“I’m extremely disappointed with Hoover’s customer service regarding my H-Wash 300 Pro. The machine developed a well-known fault with the fascia/dial connection which causes the LEDs to loop and the machine to beep loudly. Hoover are fully aware this is a recurring issue with this model, yet they refuse to help unless I pay over £120 for labour, despite the part being covered under their 10-year parts guarantee.
To make matters worse, Hoover removed the WiFi functionality that was advertised at the time of purchase — a feature that I specifically bought the machine for, and the only reliable workaround for this fault. They removed it without notice, without compensation, and without providing any alternative.
All I asked for was the replacement part so I could fit it myself, which would cost them next to nothing and would completely resolve the problem. Instead, I was passed around, given generic policy responses, and offered £20 “compensation” rather than an actual fix. They refuse to send the part unless I pay the engineer fee, even though the issue is a manufacturer defect, not wear and tear.
I’m honestly shocked by the lack of interest in helping a customer with a known fault, especially when the solution is simple. I’ve owned Hoover appliances before and expected better, but this experience has made it clear that Hoover are not standing by their products or their customers.
Would not recommend based on this service.”
“Hoover candy VAC Free 500 model. Lasted just over one year and they gave a PX for new machine. Re chargeable battery died after 18 months, blocks up very easily and you have to did the blockage out. Very Very noisy and putting the very small dust container back in place is tricky. Telephone staff not very happy or helpful and replacement battery expensive. We went for this machine as it is light to use and will stand on its own when leaving it in the middle of use.”
“Just purchased a new fridge / freezer and the product appears to work well. However, according to the info when I purchased both the fridge and freezer are supposed to have seperate temperture controls but they don't as there is only one panel in the fridge.
Setting aside the issue with the temperature contro, I can live with that, the worst came when I registered the product. According to the large sticker that was on the door when it was delivered there is supposed to be a 10 year guarantee on parts. It clearly says, "Register Now for a 10 Year Guarantee on Parts" and yet when registering it says I have a one year guarantee on Parts and only have 11 months left. Hotpoint also offer 10 year guarantees and they do honour them as I have used the guarantees for parts, a few times. Hoover however are making the same offer then being dishonourable by not giving it once the purchase has been made. That could be seen as dishonest buut regardless it is dishonourable at the very least and especially when throughout the registration process they keep adding pressure for a purchase of insurance, at a monthly cost. Even after finalising the registration they make a point as to how one has refused to buy their insurance and asks why one has refused, many times throught eh process. After stating why the insurance was declined Hoover then ask how one will pay for insurance if he / she changes his / her mind?? Now for the good news for those with Hoover products and like myself haven't caved in to their harrassment to buy their insurance. The insurance is being mis-sold, which is illegal in the UK. Before selling such insurance they have a legal obligation to inform the customer of his / her statutary consumer rights and they don't. Under consumer rights legislation consumers have up to six years of legal cover for any partts that are critical for the operation of any white goods. It covers both breakdown and inherent faults that the company may or may not be aware of. The onus is on Hoover to prove that any failure of critical parts is not down to either an inherent fault or is down to normal wear and tear. Hoover have to prove that any breakdowns within six years are down to either misuse or negligence by the consumer or is down to acceptable wear and tear when the current legislation expect white goods to last more than six years with normal wear and tear. So, if you do purchase a Hoover product and are tempted to buy their insurance after they have not honoured their offer of a 10 year parts guarantee, think again! Do you really need that insurance when you can force them to make repairs for up to six years? Personaly, if I knew Hoover would be so dishonourable I would have stuck with Hotpoint.”
