/ 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
Catherine Howard says:
9 March 2020

Well I have just watch the news about what to do if you are self isolating ,all the dos and don’ts.One thing was to wash your clothes at 60 degrees!how on earth are we meant to do that with a recall machine?

Washing machines have changed in recent years and a 60 setting is unlikely to mean 60°C with a modern machine. It was Which? that alerted us to this change: https://www.staticwhich.co.uk/documents/pdf/62-65_washingmachines-331452.pdf What has happened is that we are now washing at lower temperatures but for a longer period to achieve equivalent cleaning. I presume this saves energy and it is certainly kinder on fabrics.

Those that advise that clothes should be washed at 60°C to kill viruses and bacteria are probably not aware of the changes in design of washing machines. The good news is that washing machines wash the bacteria out of fabrics just like they remove dirt, so there is no need to kill them. Having said that, cold washes are not as effective and it is essential to run a periodic maintenance wash cycle at the hottest temperature as described in the manual.

Myob says:
10 March 2020

Can anyone please, please tell me if Whirlpool’s replacement washing machines are brand new or refurbished ones?
If I take a replacement machine will I find it to be someone else’s machine which is clapped out but with a new door lock?
Until I can find a definite answer to this question I can’t decide between a replacement machine or an engineers visit to change the door lock on my machine.
Thank you.

I have been following this sorry story and not seen any mention of Whirlpool supplying refurbished machines, but there are posts about machines that are not like for like replacements.

Catherine Howard says:
10 March 2020

I’ve had a long spat with whirlpool via Twitter today,only to be told that they were not doing like for like.they have “refined the language they are using to make it clearer to customers that they aren’t offering exactly machine that are like for like.They were worried that this may be causing unnecessary confusion.The reason for not offering a like for like replacement is because in many cases it is no longer manufactured.Instead they’re offering a brand new product with equivalent-if not better-specifications from their new ranges “. But the one they are offering me is not the same nor is it better,and my machine is STILL on the hotpoint website available to buy and in stock at my local curry’s.

Hi Catherine – Whirlpool have now updated their website: “That means that if you have an affected washing machine and have registered your appliance with us, we will be in touch to invite you to schedule an appointment for a free-of-charge comparable replacement or in-home engineering repair on a date which is convenient for you.” https://washingmachinerecall.whirlpool.co.uk/?gclid=Cj0KCQjw9ZzzBRCKARIsANwXaeK6m6v6FV_OXbeCQNs63qP1sWvxovNChjps1c-4BB0znNYRaExvzC0aAn9SEALw_wcB

The YouTube video with Jeff Noel offering like for like replacements is still online.

Is our government powerless to intervene or has it even tried?

Sue Shaw says:
11 March 2020

My model bought in 2016 is just off the list as it’s missing a crucial ‘M’, WMAQF 641P UK. BUT. I had an issue with the door error code F06 and was told about the recall. After being ping ponged between the recall department and customer services I had no option but to call the engineer, at a cost of £119 for a one off. The door componant indeed looks very charred. I still have it as evidence. But it’s not on the list and the engineer said he couldn’t recomend this model be investigated, sticking to protocol. Am not sure where to take this.

Catherine Howard says:
12 March 2020

One of the many excuses for not replacing my machine with like for like was they no longer make it!well I phoned hotpoint uk and the machine is still in production ,as this department weren’t able to deal with the recall they transferred me to whirlpool.the bloke I spoke to told me the “machine they had offered me was the only one I would get and if I wanted the same machine I already have go to curry’s and buy it “ and then just hung up on me.They have worn me down so I went for a repair only to be told not available in area at the moment,so what the heck an I meant to do?

If you can afford to buy another washing machine and have somewhere to store the old one, you could take what Whirlpool is prepared to offer and sell it – still in the box.

I wonder if Which? is going to give any more advice to you and others who have been greatly inconvenienced by the recall.

Catherine Howard says:
12 March 2020

Why should I have to do this?Its not my fault the machine is a fire hazard.

Which? and others have pushed for refunds but Whirlpool have refused and I’m not aware of any effort by the government to intervene. You have provided Whirlpool with a sensible suggestion (obtaining a suitable machine from Currys), but they have rejected it. My suggestion is just what I would do, Catherine.

Mr Peter Sewell says:
12 March 2020

I am writing on behalf of my 81 year old sister who has had a replacement washing machine from whirlpool. The whole episode from start has been a disaster from the start they did not replace like for like they replaced the Hotpoint with an Indersit which inside the drum was filthy, the fitters left and when my sister first went to use the machine the pipework had not been connected up properly and the water was pumped out all over her floor and into the adjacent cupboards. When my sister contacted Hotpoint they said that they would send someone to address the problem which they did the following day, she had it fixed by a plumber friend, bearing in mind that she is in very poor health and was very upset by now. The latest thing is that when she put some Calgon into the machine it would not disperse when put on the cycle, when she contacted customer services she was just passed from pillar to post and never got an answer. The so called customer services is abysmal to say the least these people should be brought to book, as usual the customer is suffering.

