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Jo C.
Jo C., Barrister
Category: Law
Satisfied Customers: 69359
Experience:  Over 5 years in practice
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My washing machine broke down in Nov 2013. Hot point sent out

Customer Question

My washing machine broke down in Nov 2013. Hot point sent out engineers who accidentally broke it further. They apologised ordered spare parts to fix it on 10-12-13. They called me said couldn't repair on that day as spare part received were damaged. Told me would repair on 6-1-14. Received call again telling me wrong spare parts had been received. They would re-order parts again and contact me for repair date. First week of Feb 2014 contacted them for update said still waiting for spare parts. March 2014 kept calling each time put on hold for 10-20mins then call just cuts. This went on for more than a month . No update from Hotpoint to date. When I bought washing machine bought extra 5 year warranty for £229 which covers me from 2011 -2016, so 1 whole yr wasted. My machine full of water rotten smell in kitchen but cannot be opened because of fault with engineers. I live on 4th floor flat, have injured back from work related accident so difficult to take washing up and down stairs to laundrette, and spending about £30 week to wash ( costly) what can I do to resolve this issue. I need a washing machine desperately. Please advise.
Submitted: 1 year ago.
Category: Law
Expert:  UKSolicitorJA replied 1 year ago.
Hello,
Sorry to hear of this.
I would advise you to buy a new similar replacement washing machine, have the old one disposed off and make a claim against Hotpoint for the cost of the new replacement.
If Hotpoint fail to pay you money for the new machine, you should file a claim in court against them online at www.moneyclaim.gov.uk
May I help further?
Customer: replied 1 year ago.
What happens to my 5 year extended warranty that I paid an extra £229 for July 2011 till July 2016 which was that if machine was faulty they wd attempt 3 fixtures and if not possible I would get a new replacement immediately. Also all the unnecessary monies spent on going to laundrette for whole year with my injured back??
Expert:  Jo C. replied 1 year ago.
Hi.
Thank you for your question. My name is ***** ***** I will try to help with this.
Who was the seller of this item please?
Is the guarantee under written by Hot Point?
Customer: replied 1 year ago.
I bought it from Comet and a year later when I called the company for repair- there was a voice message saying they had taken over from Comet - so to call a different number which was provided. They had knowledge of my 5year extended warranty and told me it still is valid.
Expert:  Jo C. replied 1 year ago.
OK,
But who underwrites the agreement?
Hot Point is the manufacturer. They may provide the guarantee as well or they may not.
Customer: replied 1 year ago.
I don't understand by who underwrites the agreement. Would this info be found on my receipt and warranty?
Expert:  Jo C. replied 1 year ago.
Yes, who provides the warranty?
Customer: replied 1 year ago.
Warranty was with comet but when hot point took over they told my warranty was still valid under them for the same period from July 2011 till July 2016.
Customer: replied 1 year ago.
Warranty was with comet but when hot point took over they told my warranty was still valid under them for the same period from July 2011 till July 2016. Will get paperwork and get back to you in the evening . Sorry need to go and pick children from school. Thank you.
Expert:  Jo C. replied 1 year ago.
No problem.
Come back when you can.
You have a variety of options but I wouldn't immediately issue against Hot Point until this is considered properly.

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