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Re: Domestic Appliance Horror Stories2 ?
ruhiyan wrote:How much money has ISE and its insurers spent thus far on trying to fix my machine ? Calculate this from when I first reported the fault on 20th Feb and add in all the costs for the engineers visits, spare parts, courier costs etc.
On call, one charge. It’s the way the industry works, the repairers do not get paid for every call that they have to make but it is a common misconception that they do get paid for every visit.
ruhiyan wrote:I have spent over £500 on an ISE machine and in return have recieved nothing but stress/hassle.
So the three plus years it’s worked fine was all stress and hassle was it?
I’m sorry but that’s a ludicrous thing to say.
ruhiyan wrote:If this how the washing machine industry operates then really it is not worth taking these warranties on.
Which is the conclusion that ISE reached a year ago and the OFT have reached as well a few days ago in respect to extended warranties as they operate for most electrical good in the market.
More here and here on the subject if you want to research.
K.
Re: Domestic Appliance Horror Stories2 ?
So the three plus years it’s worked fine was all stress and hassle was it?
I’m sorry but that’s a ludicrous thing to say.
Of course there is no hassle when a product works. The stress and hassle is occurring now because ISE cannot repair my washing machine. This is not the first time either. I reported a fault with the ISE machine back in Sept 2009 and again the same level of customer service was shown. On that occasion it took ISE 5 days to arrange for an engineer to visit in order to replace worn brushes. Again I had to chase ISE on this. The point I am trying to make is that as a customer I should not have to go through this. As a customer I should not have to ring the local engineer to find out when my machine is going to be repaired. If ISE is trying to be different from Hotpoint, Indesit, Zanussi etc and project itself as a company that is different from the crowd and offers a better service then it needs to up its “game” in the customer care front. Otherwise you might as well post this thread with the rest of the “horror stories”
Re: Domestic Appliance Horror Stories2 ?
ruhiyan, I get completely that you are hacked off, want the machine sorted and that the only way you can vent your frustration is to come on here and blast it out to the world. Totally get it.
But, I do not possess the ability to make couriers go faster and take more care, nor does anyone else I expect.
But, you have to also understand that nobody at ISE is not doing exactly what they should be doing to resolve the issue as quickly as they possibly can. For one, nobody will want the aggravation.
If there was an easy solution I’m sure it would already have been done.
A lot of what ISE is about is that you could and should call the local engineer instead of a call centre.
K.
Re: Domestic Appliance Horror Stories2 ?
ruhiyan wrote:[color=#000000]I reported a fault with the ISE machine back in Sept 2009… …it took ISE 5 days to arrange for an engineer to visit in order to replace worn brushes. Again I had to chase ISE on this
omg your demanding. have you ever experienced electrolux’s service force merry-go-round or indesits “we’ll be out next week” and morning of booked date – sorry engineer cant be with you tomorrow, we have re-booked it for nearest available slot, in 2 days time, if thats not good enough then sod you, weve tried our best attitude? 5 days for an initial manufacturers call out is really good, even belling/stoves/lec, who can achieve a first call date in that period struggle with a first time fix, as often the spares sent out are wrong, at least your getting the right parts sent!
ps if you want any advice on parcel transit speak to your local dhl/fedex/parcelforce driver next time you speak to them. the staff in sorting offices will literally throw and kick parcels from one side building to another. one dhl guy saw/heard a chinking “fragile” box thrown overarm into a van. we dont make this stuff up to palm you off, major courier companys are covered by insurers too, so have no notion of responsability…
Re: Domestic Appliance Horror Stories2 ?
Well I guess the concept of “going the xtra mile for a customer” is one that has not quite reached ISE and the washing machine industry. I apologise for the fact I am so demanding in that respect. After all why change tried and tested processes/procedures. If it not too much to ask I would like my washing machine fixed by this thursday, please.
“5 days for an initial manufacturers call out is really good”
Had to do a double take when I read that. Really, 5 days to replace worn brushes is good ??? Trust me I have adjusted my expectations accordingly.
Re: Domestic Appliance Horror Stories2 ?
