I am a longstanding subscriber to Which? and last year, needing a new kitchen hob, I looked up its most recent report. Of eight induction hobs, the top-scoring – the Whirlpool ACM 847/BA – had useful features and was one of the cheapest listed. But when I looked at customers’ comments I found it had more responses than other hobs tested and the majority were negative.
Most concerned serious failures. Others dealt with Whirlpool as a company – one called it “disinterested, obstructive and inefficient”.
What surprises me is that a buyer’s guide in Which? magazine’s March 2015 issue continues to promote the Whirlpool hob: “Best on test. Pretty much faultless. A great induction hob.”
I am surprised it gives such a high rating to an allegedly unreliable appliance. Has Which? contacted any of the members who posted negative comments to find out if theirs has been satisfactorily repaired? Has it made any attempt to warn members that although the hob performed well under test, there have been problems with it?
Considering the information above, I have decided to cease being a member of Which? after many years. TP, Bracknell, Berks
Which? is a well-loved consumer bible that subscribers rely on (particularly the best-buy rankings) so we were puzzled by this. It occurs to us that human psychology means consumers are more likely to post negative comments online than positive ones. When we contacted Which? it said it would be sticking to its decision to award this appliance a Best Buy rating. It said it had only had five negative comments about the hob online and one letter – yours. It helped one subscriber, who had struggled to get in touch with the company, to do so.
It also said it was satisfied that the fault was not dangerous and was reassured by Whirlpool’s offer of free repairs or replacement. It has promised to reply to all the individual points you have raised in your letter.
A Which? spokesperson said: “We follow a rigorous programme of testing and don’t award Best Buys lightly. We are confident in the manufacturer’s assurance that only a small number of hobs are affected. We will continue to monitor this, but anyone who experiences this issue should contact Whirlpool, which has agreed to carry out repairs free of charge.”
Whirpool said: “It has come to our attention that a minority of consumers have experienced an unexpected failure of their ACM 847/BA induction hob. Whirlpool would like to apologise for any inconvenience caused and assure all consumers that the fault is easily remedied by a visit from a Whirlpool engineer. In the event of a failure, consumers should call 0844 815 8989 (or 0344 815 8989) to arrange for an engineer to carry out the modification.”
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
