/ 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 29/01/2020

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 721P UK.M
  • WMAQC 641P UK.M
  • WMAQC 741G UK
  • WMAQC 741P UK
  • WMAQC 741P UK.M
  • WMAQF 621G UK
  • WMAQF 621P UK
  • WMAQF 641 P UK.M
  • WMAQF 721G UK
  • WMAQF 721P UK.M
  • WMAQL 621G 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 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 621P UK
  • WMXTF 742G UK
  • WMXTF 742K UK
  • WMXTF 742P UK
  • WMXTF 842P UK.M
  • WMYL 7151PS UK

Hotpoint models added to the recall on 29 January 2020

  • WMAQC 641P UK
  • WMAQG 741P UK
  • WMFG 741G 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
Hugh Fraser says:
10 February 2020

We were offered a LIKE for LIKE replacement washing machine. Photo was different from one we had & we assumed it was latest model replacing one we had. When replacement was delivered & installed, machine was obviously an inferior one to what we had. Program no’s & indicator for program select difficult to identify. Checking our old machine (which was only 2 years old) was still on sale on line & in stores. Phoned Hotpoint but got passed from pillar to post, cut off when being transferred, they could not deal with my complaint & when I finally spoke to someone I thought was going to help, said we had a superior machine to our old one (then why a £100 difference in current price) & to try the Hotpoint chat line & they might be able to help (aye right. Get passed from pillar to post again) Anybody had same problem & got it resolved?

Well reading this thread it seems that we are one of the lucky ones who have received a replacement, or so we thought! We have had the same issues where we have been speaking to Whirlpool and then it gets cut-off mid-sentence etc. I really don’t know why they don’t have a system where you can just give themm your reference number, Name and postcode and they can call up your details…….even something that mentions previous calls would be good. If you do get an email or phone call from Whirlpool regarding your replacement PLEASE CHECK IT OUT BEFORE THEY DELIVER IT as the one we received was bigger than the original one and interferes with our dishwasher which is at a 45 degree angle to the washing machine. I cannot open the Dishwasher now 🙁 When I called Whirlpool they asked why I had ordered the one I received and I quickly told them that I had no choice and Whirlpool had chosen it! It seems that I had a 7kg machine previously and the new one was a 8kg. When I checked the specifications, the new one was 9cm deeper. Whirlpool said that I should have checked the specifications on the Curry’s website. That would have been easy if Curry’s actually sell the product! I have since found out that Whirlpool are sending the new machines to Curry’s and AO for them to deliver them so don’t contact these companies about your product as they are just the logistical part of the problem. I have spent most of this morning trying to sort this out as the new machine doesn’t fit. I have now been told that my complaint has been escalated and someone will be in touch within 5 days……………..

We received a letter in January about the product recall.
I signed up on the website and waited for them to contact us.
I have since received two emails with links to the same page, offering to replace our current washing machine (Model: WMFUG 842P UK.M) with a replacement washing machine (Model: BWA81483XW).
This replacement washing machine is the same in terms of capacity (8kg), spin speed (1400rpm), machine colour (white), height ( and is superior in terms of Energy rating (A++ vs A+++).
However, it is inferior to our current machine as it does not have an LED screen to display the information, most important of which is the remaining time, which my elderly mother finds very useful.
I contacted Whirlpool over the phone, who advised me to keep refreshing the link to the replacement washing machine every hour, as they will be getting more in stock and I may get the option for one which better suits our needs. Quite disappointed with this response, it’s as if they just don’t understand their customers. We got that washing machine because it had everything we wanted including the LED screen, why now offer us a replacement that doesn’t match exactly?

