This is a synopsis of my experience thus far with NAC as my appliance has yet to be repaired.15th Oct, contacted NAC regarding our cooker hood extractor that was malfunctioning. The service charge paid and engineer booked.20th Oct, Engineer arrived as planned and indicated that he could not proceed until parts of the kitchen were removed so he could access the cooker hood. Had everything around the cooker hood removed and the engineer returned later the same day and checked the control board but could not check the LCD control board due to access to the chimney hood. I had the complete chimney removed and rearranged for the engineer to return.23rd October, The engineer returned and attempted to remove the glass panel and hood surround whilst still in situ on the wall. It became apparent he did not know how the cooker hood was constructed and after a number of attempts he then decided that the cooker hood had to be removed completely. Again I made arrangements to have the cooker hood removed completely and then contacted NAC to arranged for the engineer to return. I was informed he was on leave and the earliest he could get back to the job was the 29th Oct. To prevent further delays I had the the glass panel removed so he had clear access.29th Oct, The engineer revisited and after checking the LCD panel decided this was the part that needed to be replaced along with its plastic case. The quote I received only showed a display board and that it was not in stock and that there may be a delay. 31st Oct, after receiving a follow up email I had to ascertain what was actually being ordered, the customer service agent was less than helpful and eventually got confirmation from the engineers manager that both the board and case would be ordered so I proceeded with the order.As of today 14th November I am no further forward. I have checked with the manufacturer who were showing the parts required in stock. So don't understand the delay. I have written a formal complaint that was only answered in part .Hence I am extremely disappointed and frustrated with the service, poor communication, lack of knowledge by engineers, and significant delays in obtaining the necessary parts. I have advised that better initial assessments could have saved time and effort. Considering this is a family run business with good trustpilot ratings my complaint reflects a deep disappointment with the service received, and would not recommend NAC.No doubt I will receive the standard automated response many others have received !!!
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