We bought a Beko freezer as part of a kitchen refit. The day after it was fitted, I loaded it with frozen food. The next day, I found that the food in the top half was at room temperature and had thawed. (The remainder was still frozen). I phoned at 5:45pm. 57 minutes later I was still waiting for someone to answer but, despite repeatedly being told that someone would be with me shortly, I checked online and found that their call centre closed at 6pm and I was waiting in vain!

I called next day and got an engineer to come out, 2 days later, & he discovered the fault, which he couldn't fix as he didn't have the necessary part. I asked for a replacement freezer, but he said Beko would repair it. Then I got a text to say that they were waiting for the relevant part - and nothing since.

I tried to call to tell them to replace the freezer, but every route I tried through their automated system ended in 'Sorry, we're unable to answer your call right now. Please try later or go online'. Selecting the option to say 'did you receive the appliance in the last 30 days' is the surest way to end the call, I found.

I went onto the online system; it hung.
The online chat icon didn't work.

Hotpoint 'customer service' is an oxymoron. Had I realised that Beko was part of the Hotpoint Group, I may well have not chosen this brand, but our previous Beko freezer, maybe 7 years old, has given sterling service. It still is because, fortunately, we didn't get rid of it when the new one arrived so we were able to rescue some of our food. (BTW, despite the freezer having been DELIVERED FAULTY, Beko say they won't reimburse us for the ruined food. But given everything else I've experienced from them, why should that surprise me?)

UPDATE: The Hotpoint 'Service Team' responded to my original post, giving me a WhatsApp number and a link to their Online Chat. I tried BOTH. Each time, a bot answers and, when I ask to be transferred to talk to a human being, I get a message to the effect of 'I will put you through now' and then, as the Americans say, 'crickets'. I can only assume that NO HUMAN BEINGS work for Hotpoint, except those receiving executive salaries and bonuses.

FURTHER UPDATE: After finding YET ANOTHER number for Hotpoint 'service' (the 4th I've seen so far), I finally managed to speak (briefly) with an agent who promised to put me through to someone who could help. I'm still waiting.

Meanwhile, the Hotpoint Complaints page (you'll have tog oogle it, as they don't allow links here) is festooned with people saying, like me, that it's impossible to get anyone to speak with you or to even book a follow-up visit when the first one fails to resolve the question. Beko used to be a decent company - it seems it no longer is, and I'm astonished that Hotpoint is getting a 4.5 on this site.