They have over half a million units to replace. They are producing multiple models of new units all the time and the website shows the availablity of each model that supposedly matches your existing product as and when it becomes available. The only model that exactly matches what you already have is another one of the exact same model, but they may not make that one any more. There will be multiple new models that will be deemed to match over time. They cannot know exactly which features on your existing model are essential and which could be amended slightly and still be acceptable. I am not sure how they could do things differently, especially considering the vast size of the ongoing logistical operation.

ms Pole says:
20 February 2020

mine also was recalled received a e-mail showing what was supposed to be like for like replacement and as you said the only things that was the same was colour and kg also read reviews on the model and are not good.
I rang the customer service to say that i’m not accepting it and is there any more he said that’s all they have and just check your e-mail (Basically he didn’t know anything)
I think these are the models that they cant sell the one offered to me is only £199.

sue p says:
27 February 2020

same here keep refreshing still showing same one now been told can book a repair when told before has to be removed Whirlpool customer services keep saying different things now it’s not like for like just a replacement

Same here one offered basic one told to keep refreshing page nothing else being offered now been told will repair only trouble is time slots 7.15-1pm or 7.15 – 8pm Monday to Friday only so that means I lose money from being of work and it’s not my fault no thanks just give a refund like they have with someone else 🤷‍♀️

@lmerryweather, Hello Lauren, on 31st Jan I asked for Which? to comment on why the refund requirement in the Customer Rights Act 2015 should not be implemented, in view of the significant inconvenience being caused to owners. The Act says:
”23 Right to repair or replacement
(2) If the consumer requires the trader to repair or replace the goods, the trader must—
(a) do so within a reasonable time and without significant inconvenience to the consumer,
24 Right to price reduction or final right to reject
(c) the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.”

You replied 4th Feb “I would definitely encourage anyone who is still experiencing problems or delays with their washing machine replacement to ask Whirlpool for a refund on this basis though – it can’t hurt to ask.

I replied ”How long should lack of repair or replacement go on before enough is enough? Dryers went on for months, possibly years. I think consumers would look to Which? to act on their behalf – unless there is some legal reason why it is not possible.”.

Have all the repairs, replacements and refunds now been dealt with? If not, surely on such a point of law Which? can tell us if it cannot take action, why not. We look to Which? to act on behalf of consumers and here we have had up to half a million who seem to be suffering unreasonable delays and inconvenience with the law seemingly clearcut in their favour.

Thanks Lauren. Luckily I have a Bosch w/m (and a Zanussi tumble drier). I am just concerned at how the CRA can be used to help consumers. Could you explain why Which? seem to avoid recommending using the legal redress I point to above? Is it not applicable for some reason?

I asked a similar question when we had the Indesit dryer problem.We seem prepared to let consumers suffer great inconvenience while we wait on the convenience of Whirlpool. Why is that?

Incidentally the dryer issue seems to have dropped off radar. I’m sure it has not been concluded. Are Which?still keeping tabs on this? Will we be updated?

@lmerryweather, Hello Lauren. Do Which? have a response to my comment above about their right for a refund under the CRA?. https://conversation.which.co.uk/home-energy/whirlpool-washing-machine-recall-advice-questions/#comment-1587147

Do Which? know how the Whirlpool repair and replace programme is going – how many customers out of the 519 000 or so have been contacted and how many have received one of the remedies?

Kathryn Pearce says:
26 February 2020

Yes we were expecting a delivery yesterday when we phoned today kept being givern new no to phone

Brenda says:
14 February 2020

Registered my machine on 20th December last year. Having had numerous email and letters containing stickers to put on the offending machine ( I’ve know redecorated the kitchen with them…now where was that machine again….the whirlpool man is about to call in 20..??!!)
Also had the “managing director” from whirlpool call and organise a delivery date….which has actually past and surprise no replacement on the horizon. However 3/4 hour later another colleague of the managing director phoned to organise a delivery date….. Yes you’ve guessed it still no replacement received.
I’ve spoken with the registration, delivery, escalation, and of course “the man” himself….but still no machine. I’ve been told, having received a “unique registration number”, emails and letters that they didn’t have any contact details (pointed out they had been in touch) “oh emmh you are not on the system”…. ( gave them the unique registration number which they’d given me “oh yes”!!! I e had emails asking me to fill in all sorts of details which would enable me to place the order for a new machine but when I push the “place order” button I’m taken to a blank screen.
This week a lovely, understanding chappie who offered his apology and said “you’ve really been led astray and nobody should have to go through what you’ve been through….its just not acceptable”. Forgive me for having a tinsy wincy flicker of hope! It grew even more (I know I know!) when he proceeded to offer me a choice of delivery dates ( with a graphite machine which the day previous couldnt be organised for at least a fortnight as they were out of that colour. I said the previous day I’d take a white one….was nearly sucked down the phone at the callers intake of breath before informing me that she couldn’t over ride the system….she’d need to fill in a form. I said please just do that….no with a little more thought she realised she wasn’t able to do that either). Between this chappie and myself I took the first delivery date offered….he needed to let his boss know…..what rotten luck…..just on the last page of completing the transaction…the computer crashed. Can you believe what these guys have to put up with….I really felt for him😳😳. Anyway he advised me to phone back in 1/2 hour and it would ALL be sorted…….still waiting with patience rapidly diminishing.
I’ve been advised by consumer protection to go to the supplier of my machine and ask for money back. They have to give it back apparently and then THEY have the conversation(s) with whirlpool etc and I can go and purchase another washing machine…..probably not whirlpool/hot point or any others connected to that firm.
I hope anyone reading this can get their cash back too by doing this.

