submitted: 15 September 2003
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We placed our order for a Moben Kitchen
early August 2003, costing £6,600. Initially we
couldn't believe our luck, all our contact with the company was first-class
from the Sales Rep to the Fitters, who were really nice guys.
The kitchen was very well fitted, we were pleased with the quality.
However, we noticed a couple of dents on the range cooker after the fitters
left, we also had one door to fit, which was missing from original order.
I telephoned Moben who told me that when the fitter returned to fit the
door he could survey the damage to the range. The door did arrive the
next day.
Numerous phone calls later and a letter, 29th August, but to no avail.
The Customer Care Section simply ignore any form of communication.
I then had problems with my washing machine which moved out of its housing
when spinning bringing plinths, etc, with it. Again I reported this but
Moben have done nothing. As my appliances were all Tecnik, I telephoned
them in desperation last Monday 8th September, they were absolutely marvellous.
The member of staff I spoke to was extremely sympathetic, she said she
would try to help. It was just nice to talk to someone who actually cared
and showed a genuine interest.
An engineer from Tecnik called two days later, he told me that locking
nuts on the legs of the washing machine had not been secured and ideally
it should be raised in the future, although it was now usable. He also
said that the dents on the range were unacceptable. He ordered me a new
plate-warming door but unfortunately the other dent, on the splash-back
was a Moben add-on part and therefore Tecnik could not help with that.
I must admit my heart sank on hearing that.
Today two engineers called from Tecnik and fitted the door, which incidentally
had to be ordered from Germany, from phone call to part being delivered
and fitted has taken a week. If Tecnik can do it, why not Moben? I am
extremely grateful to them as clearly the onus was on Moben to repair/replace
these items.
My husband has fitted the remaining door, which was not a major problem
but we are missing plastic internal door-stops. If Moben would send me
some through the post, we would fit them ourselves, but they can't manage
that. What do Customer Care actually do?
I cannot get the kitchen tiled until the splash-back is replaced. Why
should you pay nearly £7,000 and accept imperfect goods?
I have decided to go down the Qualitas route, Moben have left us no option.
I am not preapred to waste any further time and resources trying to get
a response from them. I have to say after reading other customers' experiences
of Qualitas, I am not really that hopeful. I asked them for a form four
days ago, it hasn't arrived yet.....
I have decided I am not prepared to give up on this one, especially after
reading about the misery this company has caused, and the stories I have
read on varous web-sites, and if necessary will go to Court. I will let
you know how we get on.
Carol Radforth ... 15 September 2003
