ACL Domestic Appliance Repairs Limited -Samsung Service Centre

Contacted Samsung to replace a broken lower right hand hinge assembly for a fridge freezer on the 16th May 2023. I then received a text from ACL Ltd within 30 mins stating they had tried to contact me - please call 0337720300, this should have raised an alarm because there had been no attempt. I explained to Harriet of ACL Ltd that as a retired Appliance Electrician I knew exactly which self-closing hinge assembly was required to effect the repair, but she insisted their business model only worked on the attendance of their appliance operative coming to site to identify the repair for £132.00 up front. I questioned if they could obtain the hinge assembly as 4HouseSpares and E-spares could not when I had contacted them. Response- YES - So I paid the £132. Operative called- found lower right hinge assembly broken- ordered and paid £13.54. Called back with top hinge bracket! Ordered lower assembly again paid an additional £24.19 Called back with lower hinge bracket - does not work as only half the hinge assembly . Harriet then told me - can't get hinge assembly but can order whole door for £220.51 making a total outlay of £390.24 to replace a single broken hinge assembly that's an inordinate amount of money. So, I decline the latest quotation of £220.51 As no repair effected requested £169.73 returned. No return of money not even a 'SORRY' E-mailed Samsung and they responded saying they were sorry and raising the complaint internally. Beware of ACL Ltd . . . . . .

Samsung sent an engineer from this company to repair my washing machine under warranty. The engineer completely relied on an app for diagnostics and did not check the machine was washing properly under load. He did not listen to the issues I was having and left saying no fault found. I replaced the machine with a Bosch costing me £464 and only had the Samsung for 6 months. The Bosch has no faults at all washing the same clothes, towels and bedding loaded by myself. I am a highly qualified mechanical engineer and the service I received was of a very poor standard with not adequate mechanical inspection and pre meditated assumption of fault due to loading which was clearly not the case. I even showed the engineer a sensible half loaded cycle with only towels in the machine and the excessive off centre oscillation which he relied was obvious the way I was loading. That statement making no sense at as I had followed all the manufacturers instructions and have had washing machines for 15 years in my homes without any issues before.

Brilliant service I was offered sooner appointments. All staff were polite and helpful. Repairman was brilliant left house clean and tidy. Was a quick easy process and a follow up call to make sure I was happy was an added bonus

Great service. New Beko freezer with ice forming around the top of the door seal. Called to arrange a convenient appointment day. Engineer called on the day to give a 3hr time slot. Arrived on time was polite friendly & after an inspection knew exactly what the problem was & explained it to me. Fixed on the spot. Really good to know there is still excellent customer service out there. Well done! Highly recommended. Very happy customer.

I was contacted when promised and my repair date confirmed. The engineer also contacted me as promised on the day to let me know when he was on the way so that I could be at home ready for him. He arrived on time, was very polite, friendly and respectful. He knew exactly what the problem was with my fridge and sorted it all out in about twenty minutes. Perfect service all round! :-) Thank you very much. Based on this experience I would not hesitate in recommending ACL at all. Keep up the good work guys!

ACL repaired my machine the response was second to none. Phone call. Booking appointment. Correspondence and delivery of service all went very well. The engineer was polite and efficient. The machine is fixed and running like new. I would certainly use this company again and would highly recommend.

Engineer came within days of repair being needed . Very polite and diagnosed the problem . Needed new part . The repair was completed the following week . Really pleased with the service . The engineer was polite and friendly too .

Once ACL had confirmation from Samsung to go ahead with the repair the service was very quick at all stages from booking the appointment to the engineer. The engineer needed to call 3 times and was polite, clean and quick. Would highly recommend.

Top of the range Samsung washing machine developed fault after one year. Samsung made it as difficult as possible to get the repair visit arranged, but technician was great. Fixed one problem, but another developed next day. Second visit was to replace the door seal that Samsung deemed necessary even though it didn't need replacing. Second problem was also fixed, but the original problem returned after a few days. After failing to call me by calling from a withheld number, ACL closed the repair ticket without verifying that the problem had been fixed and told me I'd have to go back to Samsung again to get it reopened. I did contact Samsung and was advised that ACL would be getting in touch to arrange another visit, but that was a week ago and I've heard nothing. This is a farcical system that appears to be optimised to maximise user frustration and reinforce Samsung's reputation for poor customer service. I won't make the mistake of buying Samsung again.

A thoroughly professional service was provided throughout the whole process. The engineer was exceptional with his communication and repair skills. I am extremely happy with the whole experience, well done and thank you.