Carol Burns says:
14 February 2020

My washing machine has been recalled. I received the labels advising to not use use on washes exceeding 20 degrees. Useless to me as my work uniforms require a 60 degree wash. I have been in touch with the sales team I bought my machine from which has at least resulted in emails requesting further information. I want a washing machine ASAP! I have heard nothing since receiving the said labels. I don’t think I want a fix or replacement now. I feel I just don’t trust Whirlpool products after this ongoing saga. A refund would at least allow me to purchase a new machine and get on with my washing!

Mcqueen says:
17 February 2020

Finally whirlpool called me today. They asked for the colour of the door latch. I told them it was metal colour. They then told me my model was not affected! So, although the model number was, and still us, on their recall list, it seems it is not a fire risk after all! . Its a bit late to tell me this! Because of the supposed fire risk i decided not to risk it and bought a new machine. Not a hotpoint!

My old washing machine was recalled and when I went onto the website I was only given one option as the replacement. I naively thought this was an upgraded model but I can confirm on delivery it absolutely isn’t an upgrade. I’ve gone from being able to run a 90 degree 1 hour cycle to if ever I want to wash something over 40 degrees it’s going to take 225 minutes!! Hardly economical!
I called Whirlpool to express my dissatisfaction and they just said there is nothing they can do.
Awful replacement and awful aftercare.

There has been a general change in how washing machines operate. Washing temperature has decreased and programmes have become longer. The equivalent programmes are just as effective at washing out dirt and bugs as the older ones. Low temperature washing is also kinder to fabrics. Apart from the longer cycles, which can be inconvenient, it is necessary to do a periodic maintenance wash at high temperature to prevent an accumulation of bugs inside the machine.

It takes more energy to heat water to a high temperature than to agitate the load in the drum, so the long washes at lower temperature should actually use less energy than shorter washes at higher temperature.

These changes don’t just apply to Hotpoint and Indesit. My Miele machine takes 3 hours and 29 minutes on one programme.

Tracey Graley says:
19 February 2020

Yes they have sent me a downgraded version and I’m not happy with the new one at all. It’s not as good as the one I had and I would never buy the one they sent me.

Zoe robertson says:
21 February 2020

My appliance caught fire back in March 2019 fast forward 49 weeks whirlpool still have my tumble dryer and washing machine I still dont have an answer, the fire caused around £20.000 worth of damage I’m only asking for £5,000 for personal property that was damaged bot the structural work but no the claims adjuster that whirlpool put my claim to are also useless offering no help n barely any communication I send constant emails they may reply weeks or months after me sending emails all I get is i have no news…

The way they have treated me is DISGUSTING, and has caused my mental health to suffer

Hi Zoe – I’m sorry to hear about the fire. The relevant legislation that allows consumers to claim against manufacturers is the Consumer Protection Act: https://www.which.co.uk/consumer-rights/regulation/consumer-protection-act-1987

It might be worth subscribing to Which? Legal to get personal advice because you should be able to claim the full amount if the fire was caused was caused by either a tumble dryer or washing machine that has been identified as a fire risk model.

