I am writing to the MD (UK) of Indesit. Mr John Antony Morrissey. Registered Address: Morley Way Peterborough PE2 9JB United Kingdom They are essentialy an Italian company. The CEO is Mr Marco Milani.
This is what I am sending.....
Good morning Sir/Madam, HOTPOINT FRIDGE FREEZER FFU4D K
We purchased one of your Hotpoint Fridge Freezers a year ago and we have had nothing but issues with it from day one.
After 3 engineer visits and a 4th visit now required for the same fault, it is our wish to have the product replaced or our money back. The Unit is not fit for purpose and is dangerous.
The fridge unit gets hot without any reason or warning, we have had to dispose of food 3 times now at great expense. Being foster carers we also have a duty to ensure that medicines are required to keep cool.
I emailed your “contact us” page on the 4th February 2014 as your phone lines were constantly engaged. To this date I have had no response. “Peace of Mind” – “Service you can rely on” as your literature points out? I think not.
Email sent to Contact us page on web: “Rang yesterday as was promised a text for visit today. No text received. Our Fridge Freezer is only 12 months old and the fridge has stopped working twice now. Heats up and we have to dispose of the contents. Freezer is working ok. Not convinced it was a brand new unit when we had it delivered Feb 2013, as it did not have protective film. Everywhere had 6-8 week delivery time for the Black Model FFU4DK, we ordered from Curry’s expecting this, then Hotpoint directly phoned and said they had a machine. I expect that this was a returned item. NOT VERY HAPPY. That's why we have taken extended 5 year warranty. Please respond Hotpoint as your phones are constantly down.”
Please be aware of the following:
“The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, fit for purpose and of satisfactory quality. “
As you are in breach of contract I am rejecting the FFU4D K and request that you either replace for New or refund the sum paid of £569.00.
I also require you to confirm you will arrange for the FFU4D K to be collected and/or replaced at no cost to ourselves.
I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.
You might want to take a look at these reviews online: http://www.trustpilot.co.uk/review/www.indesit.co.uk
BAD CUSTOMER SERVICE. Watchdog and Trading Standards will be contacted if no resolution.
I am also sending this letter by the postal service. Kind regards etc...
So as you can imagine we are also not very happy. Looks like Indesit are not learning from these issues.
5/3/14 *****UPDATE**** Indesit called and want to send yet another Engineer !! The last one suggested we use a Hair Dryer to remove the Ice build up in the Frost Free Freezer compartment !!!!
I purchased an Indesit Chimney Cooker Hood in December 2013. A few weeks later it started to malfunction, so the shop from which I purchased it, contacted Indesit and arranged for and engineer to call the following week. The Engineer arrived and was unable to fix it; ordered a new part and booked a return visit a week later. At that visit, he replaced the part, but it still did not work. He ordered another part and booked a return visit 10 days later. At that visit he fitted the new part, but it still did not work properly. He then phoned and arranged for the whole hood to be replaced. I spoke to the office to be told that my hood was now obsolete, so I was offered an alternative free of charge, or an upgraded hood, for and extra £35. I chose the more expensive upgrade. I was aksed if I needed and engineer to fit the new hood and I said "yes". A week later the engineer arrived at 8.30am to fit the new hood, which was not due to be delivered until 1200 at the earliest. He disconnected the old hood and left it ready for collection. The new hood arrived at 14.30 and a second engineer arrived, shortly after 1500 to fit it. Having removed it from the box, he said that he was unable to fit it as it was not the same model as the old one, and therefore required different screw holes. He was unable to drill holes in the wall as he did not carry a drill. I explained that he should have been informed of this as Indesit knew that it was a different model. He made a few phone calls and said that as it would now be a 2 man job, it would not be fitted for a further 7 - 10 days. In the mean time, I would be left with an open hole and a wire dangling from the ceiling. At this time, I had been without a fully functioning cooker hood for over 6 weeks. This is where it started to get really bad.....Over the next 2 days, I phoned to explain my predicament and ask for someone to come sooner, but was passed from department to department, nobody cared or seemed able to do anything. Whilst they were never openly rude, some were offhand to say the least. At one stage, I was so exasperated I even offered to drill the holes myself if they would just get an engineer to call! I finally asked for the number of their customer complaints department and have been trying to get through to them for hours. The number is permanently engaged. Time to see if Watchdog can get anywhere. So if you are thinking of buying an Indesit, Hoover or Cannon product - DON'T!