Chris says:
17 March 2020

We registered our machine to be replaced as soon as we saw that the recall had been extended back in late January/early February. Since then my wife has been in contact with Whirlpool almost daily as the link to order a replacement does not work. We have a child with special needs who often has accidents and so washing bed linen at 20 degrees is not effective. It has now been around 6 weeks and we are no further forward, despite Whirlpool saying we are a priority one customer due to the length of time we have been waiting. We have zero faith in any Whirlpool product and are close to buying a new machine and taking the old one to the tip to be disposed of.
It seems the customer services team are not suitably equipped or supported by the second line support to handle these complaints. We have just received our third set of stickers to put on the machine, but no mention of a replacement. We are not prepared to accept a repair as we now have no faith in the machine. The next step is to escalate to the governing body – any advice on who this would be would be great (Trading Standards?)

Wow… I accidentally found this article and realized that i have the model recalled from the list above. Okay, i won’t use it in nearest future. It’s good, that we bought compact washing machine a few month ago (I can’t stop myself from discounts. I bought it here – https://www.bestadvisers.co.uk/portable-washing-machines). It was good unexpected decision. 🙂

Barry Gratwicke says:
3 April 2020

I registered our Hotpoint machine yesterday. I now have a dilemma. What should I fear most – the machine catching fire or my wife and I catching the corona virus from an engineer? We are both within the Governments vulnerable category.

This topic is in the news again, with Whirlpool recalling more models of fire risk washing machines: https://www.bbc.co.uk/news/business-52472954

For goodness sake, Whirlpool, give people a refund as Which? and others have suggested and stop putting peoples homes at risk of fire.

The Office of Public Safety and Standards has published information about the extended recall programme: https://www.gov.uk/government/news/whirlpool-to-recall-a-further-55000-washing-machines This includes the statement: “This latest safety announcement and recall follows ongoing scrutiny by the Office for Product Safety and Standards (OPSS) which has been monitoring data supplied by Whirlpool since the company first identified the issue.” We are not given any information about the ongoing scrutiny, but at least something is happening.

A.Hay says:
29 April 2020

my elderly parents have one of the models listed.I called Whirlpool who told me the serial number of the model is what mattered and my parents machine was safe.Very confusing!

Delys Wallace says:
29 April 2020

I was offered just one model of machine which is a 1400 spin as opposed to my 1600 spin. I said I just wanted one equivalent to mine or the option of paying to upgrade. I was told ( in no uncertain terms) that this was my only option I wasn’t even allowed a repair which they said was not available in my area. I arranged a date for them to come and install it. Then Coronavirus struck I rang up to make sure they would still install it and was told they’d just leave it. I told them this was no good to me and asked them to hold onto it until they could install it. I might ad this is a condensed version of hours of toing and froing on the phone with some who were trying to be helpful within their remit ranging to some including a manager who was downright rude.

Before Christmas Jeff Noel of Whirlpool promised customers a free replacement machine and used the term ‘like for like’. As you can read on earlier pages of this Conversation, some customers were unhappy that the company did not deliver on this promise. The new recall extension states: “We will still continue to provide a free-of-charge replacement of comparable specification….” which is more open to interpretation.

I would not be unhappy about the lower speed, which will put less strain on the motor and bearings. I never run my machine at the maximum spin speed for this reason.

Christine RUSSELL says:
4 May 2020

I registered my faulty washing machine on February 11th. Due to my health issues,when I spoke to the company they agreed that I should be on the priority list. However,since then,and despite repeated phone calls,I am still waiting for a replacement. I do not have the option of using a cold wash,as a Cancer sufferer,I have to wash my clothes in hot water. I am also disabled,and therefore ,even before the current Virus put us into lockdown,I could not make trips to a launderette. I feel frightened every time I turn on the machine,literally sitting and watching it till the programme ends. Shame on you Whirlpool,your total disregard for the British public.

Sharon Williams says:
8 May 2020

Whirlpool sent a recall letter which I received on Monday 4/5/20 . I called them they offered a replacement but advised that I would have to disconnect the old one myself and they could not fit a replacement due to lockdown restrictions. I asked why they did not have PPE, but never got a response. I have finally agreed to let them repair it ,this is due to take place on 18/5/20 as I am not a plumber and the fault lies with them. This took 2 days to achieve so kind of resolution as they don’t really care.

