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spikey eye bw



Musings, questions and brief essays. The normal.

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Washing machine
spikey eye bw
When I moved into this house I bought a new washing machine because I needed one that would be able to slide past the radiator and the shower into the plumbed space for it. This meant it had to be slimline and I ended up with a top loading Hoover model.

At the start of this year it got a bit random. When you select a programme some LEDs light up, the LEDs show what the programme will do - a rough idea of time, and the spin speed are indicated. These often bore no resemblence to the chosen programme. Over the last month or two it got quite silly and was a bit like a roulette game, trying to match your desires with what it would offer. As far as I can tell the lit up status was what it actually did.

Only then it totally broke down and filled, but didn't wash anything - the clothes were left sopping wet and soapy.

I went to the Hoover after sales service and found that for a pricey £115 they would repair the machine and replace any parts, and put the repair under a new warranty. It seemed like the fastest route to a functioning machine, and although not cheap, at least it would be someone who knew what they were doing. So I booked an callout.

At least, I assumed I did. I filled in a form online, choosing a day, described the problems, and got an email with a booking reference.

I made sure to not be away from home the day of the supposed appointment, which was in one of those vague "8am-6pm" slots. At half past two I called them to ensure they were coming, only to find they weren't.

When I fill in the form, at their end, there is an email generated. This gets printed out and then re-input into another system. Except it hadn't been. The people I spoke to suggest that it was never printed or it got lost. This was why I had no actual appointment. This was why I hadn't had a call telling me which two hours my appointment would be in. I was chided for not calling when I didn't hear anything from them within 48 hours. I pointed out that I HAD heard from them, I had a booking reference and thought I had an appointment.

They seemed uninterested, and just kept trying to upsell the service I had requested. Instead of paying a one-off fee, I could buy a new warranty for only £14 per month. I did the maths and said no. They kept trying to sell it, but went quiet when I said that a washing machine that breaks down twice within five years without heavy use is not fit for purpose and I would get my money back some other way.

Eventually they booked me an appointment for two days after the phantom appointment. The man attended and promptly declared the issue to be a broken belt, then left because he didn't have the part in stock, after telling kayleighraven that it was a very common problem but we'd just have to be patient and might need to wait until Monday for the part to become available. So not only do we get a duff appointment, but then the guy who turns up isn't capable of fixing one of the most common issues with the model of machine he knew he would be examining, with an explanation of the issue?

Haven't heard any more from them, since. Not convinced that the randomised programme behaviour has anything whatsoever to do with the broken belt. Hoover have received an "I'm unhappy" letter. And I've wasted nearly three hours and fifteen quid getting some clothes clean and dry at a laundrette today. Colour me unimpressed.

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They do say that nothing sucks like a Hoover. Perhaps they've applied that maxim to their customer service, too.

There's sadly a long history of poor after-sales care from Hoover in the UK; I can remember seeing repeated segments on consumer rights programmes in the 90s.

He's only looking at part of the problem isn't he....

He can see the drum isn't emptying properly, so has assumed the belt is broken (which it may be), but hasn't been listening to what you're saying about the programming (because the customer is an idiot and knows nothing about how washing machines work)

Well the belt IS broken, he's waved it around at us. But yeah, that's not the whole story.

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