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
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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.
