Hotpoint customer service absolutely abysmal

Inevitably

I bought a Hotpoint washing machine and have had to get a replacement, which I don't mind in itself as this can happen, thats fine. Now I need a service as there is something stuck in the drum which sounds like holocaust when its spinning. Its just the customer service people are so so so so rude and unhelpful - they have been obnoxious on each occasion I have had to call them. I really would never buy or tell anyone else to buy a Hotpoint product simply for this reason. :mad::mad:

axer

Inevitably wrote: »

Its just the customer service people are so so so so rude and unhelpful - they have been obnoxious on each occasion I have had to call them. I really would never buy or tell anyone else to buy a Hotpoint product simply for this reason. :mad::mad:

What happened or what was said?

Inevitably

What was said varied obviously from call to call, its the general rudeness and unhelpfulness I was commenting on. It seems no matter how big or small the issue, they will make it as difficult as possible for one to resolve it, while speaking in a tone, from the offset, you would only to use when arguing with someone

chocciebutton

Hi
Ref your experience with Hotpoint I believe there are 2 offices, 1 is in the UK and you get through, when you ring the same number, and the other 1 is in Dublin. I have never had a bad experience with them, and have always found them to be very helpful, and pleasant.

Inevitably

chocciebutton wrote: »

Hi
Ref your experience with Hotpoint I believe there are 2 offices, 1 is in the UK and you get through, when you ring the same number, and the other 1 is in Dublin. I have never had a bad experience with them, and have always found them to be very helpful, and pleasant.

Which office have you never had a problem with? neither?

The fact remains that I have had nothing but problems with them.

chocciebutton

I have been dealing with them for a number of years, all of my family have them. We have never ever had a run in or any other issues with them. They have a new policy now, that you prepay your service call, which is a great idea, it means that you don't have to pay engineer on the day, you just give a tip. They also offer a very good cleaning product, for both washing machine and dishwasher. Have you being dealing with them for long???

Inevitably

chocciebutton wrote: »

I have been dealing with them for a number of years, all of my family have them. We have never ever had a run in or any other issues with them. They have a new policy now, that you prepay your service call, which is a great idea, it means that you don't have to pay engineer on the day, you just give a tip. They also offer a very good cleaning product, for both washing machine and dishwasher. Have you being dealing with them for long???

Why the ????

I have been dealing with them for two years since I first bought one of their products. As I mentioned, I got a replacement machine, which was not a problem as this can happen. Its the customer service people who are unbelieveable - not cancelling call outs so I get the engineer giving out to me when he calls saying he's on his way up to me, telling me its 2 months wait to get a service to fix my machine etc etc - the list extensive at this stage and I'm not justifying myself to you

chocciebutton

OK there is no need to take it so personally, wouldn't expect anyone to justify themselves to me. You started the thread, not me. Bye bye.

penexpers

I've had a few issues with Hotpoint (and Indesit) products. (they are both serviced by the same company). Haven't had any problems with the attitude on the phone or the servicing.

buckieburd

chocciebutton wrote: »

OK there is no need to take it so personally, wouldn't expect anyone to justify themselves to me. You started the thread, not me. Bye bye.

Meow!

Inevitably

I am taking it all personally at this stage, no washing machine again and no help to get it fixed, its still under warranty etc

axer

Inevitably wrote: »

I am taking it all personally at this stage, no washing machine again and no help to get it fixed, its still under warranty etc

Bring them to the small claims court then. It only costs 9 euro and it is no harm to see how the system works.

chocciebutton

Look there really is no need to get so uptight, at the end of the day it is only a washing machine, you obviously have nothing else going on if you are getting so upset. Lucky for you!!

buckieburd

chocciebutton wrote: »

Look there really is no need to get so uptight, at the end of the day it is only a washing machine, you obviously have nothing else going on if you are getting so upset. Lucky for you!!

I'd be p!ssed off if my washing was broken and no help from the manufacturer. Clean clothes are a nessisity!!!

Inevitably

chocciebutton wrote: »

Look there really is no need to get so uptight, at the end of the day it is only a washing machine, you obviously have nothing else going on if you are getting so upset. Lucky for you!!

That doesn't make any sense and don't you dare make those kind of judgements on me.

