Customer (dis)service (General Comments / Advice)

Member Name: mrlotterby

Product:	General Comments / Advice
Date:	05/09/00 (575 review reads)
Rating:

Advantages: Er......

Disadvantages: the customer is always...wrong!

When buying an electrical appliance it's worth taking into account Customer Service. My experience relates to an oven, but could just as easily be a washing machine, microwave etc.

We had a problem with our new Whirlpool oven..it seemed as though heat was escaping as the area around the oven was like a hothouse.
By a strange coincidence "Watchdog" then did a feature about Whirlpool ovens saying that there was recognised fault with the seals on the oven door and that it was worth getting them checked over. We called them out and a man declared that there was nothing wrong.
Well after our kitchen units began to warp due to escaped heat, it became patently obvious that there WAS a problem.
It was then that we came into contact with Whirlpool's Customer Services department.
They arranged a home visit and then arrived at a time we said we'd be out. They eventually came and said that there WAS a fault which they would put right at their cost. (as well as replacing the warped units). They ordered the parts and came round again when we said we'd be out (and then moaned at us for not being there) and then did the same thing again.
When we phoned to arrange another visit they said they'd sent the necessary parts back because we hadn't been in!
So then they had to re-order the parts…and we are still waiting to get them fitted. (This has been going on since July!)
Add to all this confusion the fact that Whirlpool promise to "find out what's happening and phone back" and never do (that's happened half a dozen times). I've tried to complain to the Customer Services Manager (off sick) and even the MD (on holiday).All I want is my oven repaired!
Well apparently the parts have now arrived and an engineer is calling on Tuesday. I have explained that WE ARE OUT ON TUESDAY...what's the betting an engineer calls anyway!!

Summary: