Having taken out cover with british gas for our washing machine
we put it to use when our machine packed in after 1 year. We called
British gas and after a few attempts got through to the electrical
department who arranged an engineer - ironically not available in
evenings and weekends? So I arranged my shifts around this and had
to work lates to be available on a Tuesday.
The engineer showed up and was very polite -after tinkering he concluded
that the machine needed a new board but he had to order it. Another
appointment was arranged for the following Thursday. Again the engineer
showed up but then after fitting the board concluded that a new
motor was needed - again an order had to be made.
Next tuesday the engineer shows up again with the wrong motor. Next
thursday the engineer shows up again and fits the motor but its
still not working - so he concluded Hotpoint need to look at it.
I was told by the engineer I would be contacted by them today to
arrange an appointment.
Two days passed and nothing. So again we called british gas to be
told that the electrical department would call us back shortly.
Nothing.... SO we called again and was told the electrical department
would call us back. 1 day passes - no callback. Eventually I call
and get put through to the electrical department who advise they
will arrange an appointment with Hotpoint and call me back. I do
get a call back within 30 mins with an arranged appointment. Unfortunately
it doesnt end there.....
The day before the appointment I'm advised by my workplace that
I cant have the day off. So I call british gas to cancel the appointment.
The representative told me if someone could be at the property after
4pm I would not need to cancel. So this was arranged. I went to
work and returned to find no one had called, or so I thought. The
following day I was getting into my car and noticed a white card
sticking up from the soil in my front garden. It was a note to say
that the engineer had called at 2pm! I called British Gas again
who again promised callbacks that never happened.
One final attempt was for an engineer to come out on 13 November
2001. I waited all day and nobody showed. We called British Gas
again. The electrical department had closed so we where promised
a call 1st thing the next day. Next day came - no call. So I called
again. I spoke to Elaine. She listened to my grievences and advised
that she will take treat this as a formal complaint and I will recieve
a callback within 90 mins from a manager. 90 minutes passed - no
call - I called and spoke to Elaine again. I was told that I will
be called back within 10 mins. 10 mins passed no call. I called
again and spoke to Mathew who advised that he the manager is on
the phone to Hotpoint and will give me a call back.
I have now recieved a callback and now await a call from Hotpoint
tommorow after 12pm. This is not good customer service. It would
be easier to buy a new machine rather than go through this again.
A Right of Reply email has been issued to British Gas.
update on 26 November 2001
FROM BRITISH GAS:
Thank you for your enquiry on behalf of Mr Simon Jeffers.
surrounding cover for our domestic appliances is not dealt
with through this
office. I have forwarded a copy of your enquiry to
ANTHONY.CHMARNY@CENTRICA.CO.UK, who will arrange for a response
to be sent
to you concerning this matter.
FROM MR JEFFERS:
to say that my washing machine is now working. This is by
sheer fluke mind! Basically since submitting my complaint
here I never received the call from Hotpoint. Instead I had
a message left for me by a British gas agent to say that they
will be sending a Hotpoint engineer on the following Friday
23rd November. This is all very well but its the one day I
said I was not available that week. So I had to call and cancel
the appointment and arrange a new date. No one wanted to help
me, and it took 3 days of calling before I finally got a call
to say the Hotpoint engineer will be coming on Tuesday 27th
November. By this point I had given up hope and had no expectations
of an engineer coming. However on the Friday 23rd I got home
to discover that the Hotpoint engineer had called and left
a card - the appointment was not cancelled. I have to assume
that the Tuesday appointment promised was just an excuse to
stop me calling for a few days. As luck would have it the
Hotpoint engineer was in the locality on the Saturday and
decided to see if we were in on the of chance. We were and
he fixed the machine concluding that the parts previously
fitted were incorrect. Hats off to Hotpoint. Thumbs down to
British gas. I have sent a complaint letter to British gas
and I don't expect a reply. If they do I only expect a 'soft
skills' trained agent to try a smooth over what has been a
dreadful experience of customer service". Grant Jeffers