Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
10 Months and Counting!
Customer service? Don't make me laugh!!
I have had major problems with my Baumatic oven since i bought it in 2009, and have tried to get the issues resolved. Dripping during cooking and a poor lacquer coating has ultimately left the appliance finish and surrounding carcass (due to water ingress) looking terrible.
I had the door and control panel replaced under warranty a little over a year after install for the issues with the coating and I could not fault their response. I was advised the dripping was normal (despite never seeing it on any oven I'd owned in the past). I thought hurrah problems solved.
A little over a year later and the coating problem reoccurs and I am now out of labour warranty - i can get the parts replaced under warranty but am required to pay for an engineer at a large cost. I opted to source the part and fit myself (2 screws, job done).
After a long delay the part arrived - a new part number which supposedly replaced the old one and to all intents and purposes looks identical - but doesn't fit my appliance (brackets completely different), which was later confirmed by the company. The issue now arises that they cannot source the part (how the can operate a 5 year parts warranty I'll never know).
Since august 2011 I've emailed back and forth, with various contacts, and finally in March though I was getting somewhere. They agreed to send an engineer to inspect the appliance.
A third party engineer arrived, inspected, gave me some pointers and advised me that the coating cannot bond to a highly polished surface so degradation was inevitable, he also said ovens do occasionally drip, but not to the extent where carcass damage occurs (I’ve had the drawer underneath replaced and the carcass will need doing at some point). He read back to me said report and I signed it and off it goes.
Some weeks later I get an email from Baumatic saying the engineers report says 'dripping is normal' and the panels have been replaced (yes under warranty initially and they know this) and they want to send another engineer (their own for a second opinion). I requested a copy of the report of which they have summarised their response, under the data protection act, but I have now had silence from them for several weeks and they are very close to breaching the ICO timescales for DPA.
Avoid like the plague, when they say they’ll call you back, it is best to call them, take the warranty with a pinch of salt, and buy on your credit card, at least then you’ll have some section 75 protection. Their appliances look great but under the hood are cheap Chinese tat.
I have had significant issues with Baumatic's poor customer services, which I can only describe as appaulling. Below is an email send to their managing director, which details the issus I have experienced. This was sent on 30th Jan, and a day later, despite also leaving a message, I have not had a response. Suffice to say I will not be purchasing baumatic applicances again.
Dear Mr Holt,
I today left a message for you to call me with regards to a long standard service call, which, despite a significant amount of telephone calls, and emails, remains unresolved. I have yet to receive a call from you, which, although I hope, is simply down to you not having time to do so, I fear is indicative of the poor service I have received, which, in summary is as follows;
Approx 20th Dec I called to advise that my washing machine had a fault and was not working.
29th December, engineer inspected, and advised that he would order parts to repair the washer, and come back and repair.
5th January, telephone to ask on progress, to be told that the parts were on order, and to call back on Monday, if I had not had a call.
9th January, no telephone call, so called approx. 4.30pm. Parts were still on order, no further information could be provided.
10th January, emailed customer care, outlining lack of progress to date and asking for an update.
11th January, received a response from Amy White, advising parts were on order, and will come back with more information when available. I emailed back asking could a more specific timeframe for a response be provided, to which Amy replied to allow 24-48 hours.
13th January, I emailed for an update, having not received a response.
17th January, I emailed customer care at 9:52am, putting, for the attention of the customer services manager, asking for an update..
17th January, I emailed customer care at 17:08pm, having telephone several hours earlier, having not received a response.
17th January, 17:12pm, I received an email from Amy, advising that the manager was off sick, and that she would follow this up/escalate the following day.
18th January, email received from Amy, saying that the PCB was not in stock, and that I should receive a call by end Monday.
23rd January, emailed Amy, as had not received a call.
25th January, telephoned, and asked to speak to customer service manager, who, I was told, was not available due to being in interviewed all day. I spoke to Jo, who informed me that the part (PCB) which was to be sent to the ‘agents’ was found to be damaged. She said she would call me back to see what would be done.
27th January, emailed Jenny Charlton directly, as had not received a reply.
