experienced anything like Hotpoint's customer service. Horrendous does not even come close! A month without a washing machine and two kids under 5. Sick of being on hold for hours on end and then hung up on. "
Viper- (27 Oct 2016)
"Just had a brand new Indesit washing machine delivered. I found that the safety door interlock was missing. So I registered the machine online and then contacted them. They said it would take over a week for an engineer to come and assess the 'fault'. I said this was unacceptable and they told me there was nothing they could do. I contacted their trading partner Curry's) who delivered the machine and they said they would send a replacement but needed to contact Indesit first to get an uplift number. Indesit refused to do this without an engineer checking the appliance first. I raised the issue on Indesit's Facebook page. I had 5 individuals ask for the same details and finally they said that because I hadn't seen the appliance in its original packaging they couldn't do anything (it was removed by the delivery crew in their lorry). Bearing in mind that if it was in its packaging I would not have been able to see the missing part and as their instructions don't need you to open the door until the transit screws are removed and blanking parts are required the delivery team would be long gone and as a user I have no doubt, based on my customer experience with them these last 2 days, that they would have passed the blame onto me. They would not listen to any reason and dismissed the fact that the item was supplied faulty brand new, never used and being a missing safety feature was not fit for purpose under the Consumer Act 2015. They really have an appalling customer service approach, none of the individuals checked with the others, did not check any details previously supplied and failed to explain that their engineers were fully / over committed with sorting out the Hotpoint dryer issues. In the end I purchased a new non-Indesit or Merloni branded machine from a different supplier which will be installed and working before the Indesit engineer could even assess (not necessarily repair) the appliance. This evasive tactics means that delays are introduced which could be construed as a way to reduce the time for customers to apply their rights to reject items e.g. 14 days for online purchases. In my case this would have been reduced significantly while waiting for their engineers to confirm that a safety device was missing from one of their new machines. I took advantage of the 14 day return as soon as I started to get the poor Indesit customer service. They obviously do not have either a customer centric organisation or values. "
Butterfly (27 Oct 2016)
"I have waited over 2years for this to be fixed. I have asked for certain dates and get told they can't do it and then get rude calls to ask why I wasn't in and letters asking why I wasn't in. Hotpoint had booked me in for a random day and did not tell me after I told them I couldn't do any other day except the one I provided."
Stephanie-Kate (27 Oct 2016)
"I have been given a date for the engineer - two weeks away but i have an 18 month old and a newborn and no money to use a laundrette. My machine is in the garage so I'm not with it when it is running. I'm worried to use it.."
tongalad (26 Oct 2016)
"Do we need ours to go up in smoke before they investigate/recall? "
Sandymama (26 Oct 2016)
"Got my first telephone call from Hotpoint yesterday triggered by the email I sent using your help from a support group. I was shocked at how rude the girl was - that's not customer service! I want a replacement dryer rather than a modification which I am not convinced would make the machine safe. I was told there was no way I would be a FOC replacement and had no alternative but to pay £99 for a replacement machine. There have been no replacement machines in stock since August and the Customer Service agent was unable to tell me when stock would be replaced. Meanwhile I am left with a fire-risk in my home. Shocking that they can get away with treating customers like this and that our consumer rights have been ignored."
FB-user-99161 (26 Oct 2016)
"Back late Nov/early Dec last year we saw the news about the faulty tumble dryers etc. Upon checking our model we realised ours was affected, registered it with Indesit & was told someone would be to fix it Jan 2017 date has since been put back to Feb 2017 and this is approximatley they have said. Well last night our tumble dryer went up in smoke. What a scare. Seems they are so busy with calls they cant answer today. So resorted to social media. What a scare we got!!! They said it was safe to use if folllowed guidlines to, well clearly not. Felt so guilty all day as this was the tumble dryer I purchased for my mum and dad but why should I?? Do hotpoint feel guilty for risking peoples lives? "
deblaw (26 Oct 2016)
"I am so disappointed with my fridge freezer and the rubbish service from indesit. I bought a dynamic air fridge freezer less than two years ago and within 6 months it broke down, then again just over six months later and now again today. I cant get it repaired till Friday. In total I've wasted about £400 of food and I had to sign up to an extended warranty last time to get it fixed, so that's another £120 a year. I cant even speak to a person on the phone to complain as a complaints line doesn't exist. It would have been cheaper to chuck it away the first time it broke than to keep it. Having looked at this model on line with the reviews this seems to be a common fault with this machine so why was this not replaced? why has compensation not been offered for the wasted food? idesit/whirlpool/hotpoint seem to like selling dodgy products that don't work. I've had second hand fridges freezer that have lasted longer"
Jeremy-N (25 Oct 2016)
"Hotpoint replaced my machine as it was one of the ones likely to catch fire. It broke within 7 months and they've informed me it's not likely to be repaired for a further month. Judging by what I read, this looks optimistic. Terrible service"
Erin (24 Oct 2016)
"Erin martin"
Linnty (24 Oct 2016)
"Currently expecting engineer 2nd appt tomorrow. 1st time he didn't have all the parts needed for my dryer, apparently it needs a new drum as well as the new back that he brought. I agreed to the mod as I didn't want him to disable the dryer on previous visit, I've had it 12yrs and it's been fine. I am now full of doubts as to what this mod will do and won't trust it, I've noted to watch for hot metal, hot plugs etc and won't leave it. This is hard for me as I am disabled and the dryer is in the garage. Now with winter looming it's gonna be darned cold monitoring it to ensure it, we and the house stay safe. Will be saving up for a new machine ASAP a make totally unrelated to Hotpoint I might add. "
Lk1087 (24 Oct 2016)
"Purchased an Indesit integrated fridge freezer in July. It became apparent quickly that there was a real problem with the fridge was freezing things. Made a couple of phone calls to Indesit which were fobbed off before an engineer was eventually booked to attend. So far we have had 5 appointments, 1 has been attended to where it was confirmed the thermostat on the fridge was not working hence the frozen f, 2 missed and the other 2 Indesit either lost or didn't send the part to their engineer. In the last 4 months we have lost countless amounts of food and resorted to storing our food in a cool box to prevent it freezing which is not ideal as we have a baby who needs to drink fresh food and drink which is properly stored. Customer services will just lie to get you off the phone and truly do not care about anything you tell them, there is zero accountability and no sense of rush. Spend a little extra and go with a better brand!!!!!!"
Hannahlm91 (24 Oct 2016)
"Absolutley disgraceful customer service. Luckily we didnt have a tumble dryer fire hazard. But had a faulty machine. No one was willing to help got spoke to like idiots. Long story short went back to currys where we originally bought it from. They were nothing but helpful, hotpoint have atrocious customer service and should all hang their heads in shame. "
Ailish (21 Oct 2016)
"My tumbler dryer went up in smoke yesterday 20/10/2016 at 9.30pm when me an my family was watching tv. I phoned back in jan 2016 was told it's safe to continue to use it. Was told nearest time for an engineer to come out will be June 2017. I phoned hotpoint to report what happened an was told it's ok to continue using the tumbler dryer. Shocked an very misleading information from them with no support to reassure me an my family from the experience we just had last night an what to do. "
Natasha-garnham (21 Oct 2016)
"Too little too late for my parents an there house in Guildford catching fire because of a faulty machine from Hotpoint!!"
Wifeofreilly (20 Oct 2016)
"Unimpressed & thoroughly disgusted with your repairs service right now. Machine broken since beginning of October. Engineer attended 10 October. Said would be back 13 October. Get text on 11 October that you won't be able to fix until 20 October. Get further text on 11 October offering a replacement machine available until 18 October. Guess what??? link only live for 24 hours.!!!! Complained at the telephone, no help, live chat, no help, actual complaints link does not work, email no response, so here we are on social media. Today is 20 October and guess what??? NO ENGINEER ATTENDING!!! And now no further appointment until 25 OCTOBER. You do not keep your word nor your promises. Liars. #indesit #hotpoint #whirlpool"
Ashley (20 Oct 2016)
"Acomley"
AmyB (19 Oct 2016)
Bazzab (19 Oct 2016)
"This company is an absolute disgrace. There customer service team pretend they can't hear you cut your calls and transfer you to there closed whirlpool number again and again. Refuse to let you speak with a manager and also refuse to write any sort of letter to back up there rediculas process. I ended up scrapping a 13 month old appliance and buying new from another comapny as the hastie really wasn't worth it !! "
VACA18 (19 Oct 2016)
"Hotpoint doesn't care about customers, having to try again and again to (so far unsuccessfully)order a replacement of lesser quality for a manufacturing fault is not good enough."
JFitton (19 Oct 2016)
"I am disgusted at the lack of customer care. These are the modern equivalent of a dodgy second hand car sales man from tester year. where is the protection of consumer law?"
Mango (18 Oct 2016)
"I can't believe a large company like this can treat its customers so dismissively. "
Kell (17 Oct 2016)
"K goddard"
susanneblue (17 Oct 2016)
"booked my repair in Nov 2015, first appointment received in april i took a day off work especially and the engineer never turned up, have been speaking with hotpoint on FB being promised a set time after 5pm for months only to eventually be told they couldnt do this, so its now nearly a year since i reported it and its still not fixed..i have had the several emails regarding buying a cheap one off them but they cant seem to give me an appointment not that id be able to take it as i used my last spare day off for them the last time. there are 5 people inc 3 kids in my home so i need the dryer. why cant they be like samsung and just replace the faulty goods it absolutly disgusting!"
Cleo (17 Oct 2016)
"I haven't had a problem with them but if people have then I support this."
stillwaiting60 (17 Oct 2016)
"I am so angry that Hotpoint think that they can get away with selling faulty merchandise and then expect you to pay towards a replacement. I have not confidence in their modifications and feel that they should refund customers who have bought a machine from them in good faith. Shoddy and shocking way to treat the public!!!"
-Mike- (16 Oct 2016)
"Abysmal service from a company who clearly couldn't care less about the safety of their customers. "
Helen-W (16 Oct 2016)
"I have had to wait 11 months to get a repair appointment and have been too scared to continue using my appliance since watching the BBC's Rip Off Britain programme the other morning. As a single mum on a low income I have not been able to afford to buy a replacement appliance and the nearest click and collect store was 200 miles away! I'm shocked at how such a large company has been allowed to get away with treating consumers in this way, putting lives in danger!"
Angela-Savva (15 Oct 2016)
Claire-B (15 Oct 2016)
Jeanbean (15 Oct 2016)
"I don't see why I have to pay for a new tumble dryer as I thought I had many years left in my one, I don't feel secure with it just being mended"
JoHindes (14 Oct 2016)
"Having been forced to pay out for a new dryer from Hotpoint due to their models going on fire, and them making sure you wait so long for a repair that you Do buy a new dryer off them..... the replacement is broken. Trying to get through customer services is a nightmare. They want me to wait another three weeks before they will come out and repair it, its only two months old!! Their records are showing that they dont have the new one on file and that I am still down for a modification on my old one.... That they took away!! Shocking. My hotpoint cooker has the most dangerous design grill that has burnt at least two members of the family. "
Katrina-draper (14 Oct 2016)
"My tumble dryer caught on fire on the 19th July 2016 .. my 14 year old daughter was in the house at the time she got out just in time 10 seconds more she would of been in the house .. I lost everything on the ground floor .. my insurance ran out just over 2 weeks before it happened... now hotponit is wiggling their way out of doing something about it ... we have lost everything cause of the tumble dryer .. we had to live in a caravan for 6wks before we got a home to go to. In the caravan there was not much room in there cause we r a family of 6 and 2 dogs."
nicola-mcfarlane (14 Oct 2016)
"My dryer will be 2 years old next month. It was one of the fault ones. Luckily they managed to pressure me into taking insurance and all I can say is thank f*** I did because since I bought it for £200+ it's had the mod done on it, the wheel done, a new pump and a new heating element. Now the wires at the top have burnt out. I'm lucky the dryer stopped and just left a heavy black mark to the plastic because it could of been a whole lot worse. They have left me 5 days with no working dryer, with 4 young children. I now have to wait longer because apparently the part has to be ordered. My electric is through the roof with a shitty fan heater and I'm having to travel 3 miles to a friends house to use her dryer."