Whirlpool has paid a goodwill gesture to a customer affected by its fire-risk washing machine recall. Mark Fielder, from Feltham in West London, was offered a payment in late January, after insisting on a refund for a number of weeks…..

We asked Whirlpool under what circumstances it would offer customers a goodwill payment, and what distinguished these payments from refunds. It said that in Mr Felder’s case it was unable to deliver a comparable product to within an acceptable timeframe and the upgraded machine offered as an alternative was too big. Because the repair option was not available at that time it arranged a partial refund and to collect the machine from Mr Fielder’s home.

Read more: https://www.which.co.uk/news/2020/02/whirlpool-offers-goodwill-payment-to-owner-of-recalled-fire-risk-washing-machine/ – Which?

Why is this described as a “goodwill payment” when, as I have suggested above, the Consumer Rights Act 2015 requires refunds to be made when significant inconvenience is caused and there is an unreasonable delay in remedy? Why are we not pushing for all affected in this way to be (partially) refunded?
The News goes on to say:
A broken system in need of reform Major manufacturers are still taking chances with consumers’ safety, while online marketplaces are rife with dodgy electronics and unsafe toys. Dangerous products are putting millions of us at risk. Enough is enough.

I totally agree about online marketplaces. However I think the accusation that major manufacturers are “taking chances with consumers’ safety” needs justification. I’m aware of isolated cases – indesit dryers for example – but this is quite a sweeping statement.

What we do need is a proper recall system. Compulsory registration of appropriate products at the point of sale would at least enable manufacturers or distributors to contact all – or most – affected owners, something that seems impossible to do now. Surely a major step forward?

Mark Fielder featured in a recent BBC article: https://www.bbc.co.uk/news/business-51151796 although he had not received a payment from Whirlpool at this time.

It would be good if Which? did a press release so that (with help from the press), owners of fire risk Hotpoint and Indesit machines will fight their case for a refund and appropriate compensation for not having use of their machine for months.

”The US firm launched a huge recall of UK machines last week, and some 76,000 customers are now awaiting action.

But that still leaves 443,000 machines which need to be located and either repaired or replaced…….

A full month after Whirlpool owned up to the problem, only 7,000 households have had either a new one delivered or an engineer visit to make a repair…….

Whirlpool started sending out emails last Thursday to 62,000 affected owners who had already registered, explaining the options on offer and offering dates for visits. Since then another 14,000 have got in touch, but hundreds of thousands of risky washing machines remain in British homes.

This all suggests a very protracted process. Even now, 2 months in, only 7000 customers have been helped. How long to help those remaining 55 000 who had registered? Now 14000 more. And how are they going to trace the owners of the other 443 000 machines?

This all suggests refunds will be justified under the CRA and we urgently need a proper recall system to reduce the potential danger to owners and their neighbours.

I also wonder where Whirlpool are with sorting out all the owners of Indesit dryers. That has gone quiet. Perhaps Which? could tell us.

I have not seen anything to suggest that Mark Fielder has made a claim under the CRA. He has successfully negotiated with Whirlpool, according to the Which? article for which you provided a link.

I hope that Which? is successful in achieving refunds from Whirlpool so that owners of Hotpoint and Indesit washing machines can choose a different brand if they wish. Recalls are normally handled by the manufacturer and I cannot recall any case where retailers have been required to take action under the Consumer Right Act.

I don’t expect an official Recall overrides the Consumer Rights Act so consumers would continue to be able to exercise their statutory rights. The consumer therefore has the right to require a retailer to take action under the Act. I don’t see how they could refuse to do so [although they might object on the grounds that the manufacturer would not indemnify them]. For those owners who desire a different make of appliance, seeking redress from the retailer might be a preferable route to accepting Whirlpool’s terms.

I wonder how Currys PC World would handle this – I would suppose they are one of largest suppliers of the affected machines.

I would not go so far as to say that the CRA is seriously flawed, but it certainly does not meet this kind of mass defect situation.

I agree with Malcolm [below] that it would be useful to have Which?’s interpretation of the position having regard to the best interests of consumers rather than what the manufacturer might prefer.

