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Melissa's complaint against Hotpoint

Melissa Goodwin


[RESOLVED] - Tumble dryer broken down 3 times in 3 months!

Complaint against Hotpoint

Having owned the above tumble dryer model since 28 March 2015 we have unfortunately experienced two repairs, a modification and now a third breakdown; the same issue each time - the machine is not heating up and therefore not drying. Called to report the third breakdown and was passed from the initial customer service advisor to the modification department who could not deal with my enquiry or put me through to anyone who could - apparently their phone systems do not allow them to forward calls which I find ridiculous considering every time I call Hotpoint I am passed pillar to post! I was told by the supervisor that I would have to call the main number again. This I tried but gave up after waiting 15 mins to have my call answered. I have tried to call again and after going through all the menus was cut off. I appreciate that they are experiencing 'higher than average' call volumes however Hotpoint have had the current modification issue for some months so I would have thought that employing a strategy to cope with the call volume would have been implemented by now. When my second repair was booked the service operator (who was actually the only operator I have dealt with that knew what they were doing. I had waited 45 mins and been transferred 5 times it was a relief to eventually get someone with common sense) she promised that if the appliance broke down again then we would automatically qualify for a replacement model - even though the 12 month warranty was likely to have expired. Whilst I am less than happy to have another Hotpoint machine this is the only option that would be acceptable - other than a full refund so we can purchase a more reliable make! After having no joy calling I emailed a formal complaint to the company - this was 36 hours ago and still no response. All in all my experience with Hotpoint has been beyond tragic; considering they have 7 days a week UK based call centre I find it appalling to be treated how I have. I warned Hotpoint in my complaint that if I had no response in 24 hours I would be making my complaint public.

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Melissa Goodwin | | VERIFIED

Hotpoint eventually gave full refund- only down to one particular customer service agent who was excellent!
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