The Hotpoint oven I bought last November developed an intermittent fault a few weeks before it's 1 year anniversary. The door latch would occasionally fail, either locking in position while the oven was on or not locking when I tried to use the self-cleaning function.I'm disabled and typing isn't always easy for me so I tried several times to call the customer service line but the automated answer service always said there was no-one to take my call and to try again later. This went on for several weeks.When the issue became more prevalent I gave up on calling and used webchat. I explained the issue and was advised my appliance was not in warranty and a call back was scheduled with the Care & Repair team. I explained to Archie the web agent that I'd been trying to get in touch since before the warranty expired but their system wasn't accessible to people who needed to talk on the phone rather than by typing. His response was "Am so sorry to read the above?".A call back was scheduled for within the hour but for some reason didn't come through. I got a missed call alert but my phone didn't ring. It didn't even come up with an unknown number/possible spam warning as it sometimes does. I checked the email I received confirming the call back to check if there was a way to call them or rebook and noticed that despite specifically asking for help troubleshooting the issue the purpose of the call back was to arrange an engineer visit.The email states "What you can expect from the call-1. Review fault and determine if parts need to be ordered2. Run through repair options available to you3. Confirm appointment and time slot4. Complete payment"So in summary Hotpoint has manufactured a product that does not last a full year without fault, not provided an accessible means for me to get in touch with them, and skipped over my actual enquiry in favour of charging me for a repair.
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