Excessive delay in repairs

Good day,

My experience with Hirsch's service department WRT repairs to my washer/dryer within their extended warranty program has been awful. I originally called them around 17th October, but they could assist me as they had no record of my service contract, despite having the contract number and purchase details.

After finding the all the original documents, I was able to get them to log a case on 20th October. Only after several daily calls to their service department did they finally send someone out to inspect the unit a week later. After a few more calls to their service department, I was advised they'd ordered the parts. Then after a few more calls around 2nd Nov, they advised that the parts actually had not been order and that the service representative handling my case had resigned and they would investigate and contact me back.

They didn't. So, after a few more calls they confirmed they had ordered the parts. Called for update yesterday morning; they seemed surprised that the tech had not contacted me and advised that he'd contact me within 30mins. By 15h30, he hadn't, so I called once again. The tech did finally call me late afternoon to say that he'd contact me later, or first thing in the morning, to confirm a time to come repair the unit. He did finally call; 12h18 today, to advise that now they want to come collect my unit. Why they waited for the spares to arrive to collect the unit is beyond me; they could have taken it away when they inspected it, as they should really have known that was always going to be necessary.

So, apparently, I may get my machine back by Thursday. That’s going to make it 3-4weeks without a washing machine (Luckily, we have a very kind neighbour).

I really expect Hirsch’s to be able to turn a repair like this around within one week; definitely within two. This is a reasonably new machine and spares should be available. In this case, the availability of the spares hasn’t seemed to be the limiting factor however. The proactiveness of the service staff definitely a sore spot. It simply shouldn’t be necessary for the client to make calls for updates when the staff has committed to do so.

The premise under which we took the extended warrantee was as much that the device would be repaired at now cost that it would be repaired within a reasonable time frame; by suitable professionals.

Regards, Vernon