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Extremely poor customer service and misleading claims

My washing machine stopped working 1 Oct. I called 2 Oct. They arranged engineer to come out 6 Oct.

On 6 Oct, I took a day off to wait for them. Engineer showed up 6 Oct - so far so good. He said the drum was broken so needed to order the part and come back next Tues, 10 Oct.

10 Oct showed up, nobody came. I called up and was told that the part did not arrive. I took a day off but did not receive any phone calls at all that the item was not available or that the engineer was not going to come. Now I have to rebook another appointment and wait until 18 Oct before the parts arrive, if at all.

In the FAQ section of site, there is a section about the ordering of spare parts. This states that "parts will be sourced to the engineer within 3 working days (subject to availability)". However, when I questioned this when I called, the phone operator said that "engineers take delivery of parts once a week", so the claim on website is false advertising.

The website also implies you can track the status of your repair job. I looked at my old job number - C1446778 which was incorrectly closed and marked 'completed' even though the washing machine isn't repaired. I have since been given a new job number for the new call out.

Both the misrepresentation of the time it takes to order spare parts AND the inability for repaircare to 'track repairs' constitutes misleading advertising:

Fuming found this review useful

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United Kingdom