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Voice of the Customer

MPs have called on Whirlpool to offer refunds or “swift compensation” as it recalls 519,000 washing machines. A cross-party group on consumer protection said customers had been “severely let down” owing to the delay until machines are fixed or replaced.

The former head of the Commons Business Committee has also demanded the company give refunds to those who want them.

But the company said its priority was to ensure potentially dangerous appliances were removed from homes.

About 20% of the Hotpoint and Indesit washing machines sold since 2014 are affected by a safety fault. Up to 519,000 washing machines sold in the UK need to be recalled, a process that will start in early January.

79% fires are thought to have been caused by an overheating door locking system, a fault which develops over time, according to Whirlpool, which owns the brands.

Yvonne Fovargue MP, who chaired the Consumer Protection All Party Parliamentary Group (APPG) in the last Parliament and Carolyn Harris MP, who chaired the Electrical Safety APPG in the last Parliament, said that Whirlpool appeared to have learned little from its handling of a safety problem regarding tumble dryers,

“Whirlpool’s advice to affected customers simply not to use the machines until repaired or replaced is wholly inadequate, particularly in the busy holiday period when families are at home,” said Ms Fovargue.

“It appears that once again customer trust is being abused and eroded. Whirlpool should swiftly compensate customers who have been severely let down.”

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