The customer service representative was surprised when we told her about the wrong part being issued and that he couldn’t fix it in two hours and then said that “maybe the engineer did not know what he was doing and was embarrassed to tell us.” We then asked for a new engineer to be sent at the next available appointment. 15/12: We called customer services to complain about the poor service and asked to make a complaint and was told that there wasn’t a complaints department and that they don’t log complaints. He then told us we had to book another appointment, but as it was past 6.00 pm we had to wait till the next day to do this. When asked why he had taken the original part without returning it to its previous state he had no answer. We were surprised as we had provided the model number needed for the correct part when we had booked the appointment a week before. The engineer then packed up his stuff including the original door seal and said that he had to leave without fixing the machine as he had the “wrong size part” and had to order a new one. After looking at the issue and taking pictures of the model he then dismantled the machine and removed the door seal which took around 2 hours. 14/12- Engineer turned up late past 16:00 pm. We also checked on the Hotpoint website and the part required was in stock. The model number and other required information was provided. 07/12: Called to book appointment to replace door seal with a minor tear on a washer dryer which was causing water to leak during a wash. Will never be buying a hotpoint, Whirlpool, Indesit appliance again!!!! Check out the timeline of this farce. 4 weeks, 4 appts to fix a washing machine - still broken!Ĥ weeks with no washing machine!!! Absolutely abysmal repair service.
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