Nationwide Appliance Repairs

This was a nightmare from the beginning . I would also like to say that I noticed that when someone puts up a bad review they immediately fight back and WILL NOT claim responsibility for there mistake. LETS SEE WHAT THEY SAY WITH MINE AS THEY ACTUALLY GAVE MY MACHINE TO SOMEONE ELSE !!! READ ON BELOW !!! I HAVE NOT HEARD FROM THEM FOR 2 WEEKS NOW AFTER THEY TOLD ME THEY WOULD CALL ME TO CONSIDER COMPENSATION. I HAVE BEEN CHASING THEM FROM SENDING TEXTS TO CALLING TO EMAILS. I AM DOING EVERYTHING POSSIBLE TO CALLING THE ACCC & FAIR TRADING .

- Demanded I pay up front 2 callouts costing $308.00 to look at my fridge and coffee machine , asking me about 3 x times about the payment before I said no I will pay on the day . I felt harassed to pay this I should have known from this not to trust a company that does this .

- They picked up my coffee machine on the 17th March, I was told I would get a quote within the week. I was going overseas that following week . I emailed them on the 31st March then again on the 6th April and asked them to return my machine . I received a REMINDER text asking me to confirm whether I wanted to go ahead with fixing the machine or dispose of it. I still HAD NOT received a quote . I called them and told them to send my machine back to me, they told me it was in Sydney and they were going to send it to Melbourne to get their very best technician onto it as it was too expensive apparently here in Sydney . I told them again and they dont listen I dont know how many times I had to keep asking them to send it back I was becoming angry with them . They DID NOT send it back. 2 days later it was in Melbourne. Another email from me on the 13th April , no response from that email either!!!

- On the 18th April I received a call saying they finally looked at my machine, It was $852.50. They told me they would fix it and post it back to me . I wished I had not paid them over the phone this day as unbelievable as it sounds, I got my machine a few days later . IT WAS NOT MY MACHINE. IT WAS A CHEAPER MODEL THAN MINE . My machine (ORACLE TOUCH) now is worth around $3800.00 - $4000.00. This machine I got was only about $1000 and it was disgusting , had not being looked after , coffee and milk all stained over it , not clean at all . I could not believe it . I called them and told them it was NOT my machine they kept insisting it was ( AS IF I WOULDNT KNOW MY MACHINE BETWEEN THE 2 , THEY ARE COMPLETELY DIFFERENT ) and said we write the serial number down and just said they would get someone to call. I HAD TO PROVE TO THEM IT WAS MY MACHINE . I had to hunt to find my receipt that I brought 7 years ago and lucky I had my serial number on it which proved the machine They sent was not mine and especially the model of it . Mine was the top of the line . I sent them all the photos of my own machine and receipt and serial number . They finally called and said your machine was sent somewhere else. So there technician came and picked up the machine I had which I packed all neatly back in the box that it came in , he came back with mine not in a box . Just handed it to us and left. Who knows how long the people had my machine as these people were using it , it had coffee all in the tray with water and milk . WHO USES SOMEONE ELSES MACHINE. !!! FILTHY ESPECIALLY NOW WITH COVID. Of course they must have thought oh wow look at this machine they sent us to our *** disgusting machine, they had every intention to keep this machine . THEY EVEN PUT THERE NAMES IN THE ELECTRONIC PANEL (ZOE, VERNON, DAMO) !!! They obviously planned to keep my machine and not give it back . That disgusts me that behaviour of some people !!!.

- Thank god I didnt get them to fix my fridge , the tech that came out around the time they took my coffee machine told me it was a fault in the system to call the manufacturer to save me money but someone else called from the office days later and told me the quote over the phone and I said no its under warranty as it was a fault with Samsung. He kept insisting no you need to go ahead with the quote so we can repair it. He repeated it 3 times before I said are you not listening to me!! By this time they had taken my coffee machine which was the worst thing that could have possibly happened to me. The stress over the last 3 months and its still not resolved. I want my money back but looks like that wont be happening !!!

Had an error message on my dishwasher back in November and got them out to have a look. Couldn't fix it on initial call, fair enough.

Was sent a quote for a repair to fix the dishwasher and "get it up and running" which I had to pay in advance and scheduled repair. The tech came but the diagnosed repair didn't fix it, so he said he had to come back to finish it. Then the issues started. Although I had paid in advance for it to be fixed I was messed around in scheduling times for a repair and tried to get me to pay more even though the job hadn't been finished.

. Then when scheduled, tech. did not turn up in spite of several confirmation calls and emails beforehand. .

In numerous calls to company, I was told that they had spoken to tech and was on his way but admitted at end of day that they had in fact never spoken to the tech. Scheduled another day and left work early for appointment, once again , tech did not turn up and I was actually told they did not know where technician was and couldnt contact him. No surprise that he didn't turn up, and the best customer service could do was rebook in January. Tech eventually turned up in February and I believe finally diagnosed it properly - nothing to do with the parts replaced earlier!

Couldn't fix it on the day of course as didn't have the part with him. After many calls and emails as to what was happening it has eventually come to the conclusion that it is not going to be fixed, and I want a refund for service not provided.

They offered a partial refund as for some reason they think I should pay for the technician's mistakes as I shouldn't have expected for it to be fixed based on their quote .!!! Obviously I wasn't happy with that and they eventually offered almost a full refund on the phone. Then sent the attached form by email along with some links in an email which they wanted me to click on to remove negative social media comment.

Clearly I would not click on random links in an email from their company as I have no idea what I would be agreeing to. Their position is that negative social media comment has to be removed before they give me a refund. Mine is that when I get a refund I will stop posting feedback seeing as that is the only thing that has resulted in any action from them.

. They are removing negative feedback already so I now know why they don't have many bad reviews I have seen bad feedback from others which has then been removed.

In summary, I would recommend having nothing to do with this company and certainly don't pay up front for anything.

We needed a new heating element in our Fischer and Paykel oven - a pretty straightforward repair. We paid the $154 call out fee for 30 mins work.

The repair person turned up and told us what we already suspected - we needed a new heating element, however he didn't carry any spare parts!!!. He informed me someone from the office would be in contact about the price of the heating element and organise a time to come back and install it. Someone from the office called me while the repair person was in my home to take payment for the call out fee which included 30 mins of work, which I paid even though the repair person was at our house for 10 mins. No one rang me back about the spare part and so after 5 hours I called the office and was told I'd receive a quote hopefully in 3 days time!!!

When I explained this was unacceptable and that I demanded to have a quote on the same day, they finally relented and by the end of the day I received a quote for:

Element $154

Postage $25

Labour $125 + GST

Therefore, they charged a total of $458 to replace a heating element that cost $97.41 (10-minute job).

I looked online at the Fischer &; Paykel spare parts and the cost of the heating element was $97.41. When I asked the repair company why they charged so much more for the heating element than a genuine Fischer & Paykel element, they told me that's what their supplier charged them! I also asked how they could charge a postage fee when the cost of the element from the F&P website of $97.41 included postage. They said they'd remove the postage cost if I went ahead.

Needless to say, I didn't.

I ordered the spare part directly from the F&P website and had a local repair person replace the element.

Don't use this company.

Their business model is to make money from a call out fee without doing repairs (they don't carry spare parts). Then you are forced into paying an additional and incredibly inflated fee for them to return (sometime) and actually repair the appliance.