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Mahes Visvalingam Customer Talk |
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This subweb seeks to provide case studies and observations for those undertaking research on Customer Services. The author is not qualified to give any advice and shall not be held liable for any action or outcome arising from readers mistaking the observations and cases provided herein as advice. Readers should consult official sources and seek the advice and assistance of specialist professionals. |
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Merloni Services (UK parts) - Ariston Dishwasher We bought a show house in Feb 2003, and it came with fitted appliances, including an Ariston Indesit LSI 61 dishwasher. We rinse all our dishes and cutlery before putting them into the washer and so we have only had to lift out the microfilter and filter unit as a whole to clean them with a toothbrush. In April 2007, I found the filter seemed to be out of place when I came to empty the dishwasher. On inspection, I found that the 3 parts had come apart. It looked as if one or more parts had perished and had caused some damage to attached parts. I rang the 0870 number for Indesit Services UK and got an almost immediate response and the UK call centre staff were very efficient and helpful. They helped me identify the parts I needed to order and these arrived promptly. However, the original parts were plastic while these were made of metal. I was concerned about fitting metal parts into the plastic housing. I rang the 0870 number again to establish whether this was likely to cause damage since the housing part which holds the filter in place is only made of thin clasps of plastic. I was assured that it would not but I wrote to the Customer Services Section of Merloni Services to obtain written confirmation that it would not and that the old and new parts are compatible. Merloni Customer Services rang me on receipt of my letter. The lady was very helpful and said that to be on the safe side SHE would send me a set of parts with a plastic (instead of metal) part to the assembly. I pointed out that the design fault with the plastic filter was known to them since it had been replaced by a metal component. Since the dishwasher was less than six years old, I felt that I should not have been charged for the parts. She accepted this and sent me the parts free of charge and asked me to ring the 0870 number again to arrange for return of the set I had purchased and for a refund. Her package arrived promptly together with an instruction booklet for the dishwasher. I contacted the 0870 number and was given the address for the return of parts and the refund appeared on my account 3 weeks later. No hassle or quibbles. I would like to congratulate Indesit Service UK and Merloni Services (UK Parts) Ltd. for their exemplary Customer Services.
Mahes
Visvalingam, 02/05/07 |