30th January, telephoned to speak to Jenny Charlton, who was not available, asked to speak to her line manager, and was passed through to someone who took a message for you,.
I am a service professional, and have very few situations where a customer has to contact a senior manager, due to poor services levels. However, I have never experienced a situation where, the escalation process falls down as significantly as it has with yourselves. There appears to be a systemic lack of customer service, and the aspirations of your platinum service, as outlined on your website, in no way resemble the service I have received.
All that I ask is that my washing machine is repairs, and done so quickly. I sincerely hope that you action this urgently. As I have detailed in my previous correspondence, I have 3 children, one of which is disabled, and being without a working washing machine is a significant disruption, not to mention the cost involved of having to go to a laundrette.
My Baumatic Fridge Freezer did not work from day 1. To cut a very long story very short. It took 14 phone calls 2 failed engineer visits before they eventually agreed to replace it. The whole process was geared to wear down customer patienc.
During early September, the door catch on my Baumatic BDI631 dishwasher broke and came away from the main body of the dishwasher. I did some
research on-line and found Baumatics own part number for this item (X672030130007) and mentioned that this was needed when I booked a
service call.
An engineer called out on 15th September to fix the machine but surprisingly did not have the part needed. He proceeded to order the part there and then using a hand held computer. He then told me I would be contacted as soon as the part was received.
The following week I was away on holiday. When I returned I telephoned the Baumatic contact number (0800 408 0373) to see what was happening as I
hadn't got any messages on my return. Eventually, after several more calls to that number, their Head Office and the service agents, I was told on Friday 30th September that the part had been despatched to the service agents. No excuse (or apology) was offered as to why it was now three weeks since I had originally reported the fault and two weeks since the engineer had ordered the part.
During week commencing 3rd October I again made several phone calls to the various numbers and have been told that although the part was
dispatched the service agents have still not received it. When I made telephone calls towards the end of the week I was promised on at least
two occasions that I would be telephoned back and that my complaint was being escalated. To date, this has not happened.
My final call (before sending this message) was on Saturday 8th October to the 0800 number yet again where I was told that the part would be sent directly to me and that I could then contact the service agents to arrange for the repair.
It is now nearly a month since my dishwasher first developed the fault and I have been without it throughout that time. I have had to make
numerous telephone calls and have been made promises that have not been kept.
I consider the level of 'service' I have received from Baumatic and their agents has been frankly, pathetic and disgraceful and not at all worthy of a 'reputable' company.
To be fair I kitted out my kitchen nearly 3 years ago with Baumatic gear..dishwasher, fridge, freezer, oven, hob and found in the main no probs. I would say that their customer service is bad after sending an e-mail and never getting a reply.
In February we bought a cooker hood from a retailer. We had our builder to set it up, and all ready to go - except from the engine had a loose part in it (which we only found out once it was connected). We phoned Baumatic, and they would send an engineer out - but exactly the same scenario! They could only give a daily slot (between 8-18), and first time the engineer didn't show up because he couldnt find the house.
Second time, he brought the wrong model with him, left a mess and was very rude - so not only did I waist 2 days work by having to stay home and wait for him, I also still had a faulty cookerhood and had to clean up after him. And this is in July, so 5 months later I still have no cooker hood...
Once again I spoke with the same baumatic person as has been mentioned in previous post, and she kindly gave me an uplift number, so I could go back to the retailer and get a new one. All very nice, except from the retailer is not to get hold of...
Back to Baumatic again, and there is nothing they can do. They do not want to buy the right cooker hood for us, even though the retailer still has it in stock on his website.
They have been very awkward, and I would hope I would have known all this before I bought it!
Anyone knows where to go to be able to get something out of the warranty??
I know we can buy a new cookerhood online, but that is not really the idea, as that could be faulty as well - and what is the guarantee worth if it is not really there??
We have now had the faulty cooker hood for almost 7 months, still nothing...
I hope someone can help or give some good advice, as we are very fed up with the whole process and this company do not deserve any sales as long as they are treating their clients like this.
