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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 ?
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. I have spent over £500 on an ISE machine and in return have recieved nothing but stress/hassle. For £500 I could have easily bought two machines from Comet and run these. Its no good advertising a 5 year or 10 year warranty on a washing machine but not providing an adequate level of customer care/service to back this up. If this how the washing machine industry operates then really it is not worth taking these warranties on.
Re: Domestic Appliance Horror Stories2 ?
Looks like I am at the mercy of ISE and its insurers. It appears that neither wants to help the customer. Anyone reading this thread will see how much of a horror story this has turned into. It cannot be any worse than the tales on the other thread.
Re: Domestic Appliance Horror Stories2 ?
So at what point will ISE accept that shipping the part via courier is no longer viable i.e. how many times does the part have to break ? all the while the customer (me) is still without a working washing machine ?
Re: Domestic Appliance Horror Stories2 ?
Well given that I have paid for the insurance/warranty (£500 for the washing machine etc) can I ask that the wgt not be sent by courier and instead be driven via taxi ? At least this would ensure it arrives intact as clearly sending it by courier is not a viable option
Re: Domestic Appliance Horror Stories2 ?
Advised by ISE that yet again the part required has arrived damaged. Don’t know how many times this has happened and clearly something is going wrong if parts are being shipped and arriving in a damaged state. Perhaps ISE can look at alternatives e.g. sourcing the part locally ? Also this having a negative impact on our household – 2 adults, a children and 2 OAPs
Re: Domestic Appliance Horror Stories2 ?
From my perspective the experience of having these “different” faults has meant not having a washing machine that works. After each engineer visit a new problem arises which can only mean one of two things: 1. there is an underlying issue with the machine itself or 2. the work carried out has not been satisfactory and has lead to a new problem being created. I can certainly provide several emails to ISE which have not been answered and subsequently I have had to ring ISE on more than one ocassion to get an update. The cost of the part itself may not seem a lot but when you factor in the number of visits made by the engineer then surely these costs have escalated to the point where it becomes uneconomical to continue. Is ISE’s insurers aware of this or is it the case that no matter how old the machine is, ISE will just continue to send out an engineer ? I purchased this machine on the basis of a 5 year manufacturers warranty but am now being told that after 3 years, the machine is covered by an insurance policy ???
At the end of the day I just want the washing machine to be fixed and in good working order.
Re: Domestic Appliance Horror Stories2 ?
I appreciate the fact that there are certain factors that are beyond the control of a manufacturer i.e. delivering parts intact etc but for a customer not have a working washing machine for nearly two months cannot be acceptable to any manufacturer, be it ISE, Hotpoint, Indesit. As a minimum I would have hoped that ISE would have offered a replacement machine as there appears to be numerous issues with the machine I have. Also I did mention the two different faults (drum and leaking water) in my opening post. Now there is the issue of a broken weight. Another point I would make is that throughout this whole saga it has been the customer (me) who has had to chase the manufacturer/ISE engineer for updates. Is this something that I as a customer should have to do ? Now i don’t know if this is normal practice within the domestic appliance industry or maybe I am just an unlucky customer who has had a bad experience ???
