/ Home & Energy

Do you have a recalled Whirlpool washing machine? Here’s what to do

More than half a million washing machines are affected by the latest Whirlpool recall. Check if yours is one of them, and find out what to do next.

Update 29/04/2020

Whirlpool has recalled another 21 models of Hotpoint washing machines over safety concerns that have been identified in the door mechanism.  It’s thought around 55,000 households in the UK could have one of the models in this latest round of recalls.

The full list of affected models, including the most recently announced, can be found below so you can check if yours is one of them.

If your washing machine is affected, we’d like to hear from you about how quickly you’re able to arrange a repair or replacement, and how it’s being carried out under social distancing restrictions. Tell us below in the comments section.

Update 29/01/2020

Six weeks on from the announcement of the safety issue and three more Hotpoint washing machine models have been added to the recall – listed below.

We want to know how the recall is progressing for affected customers.  We’ve really appreciated hearing your feedback.

We want to find out if people’s cases are being resolved effectively. If you own a recalled Hotpoint or Indesit washing machine, take our survey and tell us about your experience of the recall.

Update 09/01/2020

Whirlpool’s recall of more than half a million fire-risk washing machines begins today.

Sue Davies, Which?’s Head of Consumer Protection said:

“It would clearly be unacceptable if customers were left for many months without adequate washing facilities in their homes, particularly when there is also no offer to cover consequential costs such as trips to the laundrette.

The company should do the right thing and offer customers a refund, so people can get fire-risk machines out of their homes and quickly find a suitable replacement.

There needs to be a full investigation about what Whirlpool knew about these machines and when. The government’s failing Office for Product Safety and Standards must also be replaced by an independent regulator with real powers to keep dangerous products out of people’s homes”

Do you agree with us that Whirlpool should offer a refund? Andy Slaughter MP does, and has started a petition asking Whirlpool to do the right thing.

Sign the Petition

Originally published 18/12/2019

Bought a Hotpoint or Indesit machine since 2014? You might need to stop using it. It’s been found that some have a faulty door which could cause a fire.

But with the Whirlpool website and customer care line experiencing technical difficulties, many people have been finding it hard to get the information they need.

We’ve put together this guide covering what you need to know.

How do I know if my washing machine is being recalled?

Check the model number on your machine and see if it’s one of the affected models listed below. You can find the model number inside the door, or on the back of the machine.

The company has said the problem is with Hotpoint and Indesit washing machines made between October 2014 and February 2018, but it’s worth checking regardless of when you bought yours.

These are the washing machine models affected:

Hotpoint models recalled

  • FML 742P UK
  • WMAOD 743G UK
  • WMAOD 743P UK
  • WMAQB 641P UK
  • WMAQB 721P UK
  • WMAQB 721P UK.M
  • WMAQB 741G UK
  • WMAQB 741P UK
  • WMAQC 641P UK.M
  • WMAQC 741G UK
  • WMAQC 741P UK
  • WMAQC 741P UK.M
  • WMAQF 621G UK
  • WMAQF 621P UK
  • WMAQF 621P UK.L
  • WMAQF 641G UK
  • WMAQF 641P UK
  • WMAQF 641P UK.M
  • WMAQF 721G UK
  • WMQF 721P UK
  • WMAQF 721P UK.M
  • WMAQG 641G UK
  • WMAQG 641P UK
  • WMAQG 721P UK
  • WMAQG 721P UK.M
  • WMAQG 741P UK.M
  • WMAQL 621G UK
  • WMAQL 621P UK
  • WMAQL 641P UK
  • WMAQL 721A UK
  • WMAQL 721P UK
  • WMAQL 721P UK.M
  • WMAQL 741G UK
  • WMAQL 741P UK
  • WMBF 742G UK
  • WMBF 742K UK
  • WMBF 742P UK
  • WMBF 742P UK.M
  • WMBF 763P UK
  • WMEF 722 BC UK
  • WMEF 742 P UK
  • WMEUF 722P UK
  • WMEUF 743G UK
  • WMEUF 743P UK
  • WMFG 741G UK
  • WMFG 741P UK
  • WMFG 741P UK.M
  • WMFUG 742 P UK.M
  • WMFUG 742G UK
  • WMFUG 742P UK
  • WMFUG 842P UK.M
  • WMJLF 842P UK
  • WMJLL 742P UK
  • WMSAQG 621G UK
  • WMSAQG 621P UK
  • WMXTF 742G UK
  • WMXTF 742K UK
  • WMXTF 742P UK
  • WMXTF 842P UK.M
  • WMYL 7151PS UK
  • WMAQC 641P UK
  • WMAQG 741P UK

Indesit models recalled

  • XWA 81252X K UK
  • XWA 81252X W UK
  • XWD 71452X K UK

If your washing machine is listed above, you should stop using it until you can confirm if it’s affected.