In fact ISE do go beyond most expectations in terms of service.
Over 70{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of all service calls are made within 24 hours. Over 90{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} within 48 hours. Over 75{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of any service calls completed within 4 days.
Stats that I’m pretty sure some would be more than happy to achieve.
And, I’ll add another, the weights that have been broken have been either physically dispatched or a dispatch arranged within an hour of the request, just like the other spares that have been required. Please point out to me what’s not good about that level of service?
It’s not right 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of the time but then, most people will accept that no company can get it 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} right 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of the time, it’s simply not possible. Such as this issue with broken parts on delivery, there’s nothing that ISE or anyone else can reasonably do about it, so 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} cannot be achieved and not through anyone’s fault really.
What do you mean by “going the extra mile”? What do you reasonably expect anyone to do that they haven’t done already?
K.
Re: Domestic Appliance Horror Stories2 ?
All of which is great and to be applauded but the fact remains that since 20th Feb my washing machine, for one reason or another has not worked. We are now on 20th April, exactly two months down the line and still no closer to a resolution. Going the “extra mile” would involve sending the part via taxi. I work in the IT industry and if our parts were continously being damaged in transit by couriers we would not keep trying to send them via courier and hope for the best or put it down a bit of “bad luck”. our customers would not accept that and we would not accept that either, especially as it involves downtime on our kit. The company I work for is not a huge or well known company but we pride ourselves on customer satisfaction.
Re: Domestic Appliance Horror Stories2 ?
Am sure there is a clause in the ISE warranty forbidding that
Re: Domestic Appliance Horror Stories2 ?
So ruyihan you consider it reasonable to expect a company, for a machine that cost £450 and is three years old to spend £200 minimum on a taxi service to get a part to you and then on top of that to pay for a repair as well?
How can you possibly even remotely think that’s even close to reasonable?
ISE or the insurer, as I said, would be cheaper just to send you £200 and scrap the machine.
You also, again, are twisting the tale to suit yourself, the machine has been repaired in the period you mention, the fact is that there has been several faults in the time.
You also are washing for four adults and two children so I would expect that the use is high. Hence the requirement for brushes as they wore out at two years old and bearings at three. And, if I am correct then you can likely expect other components to fail before the warranty expires.
For that sort of use most of the guys on here would have said you’d needed an ISE10 range machine for that sort of use.
It’s sorta like with IT, to frame it with references you’ll know, where you use non-server class cheap drives in a server you expect a 99{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}+ uptime on, it ain’t gonna happen and it’s unreasonable to expect it to.
K.
Re: Domestic Appliance Horror Stories2 ?
So ruyihan you consider it reasonable to expect a company, for a machine that cost £450 and is three years old to spend £200 minimum on a taxi service to get a part to you and then on top of that to pay for a repair as well?
How can you possibly even remotely think that’s even close to reasonable?
Or to put it another way do you think it is reasonable for customer to put up with a machine that has not worked for two months, even after it has had several repairs and on top of that you want me to buy another ISE machine ? Is that adding insult to injury ? What kind of warranty is being offered on the ISE10 ? As for your IT analogy, it is false because we are talking about the quality of customer service being provided by ISE or the lack of it
Re: Domestic Appliance Horror Stories2 ?
No I don’t think it’s reasonable. But, that’s not the complete truth is it?
The fact is that the machine has failed several times in a short period and been sorted several times.
I didn’t say or ask you to buy another ISE machine if you would kindly read what was written. What I said was that, for the use, the machine that you bought is not the most suitable.
The IT analogy is not false at all, the point that was being made was about buying the correct item for the job required. There was no comment made about the level of service.
But, if you want to get into how warranty claims work on the likes of failed drives or PCs in general in a domestic setting compared to electrical goods I’m more than happy to get into it with you. But I expect that your level of service is offered to commercial clients paying ongoing maintenance charges which is completely different to this scenario.
K.
Re: Domestic Appliance Horror Stories2 ?
I accept the machine has been repaired several times. Again is it failing because of the build quality of the machine or the work carried out by the engineer ?
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