ACL Domestic Appliance Repairs Limited -Samsung Service Centre

When our Samsung washing machine broke down whilst under warranty ACL were the firm nominated to fix it. They visited within the time quoted and identified the problem but didn’t have the part. Came back the day with the part and washing machine in now working well again. Engineer was polite, helpful and fixed our problem. No payment from us as all done under warranty.

Following a call to SMEG who made our dishwasher, ACL were nominated by them to carry out repair. Their employee Luke called this morning and attended to the machine quickly and efficiently. The company operate an excellent live view of where engineer is and estimate of time of arrival.

Phoned Samsung prior to purchase of 2 appliances, freestanding freezer & integrated fridge. Explained I needed the door on the fridge to open opposite to the picture online. Ie left hinged. Was told this is not a problem. Purchased the two appliances through Samsung UK & they were delivered 10/9 Open freezer, excellent product. Looking at fridge through packing we can see door is hinged on the wrong side. Logged on to Chat spend two hours explaining to five different people that a door reversal is needed. (Keep being transferred & disconnected once). Finally get a number for Samsung engineers for Somerset (ACL Domestic Appliances). Phone ACL and ask for a door reversal. Explain that Samsung gave us the number. “We do not do door reversals“. Log back on to Samsung chat, unbelievably I have to start explaining all over again even though I have a Ref number. Give up & call Samsung. Speak to Rach. Explain all over again. She tells me I need a Samsung engineer for a door reversal and she will put me through to another department. I have had enough. “No thanks, I now want to return the refrigerator and get a refund”. Samsung will agree to a return for £50 per appliance, so I need to pay £100! I don’t want to return two, the freezer is fine. Just the refrigerator. Problem; needs to be “unbundled”. Rach expects by end of day. Next day phone Samsung and start again all over again with Rue. Still no result. Fridge is unopened since delivery but is unusable.

American style fridge/freezer was up and running after service repair. Luke was knowlegeable and helpful with advice as to how to avoid the problem in the future. The ACL tracking sytem kept us informed on the time of arrival of th service visit.

Had an issue with our Samsung built in Oven. ACL were recommended by Samsung for repairs . When I rang they explained call out cost and how repairs would work. They sent an engineer round to examine and fault find the issue with the oven. ACL called back next day to let us know cost of new parts required. Same engineer called 3 days later to fit. Oven appeared to work, but a day later we found further issues. Rang ACL again explained that we had paid call out cost and spares costs and that if we had to pay anymore then it would have been more cost effective to purchase a new oven. The agent said they would send another technician to check what had been done and see if they could remedy the issue. Two guys arrived the next day did a thorough check of the oven and all the components. They found a small component not working replaced it and then thoroughly went through the oven again checking everything worked properly. No extra charge incurred and issue repaired. Quick but efficient. Not right on first visit but quickly resolved no fuss. Well done.

Called ACL Monday morning and was allocated a slot for Wednesday 05/06/2024. Received a phone call Monday afternoon to move the engineer visit to Tuesday. Engineer called Tue morning at 08:45 and arrived at 09:00, adjusted the oven clock after a power cut (reason why the oven wasn’t working) and left within 15 minutes. Excellent service!

Appointment arranged quickly and actually then rearranged to be sooner due to a cancellation. Repairs completed to both dishwasher and washing Ng machine with minimal fuss. Assisted me with repositioning the machine after the repairs and couldn't have been more friendly or easier to deal with. Both the repair engineer and the appointment booking agent on the phone were great. No issues here.

My electrics were out on the machine. ACL ensured they knew what the fault was rather then relying on the referring agency (big tick). Not only that but it was a big repair in a tiny space & Tyler worked fast & efficiently - pleasure to have met him.

My Samsung washing machine went wrong on the 13th February 2024. I had to phone ACL on the 19th February to ask when an Engineer might appear ! I was told that because I live on the Isle if wight I would have to wait until the 6th March for a visit, they only visit every 2 weeks ! I wasn't happy about this but obviously agreed as my washing machine is still under guarantee. They arrive on the 6th march do a few checks and tell me they are going to put in a complete new control panel, the control panel was faulty! I am then told it would be another 2 weeks before they could come again! As you can imagine I was not very impressed, I asked the engineer if there was no way they could come any sooner, I had already been without my washing machine for 23 days ! Was told he would see what he could do. Obviously nothing because when I phoned them to find out when they would come again (I had to phone as they did not contact me) I was told the first available date was the 19th March! So from when I contacted Samsung to get the repair done that would be 35 days without a washing machine! On the 18th of March I phone ACL to ask them to make sure that the replacement part was working and was told they would check it! When the engineer arrived he actually said to me how they can not check parts without the machine. Thankfully the part did work otherwise it would have been another 2 weeks. I will never use this firm again!

I had a warranty repair carried out by ACL on my Samsung washing machine which failed immediately after the engineer left. I phoned ACL and was told that, because the engineer had signed off the job as finished, there was no way they could resurrect the job and I would have to go back to Samsung and start my repair claim all over again. Anyone who has dealt with Samsung’s helpline will understand why I don’t want to repeat their tedious and frustrating process. This is clearly a ridiculous ACL policy as it doesn’t allow any time to thoroughly test the repair. In my case, the faulty drum has been successfully replaced and the wash cycle now works but a new fault has developed whereby my fuse box is tripped as soon as I try to use the tumble dry cycle. I am not impressed and extremely annoyed and disillusioned.