Mrs Nina
London UK
Customer Care Manager Date: 26th September 2008
SERVIS
I never got through to the SERVIS Customer Care Manager, so it is to whoever is interested or concerned.
Dear Sir, Madam,
SERVIS Fault No.: 996460
Reference: SERVIS M9505W-1 Washer Dryer Serial Number 2007 2017 308-0140 77080
All I can say is, having been in the United States, this kind of Service would not be tolerated and the company would most likely be sued for inconveniences and damages. I am surprised United Kingdom allows this kind of company and trading practices.
Story so far………..to be continued but I can guess you know the plot
21st July 2008 - our 12 year SERVIS Washer/ Dryer went faulty, after calling several engineers they all said the 12 year old machine was beyond economical repair. I now think it would be cheaper and more convenient then the miss I am in now.
22nd July 2008 - we purchased the new SERVIS M9505W-1, as the previous SERVIS machine gave us pretty good service over the past 12years. But they just don’t make them like they used to.
Wednesday 10th September 2008 – The new SERVIS M9505W-1, Serial Number 2007 2017 308-0140 77080 was 50days or 7 weeks old and it broke down.
Wednesday 10th September 2008 – I called the National Rate telephone number (08705 168299, 6p a minute in my line, I found out later) for Customer Care as stated on the paperwork as the Machine is still under Warranty/ Guarantee. After going through the menu I was kept waiting for 15min, by which time I suspected everyone had gone home as the Care Line closes at 5.00pm.
Thursday 11th September 2008 – I called again 3 times as I was kept waiting over 10min at a time on National Rate, I had things to do around the house. On the 3rd attempt I got through after 15min.
Apparently, the machine was not registered although I posted the Warranty Paperwork when we purchased Machine, what a waste of time that was. It took 10minutes to register the machine. A further 10min was taken to register the fault, I mentioned I suspect the water pump as it kept stopping when the pump started, and restarted. I suggested if an Engineer called me on the phone I could go through the diagnoses with him to help him find the fault, but no one called me back.
Initially the ‘Call-Centre’ said it would be Wednesday before an engineer would come out. I insisted that the engineer will have to come out quicker as my husband and 3 kids need clean clothes for work and school, plus I have elderly parents living with us. The ‘Call-Centre’ brought it forward to Monday 15th September.
Monday 15th September – The engineer arrived, initially he said it just needed a reset, really that simple is it. While the Service Engineer was filling in his paperwork the machine started to interrupt the cycle, stopping and starting. He then came to the conclusion the ‘Circuit-Board’ needed replacing, so I am not dumb after all. I laughed as the machine is only 50days old, will is last the warranty period let alone 12 years. The engineer laughed back and said he was not sure if he had a spare board in his van. I did ask if he kept an inventory of what spares he had in his van, I guess that is too simple.
He rummaged through his van two, three times and said he did not have the part. If the part is available he would be back in 2 days otherwise it will take 10days, I asked him to call me either way in 2days, not surprisingly he did not call.
Thursday 18th September - I called the National rate telephone number at 14.35, I was held waiting for 15min, I had to hang-up as there is more to life then to call SERVIS. I called again after picking up the kids from school. Kept waiting 10min this time, to be told the fault was the Water-Pump. I said ‘no that is what I suspected’ but apparently it is the Circuit-Board. ‘Yes, it is on order’ by the Engineer on Monday the 18th, and ‘the part will come from Italy’. She said I should expect a call from the Engineer on Thursday the 25th September, 10day from the day the Engineer visited my house. I asked the lady at the ‘Call-Centre’ to get the Customer Services Manager to call me, not surprising the Manager did not called.
Thursday 25th September – I did not receive the call from the Service Engineer, at around 16.30 after being kept waiting for 10minutes (no surprise), I asked if they were understaffed or is it normal practice to keep their customers waiting on the telephone. Apparently the ‘Circuit Board’ arrived on Monday 21st September, and they had no idea when the Service Engineer will get around to me. I asked for the Customers Service Managers phone number so I may call him, I called the number (0121 568 8333), and no surprise it directed me to call the National Rate Number which I have been calling from the beginning (08705 168 299).
I went online and found numerous websites where SERVIS Customers experienced similar issues with SERVIS Customer Care. Had I known before I would not have bought this DAMN machine. I am now hoping I do not have to go through the nightmare stories I have read online.
Friday 26th September – I called the shop where I bought the Washer/ Dryer and he was willing to change the machine if I get a reference number from SERVIS, quite understandably so he needs to return the unit to SERVIS.
I rang SERVIS on the 08705 168 299 and waited 10min as usual, when I got through they said the part is still on order and will take up to 28days for delivery. I said that the Service engineer and the call centre previously said on numerous occasions it will take 2 days or 10days and now she was saying 28days, I guess after 28days they will say 3months and then I will not be able to return it. She said she could not vouch for what her colleagues said and she was telling me what she knew. I asked for a reference number so I may change it with the shop from where I bought it from. She said she could not without the Managers permission. I asked her to ask the Manager then she said the Manager was not there. I asked to speak to the Supervisor or the Manager she said I had to call head office. Seeing that the conversation was getting me nowhere, I asked if the conversation is being recorded and I lied and said I was recording this call she said it was illegal and I needed her permission. So I said take me to court then, she cut me off. After threatening legal action and contacting the BBC Watchdog.
The conclusion I came to is that this is a Call Centre not in India, but I think they would have helped a bit more, not at a SERVIS Head Office, or any SERVIS office but down the road somewhere. Run by muppets, untrained, unemployable people on minimum wage because I do not think normal person can sleep at night after treating people this way.
So, I guess I have to wait 28days now. The machine was fit for use for 50days and it will be idle with the circuit board hanging out for 28days. I have lost total confidence in the machine and the company.
I looked at the paperwork and it does not state the number of days needed to deliver ordered parts, like 2days, 10days, 28days or even 3months.
Meanwhile, I will continue to wash my families’ clothes by hand, at the launderette and ask friends and family to help. I already had one load go pink on me. I will keep these note up to date, plaster it on every website I can find. And possibly try to sue SERVIS at a later date.
I wonder if the MD of SERVIS would tolerate this kind of service or if he is aware of the service his company provides during the warranty period. |
Date
408 days ago by Nina 