I am writing in relation to a terrible experience I have had with Baumatic today, On Sunday my washer dryer broke down. I called first thing Monday morning and was given an appointment for Wednesday 29t June. Today I took the day off work and whilst waiting for him I missed a call from a mobile number, i called it back within 5 minutes to find it was the engineer who had failed to locate my property and as a result had gone off to another job and would not be coming back. i called customer services who said the first available appointment was 12th July. I called back explaining that waiting 2 weeks for an appointment when I have a small child and full time job was unacceptable and suddenly an appointment appeared on 8th July. Still this was not good enough being 10 days away. I asked for the name of the relevant person to contact to complain about the service and tried to locate a number to call her on. Not being able to find one i called back and spoke to a third advisor who said that they would try and find me an earlier date and suddenly 5th July was found. I still think that waiting another week for an engineer visit is completely unacceptable - I paid extra for the guarantee on this product and would expect that it could be fixed a lot quicker than that. If I were to call and pay for myself an engineer I could get it sorted in a couple of days but I do not want to pay myself and I am not sure why you cannot in these situations foot the bill for an outside repair man to come in place of your clearly overworked engineer.
At the end of my third call i asked to be put through to Jenny Charlton and I was told that it was not possible and a management call back would be requested. I imagine they wont bother to call until after my engineer has finally arrived.
I also find it unbelievable that in the space of 15 minutes 3 different advisors were able to find 3 different appointments all a few days apart - and all of them claiming that these appointments were the soonest available. If I believed the first advisro I spoke to I would be witing 2 weeks for an appointment. So am i to believe that if I continue to call all day i might be able to get myself an appointment tomorrow?
If your one engineer is so busy that there are no appointments for 2 weeks I would seriously consider employing another engineer to help him as clearly he is overworked.
I have had endless problems with my Baumatic appliances, - oven, hob, dishwasher, extractor fan and washing machine, not one of the has worked perfectly since I bought them and after this experience I will never buy Baumatic again.
I would really appreciate it if you could look into this as i feel a response time of this length is completely unacceptable. I think if you are unable to get your own engineer out to visit you should either pay him overtime and make him come back or alternatively send another company over to do the job or just send me a new washer dryer - i am probably owed one given the amount `i spend on extended guarantees and the amount this machine has broken down.
These products are unsafe and the customer servicing is non existent - there very own technical team are incompetent as are the sub contractors who delight in slating this company? and the majority of the service related calls and technicians are out-sourced and furthermore subcontracted by the outsourced providers? there is no accountability or coordination. The person resposnible for managinging the customer service dept refuses to make contact with me - oh dear....
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Customer service? Don't make me laugh!!
I have had major problems with my Baumatic oven since i bought it in 2009, and have tried to get the issues resolved. Dripping during cooking and a poor lacquer coating has ultimately left the appliance finish and surrounding carcass (due to water ingress) looking terrible.
I had the door and control panel replaced under warranty a little over a year after install for the issues with the coating and I could not fault their response. I was advised the dripping was normal (despite never seeing it on any oven I'd owned in the past). I thought hurrah problems solved.
A little over a year later and the coating problem reoccurs and I am now out of labour warranty - i can get the parts replaced under warranty but am required to pay for an engineer at a large cost. I opted to source the part and fit myself (2 screws, job done).
After a long delay the part arrived - a new part number which supposedly replaced the old one and to all intents and purposes looks identical - but doesn't fit my appliance (brackets completely different), which was later confirmed by the company. The issue now arises that they cannot source the part (how the can operate a 5 year parts warranty I'll never know).
Since august 2011 I've emailed back and forth, with various contacts, and finally in March though I was getting somewhere. They agreed to send an engineer to inspect the appliance.
A third party engineer arrived, inspected, gave me some pointers and advised me that the coating cannot bond to a highly polished surface so degradation was inevitable, he also said ovens do occasionally drip, but not to the extent where carcass damage occurs (I’ve had the drawer underneath replaced and the carcass will need doing at some point). He read back to me said report and I signed it and off it goes.
