Apex Appliances

A bit of an issue contacting them to rearrange a 2nd visit to carry out the repair. I missed a call from them but couldn’t speak to anyone on the same number they rang me on and which advised me to go to their website. I visited their website which told me to email them which gave me a telephone number to call which was an automated answer telling me to revisit the website and go to the arrange a repair and use the reschedule a visit section. I tried but it wouldn’t let me and told me to send an email. Gave a tel nr which told me to go to website.This was a continuous loop with no way out. Eventually I decided to use the book a new visit section which it let me do but resulted in a different contractor contacting me and because I had already paid for the repair with the initial contact they couldn’t help me but a new phone number appeared in the email and when I rang it I spoke to a human. Hurray. The people were fantastic, whoever thinks their business is better with the automated system is on another planet. Thank you to the people and engineer who helped me. As for the management who spend on IT customer facing systems, have a big rethink.

The Engineer and the people we spoke to at the office were fantastic, However, trying to get in touch with Apex Appliances was a nightmare. Their IT really need a sort out. I had had an initial visit and report about what was needed to carry out the repair. I paid the initial visit, received the report and immediately booked a follow up visit to complete the repair with the parts that were required. Due to holidays the initial agreed visit was cancelled and I did receive follow up phone calls to try to rearrange a visit. But as I had notified them I was away on holiday and therefore unable to confirm dates until my return. Upon. my return I contacted them on their website as advised. That told me to email them and pick the reschedule a visit option. This then said it was unable to carry this out and to ring a telephone number that they provided. I did this and reached an answer machine message which told me to visit their website page. And so the cycle continued. After days of this ridiculous process and I still don’t understand how I eventually contacted a human, it was resolved and and engineer booked and although the oven hasn’t been thoroughly tested yet it seems to be working properly. In a nutshell, the companies IT customer fronting system is not fit for purpose, but their employees who eventually are allowed to be their front facing contacts are fantastic. Summary is, the management who implement the systems that are 1st point of contact with the customer are not fit for purpose. The people they employ are much better than they are and are probably the only reason the company gets repeat business. 10/10 for the engineer (Matthew Bolton) and the ladies who I could eventually speak to once I navigated your ridiculous Customer contact IT system.

Review for Matthew Called Matthew to ask they could fix my fridge. The call out charge was high at £102 but I was prepared to pay this get my fridge fixed. The bloke came out to say I needed a new thermostat and that he'd have to come back after one was sourced. Fair enough. However Matthew emailed me to say I'd have to source one, with the mention that I'd be charged an extra call out fee if I got the wrong part. I thought this was a bit irregular as I'm not an expert on fridge parts, hence why I called The Matthew in the first place and paid the price expecting them to deal with that. However I managed to find the thermostat connected to my fridge serial number via the Internet and ordered the part. An extra £24 paid. The bloke came back to say the I'd got the wrong part. Admittedly the email sent said I'd have pay the call out charge of the bloke again at £66. Then to add insult to injury i received an email to say that my repair has now been completed. Nearly £200 paid, three days waiting in for the Repair bloke (one day he didn't come) over a period of two weeks and still a broken fridge. I would not recommend this service!

Matthew was efficient in finding the cause of the problem and dealing with it. The message from Apex Appliances was misleading, however, as it stated that he would come between 8 and 11 and that this job was first on his schedule, leading us to assume he would arrive soon after 8. However, he arrived at 11.10.

An easy professional interaction with Kate who made an engineer appointment & provided all necessary information, completed initial payment & forwarded receipt & appointment details promptly. Well done!