/ 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 21/01/2020

Five weeks on, 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

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 machines are 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

It would be good to have an expert’s view on Whirlpool’s advice that suggests that it is OK to continue to use one of the affected dryers on low temperature cycles, where the heater will not be activated.

Whirlpool gave highly questionable advice before, when it said that it was OK to continue using fire risk dryers providing that they were attended. After pressure on the company, owners were told to stop using their dryers until they had been modified.

The door switch in question is part of an interlock that prevents the washing machine operating until the door is closed, for safety reasons. These have been a feature of washing machines for years. The switch carries the current used for the motor and heater, the latter using most power. When a switch deteriorates, resistive heating occurs, so it is essential that neither the switch or nearby materials is flammable. Examination and testing of affected washing machines should be able to demonstrate a design fault.

Maybe Which? could have one of the affected machines examined.

This seems a perfectly reasonable suggestion if the door switch was under-specified wrt current capacity in the first place. If, however, the problem is a deteriorating switch or connections then it is not.

As with their tumble dryer problem I would suggest the explanation should be confirmed independently and the proposed remedy also assessed and approved by an independent party.

Any switch carrying a large current, or its connections, can overheat and fail, so a designer must make sure that there is no flammable material nearby. Clearly this has not been done.

The results of independent inspections of recalled goods should be made public. It’s worth looking at reports produced by the Marine Accident Investigation Branch as examples of how this can be done.

WILLIAM says:
19 December 2019

Unfortunately I have one of these models that I bought a few weeks before Christmas 2018, after trying all day I finally got through to there customer service who after some checks informed me I indeed had one of the affected machines and that I was intitled to a repair or a like for like replacement but when I asked about getting the same colour as I bought mine in black to go with all of my other hotpoint appliances I was told that might not be possible as there is no mention of choosing colours on there replacement program.
How is this like for like as they qouted? If I remember correctly I payed extra when I purchased the machine to get it in gloss black the same as the other appliances like the cooker and the cooker hood that I purchased at the same time so if this is the case then the wife is certainly not going to be happy. 😥

I suggest you check if that model/colour is still available, William. If not, then you would have to push for a repair. I hope it is sorted out soon.

William – This information might be useful: https://washingmachinerecall.whirlpool.co.uk/about_issue.jsp?lang=en It includes:

“Sharply increasing production at its five washing machine factories in the region to prioritise the manufacture of like-for-like replacement models”

Hi William,

This is one of the things we are going to be looking at – do keep us up to date when they confirm. It might be that the customer service people are erring on the side of caution for expectation.

Mary Nash says:
19 December 2019

Why does the Whirlpool website require me to give them Personally Identifiable information before even checking the Serial Number of the device?
If they sold faulty goods then surely we are entitled to a refund so that we can replace the dangerous device immediately?

They are entitled to repair as a first solution, at their option. Replacing a faulty switch should not be a difficult operation. I wonder whether Whirlpool will be contracting this work out to all the remaining local domestic appliance service and repair engineers?

It would be worth asking why they want personal information before establishing if the washing machine is affected by the recall, Mary. It would be interesting to learn the explanation.

Several companies have asked me for personal information when registering a guarantee. Why should it be necessary to provide my date of birth to register a guarantee?

This is something we have had many complaints about. There does seem to be a clear message about not using it for marketing but you do have to wonder why they need it.

When I have completed online forms to register guarantees and found requests for information I considered unnecessary, I have phoned the company and registered the products without this information.

My impression is that the introduction of GDPR has helped to reduce the linking of registration with marketing and competitions. Years ago I remember being asked for my combined annual income when trying to register a kettle. 🙂

b louise says:
19 December 2019

Impossible to speak to anybody at whirlpool My washing machine coincidentally tripped my electrics on Tuesday and the washing machine would not start again I called an engineer and when he took the door catch out (as this was the light flashing showing a fault) the whole switch is burnt black! He asked if my machine is on the recall list as this is the reason they are being recalled and when i looked my model is not even on the list but is obviously a danger as this could of set on fire had it not tripped the electrics! I have sent photos to whirlpool via their facebook page and i have been told to contact them by phone which is virtually impossible but they should be making people aware with the same model as mine that they are dangerous and could catch fire. Finally got through on the phone and have basically been told because my model is not on the list they are not interested! Absolutely disgusting service and i hope that no one with the same model as mine have this happen to their machine and it catches fire.

