Tuesday, September 26, 2017
Manufacturer ‘failing customers’ months after Shepherd’s Bush fire

Manufacturer ‘failing customers’ months after Shepherd’s Bush fire

The fire destroyed two apartments at Shepherd's Court - PIC: London Fire Brigade

Household appliance manufacturer Whirlpool is still “failing its customers” one year after announcing a safety issue with many of its tumble dryers, according to an investigation.

Consumer watchdog Which found that one in five affected customers surveyed in April were still waiting for their machines to be repaired or replaced.

The fault was brought to public attention in August when a huge fire broke out at a tower block in Shepherd’s Bush.

A subsequent investigation found a faulty Whirlpool dryer was to blame for the blaze, which gutted two apartments.

The manufacturer continues to offer official advice suggesting that dryers due for recall are safe if closely monitored.

But the London Fire Brigade and Hammersmith MP Andy Slaughter are leading a campaign for all Whirlpool dryers to be immediately recalled.

Which has investigated the issue twice this year – in April and again in November.

It found that a third of customers who had had their dryer repaired or replaced were dissatisfied with how the manufacturer had handled the situation.

Which’s Alex Neill said: “It is absolutely unacceptable that one year on Whirlpool customers are still seeing slow, poor service and potentially receiving incorrect and dangerous advice.

“Following the devastating fire caused by a tumble dryer in Shepherd’s Bush earlier this year, Whirlpool cannot be allowed to continue letting consumers down.”

Whirlpool said the safety of consumers was its “number one priority” and that it was committed to ensuring the tumble dryer modification programme is carried out in a safe and timely manner.


Manufacturer ‘failing customers’ months after Shepherd’s Bush fire