Bonse (13 Oct 2016)
"We brought a new tumble dryer and a month after they issued the fire warning. So we logged a repair and had an email back saying they would contact us in 2 weeks for a repair. This never happened. We logged another one and had an email back saying they would be in contact with a repair in the next 8 months. We responded with that this was unacceptable as we have a new born and a toddler and didn't feel safe using the machine anymore and have to now take laundry to the laundrette half an hour away and pay. This seems absolutely pointless but the fact is its unsafe and even in emergencies if we go to use it, it doesn't always work anyway. So I wasted my money on a heap on metal taking up space waiting on repairs that don't appear to be coming. We logged another repair they said they would be in contact within 2 weeks again this also didn't happen. I then put my complaint on the hotpoint Facebook page they have got back to me with a repair date on an all day appointment which will mean the repair will be done a year after it was purchased. Up until all this I thought they were a good reputable company. Never ever again. It's cost us more money and time. Similar things happened with our washing machine which was also hotpoint and in the end I went and brought a new washer as with 2 kids I can't really manage without but on a budget that crippled us. Never again hotpoint totally disgusted."
Chris-Jackson (12 Oct 2016)
"Been waiting over a year for a fix now in Oct 2016 and yet another fire due to fault on the news and fire services STATE do not use these tumble drivers. Decided to go for the replacement option as my wife is disabled and we need the tumble drier and my wife now absolutely refuses to allow it to be used. Lo and behold though the one that we want is not available. In fact only one drier on the site is asked for a refund, that was refused, asked for a voucher as the one that I want is available in the shop's, again refused even though they have these things falling off a conveyer every 30 seconds they will not make them available to sort this issue out. A class action against this company is required as these things are a death trap."
Jacqui (12 Oct 2016)
"Had my dryer for just over 10 months and tomorrow an engineer is coming to do the third repair on the machine. After just 4 weeks every fuse in the machine blew and had to be replaced. 8 months later the thermostat failed and had to be replaced. Now the drum refuses to turn so the engineer is calling tomorrow between 07.15 and 10.15. This is the third day I have had to take off work so I have lost over £250 in earnings - I could have bought another dryer from a different manufacturer for less. I also took out the extended warranty and was told when I rang to arrange the first repair that it was a good job I had or I would have to pay for the repairs myself. After reading other comments on here I'm now also worried that my dryer may potentially be a fire risk as people who bought after me have been sold these dangerous machines. How do their executives sleep at night knowing they are selling faulty goods that are endangering lives AFTER they knew the problem existed and why the hell isn't this a prosecutable offence."
Nperrin (11 Oct 2016)
"Had my dryer for a year I was told it had been recalled tried to make an appointment but there made and then there cancelled by them I was told my dryer was safe to use for it then to over heat and set on fire "
Njc (10 Oct 2016)
"What can you say!!! "
Racirach (10 Oct 2016)
"I purchased a Hotpoint tumble drier in Feb 2015, we barely used it as we prefer to hang washing outside. We heard about the fire risk and then used it even less, we were put on the year waiting list to make it safe by Hotpoint, we used it once in June 2016 and it smelt of burning, we turned it off immediately. Hotpoint sent someone out in July 2016 to repair it. We didn't used it again until this week and guess what, it no longer heats up!!!' Hotpoint's response is basically tough, you've got to pay to have it repaired, this is despite my explanations that we barely use it. I tried to escalate the issue and was told to email it in writing and they would respond in around 10 working days, in the meantime I am left with no tumble drier just as the weather turns bad!!!!! Hotpoint are unbelievably shoddy!!!!! I would never buy anything from them or their linked companies again!!!"
Shiv5 (10 Oct 2016)
"Had a fire hazard Hotpoint dryer since jan 2016...Hotpoint engineers and customer services not helping much at all. Very rude service. Have a 14 month old baby I'm the house and was told its ok to still use until it's modified which could be months away! I don't think so I'm not putting my family at risk! London fire brigade saying not use them."
Jason- (10 Oct 2016)
"How long to wait with 2 young children and 3rd due any day with this known fire risk tumble dryers in our house. Happy to buy a replacement as want it fixed or gone but replacement options are never in stock. Please help!"
Cheryl (10 Oct 2016)
"5 Week old tumble dryer sounds like a bag of bolts, called customer service, they said they would send someone out but I should take out an insurance in case it was my fault ! They said I could be left with a £55 call out fee, so I took out the insurance, yes extra insurance on a 5 week old appliance that has a years warranty :( They came out and said I need a new drum and bearings, no appliance should need such a significant part after only 5 weeks. I was sent a message later saying the part wasn't available and they had no idea of ETA, but they would contact me to arrange a repair when it was in. I called the place I purchased from to complain and quoted bits from the consumer rights act 2015. 5 minutes later I got a call saying the part was in and they will be out the following week to repair, They are due On Tuesday so we will see what happens. Really not happy and if this doesn't get fixed i'll be demanding a new machine. "
Andrea-blackmore (09 Oct 2016)
"After a year of waiting for my fault to be fixed, and many "chats" of live chat I have finally got a date. But since then it has got worse. I have never been able to buy the replacement that they offer As it's never in stock. I feel completely at a loss and to be honest will never be confident in purchasing another of their products. "
Farrer990 (07 Oct 2016)
"Currently awaiting my 2nd faulty replacement Hotpoint freezer draw to be delivered. 1st time replaced with no hassle under guarantee came within 5 days. 2nd time they tried charging me even though I am under guarantee. £30 later and 4 phone calls to "customer services" and now 8 messages to Twitter and 110 days passing after promises of a delivery I am here frustrated. It's been 'on order' and you deal with a different person each time so no one knows what's going on "
Jeanie (07 Oct 2016)
CMcAvilley (07 Oct 2016)
"Fed up waiting and being fobbed off. Not good enough!!!"
Amanda-Eskdale (07 Oct 2016)
"My home was destroyed by a fire caused by a hotpoint appliance in January this year and my family almost killed!!! It left us homeless and scarred. Hotpoint and Whitlpool have been disgusting towards us in terms of support and compensation. The company is to blame and needs to oay for the longterm damage caused to me and my children!!!"
Kirsteen (06 Oct 2016)
"This is not my first experience of hotpoints pathetic customer service! My dishwasher was modified a couple of years ago as it was identified as being a fire risk, post modification discovered the engineer hadn't plumbed it back in correctly and it also developed another fault which we had to pay a call out charge on to be rectified. My fridge/freezer broke down numerous times over a 6 month period and eventually they realised it was due to the seal around the freezer door having gone, despite the financial losses of taking time off work waiting for engineers and the loss of food over this time we were given a measly 2 figure sum of money as a goodwill gesture. I registered my tumble dryer as faulty the day the story broke on itv news and here I am still waiting for them to give me a date for modification, I've had numerous emails offering me to purchase a new dryer however I absolutely refuse to pay them a single penny as it is not our fault they cannot manufacture these appliances safely so why the hell should we be left to foot the bill. Never again will I buy from any company affiliated with whirlpool as at the end of the day they are the parent company and ultimately accountable. "
Victor-Von-Boom (06 Oct 2016)
"I find Hotpoints lack of care for the safety of their customers incredible. They're happy for me to put my family at risk of burning to death for over 12 months before they fix my machine!! I'm also amazed that they haven't recalled the machines and offered refunds/new machines in the first place. Clearly they've worked out it's cheaper for us all to burn to death and put up with the negative publicity than it is to just do a recall. And I'm sorry, but I don't think offering people a replacement at just "£99" is enough. I've already forked out over £250 on their machine in the first place. What, I then have to pay another £99 to get one that won't possibly burn my house and my family down. Yay nice one Hotpoint!"
Andrea (06 Oct 2016)
"The waiting is ridiculous! Registered months and months ago, waited, no action - call them - have a customer number but their system reads "error"! I wait more for them to get back to me, but they don't. Calling again, someone looks into it but still "error". Model no. Etc all again and i wait. Still nothing, call, they can't do anything because my accounts says "error"!! Get told go on internet and re-register! What!!! Something needs doing and fast! Offered a £19 TD, not same spec as ours but can we remove ours, load in vehicle and go on a 3hr round journey to Hemel Hempstead as that's the most local collection point to us in Peterborough?!?! What we live 10 mins from Hotpoint factory in Peterborough!!! Can have one delivered for extra money, why should this be costing us?! I want a refund, come take my TD away as I can't trust it, it's not fit for purpose! I value our family & home, I don't want a possible fire situation. Wrote on FB page - they are asking again for the model number etc. Just going around in circles... So frustrating! It needs sorting! "
urbangopher (05 Oct 2016)
"beyond ridiculous, a month for a washer repair!! 2 weeks for an engineer to come out and another 2 weeks waiting for parts? cant even get in touch with them. im completely stuck! washer is 18 months old and failed twice with two different faults. pathetic."
Carnoustie- (05 Oct 2016)
"Hotpoint customer service = no service whatsoever. Disconnected me twice after holding for over 30 mins. 9 months for tumble dryer fault repair, their faulty machine, take full day off work no engineer turns up. Treated atrociously. "
Loren-Best (05 Oct 2016)
Meddam (03 Oct 2016)
"12 months waiting for my dryer to be fixed. Enough is enough now. "
Jaanderson65 (03 Oct 2016)
"Unaceptable delay and no contact. Iam having to chase up.. Currys knowhow is useless! No fridge for weeks!"
Kelbly (03 Oct 2016)
"Waiting for over a week for my washer dryer to be fixed, engineer arrives and thinks it's a blocked filter - but doesn't check the machine actually works. When the engender left, I put the washing machine on and now, half way through the cycle I have water flooding out of the door onto my floor. Trying to call hotpoint but the phone goes dead. Tweeted them with a video and still nothing!!! The engineer was in the area so could still come back but no one will help me! Going to have to go a whole week with out a machine again at the minimum I imagine!!"