However, Whirlpool says to reduce the risk of fire, affected washing machines can still be used on a 20C setting. We think this is confusing advice, and we’re pressing for more information.

However, we have confirmed with a number of insurance companies that you’ll still be covered if your recalled machine starts a fire, as long as you follow Whirlpool’s advice.

Some insurers have told us you might not be covered if you knowingly ignore Whirlpool’s safety advice.

If you decide to carry on using your washing machine, stay at home while it’s running a cycle and don’t put it on overnight.

How do I get my washing machine replaced or fixed?

Whirlpool will start a repair and replacement scheme on January 9th 2020.

To get yours fixed or replaced, you’ll need to register on the Whirlpool website.

You can also call the Whirlpool customer service line on 0800 316 1442.

If you’ve already submitted your information, Whirlpool will be in touch with you soon.

How long will it take to get a repair or a replacement washing machine?

We don’t know yet, but it could take weeks or months for repairs to take place. If everyone follows the advice to stop using their washing machines, thousands will be unable to do their laundry over Christmas and New Year, or even longer.

For this reason, we’ll be pushing Whirlpool to also offer refunds in addition to the options of repair or replacement.

How do i know if the machine I’m offered is ‘like for like’?

If you’re offered for a ‘like for like’ replacement machine, it’s important that it’s suitable for your needs and is as close as possible to the specifications of your original washing machine.

In deciding what is suitable it’s important you consider the following specifications:

  • Capacity (drum size)
  • Spin speed
  • Machine colour
  • Energy rating

And, importantly, that the dimensions of the replacement machine is appropriate for the space in your home.

Will I be able to get any costs covered?

We’d like to see Whirlpool offer reimbursement of any out-of-pocket expenses caused by this recall. For example, the cost of removing and replacing fixed appliances in fitted kitchens.

If the recall results in you paying out, keep your receipts just in case there’s a chance to claim these costs back in the future.

We’ll be updating this post as we get more information on the recall, and how repairs and replacements will be rolled out.

Do you have a recalled model? Has Whirlpool arranged a repair or replacement for you yet? 

We want to know how the experience has been for you.  Fill in our survey below: 

(Viewing this on mobile? Take the survey in full screen mode instead)

Create your own user feedback survey

Tell us more about how you’ve been affected below.

Comments
Elisabeth Hawkins says:
10 August 2020

My whirlpool machine was replaced in February 2020 – no problems except the new machine didn’t have a digital display.
Six months later and our replacement machine started making a very loud noise when spinning and produced smoke and a strong smell of burning from the drum! Obviously I don’t want to get another replacement from them as I don’t feel safe using their brand now. We have to wait a week for them to send someone to “check it over” and I have had to spend money on a replacement washing machine from a different manufacturer. Not happy!

Shirley Seekins says:
15 August 2020

I have been waiting since February 2020 for my machine to be replaced and I’m still waiting. Whirlpool sent the link to have the option of replacement or fixed I want a replacement but when you click on that option nothing happens. If you click on the fixed option it let’s you go further but that’s not the option I want it says I can have a replacement but nothing happens. I phoned whirlpool and they said its because they have run out of machines to offer and to keep trying on the link I’ve been trying for months and nothing is happening. What can I do

Kim Chouls says:
20 August 2020

for two years i was told my machine was not a danger and then at the end of May 2020 my machine was added to the list. Completed 3/6/2020, twice daily checks for 7kg machine to come up, weekly phone calls. to be told ‘not our problem there are no machines’ DONT CARE ATTITUDE by customer services. 12 weeks again told 2-4 weeks for machines to be in told this every week! Under consumer rights act 2015 23 (2a) do provide repair or replacement within a reasonable time and without significant inconvenience to the consumer.and 24(c) breach of requirement under 23 (2a) right to refund? Reasonable time and inconvenience decreed by nature of goods and purpose for which the goods are required. Mine is required to wash my front line workers clothing daily at 60 degrees, meaning that i should be protected by the consumer goods act. According to Whirlpool in writing today they have no 7kg machines either, Whirlpool, Hotpoint or Indesit, in the whole of the UK to replace machines with, but they are still available to purchase from Argos, AO and Curry’s today on 48 hr delivery so someone is still able to manufacture and provide these machines to suppliers to sell. Under section 14 of the sales of goods act states that the goods must be safe and fit for purpose, this is not the case.

What is the point of this legislation if consumers are not supported against these massive corporations, with them being brought to law to address this fiasco. You contact customers services who refuse to give details of the company head office, managing director, CEO, no emails to contact customer services so there is a paper trail.

Which? what can we do?????

