Hotpoint Service Reviews 31,412

The washing machine developed a door latch fault, error code F6. This was reported to the service centre, who offered me a repair/six month service contract which was the cheapest repair option. The Technician arrived on the agreed date without the necessary part. It was the only part associated with the error code.
What support organisation sends out a technician to a known fault without the parts necessary to fix that fault?
Really disillusioned with Hotpoint despite having purchase several Hotpoint washer dryers in the past.
I will not buy another one.

After waiting a week, my appointment was cancelled on the day due to the engineer being off sick. For the second visit, the engineer did not bring the required part, despite being informed when the appointment was made, he would. Following the third visit a new fault appeared on the machine the very first load after the engineer called. The engineer could not return so have to wait another five days. A month on, I still do not have use of the machine. This is the second breakdown in 10 months from new. Formal complaint had to be sent by post to Customer Services at head office in Peterborough, no email address available. Totally let down.

Poor service when you need a repair!

Follow up repair booked for today between 0715 and 1015 and at 0800 a text saying repair has been cancelled, no explanation or apology. A rescheduled repair visit 12 days later!!!

For most families a washer machine is a vital appliance so to be without one for what will be nearly 3 weeks is totally unacceptable.

This is the 5th repair the washing machine has had, so from the start the build quality has been shocking, Hotpoint used to be a good brand for both sales and repairs, but that ship has sailed a long time ago.

5 month old washing machine broke. Needed new drum, wiring and module. Took nearly 3 weeks to repair over 3 engineer visits. Shocking that no compensation is offered considering how much we had to spend paying to wash our clothes and that we weren't offered a brand new machine as they basically had to rebuild it. Also trying to get through to Customer Services was awful. It took 6 attempts to get through as the automated message just kept saying to try calling back as there was no one available to take the call. 😡 Will never buy another Hotpoint or associated brand or recommend them to anyone.

Absolutely the WORST customer service. Was on hold for about four hours over two days trying to get a service only for them to come when I was not home. WHICH I TOLD THEM ABOUT PREVIOUSLY. Will NEVER buy a product from this company based on the service alone. Despicable.

I would leave 0 if it were possible. Their customer service team need more training on customer service, we were lied to several times and were without a usable oven for 6 weeks and ended up having the repair done elsewhere at our own cost despite the oven being under warranty having had it for less than 3 months. Never ever again will be purchase a hotpoint appliance.

Terrible customer service.

Repair booked then cancelled on the morning by text. Rebooked and had to wait another week. Escalated complaint and told we would recieve a text with any earlier dates. We checked the website by chance and bought the date forward ourselves. Repair had happened which was good. Still no follow up from the complaint. Terrible customer service.

Poor quality products and worse customer service. Engineers not knowing what they are doing, having to phone colleagues for help, different engineers passing on different information. Shambles....
Left dirty marks on ceiling and wall during repair of extractor and refusing liability. Wall had been painted 4 days before after kitchen refurb. Customer complaint process is very tedious, they are not interested which shows in poor reviews. Will never buy anything from this group again. Cannot be trusted.

14 month old freezer had warning light. Engineer attended and decided food was not frozen enough, it needed to be re gassed. It needed to be done urgently, but appointment within 10 days. A whole upright freezer of food has now defrosted and had to be thrown away because the repair visit has been rescheduled 6 times and we are now 4 weeks since first visit. I have called customer services and they said it because engineer is off sick and why it has been rescheduled. Not prepared to compensate for lost of food and yet again a visit scheduled for tomorrow has been cancelled by text again today. Rescheduled again, but probably won’t happen! Absolutely disgusting service

Spoke to Customer services for 40 mins with no resolution. Our Indesit Dryer has had around 40 drying cycles of use and is blowing cold air. We asked Hotpoint UK to give us a free repair as under 2015 consumer right act the machine should last a reasonable length of time. It has been just over 2 years with extremely light use. Hotpoint refused. They refused to put us through to a manager saying they have no managers. We are vulnerable customers as carer and late stage dementia sufferer with no family. They could have resolved this simply with a free repair as parts are covered for 10 years. As an LPA I refuse to use my Aunt’s money to pay for a repair for a machine that has not lasted a reasonable length of time and is not fit for purpose. Hotpoint Service, you have let us down badly and have certainly offered us no service, and it is noted the way you treat your vulnerable end user customers of your products such as us. You know they should be built to last a reasonable length of time, and you are not complying with the 2015 consumer rights act. We have no choice but to pay for an inspection which is likely to show the heating element has failed and issue a court claim against Hotpoint service in order to gain a free repair and claim associated costs including travel to court back. Hotpoint Service, is this really how you want to do business and treat your customers??

