Whirlpool tumble dryer customers could wait a YEAR for repairs or replacement, Which? investigation finds
FAMILIES with fire-risk tumble dryers are still waiting for repairs or replacements a year after the problem emerged, a probe has found.
Whirlpool is in the process of fixing an estimated 5.3 million machines across the UK after finding a defect last October.
Out of the possible 5.3 million dryers which could have the default around 1 million have been replaced or repaired, so far, Whirlpool told The Sun online.
It has previously estimated that around 4.3 million machines may still be in homes.
This means that millions of households across the UK may still be using a machine which is a potential fire-risk.
A Which? Investigation in April revealed delays in repairs — and now a fresh probe by the consumer group outlines the chaos customers face.
Whirlpool was found giving potentially dangerous advice to mystery shoppers posing as customers.
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One was told their machine was not affected despite providing the call centre with a model number Which? knew to be at risk.
Which? managing director of home and legal services, Alex Neill, said: "It is absolutely unacceptable that one year on, Whirlpool customers are still seeing slow, poor service and potentially receiving incorrect and dangerous advice. Its modification programme is clearly not progressing as fast as it should.
"Following the devastating fire caused by a tumble dryer in Shepherd's Bush earlier this year, Whirlpool cannot be allowed to continue letting consumers down. It must clean up its act and sort out this mess urgently."
It is absolutely unacceptable that one year on, Whirlpool customers are still seeing slow, poor service and potentially receiving incorrect and dangerous advice
Alex Neill, Which?
Shadow minister for housing and London, Andy Slaughter, said: "The new research produced by Which? provides further evidence that Whirlpool's response to this issue has been totally inadequate thus far, and makes it clear that they have disregarded the safety and consumer rights of those in possession of these faulty dryers.
"Whirlpool need to rectify this immediately, and should do so by implementing a full product recall and changing their safety advice to consumers, as recommended by the London Fire Brigade.
"It is also essential that they come up with a plan to track down and recall the approximately 2.9 million unregistered faulty dryers that continue to operate in people's homes, and therefore to pose a potential risk to both life and property."
Whirlpool need to rectify this immediately, and should do so by implementing a full product recall and changing their safety advice to consumers
Andy Slaughter, MP
Fire chiefs warned owners of faulty dryers must stop using them immediately, after one was found to be the cause of a huge tower block blaze in Shepherd’s Bush, West London.
London Fire Brigade said they believed a faulty Indesit dryer was the cause of the August 19 blaze, following a "painstaking" investigation.
It urged parent company Whirlpool to change its advice to customers so that any dryers waiting to be modified are not used.
Whirlpool said: “We urge everyone who owns an Indesit, Hotpoint or Creda dryer manufactured between April 2004 and September 2015 to check if their dryer is affected and then register for a free modification if it is.
"The safety of consumers is our number one priority and we are committed to doing everything we can to ensure the tumble dryer modification programme is carried out in a safe and timely manner.”
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