Hotpointbloke (03 Oct 2016)
"Dear Hotpoint, Ariston, Indesit and Whirlpool Firstly I'd like start by saying that your customer service for a highly recognised company that has been around even before I was born is extremely appalling and you should seriously invest a better approach to all your customers who experience a problem no matter how big or small it is. You as world wide company are not so helpful nor friendly at customers who phone in to discuss issues. I feel everyone such as your customers and the public who have read any of my posts on Facebook will agree with me that your level of customer service is highly appalling and we need to act together to resolve this and as a hotpoint customer I will have my voice heard and listened to. This has been going on for too long and to have very unhappy customers left on hold for excessive minutes or even hours is disgraceful. Yes you make beautiful appliances and they are good value for money, but where is the thanks and integrity for your customers who still continue to choose your brand of products? One thing I will say is that, your company needs someone such as myself to speak up on behalf of hotpoint to spread this message across so that steps will be taking in order to handle the issues in an professional and accurate manner with a very high level of reassurance and customer service. Hotpoint, all you need to do is read all the unhappy comments that customers are saying and sort out all the issues in the next way possible. Nobody likes to complain or certainly have the time or patience to have to do all the work that you are supposed to do. Families with kids and new borns, that have been left without a working appliance due to premature breakdowns and having wrong parts ordered or engineers phoning in sick or just simply not doing their job properly I find horrendous and disgusting. I really hope this message is going to be seriously read and the appropriate people and superiors act on my post. Although this may look and sound very formative, I want to help your company and make your company develop and go further with its customer service. I would very much appreciate a highly detailed private message to say you will take all my points into consideration and to hopefully invite me for an interview with your superiors and people responsible for constant let downs. However on a positive note, I do love hotpoint as a whole and have all hotpoint appliances in my home and shall continue to buy hotpoint in the future and please work on my post and take into account everything I have detailed on behalf of unhappy customers and just my own general key points. I very much look forward to hearing from a representative very soon with lots to say and put right. I want and will have my voice heard and listened to. Many thanks."
pumpkinbailey (02 Oct 2016)
"Terrible service from indesit had 2 failed appointments engineer just hasn't turned up to fix tumble dryer no phone call email nothing. Disgraceful "
Louisa (01 Oct 2016)
"Appalling! I'm on my 3rd machine now due to been faulty "
Mike83 (01 Oct 2016)
"Absolutely disgusting service .... from regular contact from Liam at escalations and complaints team to one email from Ajitpal Darar pinning blame on credit card fraud... which it wasn't and now just being ignored ! How can it take this long to sort.... bet there engineers still installing and repairing new customers units whilst existing customers wait so long for safety repairs!"
neadsaoibhs (30 Sep 2016)
"Patronising advice given on how to manage my anxiety, and being told they aren't concerned about my model although its on the list. Shocking treatment and had enough!"
Angela (30 Sep 2016)
Boberto (29 Sep 2016)
"Shocking aftercare. Nearly 2 months to repair a washing machine that isn't even 2 years old. Encourage you to buy an insurance policy so they don't have to pay for the replacements. Ill never buy hot point again"
Mrs-Tazzman (29 Sep 2016)
"Hotpoint have admitted there is a fault with their dryers, this means the fault has been there since manufacture, they should be recalling and replacing dryers which have a fault rather than modifying dryers or charging for a replacement (if it is within 6 years of buying the dryer this should be well within customer rights)"
Eleanor (29 Sep 2016)
"Worse company I have ever dealt with!! "
Johnny-Come-Lately (29 Sep 2016)
"As a company the customer service is appalling. Got a local appliance engineer to have a look at the appliance as it is out of guarantee, his advice was never buy Hotpoint as they are one of the worst companies out there."
Racheal- (29 Sep 2016)
"I have a faulty tumble dryer and after a while waiting for an appointment I had a phone call from hotpoint saying they would be out on 27/09/2016 sat in all day waiting n they never turned up tried to contact them by phone and they tell me that advisors can't comment on appointment times wtf. Then tried live chat that was unavailable. Finally got through on twitter to be told they have no record of any appointment being made?????? Who phoned me in the first place if it wasn't them ! So annoyed at there lack of customer service !! "
iammrsmo (29 Sep 2016)
"Faulty fire risk Tumble drier, can't wait for repair as too long a wait and have young children under 3 in the house, pay £99 for new one, new one doesn't work, can't get through to anyone, Facebook, Twitter, chat, email, Any of the numbers. Shocking products and customer service. Gutted that I put my trust in this company to then be catastrophically let down. "
Helen-horn (29 Sep 2016)
"Shocking company.. can't contact them they cut you off! customer service doesn't liaise with engineers so customers get let down big time! "
FB-user-39614 (28 Sep 2016)
Topcat2006 (28 Sep 2016)
"Hotpoint have a poor understanding of the concept of good customer service. They also have no idea how to correctly engineer and test a product, leaving their customers to be guinea pigs which means they gain. In order to get our faulty machine resolved, a fault which Hotpoint built into the machines we are out of pocket by a considerable expense. There has been no offer of compensation or apology for this. What there has been is I'll prepared 'phone operators who couldn't care less reading a script. They can't even be bothered to memorise it... Not what I was expecting from a brand such as Hotpoint..."
connieeccles (28 Sep 2016)
"Faulty dryer - nearly 12 months on reapir list, frequently pushed towards the "replacement for £99" but it wasnt of same quality - in the end i did take that option as sick of waiting, delivered - not installed even though the £99 is installation as well - sent me a refund to cover the non install - refund in wrong name even though they have all my details! On installing dryer ourselves, find it has no feet! Then i get a letter saying they are trying to contact me to arrange a repair for my faulty dryer!!! This being the faulty dryer they have taken away! terrible record keeping, no confidence!"
Weemi (28 Sep 2016)
"Just paid for £99 pound replacement despite the fact my dryer is only 2 years old and rarely been used since January2016 due to fire risk. Would rather have had full refund as I don't trust Hotpint now!"
Miketheloop (27 Sep 2016)
"Still waiting for compensation two months after requesting it. Had a fridge freezer with multiple problems ending up with the loss of a considerable amount of food. Plus it taking over a week before the engineer could even look at it. Having two children left us not impressed. Engineer tried to blame us for having ice in the freezer!!! Ended up being a manufacturing problem anyway! Absolutely useless customer service, they don't reply to emails. "
Lynsey (26 Sep 2016)
"Lynsey Bell"
HilaryJ (26 Sep 2016)
"Waiting since November 2015 for repair on faulty, dangerous tumble dryer. Recently informed that I could get a replacement but at a cost of £99 to me !! However that has been impossible as Hotpoint don't have the size I need in stock and they don't know when one will be available - ridiculous as they apparently manufacture the machines !! Bought my original tumble dryer in good faith back in Feb 2015 from what I thought was a reputable company, however they have sold me a dangerous machine prone to catching fire and putting my family at risk. Customer service is abysmal...why have Hotpoint left me so long without doing anything about the problem ?? "
Paula-wilson (25 Sep 2016)
Amy-Ames- (25 Sep 2016)
"Amy Ames -hate the way we have been treated ... If I was willing to pay for the repair I could have an engineer out tomorrow. Waited for nearly a year now to be told today that I am no longer on the system. Probably because I gave them a piece of my mind last time. "
Lynn-Goetze (24 Sep 2016)
"Disgusted, no warning that my tumble dryer could catch fire, it luckily only damaged the clothes inside it and the cupboard next to it, the smoke damage was worse thankfully it was in a utility room away from the rest if the house, I'm glad I had the smoke alarm, hotpoint have written to me twice offering me a discounted appliance so they know I had one but they then refuse anything because I disposed of the burnt one I'll never buy hotpoint again, I've just replaced my hotpoint dishwasher & fridgefreezer to another brand because I don't have any confidence in there products"
Hkp1984 (24 Sep 2016)
"13 month old dishwasher stops working and all I get is rude customer service agents telling me they will not change their mind and will not help me! Worst customer service I have ever come acrosss £369 might as well have put it in the bin! They don't even care that it was a fire hazard! Scorch marks are luckily the worst that happened but could've been so much worse!"
Tinkerbell (23 Sep 2016)
Tara (22 Sep 2016)
"Absolutely terrible service! I spent 3hrs on phone to them just being passed around. Engineer did not turn up (I had booked the day off work). No one dealt with my complaint. Extremely hard getting my refund processed!"
MrsH86 (21 Sep 2016)
"Absolutely disgraceful! I have a faulty tumble dryer that I have to wait until January 2017! Not acceptable with 2 kids & a dangerous machine!!"
Jgrove (21 Sep 2016)
"Been waiting since January to hear something then they say we will be fixing the tumble dryer in September to then receive an email saying that they are now rubbing behind and can't give me a date! Now they want either £49 for a new one I have to collect or £99 for them to come and fit it and take it away again!!!! Worst company ever! "
Becca-Bagshaw- (21 Sep 2016)
"Waited a year for my drier to be modified, missed the appointment so opted for a replacement but why the hell should I pay and why do they get to choose which one I can pick!? I'm downgrading! i really do not know how they get away with it!!"
FB-user-59411 (21 Sep 2016)
"Yet another big company taking their customers loyalty and throwing it back in their faces! Do they not understand the brand damage they are getting from the inadequate way they deal with these serious safety issues? it's about time we all stand up to these corporate bullies and its also time for the government to look after the consumer before the businessman !!"
AdrianBooth67 (20 Sep 2016)
"23 days without a washing machine, 3 engineer visits, £120 spent on laundry and they have the cheek to claim that we are now on a second repair even through the second repair is only needed because they fired the wrong part when trying to fix the first issue."
Elisha (20 Sep 2016)
"Eparr"
tez_adams (20 Sep 2016)
"10 months ive been trying to get hotpoint to sort my dryer out! "
Gemma (20 Sep 2016)
"Absolute joke. No idea how this company are getting away with ignoring customers like this. Disgusting & insulting."
Michelle-moss (20 Sep 2016)
"Surely it is against the law to sell faulty machines and all faulty machines should be recalled and replaced as standard. We didn't choose to buy these fire hazards."
wendy-steel (20 Sep 2016)
"My dryer was reported in September 2015- I was told 5 weeks waiting time. It is now September 2016 and I have had no one come to look at the dryer. I cant use it. And I refuse to pay for a replacement when it is the fault of the manufacture - all faulty machines should be recalled and replacements with no charge should be given or a full refund! "
FZC (19 Sep 2016)
"I have just had my faulty machine replaced but after months of wrangling and arguing and waiting in for engineers to come, having taken days off. I am lucky in that I don't use my dryer that much but for people who have masses of laundry for their family it is so frustrating and untenable. I am so disappointed with Hotpoint who I always rated as a well-established, competent, worthy supplier - such a shame as I will certainly think twice about ever using them again."
Coops (19 Sep 2016)
"Hotpoint washing machines- never again! Appauling customer service and product quality- can't get an engineer to us untill next Monday, so left with a pile of soaking wet laundry (or I would be if I didnt have family close by). Second time it has failed in 18 months; the pump has gone again. Its also impossible to escalate anything with them as the mangers just refuse to speak with you! Oh and if you ring the extended warantee provider direct- they can’t do anything either as long as they have agreed to get an engineer to you within 5 working days as this is the expected level of service! This total lackk of accountability is simply not acceptable"
Brinn (19 Sep 2016)
"Been waiting to get our machine sorted for a year. Phoneline and online chat never work. More elusive then zoro "
Caitlin- (19 Sep 2016)
"Supposed to have a repair FINALLY today and have received no details of when they will arrive being cut off on the phone line and no online chat available. utterly rubbish. "
Kathryn (17 Sep 2016)
"I've had my tumble dryer for 18 months to two years it suddenly stopped working for no reason . I pay for warrinty on it and I've been constantly been passed from department to department even though I have warrinty til November this year . We checked to see if it had the fire hazard it is one of the models we put it up for being fixed about a year ago still haven't heard anything. I'm furious to say the least I'm expecting my 6th child and have five other children all living under one roof winter is coming and will make it very difficult to dry clothes whilst winter is here . We rely on our tumble dryer during this time because the washing is allot of considering in less than a months time I'm due to give birth . I hope this strengthens our plight in getting hot point to actually do something about this and face up to their actions considering around six months back two doors down from my home their hotpoint dryer blew up and they lost their home due to hot points faulty tumble dryer !"
