Anonymous
AVOID at all costs, customer care is an absolute joke! AVOID at all costs! 1 Star review given because you can't give lower! Called Go-Assist for a dishwasher fault Error code 15 and they appointed NAC to attend. Engineer gave it a very quick look over, extracted a small piece of debris from the filter drain and reset the machine before leaving. 30 minutes later, the machine stopped again with the same code displayed and a full base of water. Go-assist were alerted and several weeks passed before the same engineer reappeared. Having informed him that E15 (Siemens confirmation) was an internal leak code, he refused to accept that this machine could possibly leak as it had a sealed tank. He did another reset and tried to apportion blame to a copper pipe that has never leaked (which we tested with him in attendance), but had a a very small green streak which was left from installation 10 years ago. He left within 10 minutes and the machine failed again after half an hour. I called Siemens directly and they confirmed the E15 code was an internal leak to which end I called the engineer directly and informed him Siemens's diagnosis. He refused to return to fix the fault as he claimed there was no fault with the machine when he left. Siemens advised this code would not be displayed in such a short space of time (typically mid-cycle) Subsequently, significant water damage from the machine emanated through the kitchen units causing in excess of £10,000 damage! I called out a Siemens engineer to rectify the fault and he was incredulous that the engineer from NAC hadn't even bothered to remove the door and look for a leak? Once the door was removed, the leak was clearly visible from the sump pump and drain which if properly addressed in the first instance, would of been repairable. Such was the damage that there was no alternative but to replace the unit and an extensive repair is in progress to replace the kitchen units. Follow up with Go-Assist has been dreadfully stressful. It is impossible to speak to anyone in customer care or complaints other than by email. This highly unprofessional approach continued by not responding to email and phone calls only achieved responses of "we are following up a compliant with NAC and awaiting their response." Despite a plethora of evidence provided by the loss adjusters, Plumbers, kitchen installer and Siemens Engineers (paid for by me) they refuse to accept the leak came from the machine or that their engineers diagnosis was flawed from the outset. They now refuse to respond knowing full well they are liable for the damage caused. Having removed the offending unit, the damage could not be clearer, but GA refuse to accept any responsibility whatsoever! Images below are of the internal leak damage taken by the Siemens engineer which Go-assist refuse to accept. Further damage spread to a significant potion of the kitchen island requiring a complete rebuild. Unless your fault is a simple fix on/off reset, be warned...get an independent assessment, have a plumber in attendance, but ideally use D&G or call the manufacturer and pay for real expertise!!
3 months ago
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