I realise their reaction was “too little too late” on the dryer issue. However, I can’t help wondering whether, still raw from the dryer debacle, a recall here might possibly be an over-reaction. A door switch is not a large component and, unless designs are very different to those I’ve looked at, are surrounded by V0 non-flammable metal on three sides – with plenty of space on the fourth side, and with plenty of space above before any flammables are met allowing any burning switch heat to dissipate after contacts have either fully broken or fused together without further prospect of spread.

Forgetting the politics for a moment – and I know that cannot be underestimated – I respectfully consider that a more apt/measured approach would be an army of repairers with replacement switches by the sackful.

I don’t understand either, Roger, but the fact that the company has recorded fires is evidence that a problem exists. Switches are generally part of a plastic door interlock assembly, which should be easy to replace.

If my washing machine was likely to be out of action for any length of time while Whirlpool got their act together, I wonder if they would send me the correct part for my local repairer to fit (at Whirlpool’s expense)? It seems a simple job.

https://www.espares.co.uk/product/es1665555?utm_source=google+shopping&utm_medium=shopping&utm_campaign=google+shopping&mkwid=&pcrid=314980495869&kword=&match=&plid=&pdv=c&gclid=EAIaIQobChMIgYauqoHC5gIVybHtCh2rGAPFEAQYAyABEgLxbvD_BwE

The liability, under the Consumer Rights Act 2015 and, for products purchased before then, the Sale of Goods Act, rests with the retailer from whom you purchased the washing machine. You are entitled to have the remedy made quickly – the instructions to the retailer are “You must provide the repair or replacement within a reasonable time and without causing significant inconvenience to the consumer. This means that if the repair/replacement work takes too long, or causes significant inconvenience to the consumer, the consumer would have the right to reject the goods for a refund or demand some money back“.

Whether this route would be more or less beneficial than the manufacturer’s solution is debatable. However, experience of the huge delays in the Indesit et al dryer remedy suggest that we should have been advised then to tackle the retailers directly and make them fulfil their contract with you expeditiously – no doubt having them exert the appropriate pressure on the manufacturer – and not hang on while Whirlpool’s remedy tottered along for far too long for many. This time, providing sufficient suitable replacement switches exist, I would expect Whirlpool to open up all avenues to allow them to be supplied and replaced without delay. Anyone who waits longer than 3 weeks, I’d suggest, for a remedy should seek compensation for inconvenience – a contract failure that is covered by consumer law.

This is all stuff we will be looking at in the future to see how it plays out.

Is there enough local repair people though? I ended up fixing my washer dryer latch myself as I couldn’t find someone to do it.

Hopefully Whirlpool will contract out work to local service engineers and possibly train additional staff to do the work. The company needs to maintain a record of which machines have been modified by a competent person, so they are very unlikely to send out parts.

The fact remains that consumers should be able to take action if they are going to be unreasonably inconvenienced.. If they all have to wait as long as they did to get dryers remedied then I’d suggest the repair programme would be totally unacceptable and owners are entitled to make arrangements for other remedies. It would be sensible to ask Whirlpool for a date by which their machine will be fixed and point out that if that date is missed alternative action will be taken to repair the machine and the costs passed to Whirlpool.

A start might be a claim against the retailer to remedy the machine if it is on the “unsafe” list, a clear breach of contract between the retailer and the customer. The Consumer Rights Act 2015 covers this.

Abby asks whether there are enough local repair people to deal with this problem. There are probably just enough to deal with the normal level of breakdowns and repairs across all types of appliance but if they all get contracted to deal with Whirlpool’s extra workload it would impact on the everyday work for other manufacturers’ washing machines and on repairs and servicing for other products like fridges, freezers, dishwashers and tumble dryers.

Whatever it takes, I feel that Whirlpool have to pile in the resources at their disposal and work flat-out round the clock to do it. Some retailers have service departments that might be able to assist, there could be some technicians around the country with spare time or in retirement who could be trained or diverted to this exercise, but with half a million machines to deal with this is never going to be completed quickly, and the company should recognise that.

The only fair way to proceed now would seem to me, if Whirlpool has not repaired or replaced their machine within a month, to give owners the freedom to either arrange privately for their own repair or to replace the machine at Whirlpool’s expense on certification that the original machine has been rendered unserviceable and disposed of.

