Thaw deal as Moira wins refund

Moira Redmond is feeling flush after winning a refund of £120 for food that was spoiled when her freezer twice went on the blink. Moira encountered a number of issues with a Hotpoint freezer she had bought online from Appliances Direct.

Within eight months, it had broken down so it was replaced.

However, the same fault soon developed with the new freezer and Moira was advised to submit a claim for spoiled goods resulting from both incidents.

“Hotpoint attempted to repair the second freezer but the appliance failed again,” said Moira, from Burnside, Glasgow.

“This time, seven drawers full of food were ruined.

“It took a total of seven engineer visits to eventually fix it.

“We had to take time off work to wait in for the repair men or ask our parents to be in while they visited the house.”

Moira said she felt like she was being pushed from pillar to post while trying to get the £120 she was claiming for two loads of food that had to be thrown away.

“I made countless phone calls to the company’s customer service department but I couldn’t seem to get anywhere.

“I kept being asked for photographs of the ruined food or receipts for it, but I didn’t have either.”

In frustration, Moira wrote to Raw Deal and we asked Hotpoint to look into the matter.

The company soon cleared up the issue.

A spokesperson for Hotpoint’s parent company Whirlpool said: “Our customer services team have now offered to cover the customer’s claim in full.”

Moira thanked Raw Deal for intervening and a cheque for £120 from Whirlpool is winging its way to her.