Sarah says:
25 August 2020

I am discussed with the service I have experienced with whirlpool customer service. I registered in June for a replacement black 7 kg washer to be told 14 days when 14 days came and I hadn’t heard anything I contacted customer service to be told they will email me with a date as they are now out of stock or I could have a white replacement which I refused as this wouldn’t match what I have in my kitchen and I paid extra for a black machine and said why should I be out of pocket. I have been phoning them every week to be told no stock when I asked what the complaint procedure was I was told you can’t complain about the recall which is a joke. I asked to speak to a team leader and manager to be told they don’t take calls I asked for an email address as the one I have they have stopped responding too, to be told only one person is answering the emails and if it’s not important they don’t respond. I was told I could make a complaint to customer service by calling back pressing option 2 which I did to be told we don’t deal with complaints you have to write in but she didn’t know the address to write to. What a JOKE of a company they should be ashamed how they treat customers. I am a disabled mum of 2 and we have a lot of washing and I can’t continue to use the laundrette as it’s too expensive.

J Hogg says:
1 September 2020

I have had a similar issue to you . Every time I call they say no stock , when I ask for a manager they say the managers dont take calls – I asked what the managers are doing the guy said other stuff. More likely hiding from irate customers. I have a toddler that lives with me and I have nowhere to take my washing. I am at the point of surrendering and buying a new one myself . I’m totally disgusted with Whirlpool. I’ve been waiting since March for my replacement .

David Edwards says:
1 September 2020

We have had Hotpoint washing machines since our twin tub in 1969 each one (until now) has been brilliant and lasted for years.
We have been waiting for a one for one replacement since February with no joy .
last week we finally gave up and I (eventually) got through on the telephone and said that we would accept any replacement as we are both disabled, and need our bedding washed at the right temperature to remove the chance of cross infection. Only to be told that the only machine they had was an ‘Indeset’ I said “OK that’ll have to do” the astounding reply was ” the only trouble is we haven’t any available in your area” I came back with “we have family in North Wales and the North Midlands who will bring one up if there are any in there” only to be told “WE HAVEN’T ANY IN THOSE AREAS EITHER”
What on earth is happening , come on Which? do something about it we pay over £120 a year to receive advice and help from you yet this must be one of the biggest, most expensive and potentially dangerous matter there has been for many years. Get your finger out and help us!

I’d like to see the current information on how many consumers are waiting to have their Indesit dryer repaired, replaced or refunded and how many are still waiting for their Whirlpool and Hotpoint washing machines to be dealt with. The OPSS website is not very helpful. Perhaps Which?know?

@gmartin, hello George. Is any current information available please?

Morning Malcolm, the most recent update on the recall can be found here: https://www.gov.uk/government/news/whirlpool-washing-machine-recall-update

Here’s what the team has told me:

We do not have the exact numbers, but they say that 26,271 people have been identified as having an affected machine that hasn’t yet been resolved – this doesn’t necessarily mean they’re ‘waiting’, as they may have registered and then not chosen a new machine for example.

42.1% of the estimated 590,000 washing machines potentially affected by the safety issue have been registered. This is much higher than the average recall success rate of 10-20%, but still shows there’s clearly a long way to go.

It’s a similar story for tumble dryers. The lates update for those is here: https://www.gov.uk/government/news/update-on-whirlpool-tumble-dryer-recall-progress

@gmartin, Thanks George. The washing machine recall shows the overall picture and, as you say, shows nearly 60% of affected machines have not been registered for remedy. So a huge fire safety problem potentially out there.

This surely shows we have no effective system of dealing with such problems by recall. No suitable system exists. So should Which? not be pushing as hard as it can to get a proper recall system established by government? Proposals have been made many times in Convos as to how this might be achieved.

There seems to be no overall picture for the number of people still waiting to have their tumble dryers remedied. And that has being going on for 5 years now. Can Which? look at this and resurrect their campaign to get Whirlpool to resolve them if, as seems likely, a substantial number are outstanding.

There was considerable hype about repaired machines catching fire. There is also, presumably, a large number of “unsafe” original machines still not registered and still in operation. No reports though about fires caused by any of these. Have we lost interest or was (and is) the danger not as great as was suggested?

@lmerryweather – Hi Lauren – Please can we have an update with advice for David and others who are still waiting to have their problems resolved.

