Wednesday, 28 December 2016

Still Waiting For Our Hotpoint Modification

A year ago I discovered that my tumble dryer was one caught up in the scandal of being recalled or modified to prevent it from catching fire. In some cases the fluff from the tumble dryer is meeting with  the heating element and catching fire. We were advised to not leave the tumble dryer unattended, but for us it was easier not to use the tumble dryer. I do have a six year old, so why would I risk using something that could burn my house down. I went on to their website and registered my details and the tumble dryer serial number but my heart sank when I realised mine was affected. It is a few years old and it seems even worse that I have been using it since about 2006 with the risk of it catching alight.


I had an email to say that they had received my details and i would get a date within 8 weeks. Within that 8 weeks, I did receive an email and I was told that I would get it repaired in December. By now the weather was warmer and the need for the tumble dryer was less. So I waited patiently for December to come.



I was offered a new one for £99, but as the problem was that of the manufacturer I wondered why we would have to fork out for a new one. I really didn't seem fair on us having to by a new dryer, and even worse that we were only allowed to buy a new one from Hotpoint. Did I really want to pay out for another Hotpoint when this had happened to my first one? And I am a single parent, on a really tight budget, so why where would I find £99

As Autumn came, we were offered a new Hotpoint for £49 if we collected it from Currys. Fab! I thought, its more affordable BUT we were not allowed to get it delivered, it was a collection only offer and as I live over 20 miles away from the nearest Currys and I don't drive - this option was not applicable to me. I took to Twitter to see if I could arrange delivery from my nearest Currys, but Hotpoint told me that I had to pay the £99 if I wanted it delivered. WHAT? I had to pay £50 for the delivery of a tumble dryer?

I was left to wait until December, so I waited and waited ..........and waited. Now it is 28th December and I haven't heard from Hotpoint regarding a modification. I took to Twitter again and hopefully something will be sorted out. But surely this is such poor customer service and so many customers have been left out of pocket with the whole Shambles of a recall. I spoke to some other bloggers and asked about their experience and most of them had an opinion about the way they were treated too.



'' Mine still hasn't been done! The initial offer email with a link to upgrade it for a new one no longer works and you have to pay to change it for another model which isn't acceptable ''  says Lisa from leeleeloves.co.uk

'' Mine was done in Dec, a year after I applied for the modification! The whole situation is absolutely awful. Considering it's a manufacturer fault which could potentially be deadly & they offer a slight discount on a new one. Ours was only a couple of years old as it was so why should we pay? Everyone effected should be supplied with a new defect free machine free of charge with disposal of the old machines '' Says Charlotte from www.thehomethatmademe.com/

''We called early in the year when it was first announced to add our names on the the extremely long queue. We were estimated January 2017 but when we rang back up in September to enquire if the list for our area had gone down by much we were offered a slot for two weeks later! It's always worth contacting them again and explaining you have children or if a member of the family has a disability as this can move you up the list as a priority'' Says Carla from www.rtoatsblog.com

''We gave up waiting and brought a new one on their scheme as we were also moving house and didn't want to risk the old one in the new house.''
Says Cerys from rainydaymum.co.uk

''I did mine before it went viral. I saw someone mention it and called in the middle of this year.
Had a date for early August. Pushed to end of Sept then Dec. Complained in Sept and got a brand new one instead for free as a replacement.''
Says Sam from www.testingtimeblog.com

So I am not the only person who has been waiting, some have given up waiting. Surely if there had been such a major problem with this, they should have employed more people to get the modifications done. It is dangerous because more people are using their tumble dryers because it is a cold winter and tumble dryers can be on for hours and hours drying clothes for a family. When you buy a product, you expect it to be safe and if it isn't then something should be done straight away. 

Waiting a year for a modification is a joke! Now my own modification is over due and Hotpoint have admitted this, then I am eager to see what is going to happen now. I have been in touch with Hotpoint over Twitter and we will see where it goes from there. 

189 comments :

  1. Hopefully you will not be waiting much longer to get it all resolved.

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    1. So frustrating i wish companies would understand how this affects you. Hope it is resolved soon

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  2. We have not had much luck with tumble dryers with timers freezing and have put my white night dryer in brick shed at the bottom of the garden for safty.

