I bought a good brand of washing machine in April. A month later it started to leak, and is now not able to wash anything at all due to water leakage.
I telephoned the service dept that deals with this brand. They said they would have a service engineer contact me within three days.
I had some calls one day from a blocked number, so I couldn't ring back - apparently it was the washing machine engineer/repair man. I rang the service dept next day and they put me through to him. He said he was in my area that morning. I explained that I couldn't be there as I worked 10 miles away and couldn't just up and leave my job, but that if he had given me a text/call the night before, I could have arranged for a neighbour to be there. The engineer appeared quite non-plussed about txting me/letting me know the night before.
I rang the service dept the following day, and the manager emailed me to say he would tell the engineer to txt me the night before he was going to be here. However, neither the manager nor the service staff, nor the engineer know when he is going to be in the area again, i.e. whether it willl be next week or the week after.
The service staff informed the managers that I was not happy with this - we have no washing machine for 9 days now - I was told the manager would ring me back this afternoon, but got no call.
Is this normal after sales service - particularly for new products that are still under warranty?
Is there anything I can do about this?
I telephoned the service dept that deals with this brand. They said they would have a service engineer contact me within three days.
I had some calls one day from a blocked number, so I couldn't ring back - apparently it was the washing machine engineer/repair man. I rang the service dept next day and they put me through to him. He said he was in my area that morning. I explained that I couldn't be there as I worked 10 miles away and couldn't just up and leave my job, but that if he had given me a text/call the night before, I could have arranged for a neighbour to be there. The engineer appeared quite non-plussed about txting me/letting me know the night before.
I rang the service dept the following day, and the manager emailed me to say he would tell the engineer to txt me the night before he was going to be here. However, neither the manager nor the service staff, nor the engineer know when he is going to be in the area again, i.e. whether it willl be next week or the week after.
The service staff informed the managers that I was not happy with this - we have no washing machine for 9 days now - I was told the manager would ring me back this afternoon, but got no call.
Is this normal after sales service - particularly for new products that are still under warranty?
Is there anything I can do about this?