NAC (Domestic Appliances) Ltd

Very efficient; professiona; gave clearly detailed information

Took almost 8 weeks to resolve what was a simple product replacement (ice cube tray) on my Miele Fridge/freezer. Process started on 3rd July and resolved (by engaging the services of another repairer) on 26 August. NAC (Domestic Appliances) immediately outsourced my job request to a third party Electrical Logistics, who I subsequently discovered are 55 miles and an hour and twenty minutes away! First visit by Electrical Logistics went well. Payment of £120 was made and we knew exactly what the problem was as this was the second time it had arisen (ice cube tray had split). Despite this they initially claimed the entire unit needed replacing and wanted to charge us substantially more. Eventually they ceded to our request to simply replace the ice cube tray. Then followed repeated attempts to get the faulty product replaced (they first claimed it was delays by Miele) and then claimed a couple of weeks later that the unit they'd received was cracked (yeah right) and needed to be replaced. After a couple of weeks of chasing and complaining, I received a call that the part had arrived and they wanted to come and fit it the very next day. We were out that day so "Adam" said he'd call me back. Needless to say no call. After that, most "conversations" were had with the AI BOT at NAC (Domestic Appliances) (Domestic Appliances) who, while very polite, subsequently turned out to be totally useless in escalating, at my request, my problem to their senior management. Basically it was impossible to actually speak to anyone. This saga then continued with my chasing Electrical Logistics and them not returning my calls. At one point when I finally got through I was told the replacement part was faulty! Just one excuse after another. When I did finally get to speak to them to agree a date for their engineer to visit, I made it clear that I was out most mornings but available most weekday afternoons. This seemed to have been ignored as when the 2nd engineer finally called to let me know he was on his way, his arrival time was about 10.30am! Fortunately my son was at home to let him in. Having fitted the replacement unit, we then discovered that water was just accumulating in the ice drawer and freezing ie. NO ice cubes. At that point I decided to cut my losses and engaged the services of another repairer which cost me £95. As soon as he arrived, the repairer identified that the ice cube tray had been fitted upside down! My faulty part has now been replaced and installed correctly but not by Electrical Logistics or NAC (Domestic Appliances) (Domestic Appliances). I suggest that people look for a local company should they have similar problems. I was very disappointed with the service provided by Electrical Logistics and the minimal role played by NAC (Domestic Appliances) (Domestic Appliances) who on this occasion simply outsourced my problem to an incompetent third party.

Engineer arrived on time and completed the task with apparent ease. Polite and cheerful.

He could have done something expensive like swap components, instead he showed me that what appeared to be a fault code wasn't in fact one, and what to do about when it reappears as it will. A fault of the manufacturers handbook and on-line support.

We were fortunate to call at the right time and managed to get a visit the same day as there had been a cancellation. The engineer was professional but friendly and identified the problem within a few minutes and got us up and running once again. Excellent service. Thank you.

Engineer came and diagnosed my fridge freezer on same day I called them. He was very polite, professional and very informative. I needed a new part for my fridge freezer and this came within a couple of days in which the engineer came back out and fixed my issue. Fridge freezer back working again. Very happy customer!

Sarah was just so nice in her response to my query followed by engineer Nick finding fault promptly and fixing once parts were available.

The booking process was extremely easy we knew what was happening every step of the way ! Turnt up when they said and just cracked on with no fuss would highly recommend! Thanks again