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  3. I cannot believe people have to wait so long for a modification on such an important safety issue

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    1. yeah my sister waited ages with small kids its not much fun

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  4. A nightmare and frustrating time for you sorting this out. They should send the latest model to you with free delivery

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  5. It's scary what is happening with these tumble dryers. I know I wouldn't want one in my house if there was any risk whatsoever.

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  6. That is absolutely ridiculous. What a disgrace. Hope its sorted out soon

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  7. its a carry on especially when lives and safety are involved

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  8. Good luck with it it's so frustrating for you you would think a big name like hotpoint would get it sorted out

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  9. What a complete mess! We have a Hotpoint too, luckily not effected, however clearly not acceptable to delay for this long - Common sense would suggest that it would be more cost effective to just replace - after all employing engineers and dealing with complaints as well as bad publicity is costing them ore than £100 a go!

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  10. I used to have a tumble dryer, but it kept shrinking my clothes, they are really useful too

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  11. I totally forgot about this...We have a Hotpoint one which needs looking at. We haven't used it since we found out it was faulty. I asked for the repair but haven't heard anything since. I'm not too bothered. I don't miss using it at all.

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  12. We waited over a year too! I posted on their Facebook wall complaining and got a response and repair date for the week after! If I hadn't had complained I think I'd still be waiting

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  13. I don't own any Hotpoint, I hope they will sort it out soon for you. Very frustrating.

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  14. Oh my goodness what a complete nightmare. Does not sound good at all. What a wait!

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  15. good luck hopefully you get it sorted it must be so frustrating

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  16. this happened to the one at work....it too is still not fixed

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  17. I've never had a tumble dryer and will definitely not be getting one after reading about all the disasters with them! Hope you get it sorted soon! X

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  18. Mine took over a year to get done. You'd think they'd want them sorting asap to keep customers happy and safe. I'm glad mines done now and feel more at ease but it was frustrating for that length of time when its become a reliant.

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  19. It sounds like a bit of a nightmare trying to get it sorted! Hope it happens for you very soon!

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  20. This has put me off Hotpoint for life.What awful customer service.

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  21. Sounds like something trading standards should be involved with but I know with the governments continuing 'austerity measures' they are overwhelmed - to everybody's detriment.

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  22. I am glad I don't own a tumble dryer - I have only heard horror stories! Give me a washing line or drying rack any day!

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  23. You wouldnt think that peoples safety would be put at risk, i think to much machine work and not enough people work

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  24. Oh WOW! That is ridiculous! I hope they sort it out very soon for you!

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  25. this is a very scary situation and should be put right as soon as possible. thinking of you and your family x

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  26. Thankfully ours wasn't affected but this really does annoy me.. you bought an machine in good faith, they screwed up so they should fix it IMMEDIATELY or give you a new one at no cost. Put me off Hotpoint for life.

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  27. Hope they sort it soon, absolute nightmare CHERYL HADFIELD

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  28. This is disgraceful and should not be allowed to happen to anyone

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  29. catherine pawsey2 January 2017 at 19:43

    It is not right for people to be treated this way and I would not want unsafe equipment in my home.

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  30. we have a dryer but its not a hotpoint , we dont use it much

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  31. This has been a nightmare for all who have one of these tumble dryers, hopefully it all gets resolved quickly

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  32. This sounds like a nightmare. It's not something I would deal with, it would stress me out too much!

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  33. I had a letter asking me to check whether mine was one of the models needing modifying. Luckily it wasn't but they still keep sending me letters asking me to check & claim I never registered it when I know I did. Worries me how it would affect peoples house insurance if they had to make a claim as surely using a faulty machine would throw all sorts of problems up. Hope you get yours sorted out soon.

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  34. My mum is in the same position! Still hasn't heard anything!!

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  35. That's just not acceptable, especially to be waiting such a long time and then have the date pushed back. How long are they going to keep pushing it back for? When will it end?

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  36. How annoying and inconvenient, hopefully you'll get it sorted soon :)

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  37. That's awful - they should send you a new one with free delivery. Hope you sort it out soon!

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  38. That's awful, actually considering it's a safety issue it's appalling! I hope it gets sorted soon xxx

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  39. I wish you luck ... it is so worrying!

