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Apologise in advance for lengthy post but want to be accurate as I feel I must be doing something wrong and would appreciate some help or advice:
Xmas eve – washing machine blew its circuit board as the drum (apparently) got too close to it and fried it and also made the whole machine rock and roll like I imagine Bill Haley did 😀
I called Indesit/Hotpoint to explain that a previous repair on the drum (was rocking around the clock then as well) three weeks earlier had obviously not worked and had now stopped the machine working at all (three weeks ago it had just blown a fuse) and could I have another engineer.
2nd Jan engineer arrives tries replacing circuit board but something else was needed as well and out of two parts ordered one was now obsolete so happily informs me that he has been informed that we will be getting a new machine (believe it or not I would ve been happy with existing machine repaired due to lack of underwear available) and to wait for D&G to call within 48hrs to arrange this.
The slip the engineer left me states
work done:
parts ordered but one part obsolete e.a. team contacted D&G contacted to contact customer for exchange details.Monday 5th pm as I hadn’t heard anything I decided to call Indesit as they had made repair visit. I explained I felt that as it was now 4pmish on a Monday that there might be some delay with regard to my repair process. I was told that I had to sit tight for D&G to get back to me.
Tuesday 6th I called D&G at 2pm to be told they were unaware of any repair and would be waiting on a “write-off” report from Indesit if machine couldn’t be fixed. I lodged a complaint as my slip left by the engineer said D&G had been contacted and that the lady answering the phone said she couldn’t do anything as Indesit was nothing to do with D&G!!! The complaint however would help “escalate” the situation which apparently would mean someone (D&G) would contact Indesit to get my job/process/replacement machine on the move?
Wed 7th I get a call from D&G to say they have solved my problem and it is down to a PART being required for my machine that is causing the delay! Despite trying to explain that this flew in teh face of all that I had been told and why had the part not been ordered and why had nothing been done since Friday I was spoken over by the operative and told that D&G had completed its commitment as it only knew about the problem when I called to Inform them on Tuesday.
As the D&G operative chose to continue not to actually let me finish a sentence I asked to speak to someone else (not a manager just someone that would let me explain what had happened) he refused to let me do so so I took his name and wrote via e mail to D&G.
I then took it upon myself to call Indesit again to complain that they had “dropped the ball” but also to try and see when they would actually ORDER the part as at Wed pm it still hadn’t been done!. I was greeted eventually by someone from customer service who then went onto to show exactly why she ought not to be in that dept. She started off by saying that I wasn’t guaranteed a replacement to which I tried to answer I wasn’t bothered I just want a working machine at which point she just started to talk over me as well saying that I have only paid for unlimited repairs etc etc and so it went on and she actually got rather childish but Ill spare you the details as I am sure it was only done to wind me up and is not really relevant. However she did say that the report had been sent on the Friday 2nd?
Finally I got a call back to answer my complaint regarding D&G and the operative who had answered my call from the very same person who I had complained about not listening in the first place!!
out of all of this I would like ot know:
1) Is this kind of attitude normal from these service centres? (British Gas repair protection which I have is a dream compared to this) I understand you do not know what I sounded like on the phone etc but I certainly didn’t entice bad behaviour or use foul language etc
2) How do I lodge a complaint that will actually get to someone that matters and will not be self policed by the very operative I am unhappy with?
3) Who is to blame out of D&G, The Indesit e.a. team, The Engineer (tho for me I think he is the least blameable as he was just a messenger)? who did or should of contacted the other to ensure that there was action on this repair from day 1?
4) Why is noone understanding that I am not bothered about having a new machine (I only ever use three buttons on the machine as it is and that includes the on/off switch so dont need a new fangled machine) but simply want a working machine to wash my dirties and am upset that there has been complete inaction since the engineer departed.
5) as I was told that D&G and Indesit are seperate companies and have nothing to do with each other in terms of reports cross referencing how do teh companies communicate? I mean what does the engineers lap top do?Really appreciate the help as I feel like I have entered a parrallel universe where I only speak martian and I make people go out of their way to be belligerent, obstructive and downright unhelpful
1 > with indesit, yes theyre quite abrupt and full of themselves quite often, im suprised at d&g ‘cos i speak to them regularly, yet i hear some strange things from customers regarding their general attitude.. although i do think time of day tends to be a mittigating factor
2 > save your time… you’ll never get it back
3 > its the indesit engineers fault if im honest.. with comet, its a simple call to d&g from site, its agreed if its a write off, and the customer is informed.. sounds like he hasnt even bothered to call them, which is his job, not anyone elses
4 > like ive said, if its late in the day, you usually get arsey phone people who have been screamed at by a cross section of people, who demand things unreasonably.. as you noticed, you werent really given the option to be nice.. its not uncommon
5 > yes, indesit and d&g are seperate companies, although ive seen indesit numbers on policies, ive never quite got that one. indesit pay per visit, and that can all be done by computer
although im no expert as to how indesit conduct themselves, it would appear youve been given the royal runaround by a company that cares little for it customer ( indesit, not d&g )im curious as to how a part is obsolete for your machine, if the pcb is at the bottom, it cant be more than 4 years old?
model number and more info might help?
