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Cheryl H
1 reviews | Active since Mar 2009
14 Oct 2025, 12:35
Totally unacceptable service
We bought a Defy Washing machine a couple of days ago. We followed the manual to the latter, and on our very first load there was very loud creaking noises throughout the cycle. My husband contacted the Customer Care telephonically he was told that he had to wait up to 5 days for a technician! Totally unacceptable and asked for his call to be escalated to the service manager. He is still waiting! The representative also said that if a technician has not arrived within the 5 working days we must call back! What kind of service is this? This is a brand new washing machine, paid for that we cannt use. Please investigate and contact us. Thank you.
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Cheryl H's updateReviewer Update
17 Oct 2025, 14:09 After submitting the service call, we were informed that it would take up to 72 hours for a technician to attend to the machine we purchased but cannot use. I am thoroughly appalled by the inefficiencies. We are the ones who must keep calling and complaining, and all we receive are apologies and vague assurances that a job card will be sent to us shortly. Your customer care team talks endlessly about following procedures, yet you do not adhere to them. I even sent private replies, but they seem to be ignored. In my entire life, I have never encountered such inefficiency and lack of transparency. PLEASE resolve this issue immediately; otherwise, I will have no choice but to escalate the matter. It is extremely unfair to leave this request unattended.
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Cheryl H's update17 Oct 2025, 14:09
Reviewer Update
After submitting the service call, we were informed that it would take up to 72 hours for a technician to attend to the machine we purchased but cannot use. I am thoroughly appalled by the inefficiencies. We are the ones who must keep calling and complaining, and all we receive are apologies and vague assurances that a job card will be sent to us shortly. Your customer care team talks endlessly about following procedures, yet you do not adhere to them. I even sent private replies, but they seem to be ignored. In my entire life, I have never encountered such inefficiency and lack of transparency. PLEASE resolve this issue immediately; otherwise, I will have no choice but to escalate the matter. It is extremely unfair to leave this request unattended.
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Cheryl H's updateReviewer Update
20 Oct 2025, 20:57Like I have said before we contacted you last week Tuesday which will be a week tomorrow. Long after the 72 hours we were you keep saying. Not acceptable!
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Cheryl H's update20 Oct 2025, 20:57
Reviewer Update
Like I have said before we contacted you last week Tuesday which will be a week tomorrow. Long after the 72 hours we were you keep saying. Not acceptable!