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  40. I feel your pain, but we were lucky and an engineer came and did the modification, cleaned the machine and all within about 20 minutes. I would not be impressed with being left for so long. I hope you get something sorted soon

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  41. I hope that you soon get this problem sorted out.

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  42. We had so many problems with our Hotpoint dryer a couple of years ago when we had only had it a couple of months. After them sending out several people to repair it and it still wasn't fixed, we ended up managing to get Appliances Online to take it back and we spent a little extra for an LG one which has been fantastic

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  43. it must be a nightmare being caught up in this, hope it gets sorted soon

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  44. Hiw scarry. Especially when lives are at risk. Im not a fan of tumbledryers

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  45. Im terrified of using tumble dryers full stop these days...I only ever use it when I am present in the kitchen now..a year for this to be sorted is ridiculous! Hope they sort it for you pronto!! x

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  46. My goodness, I saw something about all this on Watchdog. Ours is't Hotpoint but I hope you get it sorted soon x

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  47. I'm so sorry that you have had to wait so long and hope that you get it resolved soon.

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  48. Good luck with it - luckily I wasn't effected but my sister in law was and got it sorted in the end

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  49. It is such a shambles considering how dangerous they are, mine was quite old so I paid for the small charge for a new one.

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  50. I had a similar issue with my old washer, some component could catch fire - took ages and a letter to the companies head office to get someone out to replace the part (I can't use a telephone, they initially refused to send someone out unless I gave them a phone number), but when they replaced a part they broke something so I ended-up having to get a new machine. In all fairness I needed a new one anyway, but what a faff!

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  51. Wow, I hope you get this sorted, this has been a real danger for some families

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  52. How can it take so long for such a large comapany to rectify such a dangerous problem

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  53. This is ridiculous to mess you around like this, I don't use mine anymore prefer to use a hot clothes rack

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  54. oh no terrible to hear, I really do hope it is sorted out soon for you

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  55. What a pain in the neck for you - such poor customer service

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  56. they really should sort this out quicker than they have been its a disgrace

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  57. I have given up with tumble dryers since i worked at a hotel years ago and it burst into flames and set fire to the laundry room.Thank goodness it was noticed and the fire brigade called before the fire spread.Put me off using one for life and they are also expensive to run so personally i would do without it.

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  58. I hadn't heard about this problem, hopefully you'll get sorted soon

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  59. Very stressful situation and they should cover the full cost and replacement regardless of how many people it effected maybe even more so to keep their reputation.

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  60. Ive always had miele one's they last forever x

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  61. This is a disgrace from Hotpoint! Hardly ideal to be without a tumble dryer during the winter months when you have kids :( Keep the pressure on and the negative publicity and hopefully that will speed things along for you and others. Have you contacted BBC Watchdog?

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  62. Oh my gosh!!!! £99 ? what a cheek! You should be given one for free after all the hassle and waiting!
    Good on you for not using it.

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  63. Never owned a tumble drier although I know it would help with condensation in the home. Would never leave one on unattended that's for sure.

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  64. We had ours sorted in august last year,certainly wasnt going to pay the £99 for a new one. Fingers crossed its all fine now Xx Emma Dormer

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  65. I can't believe this is still going on, it must be so frustrating!!

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  66. I have a tumble dryer that I haven't really used in years and am not interested in using it so I didn't get into the habit of having one but I can imagine how annoying your situation must be, I hope that you get it sorted soon

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  67. Hotpoint really don't seem bothered that people are waiting so long for these modifications, it's put me off buying Hotpoint goods

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  68. Has really put me off every getting anything hotpoint!

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  69. Oh my god, what a chew on! i dont have a dryer because i dont have enough room but im sure it would make life so much easier!

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  70. My MIL had one of these, they waited and waited and paid for one in the end to get it sooner. But it then broke within 3 months and they had to go back to the launderette. What a shambles! I feel your pain!

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  71. Oh wow! You've had to wait a long time, I think it's awful that they haven't been out to fix it yet - probably hoping you & others will give up & pay for a new one

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  72. I totally sympathise with you, mine was one of the faulty ones and had to wait over 12 months for the modification it's ridiculous, hope you soon get it sorted

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  73. Good to know many thanks for this post.

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  74. I haven't had a tumble dryer for years (and yes it is a nuisance not having one) but I have had nothing but trouble with them. This story is frightening.

