MY EMAIL TO THE PARENT COMPANY, AS NO WAY TO EMAIL AUSSIE WHITEGOODS RESCUE....

Hello.

I'm emailing the parent company for Aussie Whitegoods Solutions as there is no way to email or contact them in writing via their webpage or Facebook.

I had a booking with Aussie Whitegoods Solutions yesterday, for a fridge technician to come and fix my washing machine. The appointment was for 11am to 1pm. I received a call from AWS saying the technician was running late and could we put it back to 2pm to 5pm. Again, no show. I rang just before 5pm to cancel the call, and I'd contact a more professional company. I had stayed home the E.N.T.I.R.E day waiting for the technician. Do you realise this type of customer services costs your customers money? Lost wages / annual leave?!!!

Just after 5pm, AWS called to say that the technician was delayed and could I reschedule to Monday.
I said no, that I'd just left a message to cancel the call, as the service was terrible. The office rang me back a few moments later saying they'd arranged for the technician to come, and was only 20 minutes away. I said OK.

20 minutes later, and the technician didn't show. By now I'm pretty annoyed. The guy did show 15 minutes late.

When he arrived, he said he couldn't find the reason why the washing machine was leaking water. He said that water was splashing up over and out of the machine. I told him we'd had this machine for 11 years and every few years, it would leak water... we'd get a technician to come and fix it and no more leaks for a few more years... so his "finding" was incorrect. He insisted that was the problem. I said in the past, we'd had a new pump, and some other things replaced, and then the machine was fine. He said the machine had a new pump, and there was nothing wrong with the pump, but if it made me happy, he'd replace the pump. Stupid man! He just wanted his fee and to be gone. He had no intention of finding the problem. I was determined to find out what was wrong with the machine, so I put talcum powder under the machine, and waiting for the leak to occur. Sure enough, it leaked, and by having the powder under the machine, it was clear where the leak was coming from. So, actually "I" found the leak. He told me I needed particular repairs. I asked for a written quote.

He had only been here 15 minutes... didn't want to look at the machine, had no interest (or capability) to find the problem, and insisted he get $154.

I said that I was told on the phone, when I originally booked, that the call out fee was "x" (don't remember exact number) and then there was an additional fee "y" for the first half hour of labour. I said I would pay x, but I wouldn't pay y for the above reasons. Arguments.

I then receive a call from AWS (the manager I assume)... saying "you have to understand, delays happen {traffic excuse}".... and proceeded to get into an argument about how unfair I was... after being stood up all day, and after the guy showed up and wanted money without doing a service. If that's how you run a business, can you please hire me? I can show up (on time), look at a machine and say there's nothing wrong with it, and leave... taking the $154. Great racket!

So, forget it, I'm not paying a thing, due to the rudeness on the phone on Friday night by the manager. I was willing to pay the callout fee x but not y. Now, I'm not paying either.

My recommendation and experience tells me do not deal with Aussie Whitegoods. I placed an order only one hour ago which I asked to cancel. They said they would not cancel as part of their terms and conditions. They are expensive and do not offer any solution. I would never have purchased from them if it had been mentioned to me that there was no refund. The spare parts staff never even tried to assist with contacting the warehouse to see whether my order had even left their premises. They told me that I wouldn't receive my order for 5 business days, so I'm assuming it would not have been a problem for them to cancel. Everything was about their terms and conditions, ironically which had not been mentioned at the point of sale. I give them 0 out of 5 for effort in relation to customer satisfaction. Goes past being not good. Terrible. Never again. Deborah

Avoid this company! Booked to have a faulty gas oven looked at through Aussie Whitegoods Rescue. They then passed my details on to someone who manages the contracted repair persons who established a time with me for a repair person to come in between 3pm and 5pm. The repair person failed to show up as agreed. I called AWR and they subsequently called the person managing the contractors who called me to say they will be another 45 minutes. Their attitude was basically "these things happen, traffic was bad, you can wait or book in another time". There was no recognition that they failed to live up to what they agreed, and in fact the person stated "we didn't sign a contract saying we'd be there between 3 and 5" which I found to be a very poor way to handle the situation. I proceeded to call AWR again and said that I was not happy with the way I have been treated; no phone call to say the repair person would be much later than agreed, no understanding that this has put me out, and no compensation for the fact that I'd taken a day off work to be at the property. AWR's response was similar, that this happens as they can't be sure how long one job will take from the next! Apparently, this happens on a regular basis, and yet they have no clear way of addressing the issue! All they could do was offer to book another time, to which I said "give me a reason why I would do that and not simply book with another company" and they had none to give me. So naturally, I am going elsewhere. Through my dealings with this company I got the impression they are simply a call center who then pass on my request to another call center who then organizes the jobs for the contractors. Who is paying for all this over-handling? We the customers are... I suggest going straight with a local contractor and putting the money in the hands of the people who actually do the work.