North West Appliance Repairs Ltd -Samsung Service Centre

I was directed to NWAR by Samsung UK , after I reported my American style fridge freezer’s ice maker and dispenser had both stopped working. The initial engineer came round and did the usual test and reset that anyone could’ve found using google. He then advised I needed a whole new assembly. After a little wait for the part to come in (also more expensive that what I was originally told) a second engineer came in and replaced the parts. Still not working. The second engineer said he thought he saw damaged wires, would advise a new door instead and that he would suggest refunding the replacement parts as it hadn’t fixed the problem. I was then fobbed off and advised by Samsung they could give me 20% off a new appliance from their website. I tried speaking to NWAR and advised no refund on a repair that hasn’t worked. Don’t waste your time with them they clearly don’t seem interested and are quite happy to take your money and not tell you anything.

I have a Samsung bespoke jet vacuum that was gifted to me. Unfortunately the battery would not charge. I made numerous contacts by live chat, telephone and email with Samsung over quite a few weeks. Eventually they agreed that it was still under warranty. They said they would get their preferred appliance repairs to contact me. I ended up speaking to a charming young lady from North West Appliance Repairs on 24th July. She arranged for a box to be sent to me for the Tuesday. I was to pack the vacuum up and it would be collected on Wednesday 26th. It was collected as promised. The vacuum was couriered back to me and received today (3rd August). I have tried it out and the battery now charges and the vacuum works as it should. Thank you for your swift work. I have given full stars for value as I did not pay because it was paid by Samsung under warranty.

Following 3 failures on my Samsung Heatpump dryer and 4 x 45 mins calls to Samsung, I was directed to this third party contractor to undertake the repairs . Unfortunately awaiting to book the repair took 37 mins on hold , first visit by engineer was unable to resolve the matter and parts were required, again a further 40 min call to arrange the second visit, whilst the lady was very helpful the engineer damaged the units and shelf which had only been installed 2 weeks previously. Despite multiple emails and calls and clear proof of the damage caused by before and after pictures, a month later and I am still awaiting costs to cover the damage and have had no response to the last 3 emails sent to enquire about progress. Absolutely despicable service, I will resort to a legal intervention to resolve, it is totally unacceptable to enter clients homes and damage their property, acknowledge the damage and then ignore and become non responsive to resolve. Do not use this company.

Their services were commissioned by Samsung, when a vacuum cleaner developed a fault. It's done by sending the appliance to their service centre by courier. I received a box that was the wrong shape and size for my product. I called and was told 'We're not a box company' and had to cut and adapt the box myself. I do so and sent it off with the courier. The promised 7 to 10 days for repair and return went. After 21 days, I received an email to say the repair had been cancelled. After contacting Samsung support live chat - time consuming - a supervisor in turn contacted the service centre. I received more emails saying a box was going to be delivered to me so I could send the appliance to them. Of course, I had already sent it and was waiting for return - more contact with live chat - and I received emails saying it was on way back after repair. Almost a month after sending it away and lots of time on live chats, my cleaner arrived back. There was no paperwork with it, it was just packed in a box. I turned it on and the same problem exists. I once again will have to send it off for repair. Poor service.

Really poor service - After contacting Samsung I was directed to North West Appliance repair, my repair was booked in on 8/01/22, first visit from the engineer he was in the house for a maximum of sixty seconds didn’t even touch the machine but said he knew what was wrong and needed to order parts, despite me giving all the information over the phone and being told that he would come with the parts. Second visit engineer attempted a repair but was unsuccessful and left and said it could be another fault and they would be in touch, two weeks later I call for an update after hearing nothing (14/02/22) and was told they would contact the engineer and come back to me. I heard nothing for another two weeks so I called for an update on 28/02/22 and was told the engineer still hadn’t been in touch. When I complained they told me it would be different if the machine was still in warranty as Samsung would get involved, I advised that I was paying for the repair and service to which the adviser didn’t seem interested. To this day I still haven’t had any contact or an update. Really poor service - stay clear

My machine had an obvious mechanical problem, however, the repairman changed an electronic board and left.t I ran the machine after he left problem still the same. Contacted North West Appliance to get him back, this was not possible however, they rescheduled for a man named Chris to come on Saturday. No one came. I have just rang Northwest Appliances and they say it is in the hands of Samsung, and deny the Saturday appointment with Chris the engineer. This is shoddy customer relations and poor customer service.

Samsung fridge freezer was broke. Waited 3 weeks for an engineer to come out. Was told the condenser would need replacing. Waited a further 19 days for the engineer to fit the part and re-gas the fridge and shortly after he left there was a strong smell of gas coming from the fridge and the inside was not cold. Called North West Appliances who were useless and informed me the engineer said it was probably a blockage. I told them that the fault had possibly been misdiagnosed but they said there was no point sending out another engineer and they would ask Samsung to contact me to seek a resolution. After a few days I hadn’t heard from Samsung and called North West Appliances again who said there was nothing more they could do. I have wasted £108 for an engineer who did not fix the problem, had to survive 6 weeks without a fridge and with neither Samsung or North West Appliances offering any solution I have now had to pay over £1500 to buy a new fridge freezer.

Took initial payment for call out on Samsung washer dryer. Engineer attended and diagnosed problem. Returned with parts, replaced and left untested. The problem remained. Engineer number 2 came and diagnosed as different part. I was then charged for the incorrectly installed first part and invoiced £200 for the second lot of parts. The 2nd visit was then cancelled the day before. The service manager would not guarantee the parts would rectify the problem. A very poor service from the manager who displayed a 'try and test' attitude at my expense.