Discontinued parts but still being sold/Very poor service
I have a Smeg Classic Aesthetic Island Rangehood that has been servicing me well over the years till last week when it suddenly made a pop sound and flipped a switch in my electrical circuit board. Upon turning it back on, the lights for the rangehood came on but the exhaust fan stopped working.
I called Smeg's WA servicing company - Metropolitan Appliance Service and described the details at length. We had the service booked in last Saturday. A technician came on site had a quick look at it and advised that he’s going to order the parts in ...first before doing anything about it – there is a chance he may not need the parts at all but would like to have them when he opens it up in case they are needed so it won’t be a waste of time. It was a total of less than 10 minutes but he said he will charge a call-out fee ($143) and the next time he returns to fix it, the fee wouldn’t be charged again and it would just be his time and parts. He did also advised that it is better if we get another handyman to help bring it down before/when he returns because it is a 2-man job to unscrew the rangehood and bring it down and if he bring another person in, their fees would be expensive: $15 for every 10 minutes. I received a call from Metropolitan Appliance Service’ Service & Parts Department a couple of days later whom advised that the 2 parts (one being a circuit board) that they were going to order for this rangehood have been discontinued and they can’t get it from their suppliers anymore so my rangehood can’t be fixed. On hindsight, full detailed description were provided when the service was booked so the parts could’ve been ordered before attending onsite because the technician just looked at it without lifting a finger and said to want all parts available before he does anything; I chose to approach a national authorized repair company even at a slight premium in fees thinking that if anyone were to fix the job without any hassle, it’ll be them; I called out a handyman to come take the rangehood down since that was what the technician asked for (comment made even by the handyman was its’ surprising how a repair technician can’t do the job instead) and it’s sitting in my kitchen floor before I even received the call back that pretty much say they can’t do anything about it so now I’m stuck with a faulty rangehood and a hole in my ceiling. If the parts are no longer being made, why is the same Smeg Rangehood still being sold in the market? I have also sent an email to Steve Cullen - the National Service and Spare Parts Manager for Smeg Australia to inquire about this to no avail/response thus far.
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