S. C. says:
4 September 2020

After five months of constant ” We will send you replacement machine as soon as we have one available”. the replacement arrived today. Not the Hotpoint 7 kg expected but an Indesit 8kg . The notice saying that it was going to be a different machine arrived in my inbox last night, too late to query the “replacement”. It arrived this morning – too big to fit into the space for the washing machine and I had to reject it. Now I seem to be back onto the interminable loop of “We will send you a replacement washing machine as soon as we have one available”. NOT GOOD ENOUGH WHIRLPOOL……

Susan Gail Stone says:
7 September 2020

I’m still waiting to have my washing machine replaced. I contacted Whirlpool at the end of April and my washing machine is one that cannot be repaired and has to be replaced. They have offered me an Indesit washing machine which is an 8kg instead of a 7kg Hotpoint. The Indesit is 3 inches deeper and will stick out too far into my kitchen walkway, so I have to wait until they have a Hotpoint in stock. This is proving difficult because of the COVID19 and they apparently are having difficulties because these washing machines are manufactured in Turkey and Italy so I am stuck waiting with no washing machine. I have spent the summer washing by hand and hanging out dripping wet washing but now winter is approaching and I am somewhat dreading it. I feel a bit fed up now because although there is only me and the dog to wash for and I am retired I don’t know what the answer is. I bought this machine when my husband was alive in 2017 and I don’t feel like having to buy another one so soon.

Jane Henderson says:
8 September 2020

I was informed by Whirlpool in writing in August 2020 that my Hotpoint 7kg washing machine was a fire risk (letters in red) and that I needed to register for a replacement as part of nationwide recall. The registration did not work, customer services tell me there are no replacement machines available and it is best not to use my machine. They can not tell me if or when a replacement will be available. Customer complaints do not take phone calls or email. I presume that post is their preference as that is most easily ignored. I would love to know my consumer rights on this as it is totally wrong and arguably negligent, dangerous and theft.

Tom Smith says:
11 September 2020

Waiting more than 5 months for a replacement and to have the new machine fitted. Nothing further has happened sine at least March. Despite it saying it would be exchange and soon and the new machine fitted. Appears letters from Whirlpool are not worth the paper they are written on. Be interested to see what other excuse they can come up with. Pity we could not get our money refunded and buy a new machine of a different maker.

Danielle Josh says:
16 September 2020

We are so disgusted with Whirlpool. We have been waiting for a replacement washing machine for over 6 months now. We telephone every week to be told the same thing that our replacement Black 7kg washing machine is still out of stock, however we could have it in white. We purchased it in black to match our kitchen so why should we be out of pocket by accepting a white one which is cheaper. We have asked if we could pay the difference for a different black washing machine but that is not allowed, we have asked for a refund so we can purchase a black washing machine elsewhere, but that is not allowed! This is absolutely ridiculous! Surely they can’t continue to get away with this?

Hi Danielle – Do you remember that Jeff Noel of Whirlpool promised a ‘like for like free replacement’. Whirlpool has withdrawn this promise but this video can still be found here: https://www.express.co.uk/videos/6116449577001/Whirlpool-boss-Jeff-Noel-apologies-for-Christmas-recall

In your position I would take the new replacement machine, ask for it not to be unpacked, and try to sell it. There are better quality washing machines available from other companies.

I have been waiting for 6 months. I’m disgusted with their customer service. I genuinely believe that they think if they tell you there is nothing You can do you will just buy another machine.

R.Peters says:
30 September 2020

I registered our Hotpoint 7kg washing machine, in December 2019. Message came to say not one of affected. Got letters advising about recall. Went on to website again, came up not affected. After more letters and a visit from one of our sons, he said his machine had been replaced and it was same model as ours. So phone number on recall letters, and got a very helpful person who asked for model and serial number, then said got machine and describe to door latch. Yes he said your machine IS affected, gave me a reference number, but said sorry no direct replacement available at present, but offered 8kg Indersit which is too large for space in kitchen. Subsequent message made same offer. Phoned several times over last three months to be told each time no machines available but delivery due. Last phone call yesterday, still no machines available, got told no point in keeping phoning, as I had registered with an e.mail address, I would need to keep checking to see when machine became available. It was MY responsibility to follow up situation NOT Whirlpool/Hotpoint’s job to contact me. Customer service, whose kidding who.

Angela Burnett says:
1 October 2020

I’ve been waiting for a replacement washing machine since beginning of June and nothing. Keep getting told 4 weeks, 2 weeks, 2 weeks, at one point got told it may be on a crate at a dock. Offered me an 8kg but too big for my kitchen. Such terrible timing with covid and I’m an essential worker (washing at 20 will not kill the virus) , a family of 6 . I’ve been very patient, last saturday got told 2 weeks ……..again. I can only live in hope but thats dwindling.

sue brownfield says:
18 October 2020

I am disgusted with customer service from Whirlpool/hotpoint. I have been waiting since March for a replacement and have been fobbed off with different excuses – no production due to Covid; machines have to come from Turkey; no machines in stock. In my household I have a frontline worker and my son has a disability both of which mean I rely heavily on an efficient washing machine. During one phone call I was told if I was not satisfied to write to customer services, which I did. What a waste of time – they didn’t answer any of my concerns just reiterated that there were no machines available.
Where do we go from here??????