“I don’t normally write reviews but having had such a poor experience with a Hoover/Candy Product and then again with their customer services I felt it important that other people understand what an awful company they are to deal with so you can take this into consideration when choosing white goods.
I purchased a HFF195WWWK FRIDGE FREEZER in 2019 after precisely 54 weeks the Freezer failed and so I called to look at getting it fixed. ON contacting Hoover/Candy I was given 2 options because it was out of warranty a one off payment of over £130+ or a payment plan of £15.99/month for 12 months (£192) to give a years’ worth of cover for faults and future callouts, I took the latter.
When the engineer finally arrived, he clearly knew the fault as he brought the replacement part in his bag prior to even setting foot on the premises. When asked about this it transpires that this is a well-known fault with a bad batch of fans having early life failure.
I challenged Hoover/Candy with a complaint regarding the product being clearly sub-standard. I waited 10 days for a response and got nothing. On escalation to the CEO I had a response in under 10 mins.
Hoover considered that a failure of a £400 Fridge Freezer in 54 weeks was perfectly acceptable and refused to cancel the repair agreement or even contribute. Here is the extract from there response
Whilst it is regrettable that your appliance has failed, and required an engineer visit, we cannot agree to your interpretation, ‘not fit for purpose’. According to our records the appliance has functioned perfectly well until this time. It is still possible for any appliance to experience a component failure, and in line with all other manufactures, HooverCandy ensure the appropriate guarantees are given to the user to protect them from possible repairs.
Having worked my self in a manufacturing environment myself for a number of years I can definitely confirm other manufacturers would have taken a much more positive customer attitude to this type of failure.
Every other White Goods product I have purchase dover the last 30 years (none of them being Hoover/Candy) have lasted a minimum of 5 years most lasting 10 or more.
I will let you make your own minds up about Hoover/Candy but if I could give a 0-star review for this company I would. My recommendations would be as follows
- Avoid the product HFF195WWWK or any of its derivatives as it has weak components
- I would not consider buying any Future Hoover/Candy White Goods products based on this experience and the attitude/responsiveness of their customer services”
“I don’t normally write reviews but having had such a poor experience with a Hoover/Candy Product and then again with their customer services I felt it important that other people understand what an awful company they are to deal with so you can take this into consideration when choosing white goods.
I purchased a HFF195WWWK FRIDGE FREEZER in 2019 after precisely 54 weeks the Freezer failed and so I called to look at getting it fixed. ON contacting Hoover/Candy I was given 2 options because it was out of warranty a one off payment of over £130+ or a payment plan of £15.99/month for 12 months (£192) to give a years’ worth of cover for faults and future callouts, I took the latter.
When the engineer finally arrived, he clearly knew the fault as he brought the replacement part in his bag prior to even setting foot on the premises. When asked about this it transpires that this is a well-known fault with a bad batch of fans having early life failure.
I challenged Hoover/Candy with a complaint regarding the product being clearly sub-standard. I waited 10 days for a response and got nothing. On escalation to the CEO I had a response in under 10 mins.
Hoover considered that a failure of a £400 Fridge Freezer in 54 weeks was perfectly acceptable and refused to cancel the repair agreement or even contribute. Here is the extract from there response
Whilst it is regrettable that your appliance has failed, and required an engineer visit, we cannot agree to your interpretation, ‘not fit for purpose’. According to our records the appliance has functioned perfectly well until this time. It is still possible for any appliance to experience a component failure, and in line with all other manufactures, HooverCandy ensure the appropriate guarantees are given to the user to protect them from possible repairs.
Having worked my self in a manufacturing environment myself for a number of years I can definitely confirm other manufacturers would have taken a much more positive customer attitude to this type of failure.
Every other White Goods product I have purchase dover the last 30 years (none of them being Hoover/Candy) have lasted a minimum of 5 years most lasting 10 or more.
I will let you make your own minds up about Hoover/Candy but if I could give a 0-star review for this company I would. My recommendations would be as follows
- Avoid the product HFF195WWWK or any of its derivatives as it has weak components
- I would not consider buying any Future Hoover/Candy White Goods products based on this experience and the attitude/responsiveness of their customer services”
“Bought £180 worth of cordless vacuum on Christmas eve 2019, very pleased with the vacuum cleaner.
Went to charge the battery last week and dropped the plug onto a soft carpeted floor, the black/negative pin snapped off, rendering the charger useless.
Over the years I've owned many appliances with similar plugs, all robust enough to outlive the appliance, they're obviously using cheap materials to save money now, so beware.
I emailed Hoover to see if they would/could help, they didn't want to know/weren't interested.
I now have a useless vacuum!!!!!!
Luckily I kept my old Henry, 15 years old and still going strong, more than I can say for Hoover, two months old and useless!!!!!
THEY EVEN EMPLOY PEOPLE TO REPLY TO REVIEWS AND WASTE MORE OF MY TIME BY ANSWERING IN THE FALSE HOPE OF A POSITIVE SOLUTION, ONLY TO GET A DON'T WANT TO KNOW/DON'T CARE ATTITUDE FROM THEM -- AGAIN.
I REITERATE, HOOVER PRODUCTS ARE A LOAD OF RUBBISH, DO NOT TOUCH WITH A BARGE POLE!!
FURTHER CAVEAT, NO LUCK/HELP FROM HOOVER,
QUOTED £17.50 FOR NEW PLUG, HA, £11.50 FROM E-BAY, SEE WHAT I MEAN ABOUT RUBBISH COMPANY, COMPLETE RIP-OFF !!!!!!!!!”
“Straight forward to buy for a fortune but when it comes to it breaking down the customer service is appalling
5 repairs in 3 months called for another last week and I’m still sat with a broken tumble dryer waited for a week for a resolution team phone call, costing me a fortune in drying at a laundrette and no one appears to want to help me!!
Numerous phone calls and all instigated from me
I paid a fortune for my dryer it’s been breaking down since February and 5 times in last 3 months since! Also have extended warranty on it with domestic and general who don’t want to resolve either, why do I even pay a premium
This machine is unfit for purpose under the consumer of goods act so I guess I’ll have to get trading standards to sort the resolution
My advice DO NOT BUT THIS MACHINE!!!!!”
“Bought the 9kg internal washer and it works really well. Front panel a bit loose on installation and they send a repair man out to assess promptly , ordered spares and back the next week top install. Friendly technician (Bob) who installed and tested while I was there.”
