I’ve been caught up in Whirlpool’s exchange/repair programme for its faulty tumble dryers which, in some cases, have been bursting into flames. Due to the age and usage of my existing tumble dryer – a Hotpoint Aquarius model TCM570 – I am rather keen to go with the “buy a discounted new one” option rather than the “repair your old one for free at a time when we can fit in sending you an engineer”.
There is only one condenser dryer I am interested in – the Hotpoint FTCF87BGG model. This preference is largely based on online reviews unanimously indicating that all the other condenser models offered for exchange are not worth buying .
However, despite checking stock levels literally every day for more than two months, this model has never been in stock. Nor, spot checks indicate, have 90% of the other models offered in exchange. I have contacted Whirlpool several times via the online chat function, but have been unable to get any further than them telling me to “check back every day” and “we cannot see stock levels or back order queues”. This feels increasingly ridiculous, not to mention dangerous.
MV, London N4
As you point out, the white goods manufacturer Whirlpool is in the process of replacing or repairing more than 5m potentially faulty tumble dryers across the UK, under the brand names Indesit, Hotpoint, Creda and Proline, in a massive (and presumably very expensive) modification programme.
Nearly a year ago it admitted that a fire fault exists in some models, caused when excess fluff touches the heating element. However, it controversially did not issue a product recall, insisting that people may continue to use the affected dryers while they are waiting for them to be “modified” – provided the machines are not left unattended.
It also offered owners the opportunity to buy a new model at a discounted price, so it is disappointing that those, like you, wanting to buy one were left in the lurch when it came to getting information about stock.
We believes this is fast becoming one of the UK’s biggest product safety scandals. We don’t underestimate the scale of the challenge for Whirlpool, but do think it should be doing more to help and assist existing customers who own the faulty models.
After we contacted Whirlpool it expedited delivery of a machine to your home and said: “The safety of consumers is our number one priority, which is why we work hard to resolve all customer matters as quickly and efficiently as we can. Our customer services team has contacted MV and we are working to address his concerns.”
Unfortunately, the courier did not collect your old, faulty one, which was left abandoned in your front garden.
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