I presume you mean Consumer Rights Act, John. As far as I know, the CRA allows an individual to make a claim against a retailer regarding a fault or non-conformity and with the exception of goods less than six months old, there is a need to prove that a claim is valid. Having read the Act, I see no indication that it is intended to provide consumers with protection in the case of a recall. Although the machines have been recalled, the vast majority remain in full working order, but the recall is justified because the switch connections of a small proportion will deteriorate, resulting in overheating and the risk of fire. I would certainly appreciate a legal interpretation of the point.

In the UK we do not see class action cases where consumers have successfully taken action against companies that fail to behave responsibly. If government continues to fail to take action against companies such as Whirlpool and the VW Group, perhaps we will see successful class action in the future.

Yes, Wavechange – thanks for pointing out my mistake. I have edited my comment to correct the error.

I think it would be easy to prove a CRA claim is valid if the appliance is one of those listed by the manufacturer as being defective or potentially defective.

I do not know the statutory status of a recall, or what makes a recall official, and what rights consumers have in the event of a recall – e.g. the right to opt out of the recall and pursue action independently against the retailer or the manufacturer or both. It seems to be a voluntary arrangement by the manufacturer to ensure that an efficient method of rectifying a safety problem is implemented. While being voluntary it seems to involve the government which has presumably persuaded Whirlpool to undertake a recall in order to forestall some sort of formal intervention or executive action that would be even more onerous.

The major drawback in the present circumstances is that the government appears to be under the impression that a domestic appliance recall will be as effective as a motor car recall, but that could never be the case since, as we have continuously pointed out, there is no compulsory or systematic registration process through which ownership, or resales, can be traced. Running a car that does not comply with the construction and use regulations and other formal standards is illegal; running a dangerous, or potentially dangerous, washing machine is not, directly at least. Kitchen appliances do not require any form of inspection and testing during their lifespan either so there are no mechanisms to ensure essential safety modifications have been carried out. So I regard a recall as an inadequate method of dealing with this problem, albeit it is better than nothing which appears currently to be the only alternative.

A further factor in the mix is that many owners might be able to claim under their warranty depending on the relevant dates.

My earlier view on this problem was that the scale of the exercise meant it would be unreasonable to expect Whirlpool to complete it without causing delay and inconvenience so there should be some tolerance shown, possibly with speedy refunds being offered to reduce the volume of rectifications required and shorten the programme. However, it has now become clear that Whirlpool are a long way short of where I think they should be at this point and have barely made any inroads into the full amount of work required. The process relies primarily on owners coming forward and requesting a fix, although some have presumably been contacted via the product registration system. I don’t believe the manufacturer is sufficiently geared up to complete the task in anything like a timely manner; unless it engages other sectors of the industry and superior logistic arrangements it will fail and hundreds of thousands of defective and potentially defective appliances will remain in use, or, if taken out of use by the owners in accordance with the recommendations given, give rise to an unacceptable prolongation of the inconvenience or a high cost if owners replace their machines of their own volition.

Unfortunately, I don’t get the impression that the government is addressing the seriousness of this problem. Perhaps there is nothing more it can do to expedite a solution but hope it will gradually slide down the agenda. At the moment there does not seem to be a minister with a designated responsibility for consumer affairs within the Department for Business, Energy & Industrial Strategy.

Can the washing machines in question wash all items effectively with no heat? Will the door switch remain safe when passing only the motor current? If these are both true then owners can continue using their machines, albeit with slower cycles presumably, and they will not suffer significant inconvenience. Then, Whirlpool can take their time to remedy owners’ machines in whatever way they choose.

If either if these is untrue then the potential fault stops users washing clothes and, 9 weeks from when the problem was made public, owners are being significantly inconvenienced.
Whirlpool had stated that 519 000 (plus another 14 000 since, I think) machines were potentially at risk. They had a safety problem. One of the consumer’s statutory rights under the Act are that product must be safe; the retailer will have breached the contract if the requirements are not met (because you purchased the good from a retailer your legal contract is with them).

