Review Time
We bought an expensive inverter fridge freezer in 2023 and opted for the 5-year repair plan. The size and layout for storage are great. However, after 18 months, the ice drawers began to freeze up, making them difficult to close. This triggers an annoying beeping sound, adding to the frustration. I reached out to customer service and had an odd conversation with a representative who seemed to take the issues personally. She was quite rude and blunt, and when she mixed up some details, she blamed it on someone else. I just wanted a resolution, especially with the holidays approaching. On the 19th, I received a call stating that a local company had sourced the necessary parts for repair and would visit in the next two days. I was relieved, as we had family plans for Christmas. However, there was no follow-up until I called again on January 7th to express my disappointment about my holiday being ruined. Living in a hot climate, this was particularly frustrating. Unfortunately, I ended up speaking to the same representative again, who was upset over the mispronunciation of her name. Our conversation focused on that rather than getting my fridge fixed, and there was no apology for the lack of service. It was clear that she was not happy in her role. I felt confused and frustrated once more. The service from such a large company appears to be outdated and inadequate for handling customer issues effectively. Given this experience, I would seriously reconsider purchasing another appliance. In contrast, a friend had a similar issue with her fridge from another brand, and their customer service resolved it within a week, showing genuine sympathy. My experience with the customer care team has been far from satisfactory.
I am an Ecodan Mitsubishi diamond service plan client.Paid greater than £500 for the annual diamond service which include a service with an engineer annually.Live with 3 other houses that are new build in the same postcode - all have diamond coverHave as yet not received a service from the company for the 12 months of the plan.The admin booking service is atrocious and archaic. Staff don’t answer the phone or call back or email.Money for the service plan was requested and paid in July 2025 and it’s now Jan 2026 and no sign of the service being booked for any of the houses.How can this be a diamond service plan?
I purchased a brand new mitsubishi mini-split system for $6200 and it does not work. Even though it is brand new they want me to pay the labor to have it fixed.I registered it for the extended warranty even though since it is brand new and has never worked the warranty should not even be an issue. Their customer service agents are rude and their customer relations people will not take or return calls most of the time.Buyer beware! It is the middle of winter in Ohio and I have no heat but they do not care they got my money!
We purchased the expensive Mitsubishi inverter fridge freezer in 2023 and took out the 5 year plan for repairs etc. it’s a great size and layout for storage. After 18 months the ice drawers started icing up and we couldn’t close the drawers properly. When this happens an annoying bleeping starts. Giving you the background so you can understand the frustration.I called customer care and had a strange conversation with a customer care person who seemed to take everything that was wrong with my fridge personally. She was rude and blunt. She also got some stuff mixed up but blamed that on someone else. I just wanted it sorted out as it was early December. On the 19th I received a call saying a local company had sourced the parts needed for repair and they would be coming out in the next two days. I was delighted as we had Xmas planned for family. Not Mitsubishi’s fault, but no explanation from anyone, and nothing until I called again (9 calls and emails later), on 7th January to say my Xmas was ruined. We live in Queensland and it’s HOT! Unfortunately I got the same lady (with the kind of name that’s difficult to pronounce). She got cross with me for mis pronouncing her name. We talked about that and not getting my fridge repaired??? No apology for the service that didn’t happen. That lady does not like her job at all. I was left feeling rather stumped and frustrated once again. Such terrible service from a big company that has it seems, an archaic little system for dealing with Normal people. I would seriously rethink the purchase of another appliance now I have to say. Notably, Samsung customer service dealt with my friends similar issue within the week with it being her fridge. They were also sympathetic. Definitely not anything like my experience with MITSUBISHI Customer Care.
I have an Ecodan air source heat pump which stopped providing heat a week ago. The system is 3 years old new build with underfloor heating. Moved in 25/11/22 So far this has broken down every year, at least once. I rang the support number to be told I had to wait to be contacted by their tech dept. I rang again the following day a couple of hours later they rang and talked me through the control panel and said it was fixed. If not I had to go back through support as the “techs” were only allowed to make outgoing calls for 1 hour a day. It didn’t work, back to support, they would schedule an engineer. No contact for 3 days then an email with a bill for £309. Rang support and this was the bill for an engineers visit but with no details of a visit. On October 31 I had received an email saying my warranty was expiring shortly did I want to renew, I agreed and got a “great you’re covered” but could take up to 21 days to action. I asked support when the old warranty expired to be told I wasn’t registered so it would have expired Aug 25. I asked why the email on 31/10 I’m still waiting for a reply.As of today 26/11/25 I have had no heating for over a week, I’m 73 with severe arthritis awaiting double knee replacement. Thank heaven I get their priority call out
We've had this air conditioner since June and it worked as expected until recently. Now, when I set the temp up to 24 to temporarily warm the room, the heating no longer starts within a few minutes as it used to. It stays off. After fiddling with the control a bit (thank you, ChatGPT), the unit eventually did go on. Now I can't get the unit to cool down to 18 degrees.It turned out the problem is that we had a power failure and so every time that happens, we need to go into the garage and reset the breaker switch! Ridiculous!
Following confirmation from Mitsubishi regarding a software update on my Ecodan heat pump. Their engineer Dean Dexter arrived as arranged and exactly on time. He proceeded to carry out the update and when completed he kindly answered some queries I had with the set up of the system by my local installers. He then checked through the set up and made a few adjustments. I found Dean to be polite and very informative in his knowledge of the product. I feel he is an asset to Mitsubishi and would certainly recommend him and the company. I now intend to move my annual servicing over to Mitsubishi and request Dean carry this out.
my 89 year old mother has one of these systems, installation at the request of her late husband. She has very little technical knowhow so she has always paid for the diamond service plan. the system stopped working 2 weeks ago and she tried to get an engineers visit, only to be told that no engineer would be attending as she hadn't paid for her yearly fee. She sent a cheque in Sept, we have the stub, but it's never been received or cashed by Mitsubishi. no one had communicated with her that the plan had lapsed, and that was why they weren't going to send an engineer. We arranged a same day payment and eventually an engineer was dispatched and sorted the system.... or so we thought. since the engineers visit she has had lukewarm water, instead of hot, She has tried to phone several times and just get put on hold for ages. I have sent two e-mails requesting a call back and still nothing.
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