GordieBelfast (17 Sep 2016)
"So goat a mail from hotpoint asking for my detilas and the detials on the tumble and what went wrong. So i sent them this lol Hello there my name is gordon catherwood and the address my tumble dryer is registered to is 80 alliance road belfast bt14 7jb. I posted a post with a photo on your main wall with a photo of my tumble dryer that physically went on fire setting my cloths inside on fire along with it. Luckily no one was hurnt altho my 4 year old daughter was distracted as she was close by aswell was my 1 year old daughter. I rang the help line and gave them the detials of my tumble dryer witch are CTDOOG 708280320 witch they gave me the reply yes sir yours in one of the affected appliances witch i replyed telling them that i know because it just went on fire etc. The person on the other end of the phone took full detials and a complaint from myself and i asked was there anyway i could be compensated for the cloths that were burnt and they said no because the product wasnt insured witch i dont think insurance would be of effect as tbe appliance was faulty of your own companys admissions. Not only the clothes that were burnt but others in the same room were smoke damaged aswells as other things. I would of been happy with some money for new clothes and a replacement appliance but now i think we deserve more as myself and partner are out of pocket having to buy myself a new work uniform and kids clothes aswell as clothes for my partner. If its not resolved asap i will be taking the mater to court. Not only this but im still waiting in an emergency call out from a enginer wich i presume to see if iv told the truth and it is indeed the same appliance wich it is. Please dont let anymore of your loyal and paying customers down and sort this asap please. Still no reply. Absolutely a disgrace of a company."
SPatel (17 Sep 2016)
"We first reported a problem with our washer drier on 1st August and Hotpoint and Currys tried to tell us it was the other party's problem. Engineers have been booked on 8th August, 5th September and 16th September but did not turn up but no one contacted us to let us know. One engineer did come on 2nd September and told my parents he needed a part and would come back on the 5th but didn't. I was advised twice over the phone that a part had been ordered but yesterday was told no part had been ordered and a new engineer visit would be needed as no notes are on the system. So back to square one after nearly 7 weeks, really not good enough. As advised by the Hotpoint adviser yesterday, I contacted Currys for a refund and was told they needed an uplift code from Hotpoint and given that this has not been resolved within a "reasonable" time frame, this should be doable. They tried to put me through to Hotpoint and I was hung up on twice and the Currys adviser was hung up on once. Unbelievably shocking customer service. My elderly parents are struggling without their washer dryer. My father is incontinent and my mother (who is in her 70s and not in the best health) is having to walk to her local launderette every day with urine soaked and soiled sheets and clothes. She is in tears over this every day."
Jade-C (17 Sep 2016)
"My hotpoint tumble dryer was affected. Thankfully the heating of my element broke 2 months ago, when the engineer came to modify my tumble dryer today I was told using it for a week or 2 more and it would have set of fire, risking the lives of my 2 children. Disgusting"
Dumpling (16 Sep 2016)
"9 months after registering for a modification to my tumble dryer due to it being a fire risk I received yet another email advising me the deadline for repair had been missed but I could still replace it for a discounted new one but would need to hurry as the promotion was ending! What a joke, accept I'm not laughing. The email also advised it could not tell me when the new repair deadline would be. I called the helpline and they couldn't tell me either. Advised to live chat the service team who refused to give me a free replacement despite the fire risk and unacceptable delay. They have now booked an engineer to come in the next few weeks but I'm not holding my breath anyone will arrive or the problem will be resolved. I have lost complete confidence in Hotpoint and their shoddy customer non service should cost them dear. I hope this petition achieves something positive for all affected but in my mind it's too little too late."
Give-hotpoint-miss (15 Sep 2016)
"It is a total disgrace the way they have treated me as a customer especially being disabled as well . The Washing machine was bought in argos Llanelli st elli after phoning Hotpoint a number of times being kept on the phone with music playing then getting cut off after 40 minutes that append a number of time in the end i went down to Argos where item was purchased and explained to them i could not get through they then tried phoning and was waiting about 20 min before answer but 2 members of staff phoned Hotpoint to see which 1 got answer first they arranged for first engineer to come out who came out with is machine not working to test washing machine 1 big joke . so not being happy with is reply i got back in touch with Ripp off Hotpoint finally and they sent another engineer out who machine was working plugged it in but the washing machine could not find its balance to go into the 1000 rpm spin with clothes in so he tested it empty and as it reached the rpm empty he done a report and said it was working fine also i did not mention this in other description i was told by 1 of the engineer to buy a weighing scale and weigh my clothes before putting them in the washing machine and read the book to see what weight per cycle i thought he is taking the mick i have never in my life at to weigh clothes before going into the machine so i was then told to use the whites cycle to be able to use the 1600 spin to was my Jeans and T shirts which was a 3 and a half hours wash i told him i am on very low income and can not leave a machine run that amount of time plus putting it on the whites wash would not do my jeans any good . it is a total disgrace the way they treat customers and the service is terrible i have had a letter yesterday now from there solicitors threatening to take me to court if i do not pay the £54 call out charge with in 7 days i will have court charges on top as well so due to my disability s cant take stress due to my epileptic fits i have at to borrow the money to pay them i explained this to there solicitors on the phone and they told me to claim on my insurance well the only insurance i have got is the 12 months warranty that came with machine which in Hotpoint s eyes means nothing plus another thing it stated on machine 5 years free parts when registered when i registered for 5 years free parts it was a scam again they wanted more money on a monthly basis what is really frightening as well Hotpoint cover so many washing machines you can go to a store buy a different brand not knowing once again you are under Hotpoint . i had no option but to get rid of the machine and buy a candy what really annoyed me was when they said send us proof of buying new machine and we will look into dropping debt so done that costing nearly £7.00 to post with recorded delivery tracked all the way to make sure they got it plus in total they cost me £30 in phone calls there is £37.00 plus the £54 odd they have just cost me total disgrace Dean Chat Conversation End Type a message..."
Nicolacamero- (15 Sep 2016)
"Hotpoint customer service is non existent! My washing machine glass door smashed and when I called them they said I should pay to repair it. This is a serious safety issue and they don't care. I injured my hand but it could have been so much worse. "
Jennifer (15 Sep 2016)
"Bought Hotpoint in 2014 as thought the brand had a good reputation. Tumble dryer was bought at full market value a few months before the recall. As such it's hardly been used as I don't want to risk fire (even though I follow there "safety" instructions) as I won't put my family or home at risk. I'm a patient person but it's time something is done, at the cost of those who caused the problem. "
Ian-Sharratt (15 Sep 2016)
"My washing has been out of action for nearly 3 weeks and now they tell me they won't be out till 26th sept I've a family of 5 and to me it's not good enough they did offer of a replacement in a text message which does say only those for 24 hours but couldn't get it 13 hours later cause I was working so sent them an email and got told the wouldn't be replacing my washing machine cause it was out of warranty so asked they Y offer me in the first place then got no reply "
Lucy-B (13 Sep 2016)
"After waiting since November 2015 for my tumble drier to be modified, Hotpoint engineer has used the wrong part and completely broken my machine. Hotpoint don't seem in the slightest bit apologetic about this, navigating the telephone service line is horrendous and it often isn't working, live chat is frequently unavailable and most of the staff I've had dealings with have been unpleasant and some downright rude. Still waiting for them to repair the machine that they broke and I know that when the date finally comes for repair, they will turn up when I'm on the school run - they are totally inflexible on repair times giving a laughable 13 hour window, narrowed down to a 4 hour window late the night before by text, so if that time slot isn't convenient, you can't get through to anyone as their phone lines are shut. I have never come across a company less bothered about their customers and will never buy one of their appliances again. I find it staggering they can get away with this behaviour on such a massive scale. "
ashleigh (13 Sep 2016)
Jonnypubs (12 Sep 2016)
"3 weeks no call back! Told me it was all sorted. I called to complain, they told me to use live chat which is never available!!"
Vickster430 (12 Sep 2016)
"Can't get an appointment for nearly a year! Have been trying to call the company and have been put through to so many departments I gave up! An absolute joke! Have asked if my home insurance would cover my property if it caught fire, was read something from a script! Fed up"
Lucy (12 Sep 2016)
"Moved into a rented property with a 6 month old washing machine/ drier within warranty. Did first load of washing and then couldn't get it out of the machine. Handle is broken. It's now been 2 weeks and I have not even had anyone at Hot Point acknowledge that they will be sending someone to sort it out, despite the fact that we informed them immediately. I keep being told I will be contacted by an engineer with a date and time, and every day I receive no calls, so I call Hot Point again, only to be told I will be "eventually" receiving a call. Same cycle every day. I dread to think what the clothes are going to smell like when we get them out... Damp clothes in a broken machine for 2 weeks? Possibly longer once they actually bother to do something... And I doubt any compensation will be offered for the loss of any of the items."
Michael-B (12 Sep 2016)
"Potentially lethal machine, lackadaisical approach to safety by manufacturer. Life long Hotpoint / whirlpool user treated like something that has been stood in"
BarbaraSkelton (11 Sep 2016)
"As a pensioner and living alone I am frightened to use my dryer and cannot afford to replace it. There are so many horror stories about the after effects of the mod that I am refusing and requesting FOC replacement"
chris-woods (10 Sep 2016)
"Hotpoint just seem to give the same advice that they are safe to use as long as we don't go to sleep shop or work I think they need to look at the advice and issue a warning not to use them and they should replace them for 3 as mine is not insured for fire if it is at falt or when & if modified still won't be insured "
DaveD (10 Sep 2016)
"Hotpoint, After waiting over a year for a resolution to my tumble dryer 'fault'... I still don;t have date for a fix. All I have received are numerous offers for me to purchase a replacement for my 5 year olf unit! I purchased a set of hotpoint appliances 5 years ago and have been disapointed by all but one of them! My fridge wouldn't get cold because the pipe from the freezer was frozen, leading to an engineer having to install a heater. Although this was a common fault, I felt pressurised by your service line into taking out an extended warranty because 'otherwise you would incur a fee of £XX if the engineer doesnt find anything wrong!'. The latest fiasco is with the tumble drier which we have been unable to use 'unattended' for the last 12 months due to a fault. Instead of offering lots of 'discounted replacements', the focus should be on repairing the faulty units. I have had my repair date delayed numerous times! It's still not fixed! Thanks hotpoint! I will be going for another brand next time."
