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Affected Hotpoint Tumble Dryer...what Would You Do Honestly ?
26 Answers
We have one of the affected Tumble dryers that have been causing fires in homes across the country. This has kind of scared me a little. We bought ours in November 2014 and haven't had a problem with it. I always clean out the filter pocket after every drying session, empty the water container, and I wash out the condenser unit once every month or two. It wasn't a cheap model (Hotpoint Ultima TCUD97B6PM 9kg).
We've been contacted to say that an engineer would be out to us in April. But we have also been offered an inferior model to ours for an extra £99!! We are not sure to take them up on that offer bearing in mind we haven't had a single problem with this one but I'm in two minds, it's the 'what if....' That is bothering me and 'why fix what's not broken?!'
Has anyone else accepted the new model (Hotpoint TDWSF83BEP 8kg condenser - which I can't find on the internet except www.the-ols.co.uk) If so, is it a good machine?
How do we know there isn't a problem with this model and we are jumping from the pan and into the fire as to say?
Any help would be appreciated and sorry if this has been posted already (I couldn't find anything on here)
Thanks,
Lisa
We've been contacted to say that an engineer would be out to us in April. But we have also been offered an inferior model to ours for an extra £99!! We are not sure to take them up on that offer bearing in mind we haven't had a single problem with this one but I'm in two minds, it's the 'what if....' That is bothering me and 'why fix what's not broken?!'
Has anyone else accepted the new model (Hotpoint TDWSF83BEP 8kg condenser - which I can't find on the internet except www.the-ols.co.uk) If so, is it a good machine?
How do we know there isn't a problem with this model and we are jumping from the pan and into the fire as to say?
Any help would be appreciated and sorry if this has been posted already (I couldn't find anything on here)
Thanks,
Lisa
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In the same boat as you. I reported my model no and it was confirmed it was on the recall list by Hotpoint.I was told only a week ago by e-mail that an engineer would get round to me also in April.I was also offered the alternative. This is a deliberate ploy,imo,to offload this newer model. Probably cheaper for them to sell them for the offer price than send engineers to carry out the remedial fix on all those which are defective.
I have had other trouble ,from new,with my Indesit i.e heater elements burning out and thermostat defective so I took out an insurance for it. If they won't send an engineer soon to fix the design fault I may insist that the insurance pledge be honoured. New replacement if unable to repair the old.
I clean the fluff filter after every operation and empty the water condenser box. I still use it in inclement weather but I might just say I am scared to use it because of the fire risk and claim a new one anyway for being without it for too long. I think there is a sales scam here and Hotpoint are trying to make a few bob from a faulty product.I believe they are deliberately keeping customers waiting in order for the customers to pay up out of desperation. I bet no one has had their dryer fixed before or after Christmas.
I have had other trouble ,from new,with my Indesit i.e heater elements burning out and thermostat defective so I took out an insurance for it. If they won't send an engineer soon to fix the design fault I may insist that the insurance pledge be honoured. New replacement if unable to repair the old.
I clean the fluff filter after every operation and empty the water condenser box. I still use it in inclement weather but I might just say I am scared to use it because of the fire risk and claim a new one anyway for being without it for too long. I think there is a sales scam here and Hotpoint are trying to make a few bob from a faulty product.I believe they are deliberately keeping customers waiting in order for the customers to pay up out of desperation. I bet no one has had their dryer fixed before or after Christmas.
Certainly DON'T pay out for a replacement - if your model is faulty it should by law be replaced by an equivalent without cost to you.
This offer seems like an escape clause from the supplier should it be hit with a fire claim (i.e. "we can't be blamed, we offered an alternative") - I don't know how this would stand up in law.
I think I would hang on until I heard what the engineer had to say.
This offer seems like an escape clause from the supplier should it be hit with a fire claim (i.e. "we can't be blamed, we offered an alternative") - I don't know how this would stand up in law.
I think I would hang on until I heard what the engineer had to say.
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
//Thank you for registering your tumble dryer to be modified to improve its safety and quality performance. The safety of our customers is our number one priority and every customer matters to us. Therefore, the necessary modifications will be made on a first-registered, first-served basis.
While we cannot provide a definite revised modification date at this time, we are making every effort to have your tumble dryer scheduled for modification as soon as possible. We apologise for this inconvenience and we thank you for your patience.
Click here for your estimated repair date
Your status is updated regularly so please keep this email for reference.
