Ian Black Limited

Thank you for your feedback. We appreciate and value all comments from our customers. All our charges are explained to customers and agreed prior to any work being carried out. The workshop charge was explained over the phone on initial enquiry, and again when you dropped your machine off. You agreed and paid the charge prior to your machine being inspected in the workshop. On inspection by our engineer in the workshop, in addition to the brew unit replacement, the drive motor and cam would need realignment. This is why your original brew unit failed. If you had continued with the repair, yes the initial charge is deducted from the total cost. The initial charge covers the workshop time, diagnosis, and experience of the engineer. This is non-refundable. The decision was made by yourself not to continue with the repair. Unfortunately the telephone line did cut off during your call with the engineer. We apologise for the inconvenience. You were however called back immediately. The price quoted was £254.38 +VAT, this includes parts and labour. The initial £80 workshop charge would be deducted from the total. As an alternative to repair, we quoted the price of a new equivalent Siemens Coffee machine. The model you stated from Argos is an end of line/old model and is no longer available from Siemens. We therefore could not supply, or price match this model. It is our regret that you are dissatisfied with our service.

Thank you for your feedback. We appreciate and value all comments from our customers. However, I feel compelled to address the claims you make. When you rang to request a service call, we advised when we would be able to attend and arranged a convenient time to which you agreed. When our engineer did attend, rather than “messing around”, he carefully checked your appliance and advised it required a wash pump, two hoses and door hinge brake ropes – far more than just “a new pipe”. As promised, we would have phoned the same day to advise on the cost of the parts, had you not pre-empted our call by contacting us. We did advise that some parts were out-of-stock, meaning that we had to caution they may take longer than normal to obtain. We are dependent on the manufacturer to supply parts in a timely manner. We did promise to try and obtain the parts quicker from another source. When the conversation turned to supplying a new dishwasher, we advised which models we had in stock for immediate installation. With regard to a leak, our engineer did not have need to touch the plumbing that you claim to be leaking, limiting himself instead to looking at the dishwasher in the adjacent unit. However, having been made aware of a leak by you, we promised to return and investigate without delay. I fail to understand how we have offered anything more. It is a matter of regret that you feel the need to post such a negative review, despite our best endeavours to repair your appliance.