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  75. OH MY !! This is awful !! I have seen your posts on Hotpoint Twitter and I am disgusted you havent been dealt with yet. I can't believe that they only offered a replacement if you paid for it ... and then to say if you want it to be delivered it will be £50 more ... WHAT !!

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  76. Oh my goodness; how awful that people are having to wait for so long.

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  77. How awful! Some people will risk using it as they want dry clothes for their children etc. Really hope you get it sorted soon & all the other people still waiting xx

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  78. Oh dear, definitely given me penny for thought about hot point!

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  79. This is absolutely ridiculous & I really feel for you. I hope that it gets sorted soon!

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  80. Sad that they pride themselves with good customer service, yet take too long to resolve something like this

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  81. I think it's outrageous that they have not put safety of their customers first. I hope your problem gets resolved.

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  82. How frustrating it must be hopefully you get it sorted soon. I have to admit I don't have one exactly for that reason because I keep reading some horror stories about them catching fire, but it would be such a handy thing to have

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  83. Well I am looking around for a new one, and thanks to your honesty I will steer well clear! Thank you for letting us know and I really hope that it is sorted out really soon! xx

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  84. i get worried about using mine, never leave it on at night, or while im out

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  85. this isnt good they should give everyone a new one

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  86. My mother in law had the same tumble dryer that was involved in the recall but hers was all sorted pretty quickly as far as I'm aware and she was given a replacement.

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  87. Very informative - thanks for writing up about and telling us your story!

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  88. the lady who goes onto this morning has been trying to speed up the engineers by approaching the manufacturers and trying to get some decent answers,hope its sorted for you

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  89. Luckily ours was one not one of the faulty ones. Its a disgrace, its playing with peoples lives!!

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  90. Oh god what a mare ! I've always heard really bad things about Hotpoint!

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  91. Mine took ages too but I didnt mind paying the £99 as ours was 9 years old and broken anyway!

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  92. I had a dryer that broke down. I never bought another after realising just how much electric it burns through!!

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  93. wow, really unbelievable how long you have had to wait! It's good that your saying something about this, this is insane, I wouldn't want to deal with this myself x

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  94. Margaret Clarkson
    I hang my washing on racks, making the house look like Widow Twanky's! Maybe it's just as well, when I realise the alternative! I'm sorry you've had so much bother.

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  95. That's terrible! Hotpoint should be ashamed tbh! Hope you get it sorted soon.

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  96. I've read many comments about Hotpoints lousy customer service

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  97. A nightmare. Think it would be sorted a lot sooner as it is not your fault and you shouldn't have to pay. Really stressful.

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  98. What a nightmare for you, hope you get it sorted soon. I couldn't live without a dryer with kids

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  99. Nothing worse than waiting on an appliance you need. I have stopped tumbling at home as it got expensive and now we go once a week to the local laundromat to do it, it works out cheaper and can get some shopping done while it does the whole week at one time.....

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  100. That's pretty shocking considering the element of danger their products pose!

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  101. this must be so frustrating. Hotpoint are such a shambles. I hope everything works out for you

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  102. This is terrible. I remember this happening and just assumed that they would replace them for free. I wonder how many people thought the same.

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  103. This is so frustrating for you, I hope they sort it soon!

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  104. A nightmare and frustrating time for you sorting this out.

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  105. What a nightmare! I can't believe how long you have had to wait! They should be ashamed of themselves, this is a safety issue and they should be treating this as urgent!

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  106. Oh my days this is really shocking! I cant believe the terrible customer service they have shown - especially with a potentially lethal fault with their product!

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  107. I'm amazed how this story hasn't had more attention in the main stream media? I like the way they say you can still use the machine but don't leave it unattended...what - by a fireman? ;)

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  108. Really hope you get this resolved soon! What a ridiculous amount of time to wait. Mine was one of the faulty ones, the knocked my appointment back 4 times, then eventually came to sort it

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  109. its scary to think something like this could happen without you knowing nothing about it!