We remind you that while you wait for the necessary repairs to be made, you can still continue to use your dryer as normal, provided that you take the following sensible precautions:
Do not leave the dryer unattended when in operation (i.e. do not leave the house or leave the dryer on whilst asleep)
To ensure any excess fluff is removed after each use, make sure you follow the guidelines for proper cleaning and maintenance as outlined in your user manual. You can also view a simple video on cleaning your dryer, by clicking either Vented Dryer or Condenser Dryer.
If the necessary modifications to your tumble dryer have already been made by one of our engineers or if your dryer has a green sticker on the back, please disregard this message.
Best regards
Hotpoint Service Team//
//Thank you for registering your tumble dryer to be modified to improve its safety and quality performance. The safety of our customers is our number one priority and every customer matters to us. Therefore, the necessary modifications will be made on a first-registered, first-served basis.
While we cannot provide a definite revised modification date at this time, we are making every effort to have your tumble dryer scheduled for modification as soon as possible. We apologise for this inconvenience and we thank you for your patience.
Click here for your estimated repair date
Your status is updated regularly so please keep this email for reference.
We remind you that while you wait for the necessary repairs to be made, you can still continue to use your dryer as normal, provided that you take the following sensible precautions:
Do not leave the dryer unattended when in operation (i.e. do not leave the house or leave the dryer on whilst asleep)
To ensure any excess fluff is removed after each use, make sure you follow the guidelines for proper cleaning and maintenance as outlined in your user manual. You can also view a simple video on cleaning your dryer, by clicking either Vented Dryer or Condenser Dryer.
If the necessary modifications to your tumble dryer have already been made by one of our engineers or if your dryer has a green sticker on the back, please disregard this message.
Best regards
Hotpoint Service Team//
Thanks for your replies... I got the exact same email retrocop. My husband is all for getting a new appliance but I'm not so sure as I, like you retrocop am wary that this is a marketing ploy, maybe they want to make a quick buck before closing down or something? I don't see why I should have to pay yet another £99 for an inferior model when I haven't had a problem with the one I have got!
I will show these answers to my husband later...
I will show these answers to my husband later...
I was listening to something on the radio earlier today. Apparently the problem isn't confined to one particular brand, but is caused, as has been said, by people not clearing the fluff from the filter. The advice was to clean the filter regularly and when using the machine, not to leave it unattended.
We have one of the affected machines and after giving the serial number a visit was arranged for 23rd Dec. Engineer stripped down machine to find that ours had a flat backed drum but he did not carry that sort of drum as a spare so had to order one. Part ordered and machine upgraded on 20th January. They had the serial number so presumably knew the machine specification!
Last August our Hotpoint washing machine which we had purchased in the previous January developed a fault covered by guarantee. Engineer diagnosed a faulty circuit board but said that because the machine was such a new model he didn't carry spares and would have to order one. Again there was almost a month delay before the machine was repaired.
A particular annoyance was the fact that for each visit (4 in total) we could only be given a date with a 7-15am to 6-00pm slot, not even an indication of morning or afternoon except that we could ask for the times of the 'school run' to be avoided. It seems that as far as Hotpoint are concerned it is 'The Computer says.....'
After our dryer had been fixed I decided to have a moan and to let them know that I would be unlikely to consider Hotpoint again due to machine reliability and customer service issues. As the mail address I used turned out to be not monitored I received an alternative mail address for the service centre at Whirlpool so forwarded my mail to this. I subsequently had a phone call from a someone at the Indesit service centre who could not have been more helpful and my grievances were fully appreciated.
Even though my dryer had already been repaired, because of the inconveniences I had experienced in so short a time I was offered a choice of three new machines all with an extra 2 years guarantee (one of which was the 9kg condensing model TCFS 93 BGP), or, removal of my old machine and refund of it's original purchase price. By this time we felt enough was enough and decided to stick with the upgraded machine as we use a dryer so infrequently.
We were told by one engineer the estimated number of machines to be rectified so I suspect that is why they are offering replacements as the time scale for so many visits may be considered unacceptable in view of the safety issue.
I do not see why you should have to pay anything towards a replacement machine and certainly not one of a lesser specification so I can only suggest that you dig your heels in until you get an acceptable offer of an equivalent machine at no cost to yourselves or an earlier date to adapt your machine.
Could you go back to the retailer on the basis that they have sold you a machine which is now know to be dangerous but that you feel that you are not being treated fairly by Hotpoint and see what happens there?
Last August our Hotpoint washing machine which we had purchased in the previous January developed a fault covered by guarantee. Engineer diagnosed a faulty circuit board but said that because the machine was such a new model he didn't carry spares and would have to order one. Again there was almost a month delay before the machine was repaired.