Re: Indesit-Hotpoint/D&G how do I get them to work
Its nice to see that animosity between Comet and Indesit/Hotpoint engineers is alive and well!!!!
Harass DAG about the problem.
When all’s said and done, DAG are a very good and responsible insurer IMO that are very customer focussed. Sure, they don’t always get it right but they do listen to their customers and to the engineers and it’s that communication as well as a lot of understanding that makes them a lot better than many.
Like any large company however they do have systems in place that are there to try to ensure it all turns out okay, trouble is that it doesn’t always allow the flexibility that people often expect.
However, from what Helo has said as well I’m sure you can understand that they will do whatever they can to help you.
If you don’t get a resolution please let me know your name and postcode by PM/email and I will ask someone at DAG to look into it for you. I would be surprised if that is required though.
I’ve dealt with DAG for the best part of 20 years or more, it’s very rare that they screw it up.
K.
Re: Indesit-Hotpoint/D&G how do I get them to work
kiddo66 wrote:Its nice to wee that animosity between Comet and Indesit/Hotpoint engineers is alive and well!!!!
didnt thnk that was the issue here
the facts are, if the engineer had spoken to d&g and written it off on site, there would not have been an issue
nice to know you still have a beef with us, i was trying to help the poster
Re: Indesit-Hotpoint/D&G how do I get them to work
I have stated this on here before,I have no beef with any engineer at all wether self employed,comet employed or otherwise.
I have also tried to enlighten you of the structure within Indesit as regards exchanges but it appears to fall on deaf ears.
Indesit engineers have NO DIRECT CONTACT WITH D&G.
They wil not deal with us mere engineers it has to be done by our exchange team in Peterborough and it is up to them to decide if the machine is exchanged,in the case of an obsolete part the exchange team will try to source it from elsewhere to avoid an exchange.
Again I will point out that Indesit are paid up front from D&G at the start of the financial year so they could not care less how many repairs are carried out on a machine as it is not costing them anymore,this also explains why the last thing Indesit want to do is exchange a machine as any money left in the pot at the end of the year goes back into Indesits substatial profits…
Crap for customers I know but hey thats capitalism for you!
Unfortunately this doesnt help the poster but I hope it clears up a point or two.Re: Indesit-Hotpoint/D&G how do I get them to work
Hi
The way it works between Indesit and D&G is as follows.
You the customer take a policy out all be it via Indesit or direct with D7G it makes no difference as they are all administrated by D&G.
You get a number to call for service which is Indesits number.
Indesit arrange for an Engineer to attend. If the appliance is repairable and the parts are available ie. Not obsolete the repair goes ahead even if there is a delay in getting parts.
If the parts are obsolete the engineer calls into the E A Team ( Exchange Authorisation Team) to write the appliance off. Before it is written off the EA Team will try and source the part from elsewhere ( Recycling, Third party suppliers etc.)
If that is not possible the appliance is written off by the EA Team. This is done by completing certain fields on Indesits call management system. The next working day ( In your case Monday) the report from the previous working day is electronicaly sent to the D&G claims dept ( Which is a different dept to the one that you call) They then imput it onto there own systems so that by the Thursday it should be showing to all on D&G’s systems.
D&G then decide on what appliance you are going to get as a replacement and they write and let you know what they are going to be doing. All this can take up to 14 working days providing your replacement is in stock.
Sorry this is a bit long winded but there is no easy way to explain it.
Re: Indesit-Hotpoint/D&G how do I get them to work
The problem with D & G and Indesit, is D & G pay up front for all repairs and replacements, so if if a heap of shit that shouldnt be on a policy Indesit will try and get out of replacing as it eats into their budget. Not D & G’s
Re: Indesit-Hotpoint/D&G how do I get them to work
johnnyj wrote:The problem with D & G and Indesit, is D & G pay up front for all repairs and replacements, so if if a heap of s**t that shouldnt be on a policy Indesit will try and get out of replacing as it eats into their budget. Not D & G’s
Not quite true but I wont go into it on a public forum.
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