UK Warranty レビュー 290

Now spent nearly 50 minutes waiting for someone to answer the ruddy phone!! I need a replacement tumble dryer asap and nobody is answering, what a bloody scam.

Sent them an email, no reply after 12 days therefore I sent a followed email up 5 days ago and cc Neil Martin , Managing Director and even he could not be bothered to reply. If the ‘Top Man’ has a non responsive attitude towards customers, no wonder his staff follow suit. Having seen the previous reviews it’s no wonder I’ve not had a reply.
Neil Martin and Pacifica Group Ltd should be embarrassed by all the negativity yet clearly are not bothered to improve their customer service.
I wish I had read the reviews before taking on their services.
I for one will be cancelling our 3 contracts as I have no faith in this company whatsoever .

Incompetent engineers and tell lies

I followed recommendation of Fridgemaster to register my new device with UK Warranty. The assistant was unable to document the correct model number given to him. He was obviously only interested in trying to sell me further insurance. When I returned the call to ask him to correct the model details, I was inexplicably left on the end of the phone line so hung up.

I was given a call when I bought a fridge freezer and persuaded to take out insurance. I was told I could cancel and pay mouthing in 14 days. I received no paperwork or confirmation but they took the payment immediately. I have since asked to have it cancelled to no avail. No communication but my money is still taken. This is highly unprofessional and illegal behaviour.

I purchased warranty for a refrigerator when purchasing at a retailer and was offered a monthly protection plan from Pacifica, UK warranty,s own company.

They were initially really helpful with opening the claim, the engineer showed within a reasonable time to inspect the problem and did a terrible temporary fix.

Within 24 hours the *fix* had broken again. I recontacted Pacifica who advised a new part was needed for repair and to await the part.

Unfortunately the part never came into stock and the problem got worse, so we phoned back up a few weeks later and was told they would escalate it further.

A week or 2 later they have refunded me in full the initial purchase amount for the fridge.

Overall quite happy with the end result, however the journey was not simple and there is room for improvement on the communication side for the repair, 3 months from start to finish in my eyes is a little too long for this type of repair to fixed.

Appalling response to 4 emails so far, ie no response at all. Gave up hanging on phone after several attempts

This company did not answer my call for over 45 minutes and then cut me off during the conversation saying that they couldn't hear me properly. To add insult to injury the original email address that I had on my dishwashers warranty was rejected when I sent it as it was no longer listed. How do companies like this get away with this shite !!!

UPDATE: changing my rating becaue I'm much happier with this service now that everything has been finalised.

They ended up sending 3 engineers to the house before determining my fridge had an unrepairable manufacturing fault. They tried to find a replacement but couldn't find the right one so instead they refunded me the price of the fridge in cash, that allowed me to find the right replacement.

In the end I'm happy with this service, I would recommend getting in contact with them via email instead of the phone. I got prompt replied via email without having to wait on hold.

I've been on hold for over an hour and 20 minutes so far.

Never ever buy this warranty with appliances direct.... they take your money and then you can't even get through to book your repair. It's throwing away money money for nothing.

Scam companies like this should nkt be allowed to exist.

Unprofessional Agents

Avoid this company.

I tried to call this company to get my dryer fixed.. I was waiting on the phone for 1 hour and 30 mins and still could not get through.

By time i got through one horrible agent put the phone down on me twice.. i wish i knew her name.. she was not very nice to deal with very smarmy and rude. Then when I called again got the phone put down on me again.. I was really upset and they made me queue up again to try get my repair booked.

The only two people that helped me was Jennifer and Susan who booked my repair.

The company is ran by cowgirls that just do what they like which calls they can take and calls they end.

This Company is very unprofessional and the agents are rude.

After my repair was completed I rang back to end my warranty that was quick surprisingly and then cancelled my direct debit.

I am now with D and G who are great and have no hassle booking repairs.

I tried calling this company to report a fault with my washing machine but no one seemed to want to answer my call. In the end I gave up and after reading the reviews on this site cancelled my direct debit with them by email. I will not be taking out any more of these service contracts again, I have learnt my lesson.

This company is absolutely a thieves 4 months they took my money and when coming to.repair my car on a turbo they refused it and I had to pay mechanic 2000 for the repair. Then again I had aproble. With steering rack kn my car and damages was 3700 the warranty wise company refused to pay out as they stated wear and tear again what's the point having them if they decline all the repair. No use just waste of money also the people who work for the company will mislead you to take out warranty with them by saying they will take care of every part on the car excluding brakes and other that are wear and tear. Lying misleading and unprofessional staffs. To everyone stay away from this company.

Only giving a star at all so I can write a review. This company is shockingly bad at what it is supposed to do. I have wasted three days in the past week being passed round and round Customer Circuses (no service at all!) with a different set of instructions every time, all of which failed. Back and forth between them and the manufacturer who didn’t even bother responding.