An engineer came for a repair on a tumble dryer, he said he didn't have the parts needed and somebody would be out once the parts had arrived to fit them, that was 5 weeks ago and I'm still waiting. After ringing and chasing I was assured someone would be coming out the following Monday but no engineer arrived, after calling again I was told somebody would be out the following day, again nobody. After another phone call I was promised a engineer on Friday, only to receive a phone call the following day to say it would now be the following Tuesday, I explained this was not good enough and that I would be canceling my insurance, to which I was told quite smugly that this does not directly affect them so basically he didn't care and I could do as I liked. Unless u want to pay good money to have what sound like a bunch of teenagers speak to you like your an idiot avoid avoid avoid!!!!!!!!!!!
After having an issue with an oven from new - extremely noisy, an engineer attended, ignored our initial references to where the problem was coming from and failed to fix the noise. Now 18 months on the oven is no longer working, Having been passed around when calling the so called customer service dept, spending over half an hour ringing various numbers trying to get through, the final result is that's the way it is even though its never been right from new.
I took out an extended warranty for the repair of my washing machine with Indesit underwritten by Domestic & General on 3rd January. I can honestly say it has been one of the worst decisions of my life.
They claim peace of mind and a team of a 1000 technicians that offer a fast service. Both claims are absurd because after 3 engineers visiting my house to assess and fix my Hotpoint washing machine it's still not repaired on the 8th of Feb and as yet have no idea when it will be working again.
The stress this has caused me and my partner has been quite overwhelming. We are a household of six have three children plus lodger and you can imagine how many trips we have made to the laundrette since 3rd Jan not to mention how much it has cost.
It came to a head after it was supposedly repaired on Weds 5th Feb. After the engineer left Jill put clothes in the washing machine turned it on and immediately came up with an F-02 error. I phoned Indesit on Thursday and they said they would send another engineer in a weeks time. Clearly not good enough I have therefore bought another washing machine as I could see myself spending my life and money in the launderette.
I am now caught In a trap as I am still legally obliged to pay the full amount of my plan. It is crazy. I have therefore put the washing machine in the garage and await the engineer to fix it whenever that will be.
They have the speed of a snail and once you have signed up to the agreement you seem to be at their mercy and they know that. Their helpline is appalling and constantly engaged. They cannot call this a service and get away with it.
I thought I would see if anyone else had the same grievance as me and was shocked at this link http://www.trustpilot.co.uk/review/www.indesit.co.uk I then thought of yourselves to see if you can shock the company into improving this service so future consumers don't go through the same stress that me, and it seems, so many others have.
I bought a Hotpoint fridge freezer worth before sale price £600 through Currys and at 12 months it has gone wrong. I bought an extended warranty package which is through Indesit. What a waste of time. Took them a week and a half to attend, the engineer was 2 hours late (when a working person this is not great). They did not have the parts to fix it (needs 4 new parts!!!) and when I phoned customer services told it comes from Italy and can take up to 28 days! There customer service is appalling, you cannot get through to them as line constantly engaged and they are as helpful as a chocolate teapot. My fridge freezer is still working thank goodness (at the moment), but that is not the point. It should not take this long to fix! 2 weeks later and still nothing. If it was not working I would be having to buy another fridge freezer. Hotpoint are rubbish. All that money for a pile of junk. Had a cheap fridge freezer before that lasted 11 years. I want a refund and them to take it away! Steer clear of anything to do with Indesit.
