any experience of baumatic customer services? door to brand new oven has exploded!

suzymoon007

I have a Baumatic oven......the door doesn't fit properly so where the oven has been on, it has burnt and tarnished all the front panel and knobs. The bottom element cracked and short circuited all my electrics. That was in September 2010....its now feb 2011 and still no oven and absolutely no luck with customer service. I get bounced from homeserve to baumatic, no one wants to know or cares. Apparently the engineer had the £225 parts , but stole them and was never seen again!!!! Numerous, lengthy phones (42 minutes today) being put through to at least 4 people EVERY call. Shocking quality and appalling service. I would NEVER buy a Baumatic appliance again. I am so bloody livid and frustrated at their service that I could cry!!! Everyone I talk about it to tells me that i am so patient.....I have no choice but to be patient, as there is NOTHING i can do!!!! I just have to keep on phoning

pmlist

We reported a fault on our Baumatic cooker hood 9 months ago and despite many phonecalls, broken promises, tales of 'wrong parts sent' and 'missing parts' we still do not have a fully functioning unit.
The engineer was telling us different things to Baumatic Customer care, we had the old 'I've got a bad back so can't make my appointment' type excuses.
It is an extended warranty on an 8 year old appliance - I know you can't expect it to go on forever but if it's past it's expected life they shouldn't offer warranty on it!

The Baumatic website says:

Customer Care Culture

The Platinum Service of Customer Care is a concept of embracing the customer seamlessly into a controlled logistical operation, capable of minimizing any disruption and inconvenience. Baumatic’s investment in our Customer Care has been immense. Headed by a core team of dedicated professionals, stringent new guidelines are now in place to ensure a trouble free after sales operation. The standard of Customer Care is of paramount importance to Baumatic and ensures our managerial team are of the highest calibre.

I said I would be interested to know what their understanding of 'embracing the customer seamlessly...' and 'Customer care is of paramount importance..' means - needless to say they didn't answer!!

I would say forget Baumatic - pay a bit more and get something decent quality that will be well supported.

micmac22

Baumatic 9 out of 10 let down by sub contractor who didn't fix my hob properly the first time 5 minutes, 2nd engineer 1 month later from baumatic spent over a hour fixed my hob great job. Well recommended products and customer service dept helpful.

Lionel_Blair

This is the absolute worst company I have ever dealt with. :mad::mad::mad:

Chased order that I placed before Christmas and rang Baumatic's customer services. Spoke to a female called Paula who passed me to the carrier (gave carriers number out). Spoke to the lady at the carrier who informed me that they have not yet received the goods from Baumatic. I told her that Baumatic said that they had the goods, again she said that they had not. She then gave me Baumatic's main switchboard number and I spoke to a different lady in Baumatic customer services who told me that I should not have been advised that the carrier had the goods. They were still with Baumatic and would not be collected until that afternoon.

I hate dealing with people who pass you from pillar to post. That poor woman at the carriers - I felt genuinely sorry for her and I bet this is not the first time she has had a call like this either. To be honest I have cancelled the order. After reading online reviews the products seem to be of a sub-standard in quality. Had their first customer services officer been helpful in the begining I wouldn't have cancelled it. :mad:

kwatt

First of all, other than a couple of ovens recently, Baumatic don't actually make anything themselves.

Cookers can be from Italy, China, goodness knows where.

Most laundry seems to be Chinese, a lot of Midea and Haier.

Refrigeration a mix but a lot of Chinese stuff again.

They get a fancy front so it looks pretty, a Baumatic badge and you pay more than you would if you bought it with a lesser badge on it.

As to oven door glass shattering, it is quite common and there are a number of reasons for it, comes up regularly on UKW. So much so that I wrote this article on that subject alone.

As I've said to many people, the only way to have an oven door that you can 100% cast in stone guarantee won't shatter at some stage is to make it from metal, don't use glass. It tends to happen more on cheaper ovens and cookers but I've seen it happen on £2K+ Gaggenau ovens, Rosieres and all sorts over the years.

