Whirlpool FINALLY undertakes full recall of tumble dryers

Whirlpool, the giant manufacturer of home appliances, has finally seen the light on the issue of dangerous tumble dryers. It has announced today (10 July 2019) that it will issue a product recall of all tumble dryers at risk of fire that have still not been modified.

On 12 June 2019 I wrote a blog post The end of the spin cycle? The Consumer Minister, Kelly Tolhurst, had announced that the Government intended to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire. She told the House of Commons at the time that “consumer safety is a priority for the Government”. I said that history would say otherwise, given how long we have taken to get here.

On 4 June the government’s Office for Product Safety and Standards (OPSS)  informed Whirlpool of its intention to serve a Recall Notice. And at last, today, it has been announced that Whirlpool UK Appliances Ltd is to issue a full product recall of tumble dryers not yet modified from consumers’ homes.

Consumers with an affected tumble dryer that has not been modified will now be entitled to a new replacement machine. This will be delivered and installed, with the old one removed. This will be carried out at no cost to the consumer.

Whirlpool has committed to:

  • deliver a significant new consumer outreach campaign with wide ranging publicity of the product recall aimed at reaching affected consumers and driving up awareness
  • guarantee no charges for delivery, installation or removal of machines
  • improve identification of, and outreach to, vulnerable consumers
  • provide OPSS with timely reporting of progress made in the product recall

Although there have been stories of some people having issues with modified machines, it looks like these will not be recalled. Should you still be having issues, I would advise following the usual complaint processes following the advice in the link below, the tips, and referring to the full product recall.

Fire Whirlpool The tumble dryer story without the spin

My report Whirlpool – the tumble dryer story without the spin outlines what happened up until April 2018. It includes details of apparent contradictions in advice provided by Whirlpool, results of Freedom of Information Requests to Government departments and Peterborough Trading Standards, London Fire Brigade statistics and recommendations, research and investigations. All in one place.

 

It amazes me that a company so large could have taken such a shoddy approach to consumer safety and cared little for its reputation. It has taken many years of campaigning to ensure that the government takes action and forces this company torecall these dangerously defective products.

Will Whirlpool survive this debacle? People often have short memories but I think in this case where a company has shown such disregard for consumer safety and its own reputation that it will struggle to rebuild its badly tarnished reputation.

 

 

 

How to complain to DFS and gain redress

The Complaining Cow doesn’t sit around when solving a recliner sofa problem

Lorraine’s complaint against DFSsofa showing huge gap in the middle between the two seats at the front

In November last year Lorraine bought two recliner sofas from DFS. When they arrived she discovered that one of the recliners didn’t work, the sofas moved and separated and didn’t match. One recliner tipped right over while people were on it and again when her grandson was on it and when her friend’s large dog jumped up onto it.

Lorraine contacted DFS on the day of delivery regarding the broken recliner and was told that it could take up to 8-12 weeks for a replacement if the broken one couldn’t be fixed.

sofa woman with baby on one side with hand down the middle showing the gap

Days later she called again about the dangerous tipping of the other sofa and asked for it to be taken away. DFS refused to so this. Oddly she was told that the movement was normal and that once reclined you weren’t supposed to move! Not moving when sitting down? Really? In any case, in addition to this absurdity she had been told in store that it was safe for the children if they climbed on it, even when in the reclined position. Lorraine said that DFS staff “didn’t seem bothered that it had tipped with people in it”.

Continuing complaint against DFS

Over the next few days she spoke to a number of people from DFS. She dealt with different people from various departments as she was sent from pillar to post. One of the reasons I always advocate writing not phoning is to avoid this situation as well as ensuring you have your evidence trail. Eventually she spoke to the manager of the store who, when she asked for a refund, told her “that’s not going to happen”. She explained about all the problems with the sofas, in particular the issues with children’s arms getting trapped. The photos and even a video showing the tipping were still not enough to get a refund, according to DFS.

DFS said they would send out a representative to come out assess the sofa.
Then Lorraine got in touch with me….

The Complaining Cow resolves DFS customer complaint

Lorraine had already agreed that DFS could inspect the sofas the following day, so I advised her to write, stating that she reserved her rights under the Consumer Rights Act 2015. (CRA). The CRA states that if the item is not of satisfactory quality that the customer is entitled to a full refund up to 30 days from point of purchase. Having reported one issue on the day of delivery and another days later, she was entitled to a full refund on both. Reserving her rights meant that she could still reject the sofas.

In the meantime… I advised Lorraine to write to the CEO (find contact details for CEOs at ceoemail.com and refer to the Consumer Rights Act 2015 and her right to reject the goods for a full refund. I also advised threatening to take the matter to the Furniture Ombudsman.

DFS complaint resolved to the full satisfaction of the customer
Within 24 hours the head of DFS Group Customer Services telephoned, apologised most profusely and confirmed her sofas would be collected. Lorraine received a full refund of £2225.

More help for complaining effectively about furniture.

Rip Off Britain Independent reports

For more help on complaining effectively see Top 20 Tips How to Complain!

 

 

Cover of How to Complain updated 2019 large cow logo

For masses of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Lorraine’s review of the book is here.

 

 

 

 

 

Sofa with gap in middle