So far I have to say that I'm really not happy with the service I have received from Wallace's. When I phoned to schedule the initial call-out, they had nothing available until the following Monday, which was understandable, and the person I spoke with on the phone was helpful and courteous. Things kind of went downhill from there though. I was told an engineer would be with me on Monday morning between 9 and 1, so I arranged to be in the house. By 1 o'clock there was still no sign of the engineer and no one had been in contact with me. He eventually arrived at twenty past one, after I had already phoned the office to ask what was going on, and offered no apology for the fact I had waited in the house for over 4 hours for someone to turn up after the window I had been given.
He told me the pump on the washing machine needed to be replaced and that I should call the office to schedule the repair. I did so shortly after he left, and had to phone half a dozen times as the line was engaged and there is no answering service. When I spoke to someone in the office, I was told they needed to wait to hear back from the engineer first and would call me back. So I continued waiting in my house for her call, having already spent all morning and part of the afternoon waiting for the engineer. Almost three hours later I had heard nothing, so I called the office back at ten past four, only to get a message saying the office was closed, despite the opening hours on the website saying 9-5.
So today I phoned again to enquire, and found the person on the phone to be terse and unhelpful. Getting information about how the repair would progress was like pulling teeth. I understand that the part needs to be ordered and that they can't book an appointment until they have it - that's fair enough - but she wasn't very forthcoming about how long that might take, whether they would contact me, whether I should get back in touch with them. There was a sort of flippant attitude that "oh, we can probably get an engineer out around the end of the week", as though we can all just wait around indefinitely for washing machine repair people without having to organise time off work etc. I have not found them to be helpful or professional in their dealings with me. read more