Bh (10 Sep 2016)
"18 weeks ago my dishwasher displayed al08- I researched to find it was a heating fault, I have extended warranty cover with d&g (who have been great might I add) and despite them telling me the engineer would carry my part as I had told them what it was he turned up and said he wasn't able to fit the part! 2 week wait and the next man turns up fits part it works then leaves and it comes up again before finishing cycle- this continues for 10'weeks in total ( I was informed on the last time all parts had been replaced and if it happened again i would get a replacement) this was also confirmed when I finally got to speak to a manager from hotpoint (who was extremely rude might I add and this was after being promised a callback within 48 hours on 3 occasions) 8 weeks it worked for then...al08 again I call and they say send engineer, I queried it and explained engineer and manager said next be replacement but they said engineer will assess- I explained that each time I was taking time off which was negatively affecting my business as I am self employed! The engineer came out and said it needed another part- I explained all has been replaced and was told it would suggest one of the replacement parts was faulty as the water is still hot, he tried to book an appointment but couldn't get through so said I would be contacted to arrange one within 48 hours- no call so I chased it up to be told my appointment was booked for Thursday (8th September) I said I had school runs at 830/930 and 12/1 and was told that would be added as a note, my time slot came through one day before at 1052-152 on Thursday I returned earlier at 1245 and saw there was no note so was relieved, at 115 I put my son to bed and found a sorry we missed you sign on the mat- despite me having been home and neither of my TWO doorbells had been rung, I tried to call the number to get them back but for a busy tone and cut off on several occasions so pushed different options and finally got through to someone only to be told the engineer cannot come back (in her defense she was the nicest I have spoken to and did appear to sympathize and even managed to book me a slot between 930-230 but it meant ANOTHER day affecting my business and another week with no appliance!!) I then asked to speak to a manager AGAIN to be told none were available. I decided to contact d&g and explained about the 18 weeks of hell... Yesterday (a day later) I got a text for a replacement thanks to d&g :) Hotpoint both on the phone, in person, via live chat and even via Facebook have continually fobbed me off and told lies to have an easier life- i have never known anything like it... The only downside to d&g sorting a new one out for me is its still under hotpoint for repairs 😓"
Amina (10 Sep 2016)
Lexi (10 Sep 2016)
"Absolutely disgusted with hotpoint! Our fridge freezer is 18 months old and it has broken, had 2 throw all our food out. Rang hotpoint for them to send out an engineer and they told us we had to wait a week! After a week an engineer came out and told us it needed a new motor and we would have to wait ANOTHER week for another engineer to come and fit it so after TWO weeks without a fridge freezer the engineer came and replaced the motor. The NEXT night the alarm was going off again and it was no longer cold it had broken AGAIN! Rang hotpoint this morning to explain and see if we could have a replacement as ours is obviously faulty and we can't go another week or more without one to be told we can't have a replacement and we have to wait another 5 days for another engineer to come out! We explained that we have a 1year old that needs fresh milk everyday and we can't keep running to the shop everytime we need milk to basically be told it's tuff and we have to wait! They're customer service is AWFUL, when we 1st rang they answered the phone "what" I have never been so shocked when ringing a company! Hotpoint obviously think it is acceptable to speak to customers this way and for them to go weeks without a fridge freezer even though they pay insurance! We now have to go out an buy another fridge freezer as we can't go without one any longer and hotpoint don't care as long as they are making money that's all the care about and on top of that we have to keep paying our insurance for something that doesn't work! "
S (10 Sep 2016)
"Back last year my dryer started smoking as i had a package with British Gas they came out replaced the heater which was caked in fluff. A few months later it started again but this time worse to point i had to get my boyfriend to put it out the back my kitchen and clothes stunk of smoke to which i tried contacting hotpoint but could never get through to there customer service team. Then i heard on news hotpoint were recalling dryers so once again i contacted them to no avail. I then registered it on there website and i didn't hear anything from them for 12 weeks. When i did we were given option of buying new 1 at discount price or wait until may this year for modifications visit. By now i hadn't had a dryer for a year so we opted for new appliance. This new appliance is now faulty and once again over the phone you get answer service then engaged tone. I have now contacted them on their website but no response. I have now found their fb page and a gemma has now made me appointment for repair but really speaking with it being so new i think i should be given new replacement not repair. My appointment is on 15th so lets see outcome. "
Lauren149 (09 Sep 2016)
"The WORST sense of customer care I've ever come across. We're all living with fire hazards in our homes and they are using this as an opportunity to cash in by making us fork out £99 for a "discounted" dryer. Will NEVER buy from this company again "
pissedoff (09 Sep 2016)
"For the attn of Ms Danielle Waterson Faulty Hotpoint Tumble Dryer Risk I am writing to you to inform you that I am taking this very seriously and I will be sharing everything via news papers and social media. You modified my dryer in Feb 2016. You have left my dryer inoperable. You are sending untrained members of staff into peoples homes and letting them attempt to modify your dangerous appliances. Your untrained staff member told me that he had NO Qualifications regarding electrical appliances. I am a technician and I watched in horror at your untrained member of staff as he attempted to modify my appliance. I had to call another engineer to repair your untrained staff members bodge job. I was left with a slip of paper telling me it was working fine. WRONG!!! We attempted to use it and F10 appears within 25 minutes and then the on/off switch is inoperable (a fire hazard) I have emailed you all my details regarding serial numbers and dates but you have basically told me to **** Off. Well, I will not be put down and I want my dryer repaired by a Qualified Member of your staff. I will be passing this email to all social media outlets throughout the world until I get a engineer to repair my appliance. I will not be fobbed off. The ball is in your court. Your untrained staff member has left my house with a unstable fire hazard and thus leaving my house insurance VOID. I am letting the public know that you are sending untrained staff members into customers houses and messing with electrical appliances. I will leave this with you. Keep watching for my details for I am also contacting news papers and radio stations and such like. You have messed me around too much, cost me money making me wait and wait and wait on hold on your pathetic help line and this has ended right here. Your Hotpoint team have basically told me where to go, now I am fighting back. This is not the end, it is just the start. YOU ARE SENDING UNTRAINED MEMBERS INTO CUSTOMERS HOUSES AND LEAVING THE HOUSE INSURANCE VOID!!!!!!!!!"
Johnno (09 Sep 2016)
"Was fighting for nearly a year to get my Indesit Dryer replaced or refunded this was in spite of my last Dryer going up in smoke was past from pillar to post by rude and unhelpful staff that is when they could be bothered to reply and no one seemed to know what they were doing disgusting behaviour from a company I use to rate highly , i would definitely never use this company again how someone has not been killed using one of there dangerous appliances is beyond me ."
Babysitter (08 Sep 2016)
"Customers have been treated like imbeciles by a company making millions but denying full liability"
Rudders- (07 Sep 2016)
"Shockingly bad customer service, actually I take that back - there is no customer service!!!"
Nik (07 Sep 2016)
"Discraceful company. Not only do the dryers pose a fire risk, their fridge freezers do too. Ours blew up after countless engineer visits and now the replacement is going the same way but the engineer keeps calling in sick and theres noone to look at it!"
Tania (06 Sep 2016)
" Like everyone else im a tad ticked of that the estimated repair time given on Jan 8th when I registered my faulty hotpoint dryer was 6 weeks, 8 months later and still nothing. I have since found out my house insurance will be invalid if the machine catches fire and even if it is modified. I have now received an email offering a new dryer at a cost but the only suitable dryers are either 4 inches bigger than a worktop or a smaller load than I have now. Why should anyone be forced to either have invalid house insurance in the event of a dryer fire or pay for a replacement that doesnt even fit/ smaller load when the problem is theirs? l think someone is going to have to be seriously injured before this company gets its act together."
FB-user-77264 (06 Sep 2016)
LeanneH (06 Sep 2016)
"Had our dryer a few years. When the list of affected models came out we checked it but ours wasn't on the list. Yet at 11:30pm last Wednesday evening ours starting pouring smoke out of the back. It filled our utility room in seconds. Within minutes we had switched off the electrics to that room, opened all the windows and front door to let the smoke out. It was so bad me and my husband had to take it in turns entering the room to try to remove the dryer from the fitted units it was in. We dragged the washing out - which was so hot we could barely handle it (the dryer had been on for around 10 seconds when the smoke started) - and got the machine out to our back garden. It continued smoking, albeit less, for the next hour. So far hotpoint have arranged an engineer visit and brought it forward twice - due today - but we've had no contact as to our 3hr window. They've deleted my Facebook complaint and no not responding to my messages. Our model is a Hotpoint TL71P dryer. "
Lbcb (06 Sep 2016)
"Registered my 3 year old faulty drier in January and have finally been given a date for modification for the end of September. I have not used my drier since because I have a 3 year old son and do not want to put his life at risk. I do not feel comfortable with the modification and have repeatedly expressed my concerns to Hotpoint who are refusing to replace it. I now have a very expensive piece of metal sat in my conservatory absolutely useless. "
Stan (05 Sep 2016)
"Contacted Hotpoint for the 5th time today as I have been fobbed off every time so far. I used Facebook to slate them today on their page and miraculously I suddenly have an engineer booked in a month. Disgusting company. I want a full refund not a repair."
Gingernutter (05 Sep 2016)
"Contacted hotpoint in January to register my faulty dryer that was only 4 months old. I was told an engineer would replace the part within 8 weeks. Months later I'd heard nothing from them so I took to Twitter and finally got a response. They said as my dryer was less than 12 months old I am entitled to a brand new replacement (different model) free of charge, and would be contacted shortly to arrange the exchange. I'm still waiting........ 9 months down the line stuck with a dangerous almost new appliance that I darent use. Tried ringing the customer service number on numerous occasions but I'm yet to speak to anybody, just stuck in a queue for hours on end. I left a message on the Facebook page which was deleted by hotpoint, and my tweets are also being ignored. The situation is an absolute disgrace. "
Debbie-b (05 Sep 2016)
Scott-T (05 Sep 2016)
"My parents Hotpoint tumble dryer (an affected model) caught fire two weeks ago, even thought it had been reported. My parents were in and it is only through the quick thinking of my father that the whole house didn't burn down. This really worried me as my mother is blind - I really dread to think what would have happened if my father hadn't been there! My father reported this to Hotpoint via the phone, he was cut off serveral times and when he finally spoke to someone they were incerdibly rude. Eventually he couldn't cope with the stress and decided to give up on Hotpoint and got a local engineer to replace the tumble dryer with a differnet manufacturer - all at his own expense. Not to mention the damage from the fire. So I checked my Hotpoint tumble dryer and 'lo and behold' it is an affected model. I've had an email today stating that the estimated repair time is March 2017!!! Or i could put my hand in my pocket and get a lesser model than the one i have. I could even save money and man handle the potnetial death trap of a tumble dryer back to Currys and collect the lesser model. This is just UNACCEPTABLE, Hotpoint how are you going to sort this out?!? Despite the Hotpoint products i have owned previosuly being quite good, i just can't trust you any more - it is very disappointing!"
Janee666 (03 Sep 2016)
saxon-999 (01 Sep 2016)
"Hotpoint have sold tumble dryers that catch fire. They have told people not to use them unless they are in and not at night. I got my letter November 2015 and a email in January saying they would come to look at the machine SEPTEMBER 2016. So my machine has not been used. I was told they would come and deal with this machine on Friday 2nd September so I booked day off work. Wednesday morning they phoned my husband they would come in afternoon. They did not turn up, swore blind they did, although we told them we had checked out CCTV and no he was not with us, they then put phone down. In the end we got them on line and they said they now would not be coming on the Friday we had missed that date. So I have now taken one and a half days off work and still cannot use my dryer. DON'T BUY HOTPOINT. You have been warned."
Wee (31 Aug 2016)
"This is the most appalling customer service ever. Whenever you call someone else tells you something different, l think they make it up to get you off the phone. I haven't time to keep ringing every week all it does is cause stress. I honestly think they hope we will all forget it. Tell that to tje people who have lost their houses hotpoint/indesit. l will NEVER buy another product from them."
Ab-wARREN (31 Aug 2016)
"Will never buy hot point or indesit again. Waiting a year to modify my 84 year old grandmothers NEW tumble dryer to prevent it catching fire. Told she will have to wait until MAY 2017!! Or she can just buy a new machine!! Hers was only a few months old! She does not have money to buy a new machine. Asked to speak to legal team and told you don't have one! Disgusting customer service!!' We also asked for a new machine as hers was still within warranty. This was refused. We asked for a refund. This was also refused. She was told she can still use it if she stands and watches it whilst it's on.!!! Seriously she's 84!! As you can tell I am very frustrated by the lack of customer care!"