An interesting question is what order of priority will Whirlpool use for managing the repair programme? Will they give preference to owners who have registered their appliance at the time of purchase, or on a first-come, first-served basis according to the log of the repair requests, or on a postcode or area basis for more efficient attention and minimal down-time between house calls? I cannot see any rational basis for doing them according to stated need but some sort of priority might be justified to relieve hardship or incapacity.

There is a high risk that people who have not acknowledged the recall or who cannot cope without the use of their washing machine [and who can for long?] will carry on using their appliance and be putting themselves and others in peril.

We are not affected by this recall but in the event that we were we have thought about alternative laundry arrangements. A first possibility would be to see if neighbours or relatives could let us use their machine once or twice a week but even that starts to get problematic as time goes on. The next option would be to take the major laundry like bedlinen and towels to the cleaners five minutes down the road, but they seem to be working to capacity with their regular commercial laundry work plus their dry-cleaning service and there aren’t many launderettes and places around these days where you can do the washing or get it done for you. The cost of that over a prolonged period could be prohibitive as well. The final solution was to take it on the chin and buy a new washing machine as probably the least unsatisfactory answer, and wait for Whirlpool to come and repair the defective one.

Malcolm – I completely agree that the problem must be addressed by Whirlpool in a timely fashion but I don’t agree that sending electrical parts to consumers is a sensible solution. I have no problem with owners arranging their own repair but it would make sense to inform the company in advance.

Whirlpool should be given a deadline to sort out the problems and instructed to provide refunds or replacement machines if this is not met.

John – Here is what Whirlpool has said about how it will deal with the problem:
https://washingmachinerecall.whirlpool.co.uk/about_issue.jsp?lang=en

We do not have information about the risk involved in continuing to use the affected machines, as some will undoubtedly do.

Although I have not suggested sending out parts direct to consumers [I assumed they would get their local repair agent to supply and fit the necessary part] I don’t regard it as so objectionable as there is no restriction on anyone who can get hold of a suitable part fitting it themselves; indeed there is a whole Conversation on repairing our consumer goods instead of scrapping them. Rightly or wrongly, there is no competency requirement or qualification for such work and I would consider many householders are sensible enough to know whether or not that was within their capability. If owners arrange or carry out their own repair at their own expense I see no need for them to notify Whirlpool; if they expect Whirlpool to reimburse them then, obviously, they must register the appliance and get permission to rectify it and there could well be conditions and restrictions attached to that. What Whirlpool needs to do is start churning out the replacement parts so that all sensible options are available.

I wonder what sort of deadline would be held to be reasonable with a problem on this scale, and who could direct and enforce it. I have a feeling there will still be unmodified and unreplaced machines around in two or three years’ time, some of them still in use even.

Thanks, Wavechange, for the Whirlpool statement. I think it is reasonable and about as much as would be practical in the circumstances. I suspect few other companies would have been able to mobilise so well for such an exercise – but with market volume comes responsibility and their reputation is already somewhat tarnished so they seem to appreciate they have to try harder than last time. Thank goodness Peterborough City Council are not in charge of this one and that OPSS seem to have a grip on it.

Asking a repairer to supply and fit the required parts and clearing this with Whirlpool makes good sense and I hope that the company will comply. In the protracted Whirlpool dryer problems I did suggest that the company should contract out repairs to other repairers but I do not know if this happened.

Much has been said about the Consumer Rights Act but if there is property damage or injury as a result of dryers, there could be claims under the Consumer Protection Act: https://www.which.co.uk/consumer-rights/regulation/consumer-protection-act-1987

John – I hope that lessons have been learned from the protracted Whirlpool dryer problem. I wonder how many affected dryers are still in use.

Peterborough Trading Standards were acting as a Primary Authority and working with the company. Many assumed that they would respond to members of the public, but although that makes sense in my view, the public is expected to deal with their local TS.

It might have been useful if Whirlpool had advised owners of machines to look for evidence of a problem, such as discolouration, or melting of plastic near the door catch, or a burning smell. These would be a good indicator that the machine should not be used, even at 20°C.

Janet Khatib says:
19 December 2019

Hi
Just managed to get in touch with Whirlpool after Over 30 minutes on phone. Told don’t use machine or if you do only on 20 degrees or less. Asked when it would be fixed, said not sure but hopefully start in January. I have all my family including 4 grandchildren for Xmas. Said sorry wait for email. I had to have tumble dryer replaced after the last recall. I will never buy Hotpoint again.
Janet

We have a lot of people in a similar situation. 4 grandchildren and no washing machine? That is something no one wants.

