Unacceptable levels of customer service…
Unacceptable levels of customer service when problems arise.
Leaving a customer with a faulty dishwasher for over a week, so that I can ‘officially’ be told “it’s faulty” does not make for good service.
Telling the customer that they can’t have a full refund because the (integrated) machine was installed, just adds up to anger.
That’s my last AO purchase !
Reply from ao.com
Hi Tim
I'm really sorry to hear about the issue with your dishwasher and I can understand your disappointment.
If a customer advises us that their appliance is faulty, we're more than happy to speak to the manufacturer on their behalf and arrange an engineer.
It's never good when an appliance goes faulty. However, I'm sure you can appreciate, when it comes to large appliances, it wouldn't be economical or environmentally viable to simply replace them if a fault occurs.
As the appliance was under 30 days old, you were completely within your right to reject the repair and ask for a replacement or a refund. All we required, as is our right, was for the fault to be confirmed.
Having looked at the notes on the order, I can see that the fault was confirmed and we've since collected the appliance and issued you with a full refund of the machine.
I'm truly sorry for any inconvenience caused.
Michael - ao.com