Company Details

Grans washing machine broke down. Got told they could come Friday 23nd April a week to wait as they can't come Sooner. Then it got moved to Monday 19th April thought ideal sooner than later. Then got cancelled and got told can't come till Monday 26th April. Gran has to handwash stuff now as machine is broken down. Raised complaint Friday 16th. Phoned up Monday 19th for an update got told to wait 72 hours . Phoned today 22nd April to nothing has been done. She pays for this service so she wouldn't be with out a machine.would of been quicker to buy a new machine. Attitude of call centre is "only a few days to your appointment" disgraceful. Have had this policy since 2013. Still not fixed due to engineers sick and parts lost. Avoid at all costs.

Hands down the worst company I've dealt with. There is no way I would be in a job with their levels of service. I have complained multiple times, they NEVER call you back even when telling you they will. They send wrong parts and take ages to get things done. I don't think they realise how stressful it is to have faulty appliances no washing machine, dishwasher etc. I didn't take out the insurance with them (the flat I bought had them in place). Please do read this and NEVER use this company.

It really is difficut to describe how poor of a service i have received from UK warranty. Ill keep it factual. It is long BUT its important to know the organisation you are dealing with. 30/03/2021 : Called to raise an issue i had with my Bosch diswasher. Explained to agent at great length the diagnostic fault code on the dishwasher states e19. Provided model, make, serial number and all other information pertaining to dishwasher. Was advised earliest appointment for engineer to attend was 27th April (nearly four weeks later). 27/04/2021 : Engineer texts me on the 26th April to advise he would at my property at 9am (tomorrow morning). 6.04am on the 27th April i received a text message stating he would attend at 7am. At 7.04am he texts again and says he will be there at 7.30am. Engineer arrives at 7.30am. Without looking at the dishwasher, asks me to confirm if e19 is the fault code, to which he says, very common with these dishwashers, its the heatexchanger/drain valve that needs replacing. He then proceeded to tell me that he picks up parts at 6am in the morning and thats where he was this morning, hence him arriving so early to mine. He then proceeded to tell me that he cannot fix the dishwasher because he doesnt have the part! I said, you knew what the code was before you came here, you knew the model number and you knew it was a "common fault" with these, so why did you not arrive with the part? He advised it would take around 2 weeks to get the part then he would come back to fit it! But i would need to call the office to get them to book it in! 28/04/2021 : I called UK warranty and asked when he could come back, they advised we will come back to you. 29/04/2021 : Called to chase, they said they dont know. 30/04/2021: Called again they said they would call me back to confirm - nothing. This contiued for the next couple of days. I then get told 4th May he will come to fit. I receive a text on the 3rd May and they advised that they would now be coming on the 27th May! nearly 2 months after the initial call! I have had to chase every step of the way to try and get a resolution. Manager's requested call backs to not materialise. I called Neil Martin (MD) of this so called organisation (his number is on their website. He never picks up the phone or returns the call. I've emailed him. No response. There is so much more to discuss but ill stop there and hopefully that has given you enough information to make you steer clear from this inept, uncaring and unresponsive not fit for purpose organisation.

Great service , when taken extended cover

In general, my experience of ukwarranty has been good. Kate Summers arranged for a refund on a repair that we paid ourselves for during the first covid lockdown. Later on when our appliance failed completely, she was very helpful and helped us secure authorisation for a replacement. Despite the product being out of warranty by a couple of days, we were very impressed. However, she went on leave and for the next couple of weeks, it was frustratingly difficult to arrange the delivery of the replacement despite our having paid the difference of a few hundred pounds. Communication was poor, and staff we spoke to did not return calls as promised. Finally Kate returned form holiday, and even though we did not manage to discuss the matter with her, an email appeared to move things on, and we were able to arrange the delivery. This wasn't communicated to us, so we had to do a lot of chasing ourselves, but we must say that Kate was outstandingly obliging when we were in contact with her.

I took out a policy with this company, however trying to book a repair is proving impossible. Staff have continually passed me on to different departments, then the line goes dead every time. Extremely disappointed and wouldn’t recommend this company at all. L O’Brien

If I could give zero stars I would. I bought a smeg ceramic hob as a gift for my daughter, who is a single mum of 2. Unfortunately the ceramic hob was accidentally broken. I have insurance, which was very easy to set up (funny that when they're taking my money!). During the initial phone call I was told to "ring smeg, as its under warranty". After finally convincing a fairly polite member of staff that accidental damage isn't covered under manufacturers warranty, which is why I took out insurance in the first place, she arranged for an engineer to come and check said broken hob. Engineer was great. Was in the house all of 30 seconds agreed it was indeed broken and needed replacing. This was 4 weeks ago. Multiple calls and messages to UK warranty (which are never returned as promised) to check progress where they are always "understanding of my frustration", "truly sorry to hear I'm experiencing issues" and are "having problems with our phone lines" (I suggest you fix them then - call open reach, they do what they promise!). But despite the handbook answers I still don't have a replacement hob. Best comment came yesterday from Neil, the managing director, who suggested I call smeg! Clearly you need a new career Neil as you obviously don't understand what your company is all about!

Avoid at all cost. I have been having issue with Gas Hob and same engineer has been twice to fix it. Issue is intermittent and happens after using hob for 45 mins or over. I was told to do a video of the issue which i did and showed the engineer. The engineer did not know what to do to fix it. I have now been booked another engineer. Every time you have to wait 3-4 weeks for an engineer appointment. AVOID!

