I have a Neff ceiling extractor that suddenly stopped working at the very start of January 24. I called the Neff helpline and they arranged an engineer to come out to assess it. The engineer was very nice although had not come across this extractor before so said it would need two engineers as it needed to be taken out of the ceiling! The parts were ordered and the follow up appointment was made. This was then cancelled due to 1 engineer being ill. Another appointment was made, this too was cancelled. Yet a third appointment was made, we are now in March. This third appointment was cancelled on the actual morning they were due to arrive. I have noe taken 3 days off work for 3 cancelled appointments!My builder has the same extractor and said it doesn't need to be taken down, just accessed by removing certain panels. I then phoned customer services to explain my frustration at paying my initial call out fee, a 3 month wait and 3 cancelled appointments with virtually no notice. The advisor spoke to a supervisor who said as a gesture of goodwill for all the inconvenience they would replace the whole extractor and told me I needed to calk the company I got it from to ask for an 'uplift code' then they would sort out a replacement extractor. Howdens were amazing and sent lots of correspondence to and fro for me. I then received another automated appointment for an engineer to come out for a forth time. I rang customer services again to cancel the appointment and repeated the ongoing issue again and was told that would be done and to speak with Howdens again as they were still awaiting the uplift code then they would issue a credit for a new extractor.Today a received a missed call from the engineer that he was on the way to repair my extractor even though I had cancelled the appointment due to being promised a new extractor. I then phoned Neff again and explained for the umpteenth time the issues, the lady was very sympathetic and passed me onto the supervisor. I repeated the on going issues yet again to be told there would be no way they would replace the extractor due to it being out of warranty.! I feel like I'm going round and round in circles. I just want my extractor working.....they were the ones that promised a replacement one and have now gone back on what they told me. I had to ask for some kind of discount as nothing was offered to me at all so I hope they do as promised but won't hold my breath.I am now awaiting another date for an engineer to attend. We are nearly in month four and still no working extractor...just lots of days off at my expense, numerous phones calls and stress my end.Their products are good but after sales and customer service is appalling!
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