Review Time
Absolute rubbish! Always had Hotpoint washing machines and fridge freezers and none have lasted more than 7 years. I’ve had a washing machine, single person household, last only 6
1 out of 5 stars – Absolute nightmare with Hotpoint – Avoid at all costs!
Bought a Hotpoint washing machine (can’t even remember the exact model now, that’s how fed up I am), and after not too long the door seal broke completely. Water leaking everywhere, machine unusable. No big deal, I thought – these things happen, and it’s under warranty/service cover, right? Wrong.
Called customer service, they said they’d order the part. Fine. A week later, the engineer turns up… without the part. Claims he was told he had it, but nope. Customer service then books him in again for the following week. Great, another week of no washing machine in a house with 6 people (kids, laundry mountain growing by the day). Then that appointment gets cancelled out of the blue. No explanation, no apology, just gone.
That’s now three full weeks without a working washing machine. I’ve had to take two days off work already to wait in for the engineer, and now I’ll need a third because who knows if/when they’ll reschedule. I’ve tried calling multiple times – impossible to get through, endless holds, or when you do speak to someone, they’re rude and dismissive. This morning I finally got someone, and all they could say was “it’s not my job” – not their job to what? Help? Be polite? Do their actual job of sorting out a simple repair? Absolutely shocking attitude.
This has been a complete disaster from start to finish: unreliable product, incompetent parts ordering, unreliable engineers, impossible phone support, and zero accountability. In a family of 6, you can’t afford to be without a washing machine for weeks on end because of this level of incompetence.
I will never buy Hotpoint again, and I strongly advise anyone reading this to steer clear. There are plenty of other brands that actually stand behind their products and provide decent after-sales service. Save yourself the headache – go elsewhere.
New tumble dryer, 3 months old, stops heating. ahd to wait 2 weeks for engineer who replaced heater element. machine worked for a week and stopped again, had to go through the torturous sytem to get to speak to someone, eventually after 45 mins got another engineer booked. he arrived and first thing he did was ring the engineers fault line for advice - hadnt even unplugged it yet. i could hear the conversation and noted the discussion was around what the customer might be doing wrong. he eventually checked it and said previous engineer had fitted wrong part and it need a condensor - which he didnt have and would take 11 days to get ---- condensors ar a bog standard part --- 11 days WTF !!! now back onto Hotpoint holding/avoidance system to get it speeded up. if they dont get it fixed i am refusing to accept it as a usuable item - you have 6 months to send it back under consumer law
Extremely difficult to reach. Frustrating experience They don't respond to calls. Their automated system disconnected me three times after waiting two hours. They suggest using their chat option, which just leads back to the phone system, leaving frustrated customers going in circles. I submitted a formal complaint to cancel my contract. I received a generic response that failed to address my complaint and didn't explain any actions being taken, yet they had the audacity to ask me to call to terminate the service. Additionally, the reason I signed up for the contract was due to pressure from the representative, who warned I might incur call-out charges for a brand new machine that was defective. The engineer's diagnosis pointed to poor quality control at the factory for the specific model. The control panel was not assembled correctly by the manufacturer.
It's no shock to see such low ratings when searching for reviews. This company is a complete disappointment. Definitely not worth the expense or the insurance coverage. I've been on hold for the fifth time this week, waiting for 25 minutes. They fail to consider your availability when you communicate your needs. I strongly recommend avoiding their coverage.
After spending two and a half hours on the phone and an additional hour online, I might as well have stayed in bed. One representative openly admitted they had no technical guidance to offer, as they weren't equipped with any. I was transferred five times, with each person unable to assist. One mentioned their role was merely to redirect calls. If I didn't have a real issue, it would be laughable. The only advice I received was that if it wasn't in the user manual, I would need an engineer. Some of the so-called helpful hints included checking if the vent hose is blocked in a washer/dryer and ensuring the appliance is plugged in if it doesn’t start. It's disappointing to see a company not adequately supporting the customers who fund their business.
I am extremely disappointed with the service and the product. Having used automatic washing machines for 40 years, the latest model is completely inadequate and not suitable for its intended use. I had to call an engineer, supposedly under warranty, after just two weeks because it won’t spin or drain unless the load is perfectly balanced! The engineer claimed it was a design flaw and suggested I only use the wool cycle, which limits my ability to adjust the temperature and other settings. There are multiple energy-saving cycles available, but I can’t utilize them without meticulously sorting the load, and even then it’s hit or miss whether it will spin properly. The laundry comes out drenched! To make matters worse, I received a bill for a £75 call-out fee since the engineer found nothing wrong, despite it being a design issue. When I contacted customer service, I was given an absurd explanation about government policies for energy saving. What does that have to do with spinning and draining? A machine that struggles to spin for 20 minutes is far less economical than one that just performs the task efficiently!
Really incompetent customer service team and/or internal policies. Really hard to speak with a live person. Engineer visit booked for the day; everyone was home - the engineer left a missed you note. Cctv footage shows Engineer not making any attempts to knock the door !! Customer service called the engineer to get his view but inconsistency in what CCTV shows. Their internal planning wont allow revisit on the same day. Rebooked a week after and no expedite booking available.Asked to raise a complaint, answer is yes you can raise it but you wont hear a response back as its internal review ! Whats the point of raising a complaint from a customer then !!Really poor experience !!
I am facing a problem with my built-in oven; it reaches the temperature and then shuts off. This began on November 13th, and as of today, December 10th, the issue persists. The technician seems to provide a different excuse each time. There have been three missed appointments, each with a new reason. The first time, they claimed there was no parking space, despite there being plenty outside my property. The second time, they cited parking restrictions; in the 11 years I've lived here, I’ve never heard that before. On the third occasion, they didn’t show up because I supposedly didn’t answer their call, although I had my phone in hand the entire time. This has been incredibly frustrating; I would advise others to avoid them.
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