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Whirlpool tumble dryer customers wait two weeks for exchange or refund

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Written by: Paloma Kubiak
19/12/2019
Customers with a recalled Whirlpool tumble dryer are waiting an average of 12-14 days for the product to be exchanged or to get their money back.

The latest update on the Whirlpool tumble dryer recall reveals that 104,731 new customers have come forward since 12 June 2019. This is the day after Minister Kelly Tolhurst announced the intention to serve a recall notice on Whirlpool.

Under the recall, customers with an unmodified, affected tumble dryer are entitled to a new replacement machine. As part of the recall, Whirlpool must deliver and install a replacement and remove the old appliance free of charge.

The Office for Product Safety and Standards (OPSS) today revealed that customers waited an average of 14.6 days for a product exchange, 12.3 days for a refund and 6.4 days for a modification.

Over 78,000 cases have been resolved, which includes 56,165 machines being replaced, 13,773 machines were part exchanged, 3,351 were collected and refunded, and 5,129 machines were modified.

OPSS added that the average time taken from a customer registration to resolution stands at 34 days.

And since Whirlpool set up its dedicated website on the recall, 615,584 visit have been made between 11 July and 17 December.

Whirlpool first issued a safety warning about millions of dryers in 2015 after it acquired the Hotpoint and Indesit brands and discovered some machines had a fault which made them a fire risk.

Since then the company has modified about 4.3 million of the affected products to make them safe, but the product recall meant about 800,000 unmodified, affected tumble dryers will need to be replaced.

Earlier this week, Whirlpool announced another recall, this time on Hotpoint and Indesit washing machines. It said there’s a risk that the door locks of affected machines could catch fire due to overheating during the washing cycle.

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