Product recalls

  1. All you need to know about the Whirlpool washing machine recall

    Video content

    Video caption: Alex had had to wash all her mum's clothing since the fault was revealed in December
  2. Video content

    Video caption: 'It has been an unfortunate situation', says Whirlpool
  3. Whirlpool's online recall checker still down

    Whirlpool recall website

    Worried owners of Hotpoint and Indesit washing machines are still struggling to access a recall website to check whether their machine is a fire risk.

    Half a million appliances need to be fixed or replaced as their door locking system can overheat.

    But manufacturer Whirlpool's model checker website has been blighted by technical difficulties.

    The company has apologised for the safety issue and has now had to say sorry again for the IT fault.

    "The issue is due to a third-party system provider. We understand that it is not related to traffic to the website," a spokesman said.

  4. Whirlpool has taken 17,000 calls today

    Simon Gompertz

    BBC personal finance correspondent

    Call centre

    Whirlpool has been battling to get its customer help system up and running after announcing a recall yesterday of half a million Hotpoint and Indesit washing machines.

    Customers complained that they could not gain access to a special website to check if their machines were affected.

    The company says it has worked through the night with its online provider and now has a new system ready which addresses the issue.

    It says the revamped website should be up and running by early afternoon if not before. People have also been struggling to get through on Whirlpool's helpline.

    Whirlpool says it has taken 17,000 calls already today, mostly from people who do not own faulty washing machines.

  5. Whirlpool says 'we've been working through the night'

    Washing machine

    “We are truly sorry for the technical issues customers have been experiencing on our website.

    “One of our third-party service providers suffered an issue which affected our recall website.

    “We’ve been working with them through the night, and have built a new online system to fix this.

    “The system is being tested, so the website is still suspended for the time being, but is due to be up and running shortly.

    “In the meantime, we urge anyone with a washing machine bought since 2014 to call us on 0800 316 1442 and one of our team can help them.

    “The call centre is open seven days a week and we are extending opening hours to make sure we can be available to help our customers when it’s convenient for them.

    “We will be providing further updates as the situation progresses.”

  6. Whirlpool: Black or white?

    BBC Radio 5 Live

    Wake Up To Money

    Colin O'Neill

    More on that recall of half a million washing machines in UK homes are to be recalled, branded as Hotpoint or Indesit. THey sold for more than five years, but their door locking system can overheat creating the risk of fire.

    Colin O'Neill (pictured) of CJM Washer Services in Newcastle has been repairing this problem for several years and told Radio 5 Live Wake Up To Money that customers wanting a quick visual check should look for whether they have a black or white piece on the right hand side of where the door hook goes. If it is white that is more likely to be the problem one.

    He said he had taken a call from a customer while the item was on the news bulletins on Tuesday. "She doesn't want to wait for them to come out. I've got the job booked in," he said.

    But the customer will have to pay and he did not know if Whirlpool would repay that cost.

  7. Whirlpool site still down

    BBC Radio 5 Live

    Wake Up To Money

    image of broken website

    Half a million washing machines in UK homes are to be recalled, plunging manufacturer Whirlpool into a fresh saga over dangerous appliances.

    The machines, branded as Hotpoint or Indesit, were sold for more than five years, but their door locking system can overheat creating the risk of fire.

    The website to report issues is not working and Leon Livermore, chief executive of the Chartered Trading Standards Institute, told Radio 5 Live's Wake Up To Money that there was still a lot more detail to come from Whirlpool and that it was really hard to advise people what to do.

    He says to use Resolver or Citizens Advice.

    He said that the rules were around what was "that is reasonable and forseeable".

    The consumer's primary contract is with the retailer, he says, although it may be unfair to put the retailer at the centre of this.

    "Hopefully early in the new year we will get sufficient detail about what the mechanics of this recall will be."

    For now, unplug the machine or use it at 20 degrees, he says.