Ian-Allen (30 Aug 2016)
"6 months waiting for engineer because he could not find a parking space he would not complete job, so many emails sent, stuck with tumble dryer that is unsafe, still in manufacturing guarantee!!!! "
DJG (30 Aug 2016)
"I paid £2000 for 2 Hotpoint fridge freezers and 2 Hotpoint cookers (my son was getting his own house at the same time as us getting a new home) in May of 2014. By October of 2015 our fridge freezer needed to be replaced because of a loud cracking noise and food defrosting. Just a few weeks later my sons fridge freezer started doing the same thing. An engineer came out from Hotpoint and said it wasn't repairable and he got called out to this problem frequently. It's ice in the freezer blocking the fan but Hotpoints excuse is that their FF's are 'frost free' not 'ice free'!! They eventually agreed to a reduced price fridge freezer but after only 20 months I had to pay another £120 for my sons second fridge freezer. Now in July of this year our cooker has 'popped' an element on the grill. 4 products bought just over 2 years ago and 2 have been replaced and another is faulty. Their workmanship is disgraceful. "
Rachey- (30 Aug 2016)
"Registered my Hotpoint Tumble dryer for modification in Feb 2015, now being told that will happen in Feb 2017! However, last week started squeeking loudly. Kicked off to John Lewis, retailer, (luckily purchased extended warranty at time of purchase). I said I wanted the mod done at the same time.They organized a Hotpoint engineer's visit. Came last Friday. I require a whole new drum and bearing assembly. Now waiting for parts (not holding my breath!) I have been offered a replacement for £99, but, reading other peoples' stories, am happy to wait for the moment. Also recently had to call out Samsung engineer for my washing machine. They subbed it out to a small company (ok, can deal with that) but when I asked him about Hotpoint he said his company started doing the mods for Hotpoint, but got fed up with dealing with them and dropped it like a hot potato. I will certainly NEVER Buy anything Hotpoint again!!!!"
Susiewoosie (30 Aug 2016)
"Had a phone call last year from Hotpiont concerning their faulty tumble dryers and was told they would replace my dryer and I would hear from them soonNot heard a thing since,this really is unacceptable practice from them."
neayres (28 Aug 2016)
"Took nearly a year to get repaired and then the engineer left mud all over my cream carpets!I sent Hotpoint a complaint via their website and facebook including a photo and heard nothing! Not happy."
Talulu (27 Aug 2016)
"Extremely poor customer service, they tried to lie about the age of my dryer, despite me having receipts. Everyone is being treated differently with some people receiving refunds or foc dryers regardless of the age of their dryer (some at least 12 years old). There needs to be a consistency with customer service and the dryers should be completely recalled with full refunds or foc replacements offered. Why should we have to pay for a replacement when the fault is theirs and not ours. Our dryers would not need replacing if it wasn't for this. There is also no consideration to the fact that not everyone can just put their hands in their pockets and say "yes, here is £99 send a replacement". Hotpoint, Indesit and Whirlpool are an absolute joke. "
Jiggerypop (26 Aug 2016)
"Terrible customer service only book a engineer online after they cancelled the one I had booked!!"
Leah-Edwards (26 Aug 2016)
"For the second time I have a faulty appliance from HOTPOINT. The first was a fridge freezer which gave my husbands huge electric shock. It was to do with the manufacturer with live electric cables becoming exposed in the fridge door. HOTPOINT did rectify this within a fairly reasonable timescale. However I am now victim to a HOTPOINT tumble dryer which is in need of a modification. I have been waiting for months for this and whilst initially the tumble dryer was able to be used it has since blown all electrics in my house for which cost us hundreds of pounds for an electrician to rectify. I have called HOTPOINT I don't know how many times, no one person can transfer your call and different people give you different numbers to call and differing advice. They say they do not keep records of calls and so when you speak to someone new and you tell them what another person has told you they say it is wrong!!! I am now in a position whereby appointments are being made for the engineer to call for the modification and on the two occasions no engineer has arrived. On top of this they then make out that the engineer did call and take no responsibility. It has and continues to cause me severe distress. I am in a financial position to buy a new tumble dryer but why should I have to!! Especially when the dryer was less than a year old when the modification issue arose and is still now less than two years old. They need to be held accountable and should not be allowed to treat consumers in this manner."
Neil (26 Aug 2016)
"Hotpoint are rubbish, if it was me putting the appliance in I'd choose Miele, sadly it's my landlord, so I'm stuck with this shit."
David (25 Aug 2016)
"Absolutely disgraceful company who couldn't care less about their customers. Would never buy one of their brands again "
Squeak (25 Aug 2016)
Kirstyrayner (25 Aug 2016)
Donna-shield (24 Aug 2016)
"Reported out dryer at xmas, was supposed to be repaired by engineer by July, then as we were overlooked we were offered a replacement if we were willing to pay, within two days of the offer our tumble dryer then broke, smelt of burning rubber, therefor they won't replace it as needs an engineer to look at it, leaving a family of 4 without a tumble dryer, the engineer will take a week, then it will need to be assessed. We have been spoken over by staff, we have been lied to as they claimed they were speaking to management and placed us on hold, and promised call backs, to be told the staff lied and spoke to no one as their manager is on holiday, told our problem was escalated but it wasn't, we have been unvalued and appalled by the customer service we have received, as a large company you have not looked after the people who buy the product, full of promises but no delivery, this will probably be removed soon but hot point hang your head in shame, ps I have still been lied to and have a worthless appliance."
Msaddigh (24 Aug 2016)
ThePinkLotus (23 Aug 2016)
"As a Holistic Therapist, I rely on my Tumble Dryer to dry my towels for a quick turn around and I use it daily......upon hearing ours was listed as needing modified, we requested for modification rather than new. A third party engineer supplied by Hotpoint came on the 8th August to modify our tumble, so far so good! New panel replaced the old 'faulty' one, but when the engineer switched machine on the most horrendous screeching came from the machine!! He said did it do that before? Eh, no? So off he went to try phone someone at hotpoint! You'll be surprised to hear he couldn't get through to anyone? So came back and said I'll fiddle around with the panel and see if I can sort out the noise.....have to say by this point I wasn't bejng instilled with confidence that I was going to get my machine back in working order and as it turns out I didn't, because he couldn't sort the noise issue out? By this point it was 5.30pm and he was stumped! To cut a long story short, I was left with a faulty tumble having had a perfectly fine one a few hours earlier and it was left to me to sort it out? We are now on the 23rd August and only because I have KnowHow insurance have we been able to get an engineer 2 weeks after another broke it! (He's due to arrive tomorrow Due to numerous tweets and fb messages!) Just been a shambles from start to finish, lack of concern, lack of response, automated replies to messages (when they do respond!) and reading what other people are experiencing makes you realise they treat everyone the same? You would think for such a well known company they would have a proper system in place but seems they have so many complaints and issues to deal with that they can't cope with the volume of errors! Who suffers? Hotpoint Customers, and through no fault of their own. "
Richard-Keogh (22 Aug 2016)
"Hot points customer service is atrocious! We purchased a replacement dryer as we didn't want to risk using the old one with the design fault and Hotpoint could not provide a date for modification. They are refusing to pay any compensation because "we changed the machine of our own volition "."
Hayley1209 (21 Aug 2016)
"On 5th August I woke up to find that the 2 exterior panes of glass on the oven had smashed during the night. No idea how. I had not used the cooker in 2 days due to a meal out and going to the gym. I rang AO.com where I ordered it from and the guy was very helpful. Told me it was a manufacturer problem and he would ring them and report it. Which he did. It was arranged for an Engineer from HOTPOINT to come out on Tuesday 9th to fix the door. My partner took the day off work to cover the timeslot they were supposed to be coming. The Engineer arrived, stayed a total of 8 mins, told Dan he didn't have the door or glass to fix it, so would order the part and arrange another visit. 11th August my friend kindly stayed at mine throughout the morning to wait in for the Engineer to arrive. Due to job interviews, she had to leave as the guy was late. Out of the timeslot allocated he rang to say noone was in. I told him that was correct as he was late and my friend had to leave. Which I was met with "well you'll just have to rearrange it then". I got straight onto Hotpoints Live Chat where I re-arranged it for Monday 15th. I requested afternoon only and was told that wasn't a problem, it would be afternoon. At 21:02 on Sunday 14th, I receieved a text telling me my timeslot was 8:37-11:37am! Unable to contact Hotpoint due to the time, I had to arrange for my mum to come over Monday morning. Which she did after having to cancel a personal appointment. Monday 15th - the Engineer turned up, told my mum he had the wrong part (a bracket not a door or glass), was very rude to her and rearranged it for today 18th. Thursday 18th I had taken the day off work to wait in for the Engineer. The night before at 20:42 I got a message with my timescale of 7:38am-10:38am. I waited until 11:45am to contact Hotpoint again as the Engineer hadn't turned up. Only to be told that some guy had cancelled it and sent me an email re: uplifting the cooker. I was not told his would be cancelled, nor did I ask it to be. So I have wasted a holiday for nothing. The guy emailed me at 11:10 (AFTER the alloted time!). I was told on Livechat they couldn't send an Engineer as it had been cancelled and I had to contact AO to arrange this. AO were great (even let me off with a price difference as an apology despite it not being their fault) and I've ordered a cooker from a completely different Manufacturer but unfortunately it can't be delivered until 29th. 4 people have taken time out of their days to wait in to be met with late/rude Engineers. As a result of Hotpoint and their abysmal service, I will have gone just short of a month with no oven. That has meant I have struggled to make decent meals for us as a family (which is difficult for anyone but I have a picky 3 year old daughter!), I have spent more money that I sinply CANNOT afford on accomodating the fact I don't have an oven and Hotpoint do not care. In fact they have told me that they are not liable for any losses I have incured. How is that?! They have caused this. This company has had me in absolute tears. How they are getting away with this I will never know!"
Kirdy (20 Aug 2016)
"I had my dryed modified in February 2016.The engineer scratched my floor & when he left my previously working machine was making a noise.This has been getting steadily worse.I spoke to their existing repair team who were very rude & told me the modification was only guaranteed for 90 days!...i was never told this.It isn't in any of the paperwork or media campaigns.I was not offered a relpacement at any time...i have lost faith in the mofufication & offered to pay towards a new one but have been refused as it has been mofified.....I asked to speak to a manager & was effectively cut off as i was put through to home deliveries!!!!completely wrong department.I have emailed customer care & the CEO of Hotpoint but received no reply to date ...so i took to Facebook....i have been offered a repair but am concerned as i will be back to square one with a moduficatiin only guaranteed for 90 days....how can this be legal!!.....I am also concerned that my home insurance may be void........absolutely disgusting way to treat customers."
CarlyAnne (19 Aug 2016)
"2 missed appointments for the modification. Loss of earning suffered due to this. No concern from any customer services just oh well not our problem. Offered another appointment (more unpaid time off) or paying to get another machine. Why should we pay when it's not our fault. Awful customer service. Emails sent to CEO still no replies. "
Alex (19 Aug 2016)
"Customer care is a total sham, no respect or understanding of the stress they put customers through. I back the campaign."