Completely and utterly useless. Called Mr up after I purchased a TV with an offer of extended warranty and promised me the world and that any issues would be resolved within a matter of days. My TV developed a fault over a month ago and I'm still waiting for a repair. I call the warranty company who advise a part has been ordered and an engineer will call me to arrange a time. Nothing has happened yet, Can't make a complaint as they won't let me nor can I cancel as they threaten me, calls are recorded hopefully they can hear the awful service provided by Lisa. Please do yourself a favour and avoid.

Omgosh what can I say??? Over the past month I have been speaking to this company's advisor's off & on with regards to my fridge/freezer. Every single one of them has been so helpful, I couldn't have asked for better customer service, but this morning..... wow! I wish I had taken this advisors name so I could have written it on here! In a few words my fridge/freezer, over the past couple of months, decided to go a bit funky. I called uk warranty and within a couple of days a technician was sent out and declared there was a fault with the wiring and that they would replace it with a new one. Over a period of the next couple of weeks I had spoken to several of their advisor's who were absolutely lovely, they couldn't have done more for me!! They had all my details on their system, they contacted Hotpoint on my behalf regarding a new f/freezer, everything was perfect! I've since had an email from Hotpoint, a couple of weeks ago, so today I decided to do a follow-up to see what was happening. Apart from that one email I've had no dealings with Hotpoint so decided to call back uk warranty again, I wish I hadn't! The advisor was rudely adamant that there were no details of a f/freezer on my account and that she couldn't take it any further and therefore left me to my own devices leaving me to wonder what I should do next. Unfortunately, I can't find the original email from Hotpoint. My phone crashed a couple of weeks ago when Google had some issues going on, so where I go from here nobody knows.

Updated my warranty on an oven for another year Blane processed our warranty very professionally so very efficient from that point of view

Absolutely do not touch this company !!! Brittany Kiera not much help and by far the rudest LISA The company have been no help about for weeks, I rang to escalate the failed appoint again !! I rang Thursday conveniently no manager available to talk to promised 24-48hours call back ,I rang again Friday still the same crap 24-48 Hours .... The website states the are still open at weekends ! But they are not rang again today still no help what so ever ....the company asks permission to record calls for training purposes which they quite clearly do not pay any attention to , I asked for a transcript of my calls to be told I would need to pay !!!! It’s my information . I tried to contact Neil Martin in his mobile ... shocker no answer and also Dionne Armstrong who was in a meeting 🙄 No contact from either ... very disappointing! Reading previous reviews customer service is way down their list !!!! Like I said steer very clear try domestic and general much more professional service 👍🏻

Blain do a great job in getting my fridge freezer registered many Thanks

Following 4 years of paying insurance for a fridge, my fridge packed up, took 6weeks for an engineer to attend, then a further 2 weeks of chasing to be told they can’t find a replacement. (The same fridge is for sale at a wide range of places but almost double the price we paid) sent money to my bank account which I cannot replace like for like and also they take no responsibility for removing the old faulty fridge. Very poor service and attitudes throughout. Very disappointing and cancelled direct debit upon receiving payment. I have used appliances direct on a number of occasions and am shocked that they would associate themselves which such a poor insurance company. Please do not use these cowboys

Absolutely awful customer service! My oven broke down in October 2020, 3 repair men later they finally find out what is wrong with it (Jan 2021) I was told it would take about 10 days for the part. Until now (22 March 2021) I have had to chase them each week. What a stressful and draining experience! I called every week and spoke to numerous people Lisa, Chloe, Ciara, Leah and told each time they were waiting to hear back from the wearhouse. March 1st- I asked to speak to a manager and was told a manager would call me back within 72 hours. 4 Days later I heard nothing, called again and the person said no notes were taken asking to speak to manager. What the f#*! Again I asked what is going on and got the same response, this time Lisa said she would find out and call me back. I heard nothing! I called again, Leah said she would get the manager to call me, Ciara was dealing so she had to speak to her, blah blah blah...once again nothing. This is beyond a joke and horrid customer service. I called today and was told by Lisa the wearhouse will now change my oven and I have to call them. Obviously I was losing it at this point and asked for the manager, the reply I got was "and what will I achieve by speaking to the manager?! The case is close this side and the manager is aware and will not be speaking to you. All the notes are logged" This company passes the buck and goes out of their way not to help the customer! I have cancelled my extended warrenty as I do not want to pay for this diabolical service! Disgusting and dishonest company!!

The service from this company is a disgrace. I would never want to deal with tham again. The worst service I have ever had.

My extractor fan broken down. Engineer visit was arranged and parts ordered. Don't know what others are moaning about. Dreadful people complaint on everything.

The service from this company is non existent. My dishwasher broke in July 2020 and after 7 visits, cancelled visits.wrong parts delivered and a machine that gave off shocks when touched, the machine was written off and a replacement promised. That was Dec 2020 and after numerous phones calls I am still waiting. No one calls you back and nothing moves forward yet their statement says,"We don't accept a second rate service." What joke that statement is. Avoid.

What a dreadful organisation. Broken dishwasher Nov 2020. Initial visit very quick, but then it all went downhill. 5 cancelled engineer appointments later, they finally agreed to replace the machine, but this. took a further 3 weeks. Machine finally arrived 20/2/21. Thank goodness it wasn’t a washing machine!!!! Trying to talk to anyone who can actually DO something rather than staff who just take messages was a major part of the problem. Don’t take out a warranty with them - the whole process was incredibly stressful and we were without a working machine for nearly 3 months!!

AWFUL company! Cancelled twice for dishwasher repair, took 2 weeks to get the engineer and then he was useless and didn’t know what was wrong! I so wish I knew about the awful warranty company sold with Marks Elecrical. I will never buy from them again. Now going to just buy a new dishwasher, can’t wait any longer. So angry!!