- Verified customer
Frustrating and expensive
Arpan sounds like he is great but we did not get Arpan. We got Ed. We told them when booking that the fan on our oven was not working. We told them the make. They did not ask the model. Ed came and was there for 10 minutes, opened the oven door, turned it on -- and "diagnosed" that, yes, the fan motor was not working. Well surprise surprise! They billed my wife $141.10 for that, charged as a "service" (despite no servicing was done). We had not asked for a "service" but for the fan to be fixed. They did not fix it. The website says they carry ...common parts and if they have to return they don't charge an additional call out fee. They did not carry this very common part which I see from the internet costs about $36, nor telephone us to ask the model before they came. Having departed the scene, they then "estimated" (not quoted) by text message, $293 to fix (on top of the $141), with no breakdown of the cost, which at that cost I would think must have included a further call out fee. When I questioned it the response was sniffy, but was told we would not be charged an additional call out fee - as per the notification. But when I sought confirmation by text, by asking for a credit off the next $293, that was denied. So that is, about $257 labour, plus $141.10 plus the part. So that is $398 labour all up for a very basic job. We did not engage them to come back as we would rather pay someone who does not have that business model. The practice of dropping around to tell you what you already know and have already told them, at $141 per pop, is just an easy fund raiser at the customer's expense. We were suckered. I give them one star, but would give negative if it were an option.
Terrible customer service
Booked a call for repair our Miele dishwasher that would not start and was displaying an F24 fault code that relates to heater relay fault. Technician arrived late and did not introduce himself. He recorded the details of the dishwasher and turned it on and it ran without any fault code, he commented that the relay sometimes sticks, did some more diagnosis on his computer and announced we needed a new pressure switch. No explanation as to why the dishwasher was running with no fault codes or why a relay fault code was really a pressure switch fault. Said he would text a quote to replace the pressure switch which we received six days later. Dishwasher is working fine I have no confidence in the fault diagnosis. Would not recommend them.
The fridge section of our fridge /freezer stopped cooling. I called master appliances who sent out a technician. He opened the inside fridge cover and snapped of one of the tabs,dismissing that “oh that’s ok you dont need that anyway” . He then diagnosed the problem and said a part needed to be ordered. The next visit was two weeks later when on top of the part we had to pay for the job to be done. The new part was installed . Two hours after I checked the fridge and saw that the fridge was still not cooling. The technician had not tested that ...the fridge was in fact starting to cool after he supposedly completed the job. I called him and said the fridge is not cooling and he informed me to wait 2 to 3 hours , by which time it was 4.30pm and that if it does not cool to call the “office” in the morning ! I called the office to complain about the service and was told someone could only come in a week. No back up service for when things like this happen, the client is just put on the waiting list again. It was one week away from Christmas and not possible for me to wait so I called another technician who immediately tested the fridge and saw that the new part had in fact not been tested or turned on . I am now trying to get a refund but the company has not answered one of my emails. I would never recommend this company.
Very disappointing and waste of time and money
I called and gave exact detail to the booking team detailing the code fault with my dishwasher, they would not let me discuss first with the tech. The technician came and charged $141 to pull the plug out and told me to plug it in after 24 hrs to see if it would work. I did not receive a diagnosis/quote for one week and the quote to repair my Miele would have cost me more than 2 new dishwashers. What a con.
Samsung French door Hinge
Had a french door hinge broken which needed replacement. I informed them of the model number and the broken part and the tech rocks up to confirm that it is indeed broken and then tell me sorry they have to order the part . They then quote me another crazy price to get the job done. Poor form and will not call or recommend them.
The oven has broken down 3 times booked a service for the 3rd time they said around 1230pm after many phone calls it happened at 5pm what a waste of a day and who pays the money I lost waiting for the service ?
Frustrating experience: No response to calls or emails.
The site articulates "prompt call out" and "friendly service". I did not receive either one. Instead, I never received a response to my email, voice message and when I finally did get in touch I was told "seeing you got through now, what's the issue". Frustrating and disappointing experience.
Disappointed with service
Paid for initial visit to repair Samsung washing machine.
Technician came with a part which did not work. They don't have the required part.
Wasted $170 and ten days.
Worst Trade Service
Booked oven service online and had no follow up call. Service technician came without spare parts with him. Scheduled another day for service so I cancelled and got another company.
Worst Trade/Client experience EVER!!
Was HUNG UP ON twice!
Despite not having ANYONE who could answer a SIMPLE QUESTION (which I never got a chance to ask) Miss ‘Congeniality’ (aka receptionist) decided New clients weren’t welcome!!
terrible phone service.
I was trying to book a repair service for my oven, the lady was very rude on the phone and even laughed when I asked if there’s a call out fee and when I asked her to hold the line for a sec as I discussed with my partner she refused to wait and asked me to call back when I’m ready.
Have had efficient tech service from Peter at Masters.Phoned 14/8 to request a call re a cycle on a new dishwasher installed by Masters(was unable to contact manufacturer).Woman yelled so rudely down the line.
Sadly Never again
Not able to fix - robbery on a broad day light
Never never never book for a technician here.
I was charged $170 for nothing as my machine was not fixed coz he can't unscrew some parts of the washing machine. He suspected that the pump is defective and it will cost me $600 plus and sounded not even sure. I might as well buy a new machine. This is a freaking robbery on a broad day light.