7 days for a hob to be delivered to a vulnerable customer is unacceptable! Rang to see if it could be delivered sooner due to the situation. The advisor was unhelpful, he did not listen to my concerns and would not escalate my call to a manager! D&G need to find another company that can fulfill their promises to deliver excellent service! From the date the hob stopped working to the replacement date will be 2.5 weeks! Doesn’t take that long for them to take my monthly insurance DD!

Avoid. Even if your trying to save the planet by getting it fixed. They clearly aren't. The engineers turned up and failed to fix the issue after multiple visits. The final time they didn't even check if it worked before they left.

They also informed me when I first called up that I would be refunded some of the money if they couldn't fix it. Great I thought, after multiple phone calls and messages to them, and them telling me I would get my money, I still haven't seen any sign of it months later :(

Customer service atrocious, rude staff who cut you off mid conversation, make you jump through hoops.
And tell you that you will have to pay if your washer isn't faulty scare tactic much!
I've just paid 400 for a washer and it's broke in the first 9 months, repaired then one month later same issue to be told if it's fine you'll have to pay.

This machine has experienced repeated faults since I received it, including persistent beeping, failure to wash clothes properly, and leaving laundry with a strong odour. Multiple repair attempts have been carried out, including a recent repair within the past few weeks.
However, the issue has already reoccurred, demonstrating that the fault has not been resolved.

I have followed all advice provided, including cleaning the machine and adjusting detergent use, yet the appliance continues to malfunction. It has not functioned reliably at any stage.

This situation has caused significant inconvenience and additional expense, including taking time off work and arranging alternative laundry solutions.

At this point, I consider the appliance to be not fit for purpose. I have allowed sufficient opportunity for repair, and these attempts have failed. The customer service is abysmal, they simple could not care less.

Useless customer service. After waiting for ages to get through, the assistant couldn't help me. A simple question of 'Is the freezer door reversible?' was what I asked as I wanted one opening to the right. She didn't know and no way of finding out. She said she only went by what the specification said on their website. I had already done that!!! What are these people paid to do? There was nobody else that could help. I eventually found the answer by scouring the internet and looked at several sites that were selling the same product and got the answer.

A repair person visits my house, tells me that the fault with the clock (keeps losing time) is a fault with all these coooker (HTG6GDCW) and if he replaces the clock it'll happen again.
A month later I get a bill for £75.00 and he didn't even do anything!
The Customer Service Desk agreed to waive the fee, for an appliance with an inherent fault, which isn't advertised.

Disgusting customer service – more interested in selling than helping

I contacted Hotpoint Repairs because my washing machine (only 2 years old) broke down mid-cycle with the door locked and my 89-year-old mother’s clothes trapped inside. Instead of offering practical help or urgent advice, the call handler focused almost entirely on trying to sell me a maintenance plan at £26 per month (even though similar plans are available online for under £10).
I was given no real support other than being told to “wait a few hours and the door may open.” I explained I had a vulnerable elderly person in the house and was then offered an engineer appointment in 7 days’ time.
The call then turned into another sales pitch, including questions about how I clean the machine and attempts to sell cleaning tablets.
After complaining again, I was briefly offered an appointment in 2 days, which I accepted, but within seconds I was told it was no longer available and the earliest appointment was still 7 days away. I was told there was nothing else they could do.
I repeated that my elderly mother’s clothes would be stuck inside the machine for a week, but there was no sympathy, no alternative solutions, and no willingness to help.

When the technician has no interest in doing his job you don’t really stand a chance of any positive results from this company. He did not represent the company well. I will never buy their products again from the experience I’ve just had and I am happy that the company AO were more understanding and have helped me replace the unit with a Hoover one instead. I’m happy not to give Hotpoint any of my money for the poor service they provide. There are so many better brands out there, don’t waste your money on this one as they will do anything they can to avoid any kind of support for their products.

Worst company I have ever dealt with..Booked Hotpoint washing machine delivery/order from Argos...
The delivery was booked in a 3 hour time slot, they were an hour late. Clearly in a rush, spent more time complaining about the space being tight than actually fitting it. A young lad who had never plumbed in a machine plumbed it in and guess what, it has been leaking for 3 days, despite another engineer coming out yesterday for 5 minutes.....it's still leaking. Phoned customer service, spoke to 2 very rude guys, who couldn't be bothered. Have been left with a leaking/faulty machine and the earliest time an engineer can come is in 10 days time. The experience I've had with Hotpoint has been very shoddy, unprofessional from start to finish.

Terrible service and engineers