The engineer was helpful, professional and fixed the DW.
But the communication? Shocking. I was told by 1st call the initial call-out fee was fixed and covered the engineer’s time, regardless of visits, with extra only for parts. Since the dishwasher couldn’t be removed on the first visit, a second was needed, yet I was charged again (a reduced fee).
After querying the second charge with 1st call and chasing twice over a week, I finally got a call—only to be spoken to rudely and in a dismissive manner. Poor communication and worse attitude have ultimately left a sour impression.
Response from 1st Call Appliance Service Limited
Thank you for your review, sorry to hear that expectations from our services were not as you expected. The engineer attended to inspect your fully integrated dishwasher, however, was unable to work on the appliance as flooring has been laid down in front of the machine. This meant that the engineer was unable to work and fix the dishwasher as he was unable to remove some of the flooring as it had been glued down. (photos of this were taken but the engineer).
As per conversation you told the engineer that you would get the dishwasher out to enable him to work on it on another scheduled appointment.
You rang the office to confirm removal of the dishwasher, however we were unable send the engineer back for a few days as he was on annual leave. This was clearly explained to which you found frustrating. The engineer was booked when he returned from annual leave at the earliest appointment. The engineer carried out works and fixed the appliance on site without any further issues.
A covering labour charge of £40.00 was applied, instead of a full charge of £75.00 per company policy as explained to yourself by the engineer on the first visit.