Two visits by the engineer and still the washing machine isn't repaired. Apparently he had the 'wrong part' ! And this after, they asked me to pay £109 upfront. I am looking at another visit (which is very hard to organise, because having a third day off is just not acceptable where I work..at such short notice). I tried three of their helplines. Two of them said 'Office is now closed. We are open from 8 to 630, Monday to Friday.." when infact I was calling at 515 on a Monday evening !! The third helpline, made me face the annoying music for 10 long minutes, and then it appeared that somebody picked it up...only to disconnect me straight away ! And this happened three times in the same hour. Absolutely appalled at this arrogance and inept services. *** AVOID AT ANY COST ** Would appreciate if anybody knows how to complain and get my money back ??
When you buy Indesit products be prepared for shoddy products, shockingly bad service and stress. I bought a new Dish Washer 2 months ago, and when the item stopped working I phoned them about a repair. THREE WEEKS later nothing has been done, the support centre staff are unhelpful, there is no company escalation process, and they basically have no interest in making sure the item is working. They disagree with anything you say, and basically shrug their shoulders and so "Oh well. normally repairs are done in 3-10 days, but yours has taken 21 and there's nothing I can or want to do about it." They also tried to get me to upgrade the Warranty over the phone, but it is worthless unless you're prepared to wait for MONTHS for repairs. If you see any other brand, it could not be worse than Indesit. Trust me, you will thank us by avoiding!!! Scary experience.
If you buy an Indesit product, do not expect them to deliver when they say they will. I received a text message to say that my fridge freezer would be delivered between 2 pm and 5 pm today. I took time off work and waited in for delivery. 5 pm came and went. The office hours for Indesit's customer service department "helpfully" close at 5pm so I could not find out what was going on (I had called at 4.30 p.m. to check the delivery and they said that "no delays" had been reported for my delivery. I have just received a call from the depot at 5.50 p.m to tell me that my delivery is not going to happen today because the driver has already done his allotted hours for the day. Everyone (including myself) who was on the third delivery run will not be receiving goods today. I was then asked if I could make myself available between 10 a.m. and 2pm tomorrow! "Why, of course Indesit! It is not like I have a job to go to or anything like that! I can afford to sit in waiting for you to decide whether or not you can be bothered to deliver my product". Driver hours are set by law. Any idiot with an ounce of common sense can work out whether or not it is going to be possible to fit a given number of deliveries on a route into a delivery schedule within the allowable driver hours. It must have been abundantly clear that there was no way that the third delivery run could have been completed in the driver hours allowed, yet some fool at Indesit nevertheless booked my delivery and other deliveries today.
Last year we had to replace 2 appliances and chose Hotpoint for a dryer and Fridge Freezer. Neither appliance has worked very well, the dryer does not dry and the fridge temperature varies. However I finally came to the end of my patience when I had to start throwing dairy products out on a regular basis because they were going off within 24 hours and the fridge varied between -1 and +21 degrees! (I finally bought a fridge thermometer) causing ice crystals and ruined salad one day and warm milk and meat the next. I tried to get in touch with Hotpoint customer services 7 times, going though all the push button options and ending up with an engaged tone! Finally I went through my retailer and they put me through. Still it took 33 minutes of hold music and being passed round departments. I was heavily pressured to buy an extended warranty and finally a one off service (costing £109!) was booked. I await that to see what happens with that.
I am now on my 23rd day of waiting to get my washing machine repaired. Rude customer service operators, rude engineer who chuckles and says you will just have to use a laundrette! Not that easy when you have young babies at home and don't drive! I am disgusted with both InDesit repairs and domestic and general. Total cowboys!!! The customer service at InDesit think they can talk to you like your rubbish and all they do at domestic and general is take notes! Nothing is actually ever done!! If you can't get a job done properly and within a reasonable timeframe....... then don't say you can!!!
