Review Time
SHAMBLES! I was scheduled with hotpoint through domestic and general. 1st engineer visit, was informed they did not have the parts so they would need to order them and reschedule. We told both the engineer and hotpoint that we could only do 2pm onwards as we had no way of getting the time off as it was all taken up for school holidays. 2nd "visit" I was allocated the time AM 9-11am. Unfortunately hotpoints auto email/text regarding this time slot sends them out at 18:30 so after they are closed to receive calls for a change. After multiple attempts to change the time to a PM slot it would only let me choose "all day" on a different day in a weeks time. I finally managed to get a hold of hotpoint and they told me I cannot pick a time slot it is all randomly assigned, the only thing they could do was change me from AM (8-12) to PM (12-6pm). Engineer sat outside my house for 45-60 minutes waiting for 12pm to hit, dispite being told he was on a tight and busy schedule so hotpoint could not contact him to inform him I would only be in past 2pm even though I told them multiple times. Low and behold, I have had to reschedule for in a weeks time and hope I get a PM slot after 2pm otherwise I will get the same thing and have to reschedule. 2.5 weeks and still waiting for my repair.
My hot point washing machine was a total waste of money its 15 months old and its on its third breakdown. Im not having it repaired again As it cost a fortune. Its going to tip as its a load of rubbish. My advice dont buy hotpoint washing machines dont waste your money.
This is my second report. A technician visited at 10:30 am, scheduled for midday. He checked his computer to analyze the issue with the machine, even though it lacks Bluetooth or WiFi capabilities. He informed me that there was no fault with the machine, but it fails to finish the cotton program with one minute remaining, wasting electricity and water until we return home. The engineer claimed it was due to the amount of laundry we were doing, but we followed the instructions for the cleansing cycle and only loaded around 6 kg afterward. He insists there’s nothing wrong with our new machine from the seller. We even found a rusty safety pin in the seal a week ago—definitely not ours! My frustration is growing, and I can't reach the support team to lodge a complaint since the repair window is still from 12 to 6 today. This is now two weeks post-delivery!
The dryer had a malfunction. The technician repaired it within a week and was timely and knowledgeable. (I would always recommend purchasing extended warranties for appliances. This experience confirmed the value of having one.)
The bearings in the washing machine drum failed, so I reached out to the support team directly. I was connected immediately, and the selection process to reach the right department was straightforward. An efficient agent handled my issue, and everything was resolved in just a few minutes. The cherry on top was an appointment on Christmas Eve—amazing! The technician arrived on time, worked swiftly, maintained a clean workspace, was friendly, and completed the job in about 20-30 minutes. Outstanding!
This brand used to be reliable!
My main oven stopped working on Friday, October 10. An engineer was scheduled for October 21.
On October 20, the engineer was unavailable, and they canceled!
On October 22, the engineer came and ordered parts.
By October 27, the parts were in stock, and a visit was set for November 10.
However, on October 30, the parts were out of stock!
A visit was then booked for November 12.
On November 7, still no parts available.
By November 14, the parts were still missing.
Finally, on December 12, the parts were in stock, and a visit was scheduled for December 19.
On December 18, I was informed the engineer would arrive on December 19 between 7:52 and 10:52.
Yet on December 19 at 7:37, I learned the parts were out of stock again, and the visit had to be rescheduled!!!
The aftercare is nonexistent. It's impossible to speak to anyone; everything is automated. I will not use this brand again or recommend it.
Just five days before Christmas, and I have no oven. MERRY CHRISTMAS!
Terrible experience with the company and lack of customer support. I purchased a washing machine that leaked for the first three weeks, necessitating a call to the company as per the "free parts and labor" warranty. An engineer visited, spent 30 minutes inspecting the machine, and claimed he found no fault, stating that these machines are temperamental and shouldn't be run in consecutive cycles. Oddly, it hasn't leaked since, but four weeks later I received a £75 bill for a “no fault found” visit. Despite having photos showing the leak, they said I could only waive the charge if I signed up for an additional service plan. If you want to complain, the engineers direct you to customer service, who then say they can't assist and refer you back to the engineers—it's a frustrating blame game. It's astonishing how quickly the line to pay the £75 is answered, while customer service takes over 30 minutes. Disgraceful behavior that's clearly evident in many reviews, highlighting the futility of the warranty. I will never purchase from this company again.
Horrible customer support. I scheduled a technician visit through a policy for a faulty freezer, but the engineer arrived at the wrong address and refused to help. Attempting to reach the company directly to reschedule was a nightmare; when I called during business hours, I was told no one was available and directed to the website. I followed this up and waited over 30 minutes on online chat with no response. It's a complete mess and a clear example of cost-cutting measures affecting customer service.
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