AEG making me lose the will to live!

[Customerisnotking]

I’m currently experiencing the worse customer service I’ve had in years! 18-month-old AEG washer-dryer, already had two major issues, including the replacement of the whole drum. On to the third problem, reported to them over a month ago, a hidden error a Pacifica engineer took a week to reveal (should have been 5 days but an appointment was cancelled) by simply pushing a couple of buttons on the front of the machine. (Why could this not have been explained to me when I reported to AEG?) The engineer told DH the part would take about a week (a whole new board).

After multiple cancellations, we are now on to our fourth scheduled repair date (in July!). Not fun with a whole family-load of washing to keep up with. Pacifica say they don’t have the part - AEG have told them it will be delayed. AEG warranty say they can’t do anything unless Pacifica can’t repair the machine - but Pacifica can’t repair the machine without the part from AEG! I’ve tried asking the retailer to push for an uplift (replacement) but I’m just getting nowhere. I’ve now read the Trustpilot reviews of AEG and they are appalling. This is a machine which cost £750.

I’ve spoken to 5 or 6 people today and no one will take ownership of the problem. I spoke to one customer service person twice - both times they promised to ring back and I’m still waiting for that to happen. One person sounded like they might be able to help then put me on hold for an hour before disconnecting me.

Any advice please?! (Or do feel free to share your customer service frustrations.)

I’d find the CEO email and go direct to them!

I had success with sky by finding the top dog on LinkedIn and then tagging in a moany post. He dealt with it himself too not fobbing me off to the executive team. And called me a month later to make sure it was working still.

www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

The article explains it properly you bought it on a credit card (or in some cases even just your debit card) give them a call, they might be able to get a refund for you without any hassle. I've used this method twice and found it quick and efficient, they usually just pay up as soon as the credit card company makes contact with them to avoid the hassle.

Grr! Annoyingly I don’t download my credit card statements and only 12 months are showing online. Might ring cc company, thanks.

If you have time on your hands, read the Trustpilot reviews of AEG (1.2 stars overall!) - they make for interesting reading. I will never purchase another of their appliances ever again.

Definitely agree with PPs about contacting the CEO.

Had a similar issue with a 6 week old Hoover dishwasher last year and going to CEO (after brick wall from CS team) got the uplift agreed within hours.

Also have just done the same with Cazoo after they refused to investigate an issue with my car during warranty - emailed the CEO and Exec team and is now going into a garage for a repair after being fobbed off endlessly by their customer service.