Hotpoint Aquarius Ultima WD31 Review

Overall Rating

None

Customer service
Quality of machines
Refund policies

I bought a Hotpoint Aquariaus Ultima WD31 washing machine 4 years ago, and the drum went, so instead of getting an engineer to repair it, I decided I should really purchase a new one. I ordered the new machine, and was advised that it would be delivered 4 days later, and that for £25 they would remove and trash the old machine.

Delivery day arrived. I took the day off work and sat in and waited for the Hotpoint lorry to arrive. A little after 11am the lorry pulled up outside. They took my old machine and installed the new Aquarius. The engineer tested it and said "it's a duff one like most of these machines". He proceeded to pack up the new machine and reload it on to the lorry and drove off. I am now without a machine.

I telephoned the customer service department and was informed that I would have to wait an additional 2 weeks for a replacement machine, and I would have to pay the delivery charge again. No way, I want a refund. I was then informed that I would still have to pay the delivery charge, so they would send me a cheque for the full amount minus the delivery charge. I tried explaining again that I technically have not had the machine delivered, so why be charged the penalty? To which they replied life is unfair, and that my cheque would be issued within the next 28 days.

So there you have it.