Hotpoint
Very bad customer/engineer service

I bought a Hotpoint/Creda double oven cooker in October. On the morning of 25th April while cooking breakfast, I momentarily moved away from the cooker and there was an almighty bang. The grill had exploded shooting sparks and debris across the kitchen. Lucky I or another member of the family was not standing infront of the appliance. I telephoned Hotpoint the next day and gave them the model number, serial number and explained exactly what had happened. They were very apologetic and would send an engineer out that Thursday. The engineer arrived, took one look and said "You need a new grill". Bowl me over, I never realised that I said, and he just said that he would have to order one and return when he had it. The following Thursday (11 days without the grill), he arrived (hooray), 2 hours late and put in the new grill. I asked him about the automatic timer on the main oven and he tried to get this to work, but had problems and said that he would have to order a part for this and booked me a slot, which I was happy with, now that I had a working grill and could cook decent food. Bye to the engineer. Cooker switch on, grill not working. I phoned customer service and they tried to contact him but he was not answering his phone. They said that they could only book him in for the 13 May (18 days without a grill). I take the day off work, to be here when he arrived and recieve a phone call from Hotpoint to say that he wont be coming as the part he has is not functional and they could only book me in for the following Thursday, totalling 25 days until this is resolved. HOTPOINT ARE A SHAM, THEY SHOULD GET THEIR STAFF RE-TRAINED AND NOT FOB PEOPLE OFF WITH A 3 DAY CALL OUT WHEN THEY DONT HAVE PARTS.

Company: Hotpoint
Country: United Kingdom
Region: England
City: Bolton

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