Servis M6712W > Reviews (1)

We purchased a Servis washing machine from Argos and had it delivered 13th July. Since owning the machine it has been used five times. The machine broke down on 3rd of September. Argosdidn't want to know and refused to replace the machine as we had had it for more than 28 days (although we were able to use the machine for much less than this due to a 4 week holiday). Despite 'phoning Servis Service many times, we have waited three weeks for Servis to repair the machine, but have received nothing but excuses:

Repair man - 'not in your area on date given for repair, will be Thursday instead of Monday', on visiting us: 'is the PCB, have to order spares, should take a couple of days at the most'
Servis - 'no spares in the country…have to order from Italy…will take 7-10 working days', etc, etc.

We told Servis we wanted the machine repairing before we went to our other, in France, on 23rd September, but did not receive a visit from the repair man before we left. In desperation, we asked Servis to hold the part, if ever it arrived, until we returned in December.

I have attached a copy of our letter sent to Servis and a copy of which was sent to Argos.

Thanks for publicising the terrible service provided by some shops and manufacturers.

If you need to contact us, please do so at terryandmarg@tiscali.fr

Yours sincerely

Terry Palmer

Service Washing Machine Model M6712

Having previously owned, and been very satisfied with, a Servis machine, we purchased a Servis washing machine from Argus and had it installed 13th July 2007 - the machine is in our second home. It was used four times (there are just the two of us) before we left for a holiday on the 23rd July. We returned to the above address on the 23rd August 2007. Since returning, the following course of events has taken place (the machine was used once before problems arose):

3rd September - machine loaded and switched on. On checking the machine, after shopping, it was full of cold water and had ceased to function. The trip had operated at the electricity box. When the trip was re-set, the washer water input valve remained open and the pump operated continuously, sending water straight through the machine. Despite trying various options, this is all the machine would do. Rang the customer 'careline' described the symptoms as above and was told an engineer would call on the 5th September.
5th September - we were contacted and told that the engineer would not be in our area until the 10th.
10th September - Engineer called and said that the PCB needed replacing. Despite us having conveyed the symptoms he didn't have the necessary board. He said that it would have to be ordered and would take a couple of days 'at the most', and would telephone us when it arrived. We rang Argus and told them we weren't satisfied with the machine or service we were receiving and asked either for a change of machine or our money back. They refused as we had had the machine for more than 28 days.
14th September - we rang the Service Careline to see when the engineer was returning and were told that spares took seven to ten working days.

Annoyingly, the contact was unable to tell us when the engineer would return, but promised to 'phone us with an update.
16th September - the Careline rang us back to say that there were no boards in Britain and that they had to come from Italy and would take an additional seven to ten working days. They were unable to tell us when they could repair the machine.

We are extremely dissatisfied with the treatment we have received and consider same or next day repair the norm. You obviously are incapable of providing an adequate level of service and we expect either prompt repair, a new machine or our money back, or if long delays are expected as your spare parts situation indicates, a replacement machine while you process your orders is reasonable.