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I have a 9 month old Servis dishwasher which has stopped working – I have contacted Servis and asked for repair under guarantee – they agreed to send an enigineer along and gave me a date & time. I took time off work and the engineeer failed to arrive. I called and re-arranged, took time off work again and the same thing happened. I called them to complain and was told they only took complaints in writing. I have now written 3 letters and sent one of them recorded delivery, they are refusing to reply to me in writing and will not speak on the phone – anyone have any suggetions on how to proceed.
I note from an earlier post that someone previously had problems with Servis and held the engineer hostage when he finally arrived !! I have now been without this appliance for 2 months and seem to be getting nowhere with them
Re: Servis UK Problem
Thats pretty bad service (no pun) by any standards. Most of us on this site just could not get away with customer service like that. Servis, in general, use contracted ‘agents’ such as many of us on this site and most of the manufacturers we work for wouldnt stand for that sort of service. Trouble is, being under warranty there is nothing else you can do really other than complaining vigorously to Servis UK and, of course, dont buy one of their products in the future.
Hope you get it sorted soon.Re: Servis UK Problem
Molliesmum wrote
anyone have any suggetions on how to proceed.
In general the manufacturer is not responsable to you to repair the faulty product. Your contract is legally with your supplier, go back to them and insist that they deal with it on your behalf. Do not be fobbed off, IT IS THEIR RESPONSABILITY not the manufacturers, make yourself unpopular with them, talk about compensation for phone calls, loss of wages etc.
Regards
SparkeyRe: Servis UK Problem
SUCCESS !!!!!
After numerous call to the Servis un-helpline & 2 letters of complaint I took my complaint to the Press – The Judge on the Sunday Mail contacted them regarding my inability to get any satisfaction from their Customer Service Department, that brought a flurry of phonecalls from the Complaints Manager who immediately suggested she would replace my appliance. Got a delivery time and true to form the new machine arrived – only 1 slight problem it was stoved in at the front !! however the engineers installed it and advised me to call Servis for another replacement – another week passed and a shiny new machine arrived in pristine condition. So far so good. Moral of the story – Get the Press involved, opened doors fro me in double quick time. Still would think twice before purchasing Servis again. 🙁
Re: Servis UK Problem
At least you got action. I had an appointment likewise in January. Engineer not in area so missed appointment, diagnosed over phone part needed from Italy. 3 weeks later a less than 2 year old Servis washing machine replaced with a Bosch because I was spending so much at launderette cut my losses. I am issuing a County Court summons for damages for missed appointment – EVERYONE DO THIS – Domestic & General didn’t refund policy premium of £89 but gave us the cost of the repair had it ever happened £132. Servis is Merloni which makes Indesit, Ariston, Hotpoint & Scholtes. Avoid.
As for insurance, put £1 in a money box for every wash.Re: Servis UK Problem
john loader wrote:As for insurance, put £1 in a money box for every wash.
John,
Thanks for that, that I believe should be considered as todays ‘top tip’ :tup:
Wow! Just think how much one could save using the John Loader Plan :rotfl:
Martin
Re: Servis UK Problem
john loader wrote:Servis is Merloni which makes Indesit, Ariston, Hotpoint & Scholtes
Just to correct you there before there’s any confusion John.
They are not the same Merloni, they just happen to both be owned by Italian families with the same surname.
One is Antonio Merloni who owns Servis in the UK, the other is Merloni Elettrodomestici (now known as The Indesit Company) who own Indesit, Ariston, Hotpoint Creda etc.
The two owners are, I believe brothers though.
Dave.
Re: Servis UK Problem
As a company that carries out work on behalf of Servis UK it might be valid to reiterate an earlier point. When you purchase an appliance of whatever make, it is the responsibility of the RETAILER to resolve any problems. This small point is usually misunderstood. The retailer is the one who has taken your money not the manufacturer. The problem that those in the repair field have, is that we repair on behalf of the manufacturer but find ourselves from a practical point between the retailer and the customer. We have no authority to scrap the customers machine but can only report back our suggestions. As a final thought, the failure rate currently with Servis machines, is no greater than that of similarly priced appliances.
Re: Servis UK Problem
Dales-Electronic wrote: We have no authority to scrap the customers machine but can only report back our suggestions. As a final thought, the failure rate currently with Servis machines, is no greater than that of similarly priced appliances.
As we say to customers who are demanding an exchange rather than a service call. “We are contracted as the repair agent to in fact repair the product, If you are telling us you are refusing the repair, there is little point in us calling”.
We then throw it open to the customer to either accept our visit to facilitate the repair, or go to their retailer if they insist on an exchange. If they are not having it, then back to where they bought it. Simple as that.
Regards failure rate on Servis machines, I agree totally with Ian Dales posting, you get what you pay for, and when you look into the price range of this particular product, they fall into this category. On the whole comparing like for like it isn’t too bad a product.
Alex
Re: Servis UK Problem
As someone that used to do work for the company that Servis Uk contract there service work out to I had regular experience of customers telling me how there appointment had been moved once or twice before I got there.
Also one other point is that Servis Uk INSIST on booking the calls and offering call dates and times ( when they are forced ) ,But have absolutely no idea where the engineer is going to be at any given day/date ,One of my many bugbears was going to one area on say a wed for two jobs only to get back and find they had sent a call over for the friday had I been contacted I could have done it same day! but as it was we would have to contact the customer and re-schedule ,Which is annoying to say the least when you have perhaps taken the day off etc .
Towards the end of our time with them I had a few ‘special’ calls that needed to be done urgently turned out the local BBC radio station was on the case so it does seem to work ,But on the other hand why should the customer have to resort to this just to get good service
LawrenceSERVIS…..flippin’ SERVIS….i pay them insurance premiums quarterly and have been waiting for repairs to my freezer since november….they say they are going to call….they dont….they say when repairers are going to arrive….they dont….they havent even reimbursed me for spoiled food due to there weak system of repairs…..im now serving in afghanistan and i cant do anyhting until i get back meanwhile my wife and children are the ones who are ultimately suffering back home because of servis’s lack of co-operation in this matter
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