Neil says:
12 May 2020

The recall email stated they would not install a washing machine due to the Covid-19 situation at present. So I opted for a repair. Tried to book this online through the email they sent. Friday 22 May was showing as free. Tried to book it and it kept crashing before confirmation of booking. So I called their Customer ‘services’. Lo and behold, they said they couldn’t do this either at the moment due to Covid-19. I’m puzzled as to why they are telling me they will not repair at the moment due to Government guidelines but they clearly are still repairing some people’s washing machines. I’m also puzzled as to why some firms are still able to offer emergency repairs (for example the gas boiler cover I have) but not this company. Last time I ever buy anything from their brands.

Dot says:
15 May 2020

Rang up this morning to book a repair, as the link in their email is clearly not working. It appears the only option available now is their contactless delivery, whatever they are promising in their email. Their contactless delivery means that we would have to uninstall our old machine and reinstall the new machine ourselves. which for us will mean getting someone else in, and paying them. Talk about leaving your customers high and dry! Not buying a Whirlpool machine ever again.

John Hurst says:
18 May 2020

Whirlpool confirmed that my daughter’s washing machine was one of the models that was faulty and that as such she was entitled to a replacement. She was advised that due to the Covid-19 situation, Whirlpool’s workmen would not be able to enter her property. They advised that she would have to move her existing washing machine into the garden for them to collect and they would leave the new washing machine in the garden for her to make her own arrangements to have the machine installed. As she is a single parent, I helped her to remove the faulty washing machine into the garden on the afternoon before the new washing machine was to be delivered. When the workmen arrived to deliver the new washing machine, it was discovered that the old washing machine had been taken from the garden (by who we don’t know) and as a result the workmen refused to deliver the new replacement. My daughter reported the theft to the police as Whirlpool requested but despite numerous telephone calls to Whirlpool they have refused to deliver a new replacement which has left her with no washing machine at all.

Joel Tobias says:
22 May 2020

Whirlpool told me originally that our machine was fine…. months later they told me its not fine and to stop using immediately. 1 week later a new machine is delivered and the old one taken away, BUT the machine is not the same! It is a lower grade model! They are flat out refusing to engage in a conversation with me about this and are claiming that I should be grateful to have a machine at all. They claim they are not obliged to provide the same machine which seems outrageous to me.

Val says:
22 May 2020

I have a washing machine on the recall list.I have received letters and confirmation online that it is faulty.When I follow the instructions sent by email to book a repair the only option is to go to Hotpoint’s service website.There the only option is to pay for the repair ! I have tried all the phone numbers and am told they aren’t doing repairs at the moment.

Dot says:
24 May 2020

When I booked my only choice, to have a new machine delivered, I asked a few questions:
They will repair new machines under warranty, but not send engineers out to repair the recalled machines.
They flatly refuse to install the replacements, but if you install yours incorrectly, that will void the warranty.
They will not pay what it costs you to get a plumber / engineer in to install or uninstall.
Nor will they pay for you to wash at a laundrette until they will allow their engineers into your home.
They will not allow engineers into your home until the end of lockdown, but that is only for the recall machines. And yet their email said it was our choice to let engineers in or not. Clearly the decision is NOT ours!
If the new machine is not to your liking (noisy, slower spin etc) that’s tough.
If the old machine is used and catches fire, your household insurance will not pay out.
The call handler will not feed back any comments you make.

They have us stitched up like a kipper.

Not at all sure this is legal. We will be out of pocket, and with a machine that is possibly inferior, with a risk of strained backs and a risk of voiding the warranty. Against an extremely low risk of coronavirus.

Since last year, Which? has issued a brand alert for all Whirlpool brands. Here is an example:

“Hotpoint brand alert
At Which? we’re committed to giving you all the information you need to make an informed choice about the products you buy and this includes telling you about how companies handle safety issues with their products. We have identified that this product comes from a group of companies that we believe has previously handled a product safety issue poorly (though the issue affected tumble dryers only).”

Have they issued a brand alert for Amazon market place and Currys?

I wish they would for Amazon and other marketplaces.

For the benefit of those who might not know about marketplaces being used to sell dangerous goods, I quote from the June issue of Which? magazine:

“BE WARY OF UNSAFE COUNTERFEITS
Online marketplaces such as Amazon and eBay aren’t responsible for the safety of products sold though their sites (rather than bought directly from them). Avoid unbranded products and buy from brands you’re familiar with, or from retailers you trust.”

The reference to Currys is because the company has for years been upselling laptops, making customers pay more than the advertised price. Yes this needs to be stopped but it’s not a safety issue that could result in fire or electrocution.