I have had significant issues with Baumatic's poor customer services, which I can only describe as appaulling. Below is an email send to their managing director, which details the issus I have experienced. This was sent on 30th Jan, and a day later, despite also leaving a message, I have not had a response. Suffice to say I will not be purchasing baumatic applicances again.
Dear Mr Holt,
I today left a message for you to call me with regards to a long standard service call, which, despite a significant amount of telephone calls, and emails, remains unresolved. I have yet to receive a call from you, which, although I hope, is simply down to you not having time to do so, I fear is indicative of the poor service I have received, which, in summary is as follows;
Approx 20th Dec I called to advise that my washing machine had a fault and was not working.
29th December, engineer inspected, and advised that he would order parts to repair the washer, and come back and repair.
5th January, telephone to ask on progress, to be told that the parts were on order, and to call back on Monday, if I had not had a call.
9th January, no telephone call, so called approx. 4.30pm. Parts were still on order, no further information could be provided.
10th January, emailed customer care, outlining lack of progress to date and asking for an update.
11th January, received a response from Amy White, advising parts were on order, and will come back with more information when available. I emailed back asking could a more specific timeframe for a response be provided, to which Amy replied to allow 24-48 hours.
13th January, I emailed for an update, having not received a response.
17th January, I emailed customer care at 9:52am, putting, for the attention of the customer services manager, asking for an update..
17th January, I emailed customer care at 17:08pm, having telephone several hours earlier, having not received a response.
17th January, 17:12pm, I received an email from Amy, advising that the manager was off sick, and that she would follow this up/escalate the following day.
18th January, email received from Amy, saying that the PCB was not in stock, and that I should receive a call by end Monday.
23rd January, emailed Amy, as had not received a call.
25th January, telephoned, and asked to speak to customer service manager, who, I was told, was not available due to being in interviewed all day. I spoke to Jo, who informed me that the part (PCB) which was to be sent to the ‘agents’ was found to be damaged. She said she would call me back to see what would be done.
27th January, emailed Jenny Charlton directly, as had not received a reply.
30th January, telephoned to speak to Jenny Charlton, who was not available, asked to speak to her line manager, and was passed through to someone who took a message for you, .
I am a service professional, and have very few situations where a customer has to contact a senior manager, due to poor services levels. However, I have never experienced a situation where, the escalation process falls down as significantly as it has with yourselves. There appears to be a systemic lack of customer service, and the aspirations of your platinum service, as outlined on your website, in no way resemble the service I have received.
All that I ask is that my washing machine is repairs, and done so quickly. I sincerely hope that you action this urgently. As I have detailed in my previous correspondence, I have 3 children, one of which is disabled, and being without a working washing machine is a significant disruption, not to mention the cost involved of having to go to a laundrette.
Your urgent attention would be appreciated.
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