Review Time
We could see that James was very confident in his job as he went straight to the fault and showed us what was wrong and how he would put it right . Washer working efficiently again and I hope it will keep going for another couple of years.
On the face of it they seem like a very professional company.Our dishwasher developed a problem after being on holiday for 3 weeks, I Google a local domestic appliance specialist and NAC came up,I got in touch and arranged an appointment, the engineer came 24 hrs earlier than arranged, which wasn't a problem. The engineer found the route of the problem inside of 10 minutes and explained to my wife the part we needed replacing, the engineer apparently emailed zanussi while he was with my wife and got an instant quote back of £264 which we thought was a bit steep, after all you can buy a new dishwasher for that.We said we'd think about it. Later that day we got in touch with zanussi, explained to them the problem, gave them the model number, and they came back with a price of £79 for an approved new part,apparently there isn't a part on the whole machine that costs anything like what nac had quoted. We got back in touch with nac who explained there costs reflect delivery charges, trade warranty, sourcing logistics and capatability assurances, basically 300% profit margin on top of the £75 call out fee.I think this company basically relies on no one wanting there appliance fixing once they've been quoted a parts price, just imagine how much money they make in one day if an engineer has 10 call outs at £75.. and no further work carried out on any of the appliances seen that day.Makes you think twice. From what they've said, I don't think they are using genuine manufacturers parts either.
Prompt and efficient response to my original contact.Engineer arrived on time, and diagnosed fault within a short time. Described what was needed to repair the problem, and after he left I received message from NAC confirming part ordered and I would be advised when engineer would return.
Came out the next day to look at our freezer. Diagnosed the problem quickly.Agreed to pay for the part required and booked in for repair.Unfortunately the time scale given for the repair visit was miles out. My husband had to come home and wait, being self employed meant he lost half a day's pay. If we'd been updated on the delay he could have stayed at work as normal and not lost money.
Avoid this company as seems a scam set up !!!! We got charged a £102 call out charge and was assured the engineer would be able to diagnose our fridge. We accepted that the parts would be extra and we would have to pay for them separately. Although we booked through NAC, an engineer from Top Freeze attended my property. The engineer was in my house for about 5 mins. He told me it had a leak and needed re-gassing. I asked how much this would cost and he said I don't do it and don't know. A £102 call out charge for someone to say I don't seems a bit of a scam to me. It gets better as NAC said that the engineer would need to send out a report and I asked them to treat this as urgent as our fridge was not working properly. They would not quote anything over the phone or offer any guidance. Even though on google it does tell you standard pricing companies usually charge. We heard nothing from them the next day and I decided to bite the bullet and buy a new fridge. The third day they called and explained that it needed re-gassing and to see if it had a leak or not. He then went on to explain that you cannot fix the leak, even though again on google it says that you can repair it. Let's hope this review will deter people from using this company and getting ripped off. Having read your reply, i'm still laughing. If you think charging somebody a £102 for a call out and then, stay in your house for 5 mins and tell you nothing your deluded. The engineer could not tell me any prices and I just found the whole call out a waste of time. Then the people in the office could not advise of prices either !!! If you call that excellent customer service your 100% wrong. If the engineer could have told me prices then I would not have complained about the call out charge. That's the point your missing here.
Following submission of my request on the previous evening, my return call from Andrew to make enquiries as to the problem with my fridge freezer was prompt and considering it was a Friday he was able to offer me an appointment on the Monday morning. On the day of the visit, he arrived promptly, was very pleasant and his explanation of what the problem was ( which was, regretfully unrepairable) was well explained and was able to give me a time line so I was able to plan my options.
The telephone operator I spoke to initially was very polite and helpful.The engineer rang me back that same afternoon, although he was fully booked for the next day he assured me if he had a cancelation he would contact me or he would come out on the Monday, which he did. On checking the broken freezer he advised us on what to do.
The repair of my coffee machine took a little longer than expected, but everything turned out very well in the end. The machine is now working perfectly. The engineer who carried out the repair was very polite, professional, and left everything clean and tidy. I’m happy with the result and can definitely recommend this company.
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