My tumble dryer is a fire hazard but firm won’t replace it with same size model

I was told my 8kg Indesit tumble dryer is a fire safety hazard but the firm will only replace it with a smaller model: What can I do?

  • Indesit recalled a number of machines in 2019 saying they could be unsafe 
  • Those with larger models are being asked to accept smaller ones  
  • This has left some still using their older, potentially hazardous, machines 

We have an Indesit 8kg tumble dryer. It was part of a safety recall in 2019 due to being a fire hazard.

For the best part of last year we have been trying to organise a replacement machine with the company using its live chat and Facebook.

However, we have only been offered a 7kg replacement although we need another 8kg dryer as we have super king size bedding.

If they are not offering the same model, surely it should still be the same size. Is this right?

Some consumers have had their tumble dryers recalled as they could post a fire hazard

Grace Gausden, This is Money, replies: This whole situation has been incredibly frustrating for you.

Not only are you stuck with a dryer that is a potential fire hazard, you are having no luck getting a replacement from Indesit.

Unfortunately, faulty models have resulted in several accidents in the last couple of years including an explosion at a home in Suffolk

Whilst you have spent many hours trying to get in touch with it, there is no email for Indesit and it has not responded to the emails you have sent to its head office.

You said the email on their legal page bounces back and the live chat window is not working so it is impossible to contact it.

The only way you managed to contact anyone is through Facebook. 

Through the chat on its page, you were advised that a 7kg model is all the firm is ‘authorised’ to offer as its policy has been approved by the Office for Product Safety and Standards saying if you were unhappy, you should contact the OPSS directly. 

It added the reason for not offering the exact same model is that in many cases it is no longer manufactured.

Instead, it said, it is offering a brand new product with equivalent – if not better – specifications from its new ranges. This is despite the new dryer being smaller.

Whirlpool, which holds a majority stake in Indesit, said it cannot change its offerings.

Whirlpool holds a majority stake in Indesit & looks after the product recalls and replacements

Whirlpool holds a majority stake in Indesit & looks after the product recalls and replacements

A Whirlpool spokesperson replies: We are sorry to hear of this customer’s experience. 

As agreed with the UK regulator, the Office for Product Safety & Standards, we have offered the same package of replacement, repair or refund options to all customers with tumble dryers affected by this recall – over 125,000 since summer 2019 and over 1.8million since the campaign launched more than five years ago at the end of 2015.

We have spoken again to this customer to confirm their options and once they have chosen we will process as quickly as possible.

Grace Gausden, This is Money, adds: Whirlpool said it worked closely with the regulator OPSS and agreed to offer the same options to all customers affected by the recall, offering no alternative options outside of these. 

It added that to ensure it could process replacements in a timely manner, it was agreed that it would make four options available for customers, so they can choose which one is the most appropriate for them.

In line with its agreement with the regulator, it is not able to offer alternative options outside of these.

The first option is for customers to get a free replacement dryer, although, as we know, this doesn’t necessarily mean the same size as the model you already have. 

The second is the ability to upgrade for a ‘small charge’ although it doesn’t say what this is.

The third is a free of charge modification together with a £50 voucher that can be used to buy another Whirlpool product at any time. However, some may not wish to buy Whirlpool items again after finding out their original model was a fire hazard.

Lastly, there is the option of an age-related refund premium of between £35 and £150 including the collection of the dryer.  

Whilst it may seem unfair that you were unable to get the same size dryer as Indesit is not offering it as an option, it could be worth investigating what the ‘small charge’ would be for a new model.

It may also be worth taking your complaint to Trading Standards to see its reponse.  

Could you cut your energy bills… or help the planet and go green? 

Millions of people could be needlessly overpaying for their energy as they fail to switch to providers who offer cheaper deal.

They may also be missing out on the opportunity to help the planet and fight climate change, by switching to green deals that offer electricity from renewable sources and more environmentally-friendly gas.

With our partner, Compare the Market, you can compare energy tariffs and exclusive deals.

Why not find out if you could save hundreds of pounds a year on your energy or go green?

>> Check to see if you can start saving money now