A particular annoyance was the fact that for each visit (4 in total) we could only be given a date with a 7-15am to 6-00pm slot, not even an indication of morning or afternoon except that we could ask for the times of the 'school run' to be avoided. It seems that as far as Hotpoint are concerned it is 'The Computer says.....'
After our dryer had been fixed I decided to have a moan and to let them know that I would be unlikely to consider Hotpoint again due to machine reliability and customer service issues. As the mail address I used turned out to be not monitored I received an alternative mail address for the service centre at Whirlpool so forwarded my mail to this. I subsequently had a phone call from a someone at the Indesit service centre who could not have been more helpful and my grievances were fully appreciated.
Even though my dryer had already been repaired, because of the inconveniences I had experienced in so short a time I was offered a choice of three new machines all with an extra 2 years guarantee (one of which was the 9kg condensing model TCFS 93 BGP), or, removal of my old machine and refund of it's original purchase price. By this time we felt enough was enough and decided to stick with the upgraded machine as we use a dryer so infrequently.
We were told by one engineer the estimated number of machines to be rectified so I suspect that is why they are offering replacements as the time scale for so many visits may be considered unacceptable in view of the safety issue.
I do not see why you should have to pay anything towards a replacement machine and certainly not one of a lesser specification so I can only suggest that you dig your heels in until you get an acceptable offer of an equivalent machine at no cost to yourselves or an earlier date to adapt your machine.
Could you go back to the retailer on the basis that they have sold you a machine which is now know to be dangerous but that you feel that you are not being treated fairly by Hotpoint and see what happens there?
Reading through a lot of the stuff on-line about this fault last night, it seems likely that this is a fundamental design fault. As such, it is not easy for the manufacturer to retrofit a solution in the field using technicians.
This is PROBABLY why Hotpoint are attempting to fob people off with another machine (which may or may not be as good).
The fault appears to be that the heating element is designed as too near the fluff collecting filters, and overflowing fluff can then escape and touch the heating elements, catching fire. The margin for error (that should have been made in design) is thus small, if users don't keep the filter very free of collecting fluff. Now we all know that the rate of fluff accumulation varies according to what being dried - a brand new towel being one of the worst.
The solution appears to be to fit some sort of baffle between element and fluff collecting area.
Hotpoint seem to be trying to keep a lid on a simmering pot that may well get worse before it gets better. Personally I would decline a new inferior machine and hold out for a repair, but only ever use the machine under close supervision. A real pain, I appreciate.
This is PROBABLY why Hotpoint are attempting to fob people off with another machine (which may or may not be as good).
The fault appears to be that the heating element is designed as too near the fluff collecting filters, and overflowing fluff can then escape and touch the heating elements, catching fire. The margin for error (that should have been made in design) is thus small, if users don't keep the filter very free of collecting fluff. Now we all know that the rate of fluff accumulation varies according to what being dried - a brand new towel being one of the worst.
The solution appears to be to fit some sort of baffle between element and fluff collecting area.
Hotpoint seem to be trying to keep a lid on a simmering pot that may well get worse before it gets better. Personally I would decline a new inferior machine and hold out for a repair, but only ever use the machine under close supervision. A real pain, I appreciate.
A tumble dryer blowing a fuse is a sure sign that one of the safety systems built into design is working properly - so it shouldn't be frightening - more a sign to look for the fault causing it.
I agree with Hopkirk - not using a machine on the list is the best bet - bide one's time until Hotpoint comes up with the retrofit. But for many families, living without a TD doesn't seem to be regarded as an option these days (sighs and remembers the 1950s washday Mondays).
I agree with Hopkirk - not using a machine on the list is the best bet - bide one's time until Hotpoint comes up with the retrofit. But for many families, living without a TD doesn't seem to be regarded as an option these days (sighs and remembers the 1950s washday Mondays).
Your machine is still fairly new. In your situation I would wait for the repair or insist on a free replacement of similar quality. We did opt for the replacement, but our old dryer was 7 years old and a very basic model. We were offered a replacement for £59 including fitting. The replacement is a similar model with the benefit of a year's guarantee and was fitted within a couple of weeks of our accepting the offer so we are reasonably happy. However, there is no doubt that this is a deliberate marketing ploy by Hotpoint to offload surplus stock and possibly even a cheaper option for them than paying their engineers to carry out repairs. Hope you get sorted soon.