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  110. wow that terrible service from hotpoint it must be a nightmare for you having to wait all this time

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  111. Appalling,whatever happened to good old fashioned customer service. Fingers crossed that this is sorted out soon

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  112. Oh no what a shame!! Must be extremely frustrating time....I've never owned a Hotpoint dryer but after reading this will steer clear in future. Hope it gets resolved asap for you!! x

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  113. Don't have a tumble dryer, have other appliances which I have never registered. Hope you and others are sorted soon its crap from the big companys

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  114. This whole thing is very poor. No reason for it to take this long

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  115. Gosh that's awful! I'd never expect that from such a well-known company, I hope it all gets sorted soon for you.

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  116. It's shocking the way some companies treat paying customers. Their product is downright dangerous and they still can't get their behinds in gear to come and fix it!

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  117. Oh no! I know a few people that are in the same situation as you and I really feel for you. It's not a small fault with the dryers - there's a serious risk that they could catch fire with some devastating repercussions. I really think that Hotpoint should be doing more to help people in your situation, this has been going on far too long already :-(

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  118. It seems to me that a lot of big companies are happy to drag their heels instead of dealing with product recalls quickly. You would think the government should intervene and slap them with a fine if they don't get things sorted within a reasonable time.

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  119. a few years ago i had an issue with my tumble dryer the service i got put me off and ive never got another

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  120. I have the Samsung ecobubble washer, I keep thinking it's going to blow up like the Samsung phones did lol

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  121. Wow so frustrating! Hope you have it sorted now

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  122. What a palaver, have you been using a clothes horse on rainy days?

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  123. This sounds so infuriating. Are they hoping you'll give up and just buy a new one? Hope you've been able to get all your washing dried, not great to have it draped everywhere adding moisture to the house. But what can you do?

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  124. Caroline cummins18 January 2017 at 10:19

    I feel your pain! My tumble drier is sat upstairs in the spare room, not working, and I cannot find anyone who can fix them, well, I know one man, but he keeps asking me out so if I ask him to help he will get the wrong idea...so what's a girl to do??? I won't get rid of it, I live in hope that one day it will once again spin, shrink clothes and make my house smell of hot flowers!

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  125. How awful, I hope that it all gets sorted soon.

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  126. A worrying time for you and many others. I have never had a tumble dryer myself but I know how essential they can be to some families :)

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  127. What a nightmare and the cheek of asking for £50 for the delivery of a tumble dryer!

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  128. Nightmare! Thanks for reminding me, I need to get mine sorted too!

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  129. Always use a tumble dryer, buut would never leave it on when I go out, know of too many fires.

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  130. What a nightmare getting it sorted. I love my white knight dryer i used to leave it on while I did the school run three minutes away but now I never take the risk x

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  131. This situation with Hotpoint's admission of dangerous and faulty goods not being repaired, replaced or cost of purchase refund given to those with the faulty fire risk models is dangerus, careless and downright unacceptable. And here is a link to Which! Advice they are giving out. http://www.which.co.uk/consumer-rights/advice/if-theres-a-product-recall-what-are-my-rights

    I hope that is of some help and I hope you get a resolution quickly.

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  132. What a nightmare for you :( the Hotpoint saga has all been a bit of a fiasco really hasn't it. I hope you finally get it sorted asap now you have more leverage as it's overdue!

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  133. oh hope it gets sorted so , not good at all very annoying x

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  134. Wow this opens your eyes. You don't think these kind of things happen but they seem to happen quite often!

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  135. That's not a great situation, hope it gets resolved soon

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  136. It took 2 bloody years to get ours sorted!!! Crazy!!! Think Ive seen youre sorted now!! About time!!

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  137. Hope it gets replaced soon! Hotpoint used to be a brand I trusted for sure

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  138. This is so worrying, it makes me glad that I don't own one! They really should be more on the ball with this!

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  139. I share your frustration, ours was faulty and in the end we just decided to pay the extra to get a new one but really it seemed like we were forced to do it!

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  140. I hadn't realised this problem was still ongoing! Really don't think hotpoint have done themselves any favours on the pr front either! hope you are sorted out very soon!

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  141. Thanks for letting us all know which brand to avoid in future.

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  142. Oh dear, you'd expect better from bug name brands!

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  143. Very annoying! I rely on my tumble dryer each day and would hate to think this could happen!

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  144. Hope they do it soon and that in the meantime it doesn't cause any problems for you.