Its not about the washing machine, if you would read the post properly, its about the customer service. Judging by your lovely attitude and politeness, you should work for them if you don't already

chocciebutton

I totally agree, it is not that the manufacturer will not help, I think it's the person in question taking everything too personally, regarding staff attitude etc, maybe it's the person's attitude that they should fix, and then concentrate on getting machine fixed. I find if you are rude to a person, they will automatically be rude back.

Doctor DooM

OP, what actually happened? So far all we got here is "company x is bad".

What exactly did they do that was so rude to you?

Mountjoy Mugger

chocciebutton wrote: »

I have been dealing with them for a number of years, all of my family have them. We have never ever had a run in or any other issues with them. They have a new policy now, that you prepay your service call, which is a great idea, it means that you don't have to pay engineer on the day, you just give a tip. They also offer a very good cleaning product, for both washing machine and dishwasher. Have you being dealing with them for long???

Five posts from you thus far, all in this thread, offering no assistance to OP. Do you work for Hotpoint?

axer

Mountjoy Mugger wrote: »

Five posts from you thus far, all in this thread, offering no assistance to OP. Do you work for Hotpoint?

One could ask a similiar question of the OP i.e. does he/she work for a competitor considering the OP came on to give out about a particular brand whilst giving no real details of their complaint or what was wrong other than their customer service staff were obnoxious and rude. That without circumstances is not of any use.

Me-momo

I agree with this , to say you don't want to deal with the company cause the staff are rude but not actually say how they were rude is not giving a clear picture . Also every time OP is challenged he/she does seem to come across as taking it personally , I know dealing with people in call centers is frustrating but I do believe that the mimic your attitude , so if you get on the phone annoyed & looking for a fight that is what you will get & vice versa

craichoe

Inevitably wrote: »

That doesn't make any sense and don't you dare make those kind of judgements on me.

Its not about the washing machine, if you would read the post properly, its about the customer service. Judging by your lovely attitude and politeness, you should work for them if you don't already

Jees, sounds like a screamer, if i worked for hotpoint, i'd probably hang up on this individual too.

Hitchhiker's Guide to...

hmm, this is probably going nowhere. Am a bit suspicious of ChoccieBiccie though. Do posters not want Hotpoint to be mentioned by the OP. Surely, if he/she is having a problem with them then it is natural that they would mention the company?

Mollywolly

Have to say there are a lot worse out there. I work in retail and have to speak to Hotpoint service centre in Dublin quite a lot and never have any problems with them. Find them very helpful and they usually manage to get a service engineer out to our customers pretty quickly (mostly within 24 hours - some even same day). Can only think that someone was having a bad day - either the OP or the poor soul at the service centre.

miju

Inevitably wrote: »

Its the customer service people who are unbelieveable - not cancelling call outs so I get the engineer giving out to me when he calls saying he's on his way up to me, telling me its 2 months wait to get a service to fix my machine etc etc - the list extensive at this stage and I'm not justifying myself to you

Given that Hotpoint /Indesit have an internal policy of getting an engineer out to a house within 5 working days of the initial call out. In all my time working there the longest someone waited for a call out was 2 weeks and that was due to every engineer in the area being sick. Also, in various surveys Hotpoints overall after care service consistently ranked in the top 3 in terms of speed AND politeness.

I'm going to out on bit of limb here and say your looking either for a Saturday call out or a specific time or the engineers already been and as to order parts. Which leads me onto me next point.

Having previously worked in the Hotpoint call centre for 2 years I can 100% honestly say that everyone in there genuinely tried to help customers and solve their issues as quickly , professionaly and politely as possible.

The only time anyone deviated from this was when the customer decided to start an argument. Perhaps the reason your getting no-where with them is your approach believe it or not people don't go into a call centre and decide to spend all day arguing (it's too much effort ).

Knowing the Hotpoint setup intricatly and going by your posts already here y I think it would be fairly safe to say the main problem is originating from the OP not Hotpoint. Maybe try ring back, check your attitude and with a nice polite tone ask to speak to a supervisor / allocator. You'll be amazed at how much better you get on:)

How old is the machine by the way?

craichoe wrote: »

Jees, sounds like a screamer, if i worked for hotpoint, i'd probably hang up on this individual too.

was about to say the same thing LOLZ

dudara

I'm going to ask posters to stop making pointed comments about the OP. We simply do not know what has happened. Helpful comments only please.

dudara

John Mason

If i had no washing machine for two months, and the engineer kept cancelling . i would be completely fed up and pissed off. especially, if it was a brand new washing machine

I have had similiar problems with Zanussi. I have just stop using certain cycles on my washing machine because i really cant face dealing with the rudeness of the telephone staff and the engineers anymore

axer

irishbird wrote: »

and the engineer kept cancelling

according to the OP it was the OP who was cancelling the engineer not the other way around.