Wishforall (19 Aug 2016)
"In June last year just I found out that the tumble dryer I bought a few weeks earlier had a fault that it might set on fire while it is in use. I filled out a form online about my tumble dryer and after about three months I got an e-mail saying that in a few months I will find out my possible month my dryer will get fixed three months came and I got promised July. 2 weeks ago I finally got a phone call saying on the 18th of august 2016 an engineer will come and do my dryer modification. I asked the lady very nicely on the phone I need to have the engineer come out first thing in the morning between 7:30am and 8:30am (This can be on any day Monday to Friday) or anytime Saturday or Sunday. She said that is not possible you will receive a text message the night before of a three hour time slot the engineer will arrive. After some arguing with her about this is no good I paid £200 for a faulty tumble dryer and you won't come out and fix it, I finally managed to speak to a manager. The manager understood and asked if she could put me on hold. After a few minutes she came back and said 'I have spoken to the engineer booking team and they will send an engineer to you 7:30am and 8:30am on the 18th. At 19:40 on the 17th of August I received a text message saying that my three hour time slot is between 9:14am and 12:14pm.... So I just went to work this morning at my normal time of 7:30. When I had a minute I went on the online chat and spoke to a very rude individual who was no help what so ever then ended the chat. I always started a new chat and they always just ended the chat after a few messages. When I asked them to get someone in charge to ring me ASAP as they just ended the chat Hotpoint.. You are a disappointment of a company and obviously do not care in the slightest for the health and safety of your customers. With a fault this dangerous you should of had every dryer fixed within 6 months of finding out a product was faulty. "
Kate-McIver (19 Aug 2016)
"I chose to wait for the dryer modification as my appliances are black so I did not want a white one. After months and months I finally had a visit from a contracted engineer who told me my dryer could not be fixed and under no circumstances should I even use it. I was told a black dryer was now available so agreed I would pay £19 to collect a new one. As the engineer informed me my dryer should not be used at all he did not replace all parts and just screwed the back back on. Upon calling to arrange to get a new dryer I was told I would have I pay £59 to have it delivered as only the white ones could be collected. I complained to the live feed chat for hot point as don't see why I should have to pay more. After several ignored chats and much hassle or having to explain myself I was told they would send a hot point engineer back out. I waited over 3 weeks all this time with no dryer due to the previous engineer not replacing its parts to have another contracted engineer turn up who was unable to even look at my dryer. Yet again I had to contact them on line via the live chat and explain everything again to get no where. I eventually posted on their face book page to have one response then further comments ignored. Fix my current black dryer ir supply me with one for the same price as a white!!"
HelenWootton (19 Aug 2016)
"To be told that I have to wait until March 2017 for an engineer to complete the fault work on my dryer is just outrageous!"
Victoria (18 Aug 2016)
"I own an offending tumble dryer which has been seen by 2 engineers and gone from working to not, no replacement offered unless I pay £99 for it. Customer services phone teams are appalling with long periods left on hold, unhelpful staff and no one prepared to take responsibility and help. "
mimicat (17 Aug 2016)
"I had one of the offending tumblers. I was eventually offered a discounted replacement from a choice of two. I took one it went wrong very quickly I got the other one within three months' the fluff gauge was in ribbons. I asked for a new guard. I am being studiously ignored. As fluff i.e us not cleaning out the fluff gauge was said to be the reason/excuse that some of their appliances caught fire in the first place, you would assume that a) their gauges would be better and sturdier as a result and b) that when advised that the gauge is in ribbons after three months' a replacement would be quickly sent and the old one taken for analysis and a solution found. Apparently not, silly me. "
Aimee (16 Aug 2016)
"My tumble dryer was plugged in but had finished its drying cycle. While my baby and three year old were in the next room the smoke alarm went off and a plume of black smoke was coming from the room my dryer is in. I pulled the plug and thankfully the smoking stopped but I feel extremely lucky that I was right beside the room and that my smoke alarm did its job. Hotpoint have offered me an engineer visit to make a modification to the machine!? It's already been smoking and god knows what's melted inside it but they think that doing a modification is appropriate,that machine is not staying in my house!"
Caz (16 Aug 2016)
"my washing machine glass exploded in the middle of a cycle, Hotpoint doesnt seem to care that i was injured because of a faulty appliance, refusing to replace it and ripped laundry to shreds, they spoke to me like dirt on the phone when i contacted them about my injuries and damage to my property, everytime i contact them about this they tell me blunty to wait for their claims team to contact me, im STILL waiting for that call, APPALLING customer service!!!"
Emmab1988 (16 Aug 2016)
"Shocking customer service, I have had to call out a domestic engineer as I have been waiting 2 weeks for someone to get back to me, despite me paying for the extended warranty, I have spent £40 plus on laundrette costs.... Appalling. "
Tracy-ogden (14 Aug 2016)
"I have waited months for a repair on my fire hazard tumble dryer. I had an engineer booked for 1/8/16 & should have had a text the night before with a 3hr ETA. Did not get this and waited in all day to find a card saying the engineer had called & i was not in! No attempt to contact me via phone or email either. I have now been offered another appointment & a free care pack for another appliance. Maybe they should have offered a fire extinguisher in the mean time!"
Smithe (12 Aug 2016)
"We had an at risk dryer, so we opted to buy the reduced condenser dryer at £99. It arrived and Hotpoint took our old machine away. Very quickly we noticed the smell of burning when I'm use. The engineer came out and established that there was 'burnt fluff in the heater' - he disconnected it from the power and instructed us not to use it. We reported back to Hotpoint and wanted a better machine as replacement, which they refused. So we ended up with a like for like replacement. Literally one day in, we could smel the same burning as the last one. They are a joke of a company, and I don't think we will ever buy one of their appliances again"
Lala (11 Aug 2016)
"Disgrace , still without a functioning washing machine since last week of June , engineer is sick is all we have been hearing , r u telling us u have just one engineer ?? Bad customer service and rude staffs over the phone, "
Natsam (11 Aug 2016)
"I had my dryer just over a year when they told me it was a risk. With a new born baby I was incredibly panicked by this. I sent hotpoint numerous emails which were ignored. In the end I've paid out £99 for a new dryer for peace of mind my little girl is safe in her home. £99 I don't have whilst on maternity leave but they left me with no other option. Terrible circumstances and their response has been disgraceful. "
ElsRadders (10 Aug 2016)
"Dishwasher broke in early Jan (7 months old). Took over 6 weeks to fix, constantly messed about with engineer visits not turning up or not having parts. Finally fixed and given 1 more year warranty. Just as well. Dishwasher broke again in July (7 months since fix, same fault as before). Engineer came and diagnosed issue. Second visit booked but as a new call so engineer didn't have parts. Revisit booked and time confirmed 5pm. Engineer turned up at 9am. Next earliest appointment 8 days after. Machine still not fixed and now 26 days after reporting issue. Hotpoint refuse to offer more do anything other than provide £20 Sainsbury's voucher! Aaarrrrgggghhh!"
Kay-Smith (10 Aug 2016)
"Hotpoint should have their safety certificates removed. Not fit for purpose and appalling customer care!"
Kay-young (09 Aug 2016)
RachP (09 Aug 2016)
"It's at times such as a safety recall that you get the true measure of a company. Hotpoint have fallen far short of any reasonable consumer's expectations. I would not buy from this brand again as the trust is gone. Hotpoint's handling of this matter has destroyed its reputation."
Kali (09 Aug 2016)
"£90 for a replacement oven door handle, daylight robbery "
jb (09 Aug 2016)
"after waiting sine Jan 16 for a resolve . several emails and failed appointments for a dryer that is not fit for purpose and staff that clearly have no clue what to say or do its a whitewash, this company should be ashamed and why are they still trading after this is a joke.I am disabled and I do not need the added pressure of a machine that I have to baby sit due the the after sales stipulations that they have imposed, its ridiculous that they treat customers this way and fails under the consumer sales act and there should be redress in the actions this company is clearly doing. "
MTindall (08 Aug 2016)
David-Kitchenham (08 Aug 2016)
"Registered faulty tumble dryer in Jan 16. I have been patient and waited, following their advice on usage and ignored the emails to replace with an inferior model. It's only two years old and is clearly not fit for purpose. Certainly not worth the money I paid for it in 2014. Hotpoint set a deadline for the repair and when I checked the link from their email to see how they are doing, there was a whimsical apology about how they have failed to keep up with their schedule. Enough is enough. I have read reports of modifications leading to fires, replacement dryers failing and feel frustrated about the fact high ranking Firemen stated that we should avoid using the tumble dryers until the modification is in place. Which contradicts the advice issued by Hotpoint. The truth is if you trust your instinct, one would be disconnecting the dryer and throwing it out. But Hotpoint have had my money and provided a product which falls far short of quality, minimum expectation and puts my family at risk. On Saturday the 6th of August I openly tweeted Hotpoint and the support operator messaged me asking for my details so they could ratify my support problem. I then stated I want a like for like non refurbished replacement. Stating the issues people have had with both repair and the refurbished products. "Ryan" explained that it is not policy to do so and that the option is a replacement at a third of the price or a modification and that was the final stance on the matter. So I took to tweeting articles about how repairs failed, retweeted some tweets about fires caused by faulty replacement Hotpoint dryers and how Hotpoint had failed to meet its own recall deadline. I then received a message from Syed stating they have a modification date for me for the 22/08/16. I then asked Syed to confirm that the modification will have a warranty for 3 months, which he stated it would. Hotpoint will read these comments, so it is a great place to say how terrible they have acted and it is clear that their products have issues. The current board of directors have a product problem, which if not addressed will mean the eventual end of their company. I know because I currently have three Hotpoint products (I know you'd think I would learn) and two have really bad quality issues. Which are not apparent when you see them in a showroom, but as time moves on...we can all cope with a product that fails after a significant timescale but if you appear to be engineering your mean time failure to prop up sales, keeping your industry alive then you'll become a victim of your own ways. Quality protects every time Hotpoint, Indesit and Whirlpool. I'd pay double for a dryer which I know would last me 15 years, but we all know the economies of scale and low cost manufacturing methodologies forbids you from including components in your products which can last that long. So you create a mean time to failure to encourage more sales but you also add to a mountain of scrap white goods, which ecologically is a misnomer and you have the kind of operation that your Directors and shareholders should be ashamed of. Boycott these brands because that is all they are. Regardless of the Brand, they manufacture using the same parts bin, with low quality components that all fail at similar times so you keep having to service your machine and or buy a replacement. They are not geared up for support because that is not the game they are in. They manufacture low quality, high volume products which they have no interest in supporting. Despite carrying their brand, which they spend millions on getting be us to know, like and trust, they have no interest beyond their minimal warranty period. So when issues arise such as this recall and the modification, they have not got the capacity or the corporate competance to cope with a change in direction. Even thought they created this by procuring syndicated parts and designing products incorrectly. "
CPerrott (07 Aug 2016)
"Registered my faulty machine in Feb16 and have had numerous conversations with the "Customer Care" team who quite clearly 'don't care'. The 2 Hotpoint options are too big for the space so have requested the Indesit option however this one is never in stock. I have written 2 emails complaining about this fiasco to the Hotpoint CEO. The 2nd email prompted a response from the complaints team but it's clear they really aren't bothered about these potential fire hazards in their customers houses. I have asked for an alternative option but they're not offering any other options so I have too continue to check the website to see when the Indesit option is in stock. I now want to replace all my Hotpoint goods as their service and care is atrocious. "
Garrence2000 (07 Aug 2016)
"@hotpointuk So, hotpoint! I had one of your faulty tumble dryers, waiting for an engineer for over 6 months, and finally gave in and paid a replacement. It was delivered last Thursday. Model number: FTCF87BGG serial number: 607216664. It's registered so you should be able to access my details. I've used it 3 times and it's broken. It clearly has a design fault, a button got caught in the lint filter, ripped the filter out of the holder and ripped the button off some shorts... This has damaged the machine, I expect the drive belt has been broken or pulled off its track. I phoned customer services and described the problem. Rather than offer a solution, the assistant took the issue as an opportunity to sell me extended warranty on a week old machine that is broken. I declined. She said I may have to pay a £55 call out fee if I didn't take the extended warranty. I declined. I explained I want a different model to replace this one since this has a design flaw that has damaged my clothes, and do not wish to damage more clothes. She said an engineer would have to write a report to determine whether I would be entitled to a replacement. I asked what would be done about my damaged clothes. She said until the engineer had written the report, nothing can be done. She offered me an appointment between 7:15am and 8pm on August 15th. I have to be available for over 12 hours?! Am I expected to take a day off work to allow an engineer access? And then again to take delivery of a replacement, because I don't want a machine with a design flaw repaired, and I want a different model?! And in the meantime I have to go to a laundrette to dry my clothes over the next 10 days? She put me on a cancellation list to try to speed it up. To add insult to injury, she tells me that according to my postcode I live in a hard water area... wrong! She is giving out inaccurate information to try and convince people to fork out more money. Apparently I should use an innovative product from hotpoint and do a service wash once a month to prevent my dishwasher and washing machine from limescale damage... Would I like to buy a two year supply?!! Hotpoint's customer service policy is focused on selling me things I don't want, rather than offering good customer service to replace a tumble dryer that is not fit for purpose.... I am disgusted!! I want a replacement machine, and compensation to cover the cost of the damaged clothing. The quality of this machine I have paid for to replace the dangerous model that was a fire hazard is far, far inferior. I want a model that is of equal quality to the one I bought originally or a refund on the original price I paid for that machine!"
