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.

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.

really happy with the service I received from ACL, from start to finish, appliance repaired on first visit

Initially I was pleased with the service - I booked a repair through Samsung and a few days later an ACL engineer came to my house to fix a faulty (brand new) microwave. However, the engineer quickly realised that he needed additional parts to fix the microwave and so left, advising that ACL would contact me shortly for a return visit. Despite repeated attempts to call them and chasing via Samsung twice, I am still waiting for an update 4 weeks later. Contacting ACL seems to be impossible - even during the day I get their automated 'our office is closed at the moment, please call back between 9am and 5pm). I do note that Samsung are not much better - they simply generate another work order for ACL and tell me I will hear from ACL within 48 hours, which does not happen. Samsung need to be aware that they are making promises that their service suppliers cannot / do not meet.

Absolutely disgusting customer service, a staff member called Georgina totally messed up a job through Samsung that had been booked but she forgot to attach the job number, was unapologetic tried to make excuses and then told me I had to go back to Samsung and get it rebooked, I made a complaint to the manager Hazel who sent back the most unprofessional email back that I wouldn't expect from a Manager in response to a complaint basically calling me a liar even though I have proof of all emails, would never recommend this company and will be sharing my experience on every review platform possible!

The engineer arrived in the given time slot. He was extremely personable, helpful and professional. We would definitely recommend ACL on the basis of this visit.

Contacted ACL Domestic repairs in August of 2020 to carry out repairs to a Smeg dishwasher and then was told that we needed 2 rubber washers to repair the dishwasher but we had to wait for them to be delivered at a cost of over £70! we had to wait a couple of weeks then the fitter returned and replaced the washers and we had to pay another £81 for call out and now just 4 months down the line the same fault has returned but this tie we were told sorry the work is only guaranteed for 3 months so we have to pay another £81 call out fee! I'm not impressed total rip off company defiantly wouldn't recommend them to stay well clear.