General Enquiries And Questions

Has anybody experienced problems with Hotpoint after sales service? I alerted the service centre in Peterborough to a broken dishwasher four months ago, and five engineer visits later, still the machine has not been mended (once because of a no-show, and more often than not, because the correct parts have not been ordered). Are Hotpoint's after-sales service processes broken now that Merloni have taken over the company?

lets put it this way youre not alone

Zola,

I am sorry to learn of your problems, Merloni do seem to be in a bit of a fix at the moment

If you can help with our 'survey' please can I ask you to Post your experiences within the following link: -

viewtopic.php?f=33&t=1502

Merloni do read these stories, so hopefully something will get done to relieve your situation

Martin

Has anybody experienced problems with Hotpoint after sales service

Had interesting one today, customer reported faulty intigrated fridge to Peterborough appointment made for 14 days ahead, engineer called unannounced three days early whilst customer was out.

Engineer left card in customers letterbox stating "sorry could not call today as I could not find your house"

sparkey wrote:

Has anybody experienced problems with Hotpoint after sales service

Had interesting one today, customer reported faulty intigrated fridge to Peterborough appointment made for 14 days ahead, engineer called unannounced three days early whilst customer was out.

Engineer left card in customers letterbox stating "sorry could not call today as I could not find your house"

I can only admire the brilliance of that Engineer, we could all do with more like that, he must have special powers.
Shane.

I'm a Hotpoint FSE, sorry Merloni oop's made a mistake Indesit company, it is not only the customers and trade who are frustrated with what is going on, the workforce are a pretty fed up lot as well we live in hope that this mess will get sorted and our service will get back to where it once was.

never going 2 get sorted with the dipsticks they promote as supervisors
a certain n west area supervisor springs 2 mind personal opinion but i know loads of the lads in the area feel the same no suport from the top
only interested in volume dont want quality anymore

Dont i know it the majority of us guy's want to do a great job but the pressure is unreal at the moment if i wanted i could work 7 days constant wich i know guy's are doing, i but we are losing men all over the place , when did you ever hear off a fully trained Hotpoint fse ever leaving even new guy's are put under that mutch pressure to do as many calls as possible it aint doing us any favours to long in the tooth to leave now though 4 or 5 years in me then i'm ofski. cheers folks i'll pop and visit you again. ps i know you lot hate us but half of you boys would be on the dole without us, bye

We don't hate the engineers at all, that's not at all in any way true. We don't even hate Merloni/Indesit Company (whatever), we just think that they're wrong in some ways that's all. We disagree, simple as that. There's no malice at all other than when Merloni decided to pull the rug from under the independent's feet and that, I'm afraid, left a bitter taste for many but I don't think that should come as a surprise to anyone that knows what went off. the simple fact is that they put people's businesses and livliehoods at extreme risk, some didn't survive it but most did and just won't get burned again.

Merloni/Indesit manufacture and market to a price point and they do that very well, but in many ways they could well be the architect of their own demise as well as others due to continual price cutting and devaluation of the product. But, hey, that's their call in the end if they want to lower profits and share values in that way.

But eventually people will realise that companies like this, Whirlpool and Electrolux amongst others are moving production out of Europe, cutting margins, causing hardship with retailers and producing what I consider to be an inferior product and customers will vote with their feet and their wallets as, ultimately, only consumers have the power to do something about it. But reduced margins means lower service rates, lower training levels, lower stock levels and general cost cutting wherever they can cut it which equates to poorer service when it breaks and, because its made to a price, it's more liable to break. vicsous circle eh?

I do feel sorry for you guys as you've no control over the situation and you're stuck basically often repairing stuff you know is rubbish and trying to tell the customer that it's a decent product. I couldn't do that and i don't, if I think it's rubbish I'll tell a customer that.

But if you are a member of the public looking to replace an appliance, buy a new one or fit a new kitchen with shiny stainless appliances, ask where it came from, consider what you're paying for a supposed "quality" product and where it was made as you might just get a surprise. And for spares the slow boat from China is still a very valid expression in my opinion. All to often you get what you pay for I'm afraid.

K.

I'm back again i dont know how difficult it is for the trade to get parts from us nowadays, but our stock delivery system is say not pleasing at this moment in time as our customers may have realised with the workload put on is its a total shambles.

A point which only serves to reiterate some of the points I made in the previous post.

However if you look at the current survey running, albeit there's not too many votes there yet, you can see that a some (a considerable proportion thus far) people buy purely on price alone. which totally flies in the face of the previous poll we ran which says that people want a mid or top end appliance that lasts!

Sorry folks, you can't have your cake and eat it I'm afraid.

K.