rickypot (07 Aug 2016)
"Bought a washing machine about a year ago with he offer of a free iron. Still awaiting the iron despite several emails. Had one saying it was on its way. Then one saying it wasn't valid despite me doing all they asked. Now no responses from hot point which is back to the form I experienced for about 6 months. Happy to tell anybody not to buy from this company as their apparent lies will only leave you unsatisfied. "
nicdoye (07 Aug 2016)
"4 months late with the repair and cancelled 2 days beforehand. Dangerous product - zero service."
Russ2204 (06 Aug 2016)
"Horrible service. Promises not kept. Communication terrible. Unhelpful. Unresolved issues being ignored. "
MelF (05 Aug 2016)
"I had a faulty dryer, paid £99 for a new one, it came with no feet or stabilisers, Hotpoint told me not to use it unless I put wood under it, am appalled by their lack of customer service. "
Zoe (05 Aug 2016)
"I have the faulty tumble dryer and have only received 1 letter no checks at all about this machine "
Emma-lou (04 Aug 2016)
"I had my new dryer for 2 weeks and then was advised my the fire service not to use. I live in a listed building and my home insurance is invalid with this in the property. They are coming out in 2 weeks to fix it. I did ask for a refund originally as I have a disabled child and need the dryer all the time. Company is a complete joke. They told me to go to the laundrette while I waited for it to be fixed. Easier said then done with a child in bed all the time "
FB-user-36091 (04 Aug 2016)
"My hotpoint tumble dryer is one of the affected ones that catch fire so as I have a young child I decided to buy one from them at a reduced price rather than wait for it to be fixed. It was supposed to be delivered on tue 26 th July but when I rang on tue afternoon I was told there was some mix up with the delivery company. Rang hotpoint to give off and was due to have it delivered on Saturday 30th I requested a morning delivery as I was going away for the weekend but was told they could not guarantee this. On Friday night the delivery company txt to confirm the delivery and gave me a time slot between 11-3 do I had to delay goin away until much later I waited I'm until 3.20 and still nobody so I decided to go on. The delivery company txt me the next day to rate the service and I told them I couldn't as I didn't receive the delivery they apologised they could not fulfill my delivery. I rang hotpoint on Monday afternoon to arrange a new delivery date and asked the guy to get a manager to rimg me as I was unhappy with the service, a manager rang me on tue morning to apologise and get some details he said he would contact the delivery service and get back to me that evening with some sort of compensation for my trouble this is now Thursday evening and I still haven't heard from the manager to say I'm cross is an understatement I am disgusted with the service I have received "
Sophie-Alice (04 Aug 2016)
"Moved into a property with a faulty dishwasher. Phoned Indesit - they were great initially. As soon as I became a customer and got tied into a contract they've been the complete opposite. Totally unhelpful and uncooperative. Arranged for a repair 6 times!! The first 4 were rescheduled as the time they initially allocated me was not what they proposed in the alert text that was sent out late the night before the day of the repair. Who can arrange for something at that short notice?! Complained over email and had nothing helpful back. Their response was 'hopefully it'll get resolved next time'. Next appointment was cancelled by them (conveniently after I made a formal complaint) and after I had arranged for someone to be at the house all day who had driven 15 miles to be there. Complained on Twitter. Nothing helpful again. The next arranged appointment went ahead - luckily someone was at the property as they showed up over an hour early. A part was ordered and a new time was booked in to fit it. They failed to show up and my partner had booked a day off work to wait in!! Now we are waiting to see if they show up next week and I'm also waiting for a manager to call back so I can continue with this complaint. I've had such a bad customer experience."
Judy-Vickers (04 Aug 2016)
"My parent who are in their late 70s have been waiting months to have their drier fixed for the fire risk fault. I am so furious that the company would leave people their age with such a risk in their home for so long. They were told in February that an engineer would be in touch to make an appointment for August - August is here and they have heard nothing. My mother was so worried about going on holiday this summer she almost cancelled because of the tumble drier - so pleased they did eventually go. But now she's so worried about it that she's talking about just going to get another one anyway, different brand, because she's lost all faith in this company because she's been made to wait so long. I've emailed the company on their behalf to ask for a refund - I think they have been very patient and the company hasn't delivered so they are more than entitled to one. The company hasn't bothered replying except with an auto email to say they got my message. I've also posted on their FB page - again no response so far. They are just not interested and don't care and I find it truly shocking they can be allowed to get away with this."
Rachel-Mac (04 Aug 2016)
"Bought a tumble dryer and 7 months in the pump went. They insisted on repairing - 5 months later the same part went and it needed a modification. I asked for a refund but was told categorically the only thing they would do would be modify and repair the machine. Forward on 6 months and the same part went again - it took hours on the phone passed from person to person to get anyone to acknowledge the issue and they still wouldn't accept that there is a fault with the machine. They simply replaced the same part again."
malcb (04 Aug 2016)
"Registered the dryer for repair dec 2015, promised fix in JUNE, still not done."
Lisaskipp (04 Aug 2016)
"I've been waiting 6 months now. Just don't see why I should pay £99 for new machine."
Flic (04 Aug 2016)
"I have a Zanussi dryer bought in August 2014. It was just over a year old when they started to notify people of the problem with them. I repeatedly contacted Zanussi by phone and Facebook and have continually been fobbed off with the "fix" which I do not want. I've seen way too many failed fixes and want my money back and the product removed. The customer service response has been disgusting to say the very least, trotting out the same response every time. They are a disgrace. "
ClareL (03 Aug 2016)
Emma Smith (03 Aug 2016)
"I've recently lost my job and can't afford the £100 they want for a new drier and don't want my faulty one modified as I still won't trust it. Why should I pay £99 I don't currently have to buy a drier I don't want. Can't believe that hotpoint are being allowed to get away with this"
Nicola Griffiths (03 Aug 2016)
"I have been a loyal customer of Hotpoint for years. Since finding out that my tumble dryer is one affected, I have been treated appallingly! Their customer service is terrible. A modification was due in June 2016 and they have still not contacted me. I have chased and chased and apparently they can't book me in as the system is down. How ridiculous! I want a refund to ensure I can purchase another branded dryer. Considering my dryer was only 13 months old when the problem was raised this is reasonable. Another disgusted customer!! "
Wendy Addison (03 Aug 2016)
"I've had several conversations with HP but haven't heard anything for about 2or 3 months I told them I don't want modification and they get quite defensive "
Angie Lawrence (03 Aug 2016)
"I think it's awful the way we have all been treated Hotpoint, Indesit and Creda should have just given everyone a refund and let us make a choice of which tumbler dryer we wanted to purchase instead of having another one of their models at a cost to us or a modification which no one knows if this fixes the issue. At the end of the day it's people's SAFETY!!"
Carrin Davies (02 Aug 2016)
"Hotpoint have failed to fix my faulty machine, have missed the date provided for an engineer and have failed to respond to my complaint. I'm disgusted by their customer service."
Gary Benjamin (02 Aug 2016)
Tania Jones (02 Aug 2016)
"Notified Indesit with details after being contacted by them about the faulty drier back back in NOV 2015! They sent me an email saying they would be in contact, in the meantime look at the 'safety' instructions on how to avoid the dryer blowing up. I've contacted them twice since then with NO response, no updates either! I'm a carer and I am petrified that the dryer will blow up while I'm busy elsewhere looking after someone! ABSOLUTELY disgusted! Think Indesit is waiting for the warranty to run out in 3 months so I have to foot the bill to sort it out! Wish they had just said 'take it back for a full refund or swap it for a different model'! "
Katie Tanner (02 Aug 2016)
"The company don't listen and clearly don't care especially about people's safety "
vauxhall-zafira-car-fires (02 Aug 2016)
Danielle (02 Aug 2016)
"Thanks"
Sara Carlile (02 Aug 2016)
"I've been told of indesit that I can have a new one 3rd of price it's a joke it's there fault "
Ksimp (02 Aug 2016)
Shirley Saunders (02 Aug 2016)
"Total agree with what has been said tried yesterday to order replacement cost £49 if you take old machine to currys and pick up new one but only give one date which I couldn't get anyone to do on that day asked for alternative date told to ring back next week to have delivered another £50 as a oap this is a cost I can't afford why should I pay"
Sheila Angharad Jones (02 Aug 2016)
"Reported my dryer back in November and still not sorted!!!"
Charmaine Willis (01 Aug 2016)
"Found out about the fault by watching This morning at the beginning of the year so I then went online to see if mine was a faulty one, which it is. I am stilling waiting for them to come and repair my tumble dryer. But I've been told that they are still catching fire after the repair. Why should we have to pay more for a replacement and it's not even the same colour as the one I've got "
Kirstie (01 Aug 2016)
"Wasn't contacted by anyone had to research my self to find the dryer was affected I'm also paying monthly for extended guarantee and had work done since the recall but told I have to wait till December for the modification, a year after I made them aware mine was affected. Was offered to buy a lower model in wrong colour if replacing should be a like for like, never leave my dryer on unattended now as have 4 young children the results could be fatal!"
Michelle Pattison (01 Aug 2016)
Lynne Field (01 Aug 2016)
Judi Mason (01 Aug 2016)
"We had out drier for about a year. It will be over 2 years old by the time it gets modified. I am not prepared to pay even more for a replacement that is actually an inferior model to mine. I am disgusted by the way Hotpoint are dealing with this and their loyal customers. "
Jannine Williams (01 Aug 2016)
"Absolute shambles.. Paying them every month for cover on my fridge freezer and the advisor huffed and puffed throughout the call resulting in her calling me a bitch and to shut up.. Absolutely appalling customer service !! 48 hours have passed and I'm still waiting for a call back from a manager !!"
J Davies (01 Aug 2016)
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