I don’t mind 4 grandchildren 🙂

We expect the relatives to take their washing home with them, but it still leaves the bedding and towels, etc. and with no washing machine that is a big problem. I would see if a local manger was available.

If anyone needs their washing done I would be happy to help, but they need to ask. I used to have a large chest freezer with not much in it, and that helped when neighbours’ freezers have died or they had a Christmas excess.

Elena says:
19 December 2019

I have model WDD960 7kg it’s doesn’t look like any of that models ?guys i should be okThen hope 👀

It would be worth keeping an eye on the list but it looks like you are one of the lucky ones.

Karen says:
20 December 2019

I finally managed to register my appliance on line, but part of the registration is that you have to give the colour of the inner door lock. This isn’t mentioned anywhere until you get to the last page. I registered the wrong colour by mistake, and when I tried to go back to change it, I can’t as it’s already registered. Numerous phone calls later and being threatened that they have the right to refuse to exchange or fix if I’ve given false information I get told a manager would check the new details and either call me or email. Still nothing.
I’m sure I’m not the only person who has made this mistake and I’m still in the dark as to whether mine is ok or not.

I suggest you contact Citizens Advice for help. If the colour of the door lock is needed you should have been made aware of this before starting to complete the registration.

It’s always worth recording the names of people you speak to on the phone.

If this information from ceoemail.com is correct, I would email Whirlpool’s managing director with the details of your appliance and the registration error – and your apparently unhelpful responses from them.
james_goldsmith@whirlpool.com

Hi Karen, That is horrendous. Would you mind if we got in touch by email to find out more?

Nadine says:
20 December 2019

Hi Karen, I also was asked the same question, and I wasn’t entirely sure what to look for. The person over the phone mentioned the lock on the door and he mentioned pins… Anyway, I told him the colour of what I thought was what he asked me to look for and he said my washing machine is fine to use. Now I am very worried that I didn’t look at the right bit (I didn’t see any pins, just an oblong insert) and that my washing machine is still not fit to use. I went on to the website to look if there was a diagram available but as I am already registed, it won’t let me go forward. I have search the internet, but I haven’t found one picture of showing exactly the part to look for on the door.

Karen Bush says:
9 January 2020

Hi
Of course I don’t mind. I have registered to be part of the survey so hopefully I will be picked to take part. The service that we have received is beyond shocking.

Daniel says:
20 December 2019

Our hotpoint washing machine stopped working, with an error fault, just a few days before the recall. The error fault related to something similar to the recall, in that it is something to do with the door interlock wiring. I thought, right, it must be one of the machines that needs replacing. Found the model number on the machine and cross checked against the list of models affected. It isn’t one of the ones on the list.

However, the engineer came to fix it today, to find that the machine has got the same defective part as the ones in the recall. And guess what, the part in question is burned, could have caused a massive fire. We are so lucky that it didn’t. My partner now has to do battle with hotpoint over it and in the mean time, we have no washing machine. We live in Guernsey, in the Channel Islands, so the replacement is unlikely to be a quick job. Very annoyed.

Just thought people ought to be aware that if their machine isn’t on the list, does not mean you can sleep peacefully thinking your machine is safe.

I suggest you contact the company and express your concerns, Daniel. It may be that the list of affected machines needs to be extended. It would be good if you could let us know their response.

Hi Daniel, Could you email us with details of your machine and any photos you have of the burnt out part? Our email is conversation.comments@which.co.uk

Just to add, the engineer would not fix the machine, said it needed replacing and the part was definitely the same as the faulty ones in the recall. Will be interesting to see what hotpoint says, if we ever manage to get through to them. I see that one user in this chat conversation has approached hotpoint with the same problem as us, with a faulty/dangerous machine not on the recall list and have been told tough luck basically.

Thanks Daniel. I hope that your neighbours will help until you have a new machine.

update – engineer is now on his way back to replace the part as he has been told the machine isn’t part of the recall. Worrying though, as the part is the same as on the other machines and it is most definitely burnt. I don’t think hotpoint are being honest with consumers here and there are other dangerous machines they are not declaring that are not going to get a recall. Scary.

