Review Time
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.
I experienced excessive delays in receiving a damaged refrigerator, followed by additional weeks for a replacement. After numerous hours on the phone, there was no offer of goodwill at all. The service was incredibly disappointing—I will not engage with them again.
Ashish, the Hotpoint engineer, was extremely helpful and respectful. He kept me informed throughout his work, and struck the perfect balance of teaching me how to understand my machine better without being patronising or condescending. He was excellent, and I could see that he was doing a great job. Thank you!
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