Some weeks later I get an email from Baumatic saying the engineers report says 'dripping is normal' and the panels have been replaced (yes under warranty initially and they know this) and they want to send another engineer (their own for a second opinion). I requested a copy of the report of which they have summarised their response, under the data protection act, but I have now had silence from them for several weeks and they are very close to breaching the ICO timescales for DPA.
Avoid like the plague, when they say they’ll call you back, it is best to call them, take the warranty with a pinch of salt, and buy on your credit card, at least then you’ll have some section 75 protection. Their appliances look great but under the hood are cheap Chinese tat.
Dear Mr Holt,
I today left a message for you to call me with regards to a long standard service call, which, despite a significant amount of telephone calls, and emails, remains unresolved. I have yet to receive a call from you, which, although I hope, is simply down to you not having time to do so, I fear is indicative of the poor service I have received, which, in summary is as follows;
Approx 20th Dec I called to advise that my washing machine had a fault and was not working.
29th December, engineer inspected, and advised that he would order parts to repair the washer, and come back and repair.
5th January, telephone to ask on progress, to be told that the parts were on order, and to call back on Monday, if I had not had a call.
9th January, no telephone call, so called approx. 4.30pm. Parts were still on order, no further information could be provided.
10th January, emailed customer care, outlining lack of progress to date and asking for an update.
11th January, received a response from Amy White, advising parts were on order, and will come back with more information when available. I emailed back asking could a more specific timeframe for a response be provided, to which Amy replied to allow 24-48 hours.
13th January, I emailed for an update, having not received a response.
17th January, I emailed customer care at 9:52am, putting, for the attention of the customer services manager, asking for an update..
17th January, I emailed customer care at 17:08pm, having telephone several hours earlier, having not received a response.
17th January, 17:12pm, I received an email from Amy, advising that the manager was off sick, and that she would follow this up/escalate the following day.
18th January, email received from Amy, saying that the PCB was not in stock, and that I should receive a call by end Monday.
23rd January, emailed Amy, as had not received a call.
25th January, telephoned, and asked to speak to customer service manager, who, I was told, was not available due to being in interviewed all day. I spoke to Jo, who informed me that the part (PCB) which was to be sent to the ‘agents’ was found to be damaged. She said she would call me back to see what would be done.
27th January, emailed Jenny Charlton directly, as had not received a reply.
30th January, telephoned to speak to Jenny Charlton, who was not available, asked to speak to her line manager, and was passed through to someone who took a message for you,.
I am a service professional, and have very few situations where a customer has to contact a senior manager, due to poor services levels. However, I have never experienced a situation where, the escalation process falls down as significantly as it has with yourselves. There appears to be a systemic lack of customer service, and the aspirations of your platinum service, as outlined on your website, in no way resemble the service I have received.
All that I ask is that my washing machine is repairs, and done so quickly. I sincerely hope that you action this urgently. As I have detailed in my previous correspondence, I have 3 children, one of which is disabled, and being without a working washing machine is a significant disruption, not to mention the cost involved of having to go to a laundrette.
Your urgent attention would be appreciated.
research on-line and found Baumatics own part number for this item (X672030130007) and mentioned that this was needed when I booked a
service call.
An engineer called out on 15th September to fix the machine but surprisingly did not have the part needed. He proceeded to order the part there and then using a hand held computer. He then told me I would be contacted as soon as the part was received.
The following week I was away on holiday. When I returned I telephoned the Baumatic contact number (0800 408 0373) to see what was happening as I
hadn't got any messages on my return. Eventually, after several more calls to that number, their Head Office and the service agents, I was told on Friday 30th September that the part had been despatched to the service agents. No excuse (or apology) was offered as to why it was now three weeks since I had originally reported the fault and two weeks since the engineer had ordered the part.
During week commencing 3rd October I again made several phone calls to the various numbers and have been told that although the part was
dispatched the service agents have still not received it. When I made telephone calls towards the end of the week I was promised on at least
two occasions that I would be telephoned back and that my complaint was being escalated. To date, this has not happened.
My final call (before sending this message) was on Saturday 8th October to the 0800 number yet again where I was told that the part would be sent directly to me and that I could then contact the service agents to arrange for the repair.
