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Re: Domestic Appliance Horror Stories2 ?
Washing machine has been repaired. Many thanks to all at ISE
Re: Domestic Appliance Horror Stories2 ?
If ISE had followed my suggestion (early last week) to send the part via taxi then this problem would have been resolved. Can ISE at least offer a commitment to have my machine fixed before this upcoming bank holiday or will it be the case of another wasted 4 days……….all the while I still have a broken washing machine……. + 2 months and counting….. will the part be delivered today ?
Re: Domestic Appliance Horror Stories2 ?
Just advised by ISE that latest part is damaged. There is a surprise!!! Honestly lost count of the number of times this has happened. How many is that now ??? I realise the cost of the part is minimal and costs of courier is reclaimed by ISE. But where does this leave me the customer ?
Re: Domestic Appliance Horror Stories2 ?
All of last week I was pleading with ISE to get my machine fixed before the bank holiday and the part required was not sent out until last thursday. Of course it was never going to reach the local agent until this week, the earliest would have been today. So tell me, what extra did ISE do, knowing the above, to help ? Am still without a functioning washing machine. To put it into perspective, since 20th Feb, my washing machine has only worked 4 times.
Re: Domestic Appliance Horror Stories2 ?
recvd update from local agent – part was not delivered as previously stated(incorrect info from courier or ISE). part was shipped on the morning of 21st april (though i was led to believe that part would have been delivered earlier). has not arrived today. local agent advised that delivery is unlikely today. possible it may arrive tomorrow. email sent to ISE but might not be picked up until next tuesday.
Re: Domestic Appliance Horror Stories2 ?
oh silly me i get it now. ISE isn’t that bad because the others are really BAD!!! OMG what a damning indictment of the industry. Instead of worrying about the others why don’t you raise your own game a bit ? The yard stick you are measuring your own performance against is how lousy the opposition is.
Anyway I just recvd a call from ISE to advise that part has been delivered to the local agent and hopefully it will be intact and we can get closer to a resolution.
I am not seeking attention here. Positive feedback is easy to post on a website and when ISE delivered this machine I sent them an email praising them on the service they provided. I still have that email and can post it here if required. ISE shouldn’t be afraid of negative feedback. on the contrary they should accept it and try to learn from it.
Re: Domestic Appliance Horror Stories2 ?
LOL. Gawd forbid I would dare to take advantage of ISE, lest you forget that I am the one who is still waiting for ISE to manage what looks like the near impossible task to try to ship a part from A to B intact. I have tried to play by their bizaare rules and guess what, that doesn’t even work. they told me to ring to the local agent, i have done that. I have called ISE today and guess what, told they would ring me back, they never did. All the while i am still without a working washing machine for over two months. so spare me the “give and take” tale because by any standard you care to measure the quality of service provided by ISE is POOR. But do clue me in on what ISE does stand for ???
Re: Domestic Appliance Horror Stories2 ?
the latest on this:
1. email sent to ISE requesting update – no reply recvd
2. Rang ISE and spoke to a lady who said she would contact local agent and come back to me – no call back recvd
3. I called local agent who advised that he is still awaiting delivery of the part (this part should have been delivered yesterday ?)
4. Rang ISE to check on delivery status of this part. advised they will check with their spares dept and ring me back.Re: Domestic Appliance Horror Stories2 ?
As previously stated I have re-adjusted my expectations so they are in line with the current standards of the washing machine industry and fyi I have called the agent regularly (kinda hoped ISE who use the engineer and know him better than I do, would do that)
Re: Domestic Appliance Horror Stories2 ?
did not receive any further updates so am cautiously optimistic that part has arrived safely and hopefully engineer will be visiting today to fix our washing machine.
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 ?
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 ?
Am sure there is a clause in the ISE warranty forbidding that
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 ?
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.
