AEG / Intolerable service, no response!
Below are 2 emails sent firstly to AEG in Germany to which no reply was received, and then secondly the email to the AEG Head Office in Johannesburg, South Africa. I also faxed the correspondence to AEG South Africa to ensure that they received it. I have had no reply from either (Fax or email). I will be taking this matter to the Consumer Council of South Africa but would like it posted on Complaints.com also if possible. I am also notifying our local newspaper of this matter and shocking service or complete lack thereof.
The update of the below complaints is as follows:
The fridge has now been repaired. The washing machine drum mechanism is damaged and has to be replaced at great cost as it is out of the guarantee period. The parts have to be ordered from Germany. The Technicians are unable to tell us if it will take 3 weeks or 3 months.
I have decided it will be pointless to repair it and will instead replace it with another brand appliance.
W. de Sousa
----- Original Message -----
To: carlos.careiro AT electrolux.com
Sent: Tuesday, March 13, 2007 9:47 AM
Subject: Fw: URGENT EMAIL FOR THE INTERNATIONAL SERVICE MANAGER : AEG
I believe you are the contact person in Johannesburg regarding service issues. Plse find below a copy of my email sent on Friday which is self explanatory. No response has been received thus far.
However, note the update to the below mentioned letter is as follows:
1) My staff managed to get an AEG technician to come to the house on Friday to assess the problem with the washing machine. The machine was purchased late 2002 so it is barely 4 years old. However, the technician has discovered that the drum has to be replaced due to wear and tear. At this point I am incredulous as to how this is possible after only 4 years of regular residential use in a household of only 2 people. I am still waiting for a quotation but it appears that it will be a costly repair and I am of the opinion that it would be a complete waste of money and will be more inclined to replace the appliance with a brand that is indeed worth it.
2) The telephone call (mentioned in the letter below) made on Friday in an attempt to get some sort of service was to your 0860 number. I eventually hung up after being put on hold repeatedly.
3) The Logistical Manager mentioned was Renier van Rensurg to whom I wrote regarding my original complaint - no replay as yet has been received.
I have still not received any information as regards the fridge repair apart from the fact that the part has arrived in CT. Unless I hear anything to the contrary by the end of today, I will be filing this complaint with the consumer council.
Wendy de Sousa
----- Original Message -----
To: aeg-hausgeraete.kundenservice AT aeg-hausgeraete.de
Sent: Friday, March 09, 2007 11:19 AM
Subject: URGENT EMAIL FOR THE INTERNATIONAL SERVICE MANAGER : AEG
Dear Sir / Madam
I am writing you in connection with the service of AEG South Africa.
At this point I am absolutely at a loss to understand what the AEG Customer Service policy is as it appears to be non-existent in Cape Town, South Africa.
As I write this I am on hold to the AEG Service Centre - I have been on hold (telephonically) so far for approximately 15 minutes. I am trying to book a service call for repair of an AEG Lavamat 74630 Update Washing Machine which no longer spins.
This however, is the least of my problems. I also have a double door stainless steel AEG Refrigerator which has an ice-maker that has not been working for over a year. For 10 months of that year I have been trying to get it repaired by AEG. The model is 6 years old and cost me R25,000 at the time it was purchased. A technician came out and whilst attempting to remove part of the ice-maker, cracked the inside plastic covering which will cost a fortune to replace. I was then informed the part for the icemaker (the flap) would have to be ordered from Germany (I did not agree to repair the cracked covering as it would cost over R3000 even though the technician did the damage!).
That was 6 months ago. They apparently forgot to order it and then when they did, they ordered the wrong part. Nobody ever came back to inform me though. My secretary has made over 50 calls to AEG in attempt to have this fridge repaired and to date, it remains broken.
I also wrote to the AEG SA Logistics Manager in Gauteng (Johannesburg) to get action on the repair of the fridge and did not even get the courtesy of a reply.
In addition to this, I also own an AEG Tumbledryer and an AEG Dishwasher. I can honestly say that I will NEVER buy another AEG product again. I have never come across such appalling service and absolute disregard for customer care in my life.
It is clear that AEG concentrates solely on the sale of their products but has no interest whatsoever in after-service and maintenance of their very product that keeps breaking down. Prior to purchase of my AEG appliances, I purchased Defy products. None of which ever gave me half as many problems as your products. And if, on the odd occasion, I required maintenance of the product, there was excellent follow up and service.
I find this service intolerable for a product line that is so costly. I urge you to contact me without any delay or arrange to have all the AEG products removed from my household and replaced with a product from a reputable company that cares about it's customers and it's products! I will also furthermore be in contact with the SA Consumer Council as regards this appalling service.
F.Y.I. I received no response to my telephone call to the AEG service center (which I was on hold for) and after 30 minutes I hung up. I will now contact another general appliance company and send the invoice for payment to AEG Gauteng.
I await your urgent response.
W. de Sousa