We were happy with the service in the beginning but after 5 months of having a broken oven before it was finally fixed we were no longer happy with the service. The only reason they were not given a lower score is because the oven was fixed in the end.
Pros: The administrative staff is efficient and booked appointments promptly for the first 3 visits. The service men generally come within the allotted time slots. They work on a fixed labour rate.
Cons: The service men came 7 times before the oven was fixed (8 appointments had to be booked). Some of our new kitchen cupboards were scratched when the oven was opened up, but they denied doing this even though the scratching process was witnessed when it occurred. From the 4th visit onwards, appointments were no longer promptly booked. We had to proactively follow up with them before to get the next appointment. From the 5th visit onwards we had to call several times to have them figure out what their next move was. Several times the service men said they would call back the next day but they never called. They failed to show on the 6th visit and called 2 hrs after to say they couldn't make it. They did not come prepared with electrical drawings of the oven and instead on the 5th visit asked us to use the internet to access the password secured manufacturer's website to print off the wiring diagrams for them. When the oven was finally fixed, it was with the 1st part they had ordered and tried on the 2nd visit, but they apparently did not know this part had to be programmed and said the manufacturer did not send the part instructions with the part; thus it was not until the 7th visit that they figured this out. We were charged later for 2x the fixed labour rate as they said in the end that 2 repairmen were needed to repair our oven, even though 1 repairman showed up for the first 5 visits.
Summary:
If it's a simple appliance they can probably fix it. If it's a complicated computerized appliance (we had a BOSH convection oven with a digital panel), maybe they aren't the best ones to call.
- Approximate cost of services:
- $1,015.00