Rude and expensive
Very rude receptionist, unfriendly, unhelpful and arrogant. not really interested in what I had to say, and when I persisted she hung up on me!! Ridiculous call out fee and service charges too.
Not A SMEG authorised service
I booked Master Appliance Service because I thought that they were an authorised SMEG service organisation. They are not. The service technician had no experience with my oven - he went away to research it and rebooked - they then cancelled on the day of the appointment. When I rang SMEG they told me that Master Appliance Service were not authorised service agents. If you Google 'SMEG Service Sydney' they pop up and their site uses SMEG logo in the 'book a service' page.
I'm sorry for the inconvenience of my phone call!
I had read a couple of reviews about the receptionist and can confirm the shocking service over the phone. I was trying to explain the situation with my oven not working and asked her a question when she abruptly said "I'm trying to get there". She listed her cost re call out fees and when I told her my location she basically nosed laughed at me and told me I'm well outside their area and I'd better get on the phones and start ringing around. I live 15 minutes from Dural for gods sake - not the moon. Good chat. All the best
Rude receptionist couldn't get rid of me quickly enough
Wow. Just wow. I called seeking assistance to help me determine if it would be worthwhile to repair or simply purchase another dishwasher. The person answering the phone gave me her prices a bit too abruptly. I tried to explain that we spent quite a bit on it a few years ago, it was still under warranty but the repair required would not be covered under warranty as someone had fallen on the open door. Well, I got about halfway through this information when she cut in and said, "Well, it's under warranty." I then tried to tell her we were seekin...g assistance in making a Repair or Buy decision. We needed their help, with the very real possibility of giving them business. She immediately mistranslated that as me trying to seek a free diagnosis over the phone, saying they didn't do phone diagnoses. I just wanted help in making the decision, and they could have had my business if she had been nicer, given me the benefit of the doubt and not been so rude. Before I knew it, she said: Can I leave that will you? while I was actually speaking. A mechanic or computer repairer can give you a ballpark figure over the phone, so why can't they? She could have explained their position on such things in a much more nice manner and I would have been okay with that. But she didn't. Do yourself a favour. Don't compromise your self-respect by ringing this company and having a rude person talk to you. If the person that answered the phone today is suffering from some illness, then I am genuinely sorry for her. However, she should be getting treatment or care, not spreading ill will and likely affecting her company's success by treating people like this. I would have been prepared to pay up to $800 to get this $1700 machine fixed. Not now and not ever through this company. A bit of kindness would have gone a long way.
Rude service, job not carried out
I booked via phone, was given a time window of 12.30pm-5pm and was told the technician would call 30 minutes before arriving. The technician called at 11.15am when I was in a meeting. I texted that I couldn't talk. He texted back that if I didn't respond in 10 minutes the booking was canceled. I didn't see this text until after the meeting when I rang the technician back and left a message (he was on the phone) saying I did not feel it was fair that the booking was canceled. He called me back and berated me for leaving this message and when I t...ried to explain that I was in a meeting, timed to allow for the afternoon to be free, he told me to shut up and hung up. When I called the office they said their computer was having problems and they would call me back immediately but they did not. I am assuming the booking is still canceled and am seeking another service company. The whole thing was most distressing.
Appalling Rude Receptionist
Most possibly the rudest arrogant receptionist, Michelle. After querying the cost of the call out, which as a potential customer I’m within my rights to do so, I was rather arrogantly, rudely and smugly
told that I could go somewhere else. When I protested I was hung up on. I then called back and asked to speak to a manager.... apparently she is? So I asked to speak to an owner and I was again hung up on. Extremely poor, and if that’s how you run your business I’d be glad to pay someone polite twice as much for a call out. Save your time and go somewhere where the support staff actually have manners.
Really bad experience
The attitude of the reception is really bad and arrogant,She didn’t even wait for me for finishing my question and just hang up my phone after I request the quote. Worst experience ever!strongly not recommend!
Questions & Answers
My electric ceramic cooktop wont switch on . The wall oven which is on the same circuit is working fine..
I would like to know your rates to fix this issue. I live in Colyton 2760.
Master Appliance Service
Please contact our customer service on0284454000 or via our website masterappliances.com.au who will advise our current rates and availability for your area.
Are you aware that there's a company in Perth, Western Australia called Premium Appliance Repair who have linked your good reviews to their website? They appear to be trading off your good reputation. I almost wrote your company a bad review when I clicked on the review section of their website and was mis-directed to write about your company.
Sorry, I am just a customer of Master Appliance Service so I will pass this message onto them. Thank you.
Who is the manager of the Revesby office and how do I contact that person? I have left a message with the receptionist without a response.
Still waiting for a response. My experience with this company has been disgraceful.
The so called technician scratched my bench top, bent a jet on my stove then blamed me. He then crimped the gas hose and refused to replace it. He stormed out abusing me as I was questioning why I had to pay for a replacement hose. I checked the price of a hose, $15.00.
2) I rang the office, after explaining my concerns and asking for the manager, I requested a call back, I’m still waiting, she then rudely hung up the phone.
So after paying over $600.00 I have a stove working at 80%.
To top this off we received a letter asking for payment otherwise they would remove their parts.
Regretfully we had already paid their invoice, once again rude person on the phone hung up, no apologies for threatening to remove the parts. Just another stuff up by this company.
DO NOT USE THEM!
Russell Morris was inducted in to the ARIA hall of fame. Not for writing this review I would guess.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.