Whirlpool washing machine recall website back up after leaving customers unable to check if theirs is a fire-risk

WHIRLPOOL’S recall website is up and running again after spending hours out of action and leaving customers unable to check if their washing machine is a potential fire-risk.

The manufacturer yesterday issued a recall for 519,000 machines that were on sale in the UK until last year.

1

Whirlpool pulled 42 different Hotpoint and Indesit models over fears they could be affected by a design flaw that could cause them to overheat and catch fire.

The potential design defect is with the door-locking system on washing machines that were sold in the UK between October 2014 and February 2018.

But customers were left infuriated this morning after the dedicate website, set up especially to deal with the recall, was still experiencing technical issues.

A notice on the website reads: "We are very sorry that we continue to experience technical problems with our registration website and we deeply apologise for the delay and concern this has caused.

"We will continue to update everyone through our social media channels and we thank you for your patience."

Whirlpool contacted The Sun at 2.15pm this afternoon to confirm the website is up and running.

As well as the website not working, customers also took to Twitter to complain about being unable to get through to Whirlpool on the phone.

Households were directed to Whirlpool's customer service number, which is 0800 316 1442 if you're calling from the UK or 0818 903 281 in the Republic of Ireland.

One customer said: "Your phone line keeps crashing...

"First it wasn’t open until 8:05... Then I’ve been in a queue twice and then thrown off it."

Another tweeted: "What are we supposed to do if every method of contacting you is down? You’re not even replying to tweets anymore!"

While one person added: "So now the phone lines aren't working and I've just watched the CEO say on BBC news that there is no timetable for repair even if we have got one of the affected machines. Great customer service."

Another customer said: "Is there anyone answering the phones?"

The manufacturer has tweeted out a list of affected washing machines for customers to check against their appliance.

'My Whirlpool tumble dryer caught fire after it had been fixed'

A MUM of four was forced to flee her home when her Hotpoint tumble dryer caught fire after it had been modified by Whirlpool to fix a fault.

Jemma Spurr, 33, from Hampshire was at home with three of her children - Amelia, 5, Freddie, 2, and Amber, 1, when her dryer caught fire.

The blaze even damaged her fridge, freezer and washing machine beyond repair and as they were low on cash and had no home insurance they were left without vital appliances for five weeks.

The dryer was one of 3.5million machines recalled by Whirlpool, which owns Hotpoint and other white goods manufacturers, in October 2015.

Over 1.7million appliances have been modified by the firm to fix a fault, and the company has long claimed that there had been no reports of modifications being uneffective.

But for Jemma, the blaze on her machine, which had been modified two years previously, had a devastating impact.

"The fireman said if it had been five minutes longer it would have been different story.

"Our gas pipe and boiler was really near the tumble dryer, so if that had exploded it could have been so much worse - my neighbour is a childminder and she had kids in the room next to our garage.

"It’s not worth thinking about, what could have happened.

"It’s impacted my anxiety more than anything.

"If I smell burning I'm constantly checking to see where the kids are."

What do I do if my washing machine is on the list?

To check your appliance, you'll need to know the model number and serial number.

For Hotpoint washing machines, the model number should be found on the inside of the door.

If you're machine is on the list, Whirlpool is advising you to unplug and stop using your machine.

Those who chose to continue using their machines should only use cold water cycles of 20C or lower as this significantly reduces the risk, Whirlpool said.

The company claims the potential risk could only occur when the heating element during a washing cycle goes above 20C.

What happens next?

Customers will have the choice of either a replacement washing machine, or a free in-home repair of their existing appliance.

But the recall won't start until January, so many will have to wait until next month to get a new machine or get their existing appliance repaired.

Jeff Noel, vice president of Whirlpool, said: “We sincerely apologise for the inconvenience and concern this may cause to our customers, particularly over the Christmas period, but we hope people will understand that we are taking action because people’s safety is our top priority.

“Preparing for a recall of this scale is a complex operation and we are working tirelessly to ensure we are ready to start offering replacements or repairs to our customers from early January.”

MORE ON MONEY

LATTE OPENING

Costa Coffee New Year's Day 2025 opening times

DOORS OPEN

Asda New Year's Day 2025 opening times: What time are stores open?

OPEN UP

Co-op New Year 2024 opening times revealed

TAKE NOTE

Marks and Spencer New Year's Day 2025 opening times explained

It comes after Whirpool originally pulled 800,000 fire-risk tumble dryers from shelves back in July this year in a separate recall.

The issue related to more than 600 models of vented and condenser tumble dryers made by Hotpoint, Indesit, Creda, Swan and Proline - all part of the Whirlpool brand - between 2004 and 2015.

The fault is apparently caused by excess fluff coming into contact with the heating element.