Beko Customer Service

Good evening all,

Just wondering if it’s my bad experience of Beko service, or if they are generally “not good?”

Essentially, I’m an independent engineer and also supply and install appliances if appropriate.

Last week I replaced a very old Beko washing machine for a modern equivalent, as the original had thrown the drive belt off, due to severely worn drum bearings, which wasn’t viable to repair.

My elderly customer was happy with my suggestion of replacing said machine with a modern version, which I carried out at the end of last week.

However, her “helper/carer” phoned me on Monday stating that the new m/c was leaking from the door on a wash cycle, which it wasn’t when I ran an initial test/flush cycle.

I revisited the same day, and confirmed that there was a small water leak from the door. (typical of a worn/compressed door seal on this occasion leaking from the outside, evidenced by leaking down from the bottom of the door along the outer frame.)

Said leak wasn’t serious, although clearly unacceptable, so I phoned Beko from my customer’s home to arrange for them to rectify this matter under warranty.

Naturally, this entailed a lengthy call, resulting in a date for one of their engineers to visit to sort the fault out under warranty.

To my surprise, Beko confirmed an engineer would visit just two days later, (Wednesday 29th June) and that my customer would be contacted that morning with a time slot.

However, I received a call from my customer on the above day, (yesterday) stating that no Beko engineer had visited, or indeed, phoned her!

So, I called Beko customer service today, to see what was happening, and was informed that a “third party” company that they use had ordered a spare part to cure the leak. (yet hadn’t had the decency to inform my customer that they would not be visiting as arranged!)

I said that it was bizarre to order a replacement part for any fault without even visiting to assess, and I was staggered when they confirmed that the part ordered was a soap dispenser item!

At this stage, I requested to speak to a manager, having spent over 40 minutes waiting, and the speaking to a Beko employee that I could barely understand.

Following a lengthy wait, my call was diverted to a “customer satisfaction survey,” which I did not respond to, and was then “cut off!”

So, I phoned Beko again, and despite being unable to speak to a manager, I was eventually advised of the phone number of the third party company Beko are using for this matter, and to call them!

The above “third party” company confirmed that a part for the soap dispenser had been ordered, and apologised for not contacting my customer. ( the part would arrive with them in about five days time, and they could visit the following week!)

I relayed the above back to my customer, who naturally was not happy.

So, I decided that requesting a replacement washing machine was probably the best solution, and my retailer is now in the process of contacting Beko to request such.

All the above has caused lots of unnecessary stress for my customer, and myself, I would be grateful if someone let me know how they would have handled things better. ( considering I think I’ve done just about as much as I can… lengthy phone calls to Beko, and their sub contracting company, along with me quickly confirming a leak, arranging for a Beko engineer visit, and dealing with several messages from an irate customer.)

Hopefully, a replacement washing machine will be authorised, which my customer will be very happy with, although, of course, should/when this happens the onus will be on me to carry out the necessary work in disconnecting, and returning the appliance, along with installing the new one, presumably without any recompense?

Regardless, I plan on complaining to Beko UK when this matter is resolved….

jonty