Karcher Service & Repair - Dropped off in June 2020 and still waiting at start of November 2020
My Karcher Steam Cleaner SC2.500C machine had very little use, had been descaled and the boiler failed. Dropped off to Karcher for boiler replacement in June 2020. Advised by Karcher repairs now undertaken by another company in Melbourne and that repair would take around 4 weeks. Still waiting 4 months later.
Only after contacting the repairer was I advised I would have to pay their repair cost up front or they would scrap machine. Payment has been made and still no machine.
Poor service all round. I am seriously questioning the quality of Karcher products now.
Worst service I’ve ever encountered
Having purchased a machine 6 months ago I was never able to use it.
After 6 months of poor communication I finally got my refund after they phoned me to say I was being closed minded to the situation because I was annoyed it took 6 months to work something out.
There were times I was to pay an addition $90 service fee and and additional $190 for a missing part they assumed I lost although it never worked.
They kept using Covid as their reason for not responding to my emails ever, let alone in the time frames they set out. They feel having a 70% increase in sales is a reason to let their customers suffer and wait. If you speak with a Mary or Trudi you’ll get nowhere.
- Verified customer
Appalling customer service.
Ordered a replacement part from the online store on 5 January. It stated that the item would be posted within 3 - 8 days - nowhere did it say that the items were out of stock. In fact, it still says that it will ship within 3 - 8 business days even though they do not have any stock.
I still hadn't received anything by 22 January, so I wrote an email to cancel the order (if it hadn't already been sent) and request a refund as it was taking far too long to arrive. I got no response, so sent a messenger message (via Facebook) on 30 January and w...as told they would follow it up. I finally got an email (on the 3rd of February) to say that the item was out of stock and they would send it as soon as it arrived in the country - clearly they didn't read the second line of my email that requested a refund. After several more exchanges, including a telephone call they agreed to refund my money however I was told by them (KARCHER) that they couldn't initiate the refund - that I had to put a claim in through PayPal in order to get my money back. I have now had to escalate my claim to a dispute just to get a refund for something that they couldn't supply. The estimated time for resolution by PayPal is 22 February - all for $33. I will never deal with this company again and would not recommend their online store to anyone.
Im left speechless with their service
This brands after service and after care is deplorable!
My product is out of warranty and I posted it to them to have it assessed and for a quote to be given. Its been a month since they have the machine in their possession and I still dont know whats wrong with it! If I dont email for a follow up no one there does! Im at my wit ends! Please be aware when dealing with this company.
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