It seems clear to me that, subject to para 1, a fault has been admitted, the contract requirements are not met, the retailer is liable (up to 6 years). If the remedy is not provided by the retailer in a reasonable time and without significant inconvenience then a refund must, by law, be paid.

I doubt that when a manufacturer chooses to handle the problem on behalf of the retailer this legal position is changed. However, what the owner has done by registering their appliance with the manufacturer is have it confirmed their product has the potential fault. They can, I suggest, continue asserting their legal rights with the retailer if they do not get satisfaction.

So, two factors to consider are whether the machines are unsafe if used as para 1, and whether a refund (if offered, and quickly) from the manufacturer would be more than the one due under CRA, which deducts money for length of use.

Well, as a non-expert, that is my interpretation. Perhaps Which? could say whether or not this is correct. If so, I’d like to see someone take a lead and advise customers how to get the speedy remedy they are entitled to.

I cannot remember any examples other than Whirlpool and VW where manufacturers have not acted reasonably promptly is handling recalls. I would prefer for the government to take the action that Which? has pushed for – to issue refunds.

I doubt that many owners have even heard of the CRA, never mind made a claim, though it might be worth individuals giving it a go. There is a complication that if they have already claimed for a replacement or repair by Whirlpool, it would not be appropriate to then make a claim against the retailer.

We are all non-experts here. I am very encouraged by the fact that members of the Which? Legal team are now popping in to answer questions in a variety of Convos.

First, as I said above, I do not see why there should be any complication; the consumers’ contractual rights are with the retailer unless somehow they have been relinquished. I do not expect the manufacturer is given free reign to take as long as suits them. They have a choice of legal remedies and if two – repair or replace – cannot be given in a reasonable time the option is simply to refund, that takes no time to give. As this, in my view, is a legal requirement I do not see why governemt need to take action other than to see that the Consumer Rights Act provisions are enforced. Or is this something Trading Standards should be instructed to do?

What I do not want to see is a repeat of the Indesit dryer fiasco where consumers waited months, possibly over a year, for any remedy without being helped. That is simply unacceptable.

Which? could issue one of its press releases to ensure as many newspaper readers and tv viewers are informed of their rights.

@gmartin, George, perhaps Which? could respond to my comments earlier about the provisions for refund in the CRA. It would help clear the air (well, for me at least).

Malcolm, Lauren is currently on leave. I’ve had a chat with the campaigns team regarding your questions. This is what they’ve told me:

Whirlpool has offered a replacement or repair to those it has identified as affected by the washing machine recall. It currently isn’t offering a refund, and it isn’t legally obliged to do so.

Because it did not deal with the tumble dryer recall in an effective and timely manner, the government enforced a full recall last year where all three options were available.

We want Whirlpool to offer a refund as an option and we have been calling on this on behalf of all affected Whirlpool washing machine owners, but unfortunately they are not legally required to do so. The regulator and manufacturer report that many lessons have been learnt since the last recall, and that the washing machine recall is performing much better.

Whirlpool last told us that 117,000 in total are resolved with 75,000 already replaced and 42,000 not requiring further action due to the door lock they have inside. A further 46,000 either have a date booked for their replacement or have been invited to select one.

@gmartin, thanks George. “It currently isn’t offering a refund, and it isn’t legally obliged to do so.“. I’d simply like this explained, as I have asked above. The Consumer Rights Act requires a refund to be given if the consumer suffers significant inconvenience and unreasonable delay in getting an outcome. Are Which? saying no customers have suffered in this way? Or is the CRA not applicable?

The figures issued by the government on 6th Feb, and those you show, are encouraging (I assume they are correct. How are they verified?).

There are still a further 400 000 or so owners of potentially unsafe machines who seem not to have contacted Whirlpool. What action are Whirlpool being asked to take to contact as many of those as possible? I would have thought the retailers would have records of machines sold and serial numbers together with, in most cases, payment and contact details.

The CRA isn’t likely to apply in these circumstances as it gives consumers the right to enforce contract terms against the retailer of a product, if the product fails to conform with the terms within the contract. Unless a consumer bought direct from Whirlpool (which seems unlikely), the CRA won’t apply.