Thank you wave change

in a bit of a difficult situation now, do I accept the repair and pay for it, as the machine is out of warranty or try and pursue it with hotpoint/whirlpool. I will be in contact them anyway, as it is my firm belief the recall does not include all potentially faulty and dangerous machines. Surely hope Which will pick up on this.

How old is the machine, Daniel? If it’s less that six years old you have statutory rights under the Consumer Rights Act and some of us here spend our time pointing people in the right direction. Your rights are against the retailer rather than the manufacturer but I would be inclined to politely push the manufacturer to cover the cost of the repair or preferably replace it.

I am on the phone with them right now, the manager has said he will take my details and pass them on to head office for their comment. As the engineer is on his way to replace it, I am asking them if I need to stop him from doing that. She has just told me as he is coming to replace the part, there is nothing more they can do. I have explained that there is a potential safety issue here that would affect lots of people. I have asked for her managers name and she won’t give it to me.

and now they have just hung up on me

Well, I have a very interesting update.
After getting cut off, I called back.
Spoke to someone again who said they have to discuss with their manager.
The manager wouldn’t speak to me and I wasn’t allowed to have their name.
The person that I did speak to also refused to give me their name.
I was given another number to call who will ‘sort me out’ but wasn’t allowed to know who it is I am calling.
I expressed my concerns and how strange it is that no one will give me their name, asked about the complaints procedure. I was told he wasn’t allowed to give me that information.
I asked to speak to the manager again.
This was refused and the person on the phone said if I was going to keep asking to speak to his manager he was just going to put the phone down on me.

Absolutely bizarre experience.

I have called the number given and promised who would sort it out.
It is just another customer service helpline.
The first question you are asked electronically is if your call is regarding the washing machine recall.
If you select that, you just get put through to the first place I spoke to.
If you choose the other options you just get nowhere.
There is no option to speak to anyone about it or ask about making a complaint.
So, impossible to sort out or raise the issue with Hotpoint.

I suggest you pass on details of the model and any photos to Which? – see Abby’s post above.

ah, thank you Wavechange, hadn’t spotted that Abby had asked for that, I will do it now.
The engineer has just changed the part and I have retained it.
Maybe it is not the same part, but it is scorched and seems an unlikely coincidence that machines have been recalled and mine is burnt.

I understand your concerns, Daniel, but it is possible that the switch/door interlock is made of a plastic that would not burn, and has actually failed in a safe way, despite what it looks like. Well done managing to retain the faulty part.

I completely agree, I am not an engineer, so have no way of knowing if could have been dangerous. Just feel morally obliged to bring it to someones attention. These companies do not have a good track record or owning up to potentially dangerous faults. I will send the part to Which, if they ask me to.

Thanks for all your help.

Definitely won’t be buying another hotpoint washing machine – the customer service experience was painful. refusing to give me details of complaints procedure or anyones names. I work in healthcare, imagine if a patient I was dealing with wanted to complain and I refused to give them my name or my managers name and refuse to tell them the complaints procedure. I can’t express how shocked I am.

If a part has failed through overheating then, whether or not it is in their current list of affected models, it is clearly a potential hazard. Whirlpool should know about it; I’d send them a photo and any identifying numbers on the casing. I suggested to another dissatisfied customer that they email the managing director of Whirlpool – james_goldsmith@whirlpool.com – and also your MP as I presume the government will take an interest in Whirlpools recall / repair activities.

On the face of it, a part that has failed as you describe is a fault, and I would expect Whirlpool to recompense you for both the part and labour. I hope the replacement switch is adequate for the job.

Thanks Daniel. Hopefully Which? will take this forward.

Joan Gilmore says:
21 December 2019

We have a recalled machine. It has been a nightmare trying to contact whirlpool on the number given out ,also unable to contact them on their website. Each time we got through to a call centre worker they took all of the details ( having to spell each word out to them) then told us the computers were down. After two days and numerous attempts we then got through to someone who insisted our machine was not affected, after giving the number of our machine for the umpteenth time they then said yes it was affected(which we already had checked) So the whole ordeal has been horrendous and stressful.Ime assuming now we are registered, but giving the fact that the person we were speaking to sounded to be about 5years old am not at all sure.So here,s hoping the hours of spelling out each and every word to call centre staff some of it has been recorded, but unfortunately I don,t hold out much hope and can see the whole debacle starting again in January.