It is now nearly a month since my dishwasher first developed the fault and I have been without it throughout that time. I have had to make
numerous telephone calls and have been made promises that have not been kept.
I consider the level of 'service' I have received from Baumatic and their agents has been frankly, pathetic and disgraceful and not at all worthy of a 'reputable' company.
In February we bought a cooker hood from a retailer. We had our builder to set it up, and all ready to go - except from the engine had a loose part in it (which we only found out once it was connected). We phoned Baumatic, and they would send an engineer out - but exactly the same scenario! They could only give a daily slot (between 8-18), and first time the engineer didn't show up because he couldnt find the house.
Second time, he brought the wrong model with him, left a mess and was very rude - so not only did I waist 2 days work by having to stay home and wait for him, I also still had a faulty cookerhood and had to clean up after him. And this is in July, so 5 months later I still have no cooker hood...
Once again I spoke with the same baumatic person as has been mentioned in previous post, and she kindly gave me an uplift number, so I could go back to the retailer and get a new one. All very nice, except from the retailer is not to get hold of...
Back to Baumatic again, and there is nothing they can do. They do not want to buy the right cooker hood for us, even though the retailer still has it in stock on his website.
They have been very awkward, and I would hope I would have known all this before I bought it!
Anyone knows where to go to be able to get something out of the warranty??
I know we can buy a new cookerhood online, but that is not really the idea, as that could be faulty as well - and what is the guarantee worth if it is not really there??
We have now had the faulty cooker hood for almost 7 months, still nothing...
I hope someone can help or give some good advice, as we are very fed up with the whole process and this company do not deserve any sales as long as they are treating their clients like this.
Please help - any suggestions will do.
Regards
T Hansen
I am writing in relation to a terrible experience I have had with Baumatic today, On Sunday my washer dryer broke down. I called first thing Monday morning and was given an appointment for Wednesday 29t June. Today I took the day off work and whilst waiting for him I missed a call from a mobile number, i called it back within 5 minutes to find it was the engineer who had failed to locate my property and as a result had gone off to another job and would not be coming back. i called customer services who said the first available appointment was 12th July. I called back explaining that waiting 2 weeks for an appointment when I have a small child and full time job was unacceptable and suddenly an appointment appeared on 8th July. Still this was not good enough being 10 days away. I asked for the name of the relevant person to contact to complain about the service and tried to locate a number to call her on. Not being able to find one i called back and spoke to a third advisor who said that they would try and find me an earlier date and suddenly 5th July was found. I still think that waiting another week for an engineer visit is completely unacceptable - I paid extra for the guarantee on this product and would expect that it could be fixed a lot quicker than that. If I were to call and pay for myself an engineer I could get it sorted in a couple of days but I do not want to pay myself and I am not sure why you cannot in these situations foot the bill for an outside repair man to come in place of your clearly overworked engineer.
At the end of my third call i asked to be put through to Jenny Charlton and I was told that it was not possible and a management call back would be requested. I imagine they wont bother to call until after my engineer has finally arrived.
I also find it unbelievable that in the space of 15 minutes 3 different advisors were able to find 3 different appointments all a few days apart - and all of them claiming that these appointments were the soonest available. If I believed the first advisro I spoke to I would be witing 2 weeks for an appointment. So am i to believe that if I continue to call all day i might be able to get myself an appointment tomorrow?
If your one engineer is so busy that there are no appointments for 2 weeks I would seriously consider employing another engineer to help him as clearly he is overworked.
I have had endless problems with my Baumatic appliances, - oven, hob, dishwasher, extractor fan and washing machine, not one of the has worked perfectly since I bought them and after this experience I will never buy Baumatic again.
I would really appreciate it if you could look into this as i feel a response time of this length is completely unacceptable. I think if you are unable to get your own engineer out to visit you should either pay him overtime and make him come back or alternatively send another company over to do the job or just send me a new washer dryer - i am probably owed one given the amount `i spend on extended guarantees and the amount this machine has broken down.
I look forward to hearing back from you.
Back