I logged a call for a full service as there was mould in the water reservoir of my fridge freezer. When I asked the advisor to read back the works ticket information, she hadn't even written ion what I had told her. it took 3 or 4 goes to get it right. I was then told I had to send a a video to show what I was requesting to be done: Full service, broken seal on the door of the freezer, and to clean the water reservoir tubes and ice maker. I told the lady that there was no way I could show all three of these things clearly in the video, and she agreed that the notes should be enough.

The engineer came around and to fit the seal and new water reservoir, and then told me that he would have to request for the 'valet' service (full service!!) to be done by another company and he would put in a ticket for this. I would not have to do anything. he left the new water unit for the service to be done first. (mould can travel down the feeding tubes to the rest of the machine!!

2 weeks later and I had heard nothing back from anyone to arrange a time to get access to the house to do the service. I called Customer Services and was told that while the request had been put in for a valet service to be done, they were waiting for me to call them so as to process the request. I of course felt a bit fed up with this and asked to speak with the manager as I felt that I was not being treated correctly.

After the call then being lost, I called another 3 times with rude and dismissive people until I had got through on the online chat. The lady there gave me a telephone number to call a manager direct. I specifically asked her if it was going straight through to a manager and not through customer services, and she confirmed that this was the case. On calling the number the person confirmed to me that it was a lie and I had come through to the online purchases. I was transferred to the install purchases line.

After asking several times and going through the same information again (!) he agreed that he would ask a manager to call me back. OF COURSE.... sadly, this has still not happened.

I still have NO resolution to the valet and the new water reservoir is still not fitted.

I have tried to contact Head Office but there is no way to talk to someone!!!

After spending thousands of pounds with this company I can see that they are no longer interested in serving their customers, and my service agreement I took out when I purchased the item was just another upsell !!

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UPDATE : 20/03/2026

I sent the email 4 days ago with all the information I was requested to send, and I have STILL not heard anything. I sent an email again today asking for some indication when they intend to respond.