    Hazel Rea - @beachrambler

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  145. I think sometines companies are not bothered if it delivered or fixed on time

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  146. what a disgustingly long time to wait. i hope its sorted soon. a few years ago our tumble dryer caught alight but thankfully i was in the house at the time and managed to get it put out myself before it did too much damage ours melted the door and was pouring out smoke but thankfully no flames, but it ruined all the stuff inside the machine too

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  147. We were in the same situation - gave up on waiting in the end and scrapped it and bought a new one.....will never buy their appliances again

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  148. Cannot believe there are not more stringent safeguards in place, particularly when so many families own them.

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  149. i think they should replace straight away no questions asked as its their fault

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  150. Hope you get it sorted soon it's ridiculous obviously they are not that bothered about customer care

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  151. horrendous- Hotpoint have a lot to answer for . It is meant to be a reputable brand

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  152. Wow, what a long wait for something so important, must be totally frustrating !

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  153. That is out of order! What happened to putting customer needs before their own? Disgrace, hopefully they can get it sorted as soon as possible.

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  154. That's rubbish they keep dragging their heels and don't sort this problem out as soon as they are alerted to it

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  155. Absolutely shocking. And dangerous. And how emotionally draining for you.

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  156. This is shocking they don't care about people only money

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  157. Wow, a whole year? I would be fuming, I'm so impatient.

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  158. Oh my goodness, Hotpoint'c customer service over this issue has been appalling. I know quite a few people who are affected by this and they, like you, are all still waiting for their machines to be fixed or replaced! I hope it gets sorted for you very soon.

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  159. Ugh - this is actually pretty scary!! We don't have a tumble dryer but I always get worried about having machines on when we're out the house (eg. washing machine), because so many are recalled!

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  160. sounds like a great customer experience. I'm sure you'll definitely be buying from that brand again...

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  161. what a nightmare, I am glad that mine is a different make

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  162. I eventually got my repair done after a very long wait!!

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  163. They were really good they replaced mine Not good you are still waiting, hope it gets done soopn

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  164. thats awful, you should have had a result by now. bad treatment indeed

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  165. Hope you get things sorted to your satisfaction soon..

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  166. It is ridiculous that anyone should have to wait so long :(

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  167. this should never happen if its manufacturers fault they should replace end off

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  168. Hotpoint appear to be doing the right thing for their customers, lets hope they get around to replacing or repairing all of them before another fire happens.

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  169. that's terrible, would not buy a Hotpoint product again. I don't have a tumble dryer myself but would find it useful in the winter.

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  170. I hope you get it sorted soon as it seems to have been a while

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  171. I have the same problem with my dryer getting notices of needing upgrades to make it safe but just felt by the time they corrected the problem it would be time for a new dryer

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  172. You should have automatically received a new one without any payment as it's their faulty appliance.

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  173. I hadn't realised this still hadn't been sorted. Sounds like a nightmare

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  174. I've never had a problem with Hotpoint appliances over the many many years I've been using them. This problem seems to be a modern day issue where as the customer you are thought little of after purchase.

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  175. It really is silly how long pwoke have to wait

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  176. Sorry to hear about this awful problem, it could be so dangerous. My sister had one of the recalled ones and it has taken months for them to acknowledge it and do anything about it. The minimum they should do is recall and replace as soon as possible.

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  177. Thats shocking that you have to wait so long! If it was anything to do with payments it would be sorted straight away

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  178. That's terrible. I think I'd just want a different one anyway.

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  179. You read so many horror stories about tumble dryers going on fire. I can't believe they have left it to long when they know there is a fault!

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  180. my neighbours are elderly and they rely on theirs they were told 3 different dates now. I was concerned for their safety using it so I went raised money and we got them a new one and scrapped the one awaiting repair.

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  181. Good luck with it it's so frustrating for you you would think a big name like hotpoint would get it sorted out

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  182. It is shocking that you have to wait so long

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  183. That's terrible that you have to wait for so long. They should replace it for you free of charge! Xx

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  184. My hotpoint dishwasher broke but I decided to replace it with another Hotpoint

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  185. That's crazy - I had always presumed in a situation like this a company would want to get it sorted ASAP but apparently not!

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  186. I used to have a tumble dryer but I had too many instances of shrunk cloths for some reason :(

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  187. I need a washer dryer but it's a scary time to be buying one!

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