Review Time
had recently bought a new expensive washing machine , had never heard of this company before I should have done my due diligence since I now know it is from China, now I know why it has broken down now on 3 different times with various faults and engineers required , would never buy Chinese goods now , we had an old Bosch that was left with house sale , 9 years not one issue , lesson learned
The Bearings on my Haier washing machine being less than 3 years old have become noisy. I went through the relevant channels to try and book a repair and a plan through Domestic and General was sold to me. This was on a Saturday. On the Sunday an engineer came round to look at the machine and said he couldn't repair because it needed a new bearing (yeah, I told the call handler the issue) but he would be back on the Friday to complete the repair. Being less than a week from calling about the issue to being repaired I thought fantastic. But this is where it went wrong.
Having booked the Friday off work (6th February) I went through the long winded AI chat to try and determine what time the engineer was arriving. This was painful and when AI said there is no appointment I asked to speak to a human on the chat. I was informed by a chat agent that there was no appointment and the parts were still waiting to come in. Great I had booked the day off work so I could get my washer repaired.
Having finally received a date for repair which was on the 24th Feb, I checked to see what time the appointment was using the AI chat on WhatsApp (such a long process). It was all confirmed around lunch time. I confirmed with my employer that I would be having a second day of my holidays to enable the repair. As I was sat at home during the morning of the repair I received a notification that a new appointment had been made 03rd March. I managed to speak to a call handler who said this was due to unforeseen circumstances. With the new appointment being over a month since the fault was reported that the repair would be written off and a replacement Machine would be provided a member of the resolutions team would be in contact within 48hrs. I thought this was fair considering that I had taken 10% of my annual holiday entitlement for this issue.
(27th Feb) After 72 hours of no communication and the long AI process I explained to the call handler that I had received no contact from the resolutions team. He could see a replacement had been requested on the screen and said that I would need to speak to the resolutions. When I was transferred the call was cut off (NOT BY ME). Another painful AI chatbot process I finally got through to resolutions. They informed me the replacement request has been rejected and that the appointment of the 3rd March would still be attended.
I am not bothered if the washing machine is repaired or replaced but the lack of communication, and false information has been extremely time consuming and tiring, and not to mention the holiday days that I have lost. Having asked for someone to complain to at Haier i was told that they don't have a complaints team and I would need to direct that to Domestic and General. Unfortunately Haier this is your appliance and it is you who I came to for help.
It is the 27th Feb today and still a number of days off the rearranged appointment so who knows if this repair will be attended on the 3rd attempt
My Candy tumble dryer was part of a batch identified as having a safety risk and that needed minor remedial work. Organising a visit took ages. The first engineer visited and everything seemed Ok, however as he did not provide Haier with clear evidence the work was done properly another visit was required.
The second engineer, left a handsome black boot print on the front of my machine and did a botched job rehanging the kitchen unit door pushing broken screws into holes so it would look like they had been fixed in properly. The icing on the cake was that after this visit my tumble dryer never worked again. I called Haier and a third engineer arrived to "confirm it was no longer working".
As we were now past the time of the year clothers can be reliably dried outdoors I had to replace the dryer.
Strangely Haier kept booking more visits for British Gas engineers to do the remedial work even though I told them I no longer owned the tumble dryer that was part of the safety notice. Through all of this I spoke to a series of slopey shouldered service agents, four in one 18 minute call who just transferred calls from one to another nobody taking any ownwership or action.
In the end I got the final brush off emails from Haier with banal responses like:
"I am sorry you have experienced these issues"
"This will be it reviewed and picked up internally as we wholly agree the experience has been unacceptable with numerous points of failure."
All the time no meaningful action and no acknowledgemt that all of this left me with the expense of replacing what had been a functioning appliance before the second engineer visit.
If I wasn't out of pocket and so angry I could laugh. I'm probably not alone, my experience looks broadly similar to
Dan 3rd Jan
Nicola 20th Nov
Gareth 15th Nov
Happy shopper (really) 4th Nov
Gary 3rd October
Etc. etc. etc...
Mr Perrone .. If you are still MD for UK and Ireland you should have a look into your customer service proposition. It's pretty dreadful.
Thsi whole thing has done on for ages, I'll date the experience today when I received the latest meaningless response from Haier UK.
I recently bought a freestanding dishwasher directly from the company. The purchasing process was straightforward, and the delivery was scheduled for a specific day with a time window provided. While other services may offer more flexibility in timing, this isn't a major drawback. Installation was handled by a third-party service for a reasonable fee. However, some issues arose later that day, partly due to my existing plumbing, but the service didn't clearly communicate what they could and couldn't do. Then there's the AI assistant, which I found to be quite slow and repetitive, often asking questions it should already know the answers to. It struggles with direct inquiries despite claiming it can assist. Additionally, it fails to recognize registered products and attempts to re-register them. On a positive note, if you inform it that you need human help, it usually connects you to a real person, and so far, they seem to be based in local call centers. Unfortunately, I haven't managed to reach the technical support team yet, as I've been redirected to the repair team instead.
My experience has been very frustrating. Since November 7th, I have not had a working oven. The first one arrived damaged, the second had a non-functioning fan, and the third, which was scheduled for today, shows as canceled in tracking. I received no communication at all. When I contacted the support team, they had no information on the delivery. This is completely unacceptable.
The dishwasher malfunctioned within just three months. The call center staff were extremely rude and unprofessional. Speaking with them was a dreadful experience, and they should not be in customer service roles. The two representatives I interacted with were truly unhelpful.
The dishwasher failed within a few months. My experience with the repair center was the worst I've ever had. After 8 minutes of navigating an automated system, I was connected to an incredibly rude customer service agent. The background noise made it hard to hear, and he insisted he couldn't book an engineer due to parking issues, despite my explanation about nearby parking options. After finally scheduling an appointment, I asked multiple times for my reference number, only to be put on mute and disconnected. It's been a month of trying to get a repair, and I'm still waiting. Terrible service.
I've now learned that to claim back the damage caused by the washing machine, I must write in to request a claim form. They cannot handle this via email! It's a ridiculous delay tactic to avoid paying out. The service is appalling! I just wish I could remove all their appliances from my home.
I purchased two items; one eligible for cashback and the other for a free wine cooler. I submitted my claims over a month ago with valid proof of purchase, yet I have received neither the cashback nor the wine cooler. This is one of the most poorly organized promotions I've ever encountered.
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In little over 35 years, Haier has become the leading white goods manufacturer in the world with over 10% of the market share.
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