Pacifica - Houghton le Spring

Chris S.

So far, we have had the most appauling time with Pacifica. When their call centre staff aren't trying to hang up on you, they are delighting in informing you they can't send engineers to attend to REMEDY THEIR OWN ERRORS until a week later.

Their engineers have now visited three times. During the first visit the engineer opened the machine door, put it on a cycle for two mins, declared the machine operable, and left. We tried to explain the machine stoped shortly after starting, but he said he didn't have time to wait.

The second visit, the engineer said the machine probably just needs replacing but said he would have to order spare parts anyway, and left.

Today (6 weeks after this all began), and engineers spent 40 mins fitting new parts to the machine, then left telling all was sorted. Upon running the machine as soon as he left, the machine tripped the fuse board, constantly. We unplugged it and rang the help desk to ask him to return immediately and fix the problem, but obviously that would mean a new appointment and further week's wait. Coming home from work today, a few hours after the call, the kitchen was also flooded. So in fixing the machine today, our engineer has caused two, serious, new failings.

To top it off, he's not put the machine together correctly, and he's damaged the machine.

Zero empathy, zero urgency, zero stars, if I could. This is about the worst situation you can find yourself in with a machine under warranty, and they seem to know it.

Jasleen K.

my washing machine was left with new damages everytime the engineer visited and now have been without a machine for almost a month, they have agreed to repair my machine again and have given me a very long repair date. Please be careful with this company as they don't care how long you have no appliance at all . The company take no responsibility for the own errors and show no empathy. you could go months without an appliance and they don't care, do not commit to any of there monthly services.
My whole laundry room was flooded and damages to the skirting board and their is also a damp smell now.

Mark H.

Awful, awful experience - still ongoing 5 weeks after the appliance fault. AVOID using if at all possible. Engineer re-fitted the dishwasher so badly it buckled the door which also wouldn't open properly. Now sits proud of the kitchen furniture which is NOT how he found it and several screws left hanging out. Came to fix the appliance after waiting 5 WEEKS, and after 4 cancelled appointments, and then no-one remotely interested in fixing the mess he's left behind.

No urgency, no respect. Customer service awful, and even LG are pretty useless themselves.

Deborah S.

Totally dissatisfied after first engineer has damaged the unit the washing machine fits in - kitchen was only fitted 6 months ago. We have rung 3 times each time being assured someone would be in touch - still waiting for a call. We will be logging a complaint and will be logging one with aeg who use them as subcontractors.

Stuart S.

The whole process was easy and stress free, from the initial call to report the breakdown to the final repair today. Our repair was carried out by Dylan. He was very polite and professional and kept us updated with the issues and what he was doing. He worked very tidily with no mess and sorted the problem very quickly. We were extremely happy with the service and now have a fully working dishwasher.

Philip C.

Today your engineer (Ben) attended our house to repair our oven. To say we're happy is an understatement. He turned up on time, in a clean company uniform to say where he came from, was friendly, reassuring, put covers on the floor before he lay his tool bag down and repaired the oven. All throughout he had a smile on his face and absolutely nothing was too much trouble.
We certainly can't rate your company highly enough.

PHILIP W.

Dan Hurst was very thorough checking for leaks, testing for earth conductivity and being a very pleasant engineer. Informative when asked pertinent questions regarding if the washing machine was safe and okay to use.

Matthew O.

Gavin Fairbanks (4392) completed an excellent visit today, to realign the main over door on my new range cooker (noticed the defect on first use, that it was not aligned correct in manufacture). Gavin is clearly very experienced in his profession, demonstrated with how effectively and precisely he managed to rectify the issue. Gavin was professional and courteous throughout his visit and from the way he completed the repair, takes great pride in the service he delivers to his customers. I would have no hesitation in recommend him to anyone who needs their appliance repaired. 5* service.