I’m not sure how the figures are verified or what action Whirlpool is being asked to take to contact the remaining owners, but I have asked.

Why, then, are you not advising customers to make a claim against their retailer if they want a refund – or if you are demanding that refunds are given.

It seems, from what you say, that when a manufacturer asks affected customers to deal directly with them – Whirlpool – they give up all their legal rights under the CRA. Is that legaly the case? That should not be so. If it is, why have Which? not warned customers of this?

Why, as I ask above, cannot customers – if they have registered their appliance with Whirlpool but not received a timely remedy – not choose to take action against the retailer?

R. Nicoll says:
22 February 2020

I have called them now over 40 times get passed around giving different numbers to phone, i got a email back in January and clicked on it. There was a machine but it was less then mine so it was not like for like. I called them to cancel had to call lots of number , got through to LOGISTICKS who were delivering it , the canceled it. Then on the 17/2/2020 called this number 03448540724 explained again about what i did to a young man, he said i had had my replacement. I explained what i had done , had canceled it. And told him to phone 03443249222 LOGISTICKS and Scot would confirm it had been canceled. He said he had gave all this info and my details to his manager and he would email me still waiting . Hate them they just putting people round in circles

Whirlpool has been regularly updating the Office for Product Safety and Standards on the progress of its washing machine recall programme“.
The latest figures – 4 Feb – are:
1) 165,940 potentially affected customers have come forward since the recall campaign was announced on 17th December 2019, of which 124, 695 have been confirmed to be affected.

2) 1,726,509 visits have been made to Whirlpool’s designated recall website.

3) 31.7% of the estimated population of machines affected by the safety issue have been registered

4) The average time taken from a customer making a decision to each resolution type is as follows:

9.4 days for a product exchange
data for modifications with replacement parts is not currently reported due to low number of cases
5) 85,704 cases of the affected models have been fully resolved, of which:

44,437 machines have been replaced (free of charge)
41,245 machines have been confirmed as not having the affected lock mechanism
22 machines have been modified with replacement parts
6) The average time taken from a customer registration to resolution is 29.3 days.

Neil Sheldon says:
25 February 2020

I contacted Whirlpool back in late December and they confirmed my machine was one of those affected and was told I’d receive an email with further instructions on how to progress with the repair or replacement. Over 7 weeks later and no email! Yes I’ve checked spam folder and nothing. Called them again and the customer service is beyond terrible! Fobbed off saying I’ll get an email… yet my Aunt registered her affected model way after me and her replacement is coming within the next week! As of today, still non the wiser of when or if I’ll get my machine replaced!

julie leavey says:
26 February 2020

My model number is on recall but my serial number is not. However my washing machine sounds like it is going to explode any minute and my major concern is that it will and I have a young son at home. After speaking with the recall team they refuse to acknowledge any problem due to serial number. How do they know if they won’t even inspect this. If it does burst into to flames then all I can say is on their heads be it

It sounds like a different problem from the defective door switch. If it is within warranty then I’d report the presumed fault for attention. If not, I’d suggest your local domestic appliance repairer should take a look before something untoward happens. It may be drum bearings or another part of the drive that is failing – assuming it is not just an unbalanced load (wet towels can cause this).

Helen Anton says:
27 February 2020

I am at my wits end with the recall process, I really don’t know what to do next. Just before the recall was announced (late Dec 2019) my machine stopped working. My partner, who is quite technically minded, looked into the workings of the machine and discovered a burnt out part and we stopped using the machine. Then the recall was announced and we received a letter saying the model was potentially on the list and I made contact with Whirlpool. Since then I am not further forward despite several conversations with Whirlpool over the phone, email and through Facebook. I have been told it IS on the list and I have been told it IS NOT on the list and emails to back this up. I am providing all the same information – model and serial number, registration and purchase details of the machine but I am receiving such different and inconsistent messages? It is a WMFUG 742G UK purchased from Currys in 2015. I have now gone for 7 weeks without a washing machine and with a young family, I am struggling. Can anyone help? Where can I go to get this resolved? I simply don’t know what to do next. Any help greatly appreciated.
Thanks, Helen