I also have an affected dryer. The fault was reported in Nov I'm now being told I have to wait until May for the repair. I have also been offered a new dryer TDWSF83BEP for £99 but I can only find it on Amazon so don't know if its a good machine or not. I feel really annoyed that I have to pay £99 as my other machine is working fine but as I have children in the house and need a safe dryer I don't feel like I have much choice
I believe they are trying to charge you for a new machine as a get out they should be replacing your machine free of charge or modify the dryer that you already have.
I was a fire officer for 34 years and in my experience if every body did what you do and always keep your machine free from the fluff that occurs during drying you should not have any problems,also you sound like a sensible person but never leave the house when your dryer is working
I was a fire officer for 34 years and in my experience if every body did what you do and always keep your machine free from the fluff that occurs during drying you should not have any problems,also you sound like a sensible person but never leave the house when your dryer is working
I opted for the vented drier because my old one is quite old. I had an email to say that the new one would arrive today. I have waited in all day and nothing! I am concerned on two counts: 1) have I thrown away £59? 2) if it is a genuine offer, do I have to waste another full day waiting for a machine which does not appear? How can we be treated like this? Where did customer service go?
I don't know if they have put the wrong model number or the wrong pic, but from the pic and description I have found the new dryer under model number ''TDWSF83BEP ''... I am considering it because I have a lesser dryer than that one, and the offer for a condenser dryer for only £99 is appealing to me. Esp since they said my repair wouldn't be until October! Since you have a better dryer AND your repair is in April personally I would just wait. Obviously it is your choice on if you think it's safe or not, but for me if I had a better dryer and it had worked fine for over a year I would probably hold on to it. Good luck.
Having received a safety notice letter from Hotpoint on 20th February my 96 year old Mother asked me to check about her tumble dryer model on the Hotpoint website. I registered her affected dryer on 21st February and have just had an email to inform us that the engineer will be coming to complete the modifications to her tumble dryer in January 2017!
At least 10 months before "the necessary modifications will be made on the first-registered, first-served basis" with no lee-way made for age or infirmity.
I begrudge paying out another £99 for an inferior machine, but dare not leave my Mother with a potential fire hazard in her house.
At least 10 months before "the necessary modifications will be made on the first-registered, first-served basis" with no lee-way made for age or infirmity.
I begrudge paying out another £99 for an inferior machine, but dare not leave my Mother with a potential fire hazard in her house.
The replacement machine appears to be fine (just had mine delivered yesterday). Not as nice as my last one but I'm more concerned with safety and don't want to wait until August for a repair.
Whether you are charged the £99 depends on the age of your current dryer. Mine was over 3 years old so I had to pay! Not a perfect solution but definitely better than using a recalled machine or paying full price for a new one.
Whether you are charged the £99 depends on the age of your current dryer. Mine was over 3 years old so I had to pay! Not a perfect solution but definitely better than using a recalled machine or paying full price for a new one.
Update on my Mothers tumble dryer - she decided that she didn't want to wait 10 months for an engineer and wanted to order a replacement tumble dryer on the £99 offer.
All well and good - I ordered the machine she had picked on Thursday night, which was the Hotpoint TDWSF83BEP RRP £299. But on Friday night when I picked up my emails I have an email confirming payment for a Hotpoint TCHL73BRP which is a smaller machine with a RRP of £239. I tried the contact phone number on the confirmation email, but the office is only open Monday to Friday. Phone calls to the Hotpoint helpline are no good as it seems that as soon as your payment goes through they have washed their hands of you! I have been informed that it is up to me to contact the delivery company on Monday morning to try an correct the order and prevent the delivery of the wrong machine to my Mother.
Definately not a happy bunny - is this an honest mistake? Or an attempt to shift smaller and cheaper machines in the hope that most people would accept delivery without noticing.
All well and good - I ordered the machine she had picked on Thursday night, which was the Hotpoint TDWSF83BEP RRP £299. But on Friday night when I picked up my emails I have an email confirming payment for a Hotpoint TCHL73BRP which is a smaller machine with a RRP of £239. I tried the contact phone number on the confirmation email, but the office is only open Monday to Friday. Phone calls to the Hotpoint helpline are no good as it seems that as soon as your payment goes through they have washed their hands of you! I have been informed that it is up to me to contact the delivery company on Monday morning to try an correct the order and prevent the delivery of the wrong machine to my Mother.
Definately not a happy bunny - is this an honest mistake? Or an attempt to shift smaller and cheaper machines in the hope that most people would accept delivery without noticing.
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