Servis / Terrible experience
Bought Servis M0330 fridge freezer, product has limped to three years old and died. Originally needed an engineer visit within twelve months as the super low maintenance frost free freezer was clogged up with ice. Numerous problems followed but hey no problem as I was silly enough to take out the extended warranty offered by Servis. What could go wrong, well plenty but Servis were not keen to come and fix it. Last straw was when freezer continued to work albeit noisily but the fridge gave up on life. Rang Servis, held for 30 minutes but hey may be they were busy. They asked me for my details I said no problem I have my piece of paper here with all my extended warranty details on it. I gave them my plan reference, my address and the model number. No problem - actually there is said my lovely customer service advisor. We need a job number. I said Pardon? What's that? You need a job number said the advisor from the insurance company who take the premium off you for the extended warranty or we can't send an engineer. Well we can but you will have to pay for the engineer's visit. I pointed out my lovely warranty cost £77 per year and they wanted to bill me for a visit. Can't help, said the advisor. I hung up and some what angrily rang the insurance company. Not easy their phone number is on the policy agreement with Servis Cares across the top of it but that number doesn't work so you have to look on the internet to find it. The insurance company said, "they don't need an authorisation number. Tell them that." I rang Servis back, half an hour wait but - no you need that authorisation number. I rang the insurance company again but - bad luck after five pm they go home for the day. Next day - ring insurance company, get authorisation number. Ring servis - 15 minute wait, hey not bad. I said, "I am trying to get someone to come and look at my fridge freezer you said I needed an authorization number although I gave you the plan reference you said this wasn't enough. I have the authorisation number now please can I have a visit?" The customer service person said, "ok." I said do you want the authorisation number then?" He said, "no its okay. We do need to re-register you on our system though." I said, "please stop messing about. You have my post code you have my plan reference here is the authorisation number now please arrange an engineer visit." Lots of slow keying in, time on phone so far 25 minutes. Eventually "yes you can have an engineer in two days time." In the meantime I obtained an independent report from an engineer not connected with Servis who advised me he won't do repairs on Servis products they are rubbish and my best plan is to get a new fridge freezer. Engineer from Servis arrives and confirms fridge freezer needs a part which will take ten days to arrive. Sadly by now lost all faith in this company and their products so rang Servis (another fifteen minutes holding time) and said "I can't manage without a fridge freezer for ten days please cancel the part. I have had an independent engineer look at it and he said I am best off just getting a new one." "Okay, " they said. I said, "not really, this has cost me money for phone calls, loss of food from the freezer, I would like you to now make me an offer for payment of my expenses at least for the phone calls." "I don't have authority for that and no one else here has either, " said the customer service advisor, "you will have to write in." Well given how my calls have been dealt with no thank you! I am not ending the matter there I am going to take this up with the insurance company funding these warranties offered by Servis. Advice: do not buy Servis products, do not buy their extended warranties. Waste of my time/ money/ rubbish products. guess I am lucky fridge freezer limped to three years life albeit with numerous problems.
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