This company is absolutely disgusting, attempting to cancel the policy now, successful we hope, fingers crossed, they are so ignorant, useless, they don't need the repair income, they keep you hanging on the phone forever at 5p a minuet. Dreadful customer services, I have never been treated with such disdain, arrogance ; sarcasm and rudeness, customer care not on your life, I am going for 100 signatures to get it debated in parliament such a draconian after care service can not be allowed to continue today. Any body taking out a policy cancel now you have 7 working days to do so, save yourself the frustration and grief that signing up to this gives you and don't buy indesit products unless you are a throw away consumer.
If you are a customer with a complaint, beware.......Indesit will do everything in your power to prevent you getting a refund! Equipment exchanges can take weeks and weeks and getting through to someone who can help (that's if you don't keep getting passed around the departments) will cost you a lenghty expensive wait on their premium line number. All in all one of the most fustrating companies I have ever dealt with. It seems the bigger a company gets the less they care about the customer.
I bought a washing machine less than a year ago and it has broke three time. Still under guarantee they tried to charge me £110 to fix it but i refused as i could buy a brand new washing machine for slightly more than this.. It was only fixed two weeks til the same thing happened again and trying to get a response from customer services is like getting blood from a stone. Absoultly apaulling service and faulty equiptment!! Never will i buy from them again
We have owned this fridge for 5.5 years. The door handle first broke after nearly 4 years, and the replacement (a genuine Hotpoint spare) broke in exactly the same place after 18 months. I have asked Indesit/Hotpoint to refund the cost of the 2nd replacement handle I have had to buy, but they have refused. The reply was extremely patronising, implying that the way we were opening the door is the cause of the problem. Given that my wife and I have been opening fridges for well over 50 years without breaking door handles, I can only assume that Indesit/Hotpoint are in denial about what is obviously a fairly common problem. Don't buy this product unless you are prepared for the hassle (and cost) of replacing door handles on a regular basis.
Terrible experience with Indesit after needing to replace the glass on my hob.
Initial order went fine. I asked if it was easy to replace the hob and was told by the salesman it was as it was just a case of unscrewing some screws at the back of the oven. This however turned out not to be the case. After removing the screws at the back the hob was still attached to the front, however there were no screws at the front to remove. So looked as if it was a bigger job than I'd been told it would be.
Called their helpline, thinking they'd tell me what to do. WRONG. After being transfered at least 6 times and at 7+mins wait each time... I was told they do not give out any advice on how to fit their parts. Funny that, considering the original sales person did just to get my money!!!
The part also came without any instructions. So how on earth they think this is a good way to do buisness is beyond me. Never again! Next time I'll just buy a new appliance from another brand.
In the middle of October our tumble drier starting making appalling noises. As it was less than a year old we called and arranged for an engineer to come out to fix it. My husband took time of work on 17th October, the engineer came and said the motor needed to be replaced and he would return on 23rd October to fix the machine. He left the machine unuseable. On 23rd October my husband took further time off but the engineer did not come and during the day he had a call to say the engineer would not be able to come but would arrive the next day On 24th October, once again my husband took time off work and waited for the engineer, who didn’t come. He was contacted during the day and told the next available appointment was 31st October. We made it clear that no one would be in on 31st as we couldn’t take any more time off. By this time we were getting extremely fed up with appointments not met. My husband and I are both self employed and taking time off means we are out of pocket as we cannot charge customers for time we are not working for them, whilst waiting for an engineer. He was told that Indesit would try to arrange a weekend visit instead and we would get a call back the next day. On 22nd Nov having heard nothing I wrote and on 10th December received a reply that they didnt have any weekend appointments and we could arrange another day or wait. We rang and arranged for 24th December. During the week of 17th Dec we had 3 calls offering us an appointment for that Saturday 21st - interesting as we had been told in writing they had no weekend appointments. Monday 24th Dec engineer arrives, he had no idea an engineer had been before and had no motor for the machine to fix it.!!! Unbelievable. 3 working days have now gone by and we have heard nothing from them - another letter is on its way, In the meantime we have had to shell out an additional £180 for a new machine but in principle I want the old machine fixed as a back up or to give to our son.