Any glass door can shatter and, in all honesty, that'll pretty much be that.

K.

Fleurly

I have an 18 month old Baumatic dishwasher which has broken down. Now 6 weeks after the engineer's visit and still waiting for parts to be sent to the engineer who will then arrange to come and fix. I have made several phone calls - they promised to ring back last week and didn't. They cut me off today while I waited for them to find out what was happening, no-one has rung back.
In short, I will never buy Baumatic again as I don't consider the initial quality of the machine nor the customer service to be acceptable. I plan to comment on every forum I can find, hopefully to warn others.

adofant

Been using one of their premium range ovens for 4 months and had a problem with a door ...engineer visit and due to the way its manufactured needs to be replaced....Chased, emailed, phoned had promises of the part arriving but have been let down each and every time. 8 weeks and still no part...no calls back from customer services...not even the MD (Gianluca.Bianchi@baumatic.co.uk) has replied. Since then a knob has broken....called customer service and told 3 - 5 days for a replacement. This was another untruth as yet again it is a part that they cannot get hold of....I have been waiting for this for 14 days. Just had a call from Customer Services manager (after contacting the kitchen installers) and the news is...well....who knows!!..they don't. I have given the kitchen installers 24 hours to get it sorted or I am having a new replacement oven fitted at their cost...It will, however, not be a Baumatic!!

selbjx

I share the poor customer service view given by some others on here.

I bought a complete set of appliances from baumatic in 2009. Everything seemed fine until i noticed a patchiness on the coating on the oven (some lacquer on top of the 'stainless' steel). The coating appeared to become flakey and was coming off - mainly around the edges and the control panel in fact anywhere heat could get to it.

Had both of these replaced under warranty and advised by the engineer it is probably that it hasn't been stored properly in the warehouse.

A year or more later, same issue but out of warranty on labour - this time it was just the control panel. Buying the part and fitting myself seemed a much better and cheaper option than paying for the cost of the engineer and having them fit the part, which I did. Gave the part number and was advised it has been replaced by a new part number - part dispatched - appeared the same but did not fit the model.

I took photos of parts side by side to show the bracket differences and was agreed with that it is in fact wrong. (august 2011) - by December 2011 was advised that a part was ready to send, and what i received was clearly a part off a display model showing all the wear signs around dials and buttons and having no protective film like all other stainless parts have. They insisted it was new and said it was the best they had.

Following this i was advised that they need to talk to the factory in China (was closed for Christmas). February factory was closed for Chinese new year. Since this point in time despite multiple chases, I have heard nothing.

Nearly 8 months - same problem remains and the door coating has started to go patchy again. Although funnily enough soon the coating will all have come off and the appliance will be a uniform colour again, although lacking its glossy coating.

I also raised another issue with them (i know of three other customers with the issue but wondered if anyone had experienced the same).

Dripping from the oven - we experience a lot, my father also has same issue - I've never had this with any other appliance - kenwood/aeg etc. It has come to the point in my kitchen where the drawer below the oven has had to have a new front (although this is now failing) due to moisture intake, and the carcase is rotting slowly with the laminate edges the first to go - i've resealed with sealant but damage already done.

andistand

Hello

I have a baumatic range oven that is 5 years old. Had no trouble with it until my cleaner gave it a deep clean and also reset the timer and now it won't work. Not sure if its the timer thats effected it or if her cleaning it has damaged the element. I did adjust the timer but it now makes little difference although I did get it to work for just 10 minutes recently by fiddling around with it but couldn't get it to stay on.
Any ideas? thanks

poggs

I have a baumatic range cooker that is three weeks old. Its a BCD901ss for info. Its so bad at cooking (cant even cook oven chips in it) I've decided to cut my losses and give it to currys to recycle. Baumatic have insisted that its designed not to cook food and just to look pretty. Never, ever buy baumatic. They are terrible,