Kitchen Appliance Servicing Contract Customer Service

  Newuser939 19:03 21 Sep 2012

I have a kitchen appliance maintenance contract with Domestic & General for my Bosch appliances. D&G insist on using Bosch themselves for any work. Recently I had to wait for a week and a half for an engineer's visit. That visit did not cure the problem, but this time I am having to wait two weeks from the request to the engineer's visit. Most people (except Bosch, of course) would regard that sort of delay as completely unacceptable. Accordingly, I would hope to move to a better provider when this year's contract is up. Is there such a provider, or is there a gap in the market for a provider who values good customer service?

Just incidentally, I am aware of the arguments for and against such contracts, but that is not the point of this posting.

  Forum Editor 07:25 22 Sep 2012

We have the same contract with the same company, but for a mixture of machines - Bosch fridge/freezer, Miele washing machine, dishwasher and tumble dryer.

We find that Miele engineers respond within a week, but Bosch are slower, although the delay can vary. I've always put it down to volume of work, and because the service is so good when they arrive we've lived with the delays. Perhaps it's a case of better the devil you know.

  spuds 13:53 22 Sep 2012

"Is there such a provider, or is there a gap in the market for a provider who values good customer service?"

I recall dealing with Domestic and General in their infancy, and that company as grown to a much larger organisation, taking in many companies products under warranty claims.

What I find rather baffling is how a number of companies offer their own warranties, and at the same time offer Domestic and Generals services via leaflets in cartons which new items are supplied in.

About twelve months ago, we purchased a fridge freezer from Currys, and that came with offers of warranty services via the manufacturer and D&G. We took out the 5 year years parts warranty supplied by the manufacturer, and thought nothing more about it.

This month, we have been informed by D&G as well as Currys, that the twelve month guarantee is about to expire, and would we like to continue the warranty on the product, for a further 3/4 years. One warranty and letter from Dixon Group Know How and the other from Domestic & General. No mention of the manufacturer's warranty, that we had already extended.

  Newuser939 16:46 03 Oct 2012

FE By way of an update, the engineer came after my two week wait and decided that a particular spare part was needed. However, the Bosch stock control system is so awful that the part is not available anywhere in UK or Germany. Consequently I will have an indefinite wait until the repair can be completed! I think that FE must have been very lucky. You still have to wonder how a company with such a poor standard of customer service can accumulate so many "best buys" from Which?

  Forum Editor 17:36 03 Oct 2012

Thanks for the update.

I'm astonished to learn of the Bosch stock problem. Do you know what the part is?

  Newuser939 18:17 03 Oct 2012

FE No, I'm sorry, I don't know what the part is that is causing the problem. In fact it appears that I need two parts. One is a fan and one is a controller which governs the amount of time the drum turns in each direction. As you will gather, I don't know much about the inner workings of washer/dryers!

  morddwyd 19:48 03 Oct 2012

"I'm astonished to learn of the Bosch stock problem."

If you haven't bought a Bosch appliance for a while you are iun for a surprise when you do.

I recently replaced a Bosch dishwasher as the old one was beginning to show signs of age, but the new one was well below the standards I had come to expect from Bosch.

Poor performance, plasticky flimsy fittings and a poor feel to whole thing.

With the old machine, even at the end of its life, I rarely had to rewash anything, and then usually only badly positioned cutlery.

With the new machine I have to rewash something, sometimes as many as six things, every time.

This was one of the few times I have written a bad review, for anything, let alone a Bosch item.

They have moved well down market.

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