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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
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:
Today 08:49

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.