A conversation on Tuesday became heated when I slightly sharply expressed exasperation (no swearing, no personal insults, no verbal abuse) and was told by the worker ‘You can’t speak to me like that. We operate a zero tolerance policy.’
30 seconds later she tried to shame me for not making a note of the serial number, even though it wasn’t requested when I registered the warranty. Well, if I’d known the appliance was going to jam shut with the serial number inside, after four uses, of course I’d have written it down! Apparently model number, my address and the warranty reg number issued by UK Warranty is not sufficient.

When I complained, a manager who sounded about four years old rang me to explain that the serial number is required because ‘a customer might be ringing about a product we don’t cover’. Who would waste their time doing that?! It felt like I was being implicitly accused of lying.

I tried to book an in-warranty repair online. An acceptance message flashed up but no confirmation by text or email. Then it transpired it ‘had come through to me but not on the system’ as the manager said. 🤷‍♀️
She then tried to book an appointment next week, 11 days after my first reporting the fault. I asked for a morning slot. ‘We can’t do that. It’s any time between 8am and 6pm’.

I have complained to the CEO of the parent company Pacifica Group, the MD of UKWarranty, the chief engineer and the head of customer relations. Not one of them has had the courtesy to respond.

To save other people having such a dreadful experience my faulty appliance is Rangemaster. I would rather buy a different brand than have to deal with this company again.

Quite simply the worst customer experience i have ever dealt with. After waiting over 23 days to get what was a simple fix (and mistakes on the side of ordering parts) i raised a complaint. From here i thought things would get investigated and an apology would be forthcoming. Far from it, the experience just got even worse. Unbelievably, in the response to my complaint they addressed me as someone completely different, most likely another customer complaining. You could nt make it up. Avoid at all costs

Completely useless, impossible to get through, paid 4 years for warranty,waste of money,would have to agree with every one star review.You live and learn.If you are paying for warranty cancel now!!!!

Absolute disaster. This is an extract from the response to my complaint.

Your repair through to completion took 66 days. Whilst this is longer than we would like and is not in line with our usual service, I cannot identify any avoidable delays which contributed to the overall length of your repair.

The delays were that the engineer sent for the first 11 visits didnt know how to fix it, his colleague sent in his absence fixed it immediately, so obviously an avoidable delay by not sending an incompetent engineer.

This company is a scam almost one month now I called them give me appointment kept on changing the days, dates all through last week from 13/05/24 till date no Uk warranty or Michael the Engr that is coming wasted my time and the day I signed up they told me they are from Appliances Direct. Kindly refund my money pls. I am still within my warranty of 5 years. I have been calling no response. Uk warranty u a not guaranteed but hauling people had earns from them refund my money now . All my foods keep on getting bad I will wake to see my fridge freezer melted down water everywhere. Refund me now.

I would give this company zero if I had the option, as they are not worthy of 1 star.
Fridge has been broken now for 3 days, all goods spoiled, but cannot get through to a rep to deal with the call, as either on hold for more than 60 minutes and gave up, or they have 'IT faults and cannot access their systems'
I will certainly not be paying for extended warranty if these are the insurers again via my online retailer.

As an update to the following we have had 2 more visits from engineers on the 23rd and 31st January making a grand total of 9 visits and still the fridge/freezer does not work:- I initially purchased my LG fridge/freezer through Appliance City with a 5 year extended guarantee. My fridge/freezer broke down 4 1/2 years into the guarantee, this being the first week into November 2023. After 5 visits by engineers we now do not have a fridge/freezer for Christmas. There seems to be a major breakdown with communication within the company as on the 4th visit the engineer asked me "what is the problem with the fridge/freezer", and on the 5th visit the engineer arrived with what appeared to be the same wrong PCB board as the one supplied on the 2nd visit. Also within the company it appears that departments do not communicate and update each other. We had a visit from an engineer today 13/01/2024 and still after 7 visits the Fridge/Freezer does not work.

Absolutely useless insurance, fridge freezer broke down in November 5 engineer's later still not working and was promised it would be fixed for Christmas Guess what still not working , so I will take this further to the onbudsman and the tv and newspaper , this insurance needs looking into something is not right more like a cowboy business. I need to take that 1 star away . Domestic and general are more professional. I will never go with uk warranty again , And the communication is really poor 😞 Thank you uk warranty for ruining my Christmas without a fridge freezer when I was promised it would be fixed !!!!! 😡, I have read so many bad reviews about this company needs looking into . Now they are sending out another engineer for the 7th time unbelievable this is going to the top now its going around in circles not getting anywhere with this cowboy set up . Onbudsman next , Engineer came out today replaced pcb board and it doesn't work , how long is this shambles going on for , had enough now of this company over 3 months with out a fridge freezer. Public need to be aware of this company. So angry 😡😡😡😡😡Unbelievable they are sending another engineer out for the 8th time what is wrong with this company, I'm going to trading standards and the onbudsman now hopefully get this company looked into 😡😡😡😡😡update still waiting for my fridge freezer replacement after 4 months without one. They are selling pointless warranties next step trading standards!!!!!!!