Friday, 6 June 2014

Not a great experience with @IndesitSupport!

Early last week our Tumble Dryer decided it would stop working. As annoying as this was, we were well prepared as we pay for extended cover with  to enable us to sit back and relax during one of these episodes. We have extended support cover on may items through  and this gives us peace of mind that any eventuality will be dealt with professionally and quickly....

(Or so we thought!)

After a quick phone call to Indesit....

a repair was booked and we waited (a few days) until the day we would finally have the ability to dry our washing again! The day finally arrived and we were frustrated to find that the repair engineer had to 'order a part' to enable a repair! These things happen I'm sure, so again we waited (about a week!) for the repair man to bring us a shiny new part and to fire up the Tumble Dryer!
Due to work commitments, I had to call Indesit and rearrange the appointment for the Friday instead of the Thursday. This was all done and we again waited in anticipation for that day to arrive!
I tried to book a holiday day at work so I did not loose any money but unfortunately that was declined as it was over subscribed, so I decided to swallow the loss of a day's pay in order to get this repair completed. Unpaid leave for Friday was agreed through work and all was once again well in the world!
The big day finally arrived! This morning we made sure the area around the Tumble Dryer was all tidy ready for the engineer to arrive on his steed and deliver us from this central heating hell!
At 08:49 exactly, I received a call from  stating that they were very sorry to inform me that the appointment was canceled as the part had been delivered to the engineer damaged!
I explained that this was not acceptable, but the lady (Beverly) was adamant that there was 'NOTHING' she could do! I asked for a complaints escalation and she stated that they would tell me the same!

Fast forward to now, and I get a call from the Customer Complaints Department (Michael) who ran through the same script that Beverly had done and then offered me a £20 Sainsbury voucher for being let down! I explained that whilst this was a 'nice' offer I wanted to get to the bottom of why the appointment had been canceled in the first place. Michael stated that the parts had been delivered damaged and that there was nothing they could do to get a replacement part out to me today. The earliest repair would be Monday next week! I explained to Michael that if it was possible I was going to request some information by the Freedom of Information Act as I could not understand why the part had arrived with them on Thursday evening when the original repair was booked for Thursday daytime! It does not make any sense at all.

So, the open questions I would like answering from  are:

1. Why did the part take so long to arrive in the first place?
2. If the part arrived on Thursday evening, why was this parcel not checked for damage on arrival?
3. Do they feel it is acceptable practice to cancel repair appointments on the same day as the repair?

I am hopeful that I can get a quick resolution to this as it has really upset me. Especially when a local repair including call out and parts would of cost me less than the overall cost of today! Worst of all, I still have NO TUMBLE DRYER!