Inevitably wrote: »

Its the customer service people who are unbelieveable - not cancelling call outs

chocciebutton

I was wondering does Miju work for Hotpoint? Were you an engineer? Maybe you could fix the machine!

miju

I worked for Hotpoint for 2 years as front line tech support (basically trained to fix any machine in theory over the phone).

chocciebutton

Oh really, did you need much training for a position like that, what kind of training did you get?

miju

completely off topic, but yes was a good bit off on the job training involved as well as some training in the UK

Ryo Hazuki

In my experience, from selling hotp0int for two years, they tend to be below average in terms of quality. Would not buy one myself...

Also I agree, they do tend to be a bit ignorant on the phone..
Not as bad as Panas0nic however

jacubo

We rent a house in Dublin. Our washing machine broke few weeks ago. We called our landlord and provided info what was broken. Our landlord contacted Indesit and their technician visited our house first time on the 31st of Oct. We were hoping someone would come with proper part, replace it and we would have our washing machine fixed quickly. We were wrong

Technician came on the 31st of Oct and said he didn't get any info so he was going to check what was broken. He did some checks, said he needed to order proper parts and left. Next week we got a text message from Indesit saying they are waiting for parts to be sent from UK. Nothing happened during next several days so we called them. They said they are still waiting. Another week passed. Eventually we got a text message saying techinician would arrive on the 19th of Nov. He did arrive but just to say our washing machine is too old and Indesit doesn't have proper part. He adviced we need to buy new one.

This is incredible!! To say they are incompetent is not enough. They spent 3 weeks to find out they can't order such part??

knighted_1

anyone notice that one of the biggest retailers dont stock hotpoint products anymore ?

miju

jacubo wrote: »

This is incredible!! To say they are incompetent is not enough. They spent 3 weeks to find out they can't order such part??

impossible to be 100% honest with you.

the way the parts ordering and rebooking system works for indesit this would have been flagged withing 2 seconds and the system would not allow a new appointment text to be sent.

Instead you would have gotten a call from 1 of the 2 Irish center based representitives in the call centre who deal with partial refunds & concessional sales.

sorry but I call shenanigan on this one. your either talking complete ****e or changing the storys facts to suit yourself. either way it's impossible for your story to ring true.

jacubo

miju: It has just happened. I don't care if you believe it or not. All I wanna say is person who started this thread was right that Indesit doesn't care too much about its customers. That's my personal view and you have full rights to have different view. But don't say I'm liar because I am not

jacubo

Update: We eventually got replacement, brand new, washing machine on the 24th of Nov.

TheDriver

Another story, my creda oven won't stop heating so tried calling the number but wouldn't let me pick an option so booked it online. Got confirmation page with ID etc. Roll on service day and no sign of anyone so rang, they had my info but no actual service booked. 3 hours pass and phone back, they could call today!!! No sorry or anything! Confirmation page also said I could pay by cash on the day but the lady said I needed card info there and then. Ok.
Engineer supposed to call today between 2-4 (only got text this morning at 10am). Its now nearly hald four and no sign or phone call! ALso sent customer services an email stating my anoyance with the failed booking and asked for some of my money back, the reply was nothing short of rude and comical, no apology or acceptance that they messed up and basically 2 fingers up, wait around all day and put up with it!
Won't ever be recommending or using their service department ever again or buying hotpoint/creda or indesit. A joke of a company that expects everyone to be sitting at home. Update, he just rang, will be here before 5!!!

Morfeuz

I bought a Hotpoint 1400 spin in January and it failed to work. I had hoped for a new machine considering, but got engineer sent to me instead. He arrived 2 days later which I suppose isnt bad and fixed the machine. If the machine breaks down when out of warranty next year it will be €180 call out. This worries me considering there was a problem with the machine when I bought it.

TheDriver

180 call out? Surely not?

miju

Morfeuz wrote: »

I bought a Hotpoint 1400 spin in January and it failed to work. I had hoped for a new machine considering, but got engineer sent to me instead. He arrived 2 days later which I suppose isnt bad and fixed the machine. If the machine breaks down when out of warranty next year it will be €180 call out. This worries me considering there was a problem with the machine when I bought it.

what did the engineer say the problem with the machine was?

axer

Morfeuz wrote: »

I bought a Hotpoint 1400 spin in January and it failed to work. I had hoped for a new machine considering, but got engineer sent to me instead. He arrived 2 days later which I suppose isnt bad and fixed the machine. If the machine breaks down when out of warranty next year it will be €180 call out. This worries me considering there was a problem with the machine when I bought it.

The thing is if you choose to deal under warranty i.e. with the manufacturer directly, then you follow the terms of their warranty since they have the right to dictate those terms as they see fit but are legally obligated to follow those terms in the event of an issue.

If you want to enforce your rights under the sale of goods act them you MUST approach the seller first. If you do this and then they organise an engineer to call out (even if the callout is from the manufacturer) then it would be against the law for them to charge you for this as they are only remedying the breach of contract (i.e. that they were supposed to provide goods of merchantable quality but it turns out they haven't done so).

So my point here is if you contacted the manufacturer directly under warranty then you could be made pay (depending on the terms of the warranty) you are better off to take this up with the seller of the washing machine instead and let them sort out the repair of the machine.

miju

I don't think Morfuez is saying he/she was charged €180 for the call out as the machine was under 1 year old Merely saying €180 would be the call out charge if it breaks down in a years time.

In relation to the engineer having to go out and your machine not being replaced the store & manufacturer are entitled to inspect the machine to see what the fault is before deciding on a replacement and as it's a bulky item the easy thing for the customer is an engineer calling out rather than the machine being brought back to the store.

Which was why I asked what the fault was.

knighted_1

miju wrote: »

I don't think Morfuez is saying he/she was charged €180 for the call out as the machine was under 1 year old Merely saying €180 would be the call out charge if it breaks down in a years time.

In relation to the engineer having to go out and your machine not being replaced the store & manufacturer are entitled to inspect the machine to see what the fault is before deciding on a replacement and as it's a bulky item the easy thing for the customer is an engineer calling out rather than the machine being brought back to the store.

Which was why I asked what the fault was.

not so - if a machine fails on installation you should be given a replacement straight away as its a broken machine and you purchased a brand new working one fit for its purpose -its this reason that bigger retailers stopped stocking hotpoint for a while ,

on the call out charge - hotpoint charge 100 euros plus vat at 13.5% rounded up to 114 euros -
we have had reports back of the engineers not setting foot inside customers doors until he gets paid upfront -this is for out of warrenty appliances -

the machines are the best looking but the worst possible machine on the market ,even beko are more reliable at the moment

miju

knighted_1 wrote: »

not so - if a machine fails on installation you should be given a replacement straight away as its a broken machine and you purchased a brand new working one fit for its purpose

So how are you qaulified to say the machine is broken and not an installation fault? (Which is the reason the engineer is calling out to the house in the first place.) You would be amazed when I worked there the amount of calls from people with hour old machines roaring their brand new machine is ****e, broken etc and they want a new one NOOOOOWWWW or they are going to a solicitor etc. Only for the engineer to find the fault is an installation fault (and idiotic ones too such as not removing bolts / turning on water).

Indesit never had a problem replacing a brand new machine if it was broken which was why I asked what the fault was ;-)

knighted_1 wrote: »

on the call out charge - hotpoint charge 100 euros plus vat at 13.5% rounded up to 114 euros -
we have had reports back of the engineers not setting foot inside customers doors until he gets paid upfront -this is for out of warrenty appliances -

Quite rightly too. Whats to stop the customer turning around to the engineer after he's fixed it and saying nope I'm not paying you now **** off my property. It used to happen at least 20 times a day when I worked there.

knighted_1

miju wrote: »

when I worked there.

times change -and i should have been more clear -ok for an engineer to have a look at the machine but hotpoint wanted to repair them which is not right and a customer shouldnt accept this -the contract is with the retailer not the service company

these situations arose because the failure rate with hotpoints is so high ,and there engineers are some of the worst trained i have ever come across -

now do you know of any other service company that want there money up front cause i cant think of any service -heres why they want it upfront ,cause they can walk out of the house telling customers that its uneconomical to fix ,and they still get there call out charge -

log on to hotpoint.ie click on the tab find a retailer and you will see the sign 'coming soon ' -no retailer wants to link them in and very few stock as a line poduct now -

and yes i am qualified