Indesit refuse to resolve complaint.

Lexxiface

Hi all, just wondering if anyone can help with next steps on this one!

My Indesit washer dryer broke the Saturday before last and so I got straight on the phone to Indesit to arrange a repair. I told them my boyfriend would take the day off work to be here. The night before the repair at 9pm on the Tuesday, I received a text telling me when the engineer would arrive. I then realised they had my number as the contact, but I would be unable to answer my phone at work so I follow the directions on the text to update my details and changed the number to my boyfriend's mobile number. I then screenshotted this and sent it to my boyfriend to show it was all taken care of.

Cue the day of the repair and I check my phone at breaktime to find two missed calls from the repairman's mobile. I then phoned him back and he said I had missed my chance and he could not come back. I phoned Indesit to tell them they needed to arrange for him to come back but they put the phone down on me. I then had to go back into work. I spent two hours that evening trying to contact them.

The next day I had a free period at work and managed to get through to them. I told them what had happened and that I wanted to log a complaint. They said the change of number had not been done and that my screenshot of the proof that I had changed it was "irrelevant". I also pointed out that I knew the repairman had not tried to gain entry to the gates at my flat complex because to do this, he would have had to enter my flat number which rings my mobile to let them in and I had no missed calls from this either, again proof that he had not tried to gain entry. Again, Indesit told me this was "irrelevant" and told me that the repairman had done nothing wrong and Indesit was not to blame. They said my complaint was invalid and when I asked to speak to a manager they told me their manager's do not talk to customers.

I phoned again the next day to request a letter of deadlock to try and take this further to some kind of ombudsman, however they have refused to issue me one and have instead told me we have not reached a deadlock situation but still refusing to log my complaint. After around half an hour of trying to reach a conclusion, the person I spoke to finally said she would forward my "query* onto the CSD dept and they would ring me.

Today I received a letter in the post confirming that, again, I did not update the number on the system (I did. I have proof.) And that the repairman did try to gain entry to the flat complex (He didn't. I have proof.).

Any ideas on the next steps now as they are just not taking me seriously and my boyfriend has lost a holiday day at work and I have now lost hours trying to deal with this.

Aylesbury_Duck

I'd focus your efforts on getting the repair sorted before wasting time with the complaint. You can deal with that later. Will they rebook the appointment?

unforeseen

So even with a number change he wouldn't have got in as the entry system rings your phone and you can't answer it in work time.

Lexxiface

Washer dryer is fixed now. We couldn't rebook with them as my boyfriend couldn't take another day off work for it and they don't do weekends.

Unforeseen, not the case. It rings my mobile as the primary, then reroutes to my boyfriend's if mine isn't answered, therefore he would have got in as my boyfriend was waiting by his phone.

born_again

I also pointed out that I knew the repairman had not tried to gain entry to the gates at my flat complex because to do this, he would have had to enter my flat number which rings my mobile to let them in and I had no missed calls from this either, again proof that he had not tried to gain entry.

Cue the day of the repair and I check my phone at breaktime to find two missed calls from the repairman's mobile.

Do you think that maybe the repair man realising he needed access through locked gates, simply rang your mobile direct. Rather than trying to enter the flats? Especially if there was nowhere to park the van.

Anyway glad it's sorted.

Lexxiface

Yes, that could be the case and I could accept that he simply hadn't read the large plaque with the instructions on (and he admitted this and apologised) except he is insisting he did try to enter the code and therefore they are insisting he did too.