Corporate Support Solutions - Chester-le-Street

Susan Pluthero

I agree with the other reviewers. This is a rubbish company. I first reported my washing machine fault on 26/2/2018. An engineer eventually arrived on 20/3/2018 (I could use the machine on cold wash at this time). It took 5 weeks to get the part, fitted on 23/04/2018. The engineer said he had never worked on a Miele before. “They never go wrong”. The next day the machine showed an error code - “turn off stopcock” when the machine was full of towels. A second engineer arrived on 24/4 who said the first one had fitted it wrongly and caused a leak (the first engineer couldn’t return as apparently he had left the company the day before!). No. 2 engineer said he would order the parts (no.1 had broken the corner of the fascia while getting it apart). When I contacted them on 15th May they told me that the part had been ordered on 9th May - 2 weeks after the engineer visited - delay due to needing authorisation! The woman I was talking to could only repeat that the engineer would call when the part came in. It is now 18th May and I have now been without a working washing machine for 3 weeks and have to keep visiting my son to use his machine. I would give minus 5 if I could - it’s now nearly 3 months since my original contact.

Buster Crabb

been waiting 2 months for a washing machine repair with no sign of resolution to the problem and no mention of a replacement machine as per agreement. Call centre always promise an engineer will phone back but never do. It has cost us a lot renting a replacement machine. We faxed a letter of complaint to the Managing Director before Christmas and have received no reply. Don't touch this Company with a barge pole as they never communicate with you !
since writing this managed to get hold of engineer who says he has yet another part for our machine and hopefully will call tommorrow so keep our fingers crossed. Of course no call from CSS to inform us of this.

Kris Juncker

I purchased an AEG L12843VIT washer/dryer through Nottingham’s Bunny Appliance Warehouse Ltd, now Appliance City, on 6 September 2010. Along with the appliance, I purchased extended coverage with a warranty for 5 years through Corporate Support Solutions. The salesman at Bunny Appliance Warehouse had encouraged me to apply for the coverage (for this and a refrigerator that is also covered by CSS which, fortunately, has been fine) because, as a foreigner now living in the United Kingdom, the coverage would provide a support network in case there were difficulties.

However, in the past two months, I have found that CSS is non-communicative; I have had to repeatedly call customer service in order to obtain any updates which have largely involved no or minimal progress on the repair. Please allow me to document the timeline.

On 27 December 2011, I called CSS with the current problem with the appliance. The drum was not turning. CSS arranged an appointment with a service man for Wednesday, 4 January.

On 4 January 2012, the service man indicated that the repair would require extensive parts and manual labor, but he was to let CSS know and that the company would make a decision regarding the process.

On 6 January 2012, I called CSS to find out the company’s conclusions. I was told that the parts department needed time to do research and that I would receive a call when they made any determinations and could offer me a timeline.

On 20 January 2012, I called CSS. I was told that the company was STILL researching the parts for the machine (note purchased in late 2010 and still for sale through major appliance stores). Again I was told that I was told that the parts department needed time to do research and I would receive a phonecall shortly with a timeline.

On 3 February 2012, I called CSS as I had not received any updates. I was told that CSS had located the parts that week and that it would take two to four weeks to receive said items. Officially, this is four weeks after the initial service call in order to locate the necessary parts. At that time I asked to speak with the Customer Care representative’s manager or be given names of representatives to whom I could write in order to obtain better correspondence regarding this matter. I was told that it is against CSS policy for Customer Care phone calls to be transferred to management. Furthermore I was informed that I should contact the CSS complaints department—again no managing officer name provided—with my issues.

Today is 17 February 2012. I have not received any updates from CSS. Further, as a full-time working professional, a mother of a 20-month old child, and without any family here in the UK, I have had to carve out an enormous amount of time out of my schedule to address this issue. Please also understand that this includes a large amount of expense of time and finance to take my laundry out to a Laundromat each week and accomplish what I had originally paid for the service contract to keep me on a reasonable schedule.

As you can see, this timeline is lengthy. I am particularly wary of CSS as it stands now because as a woman and a foreigner calling customer service, I believe that I am not being treated with respect. At this point, the £269.00 for the extended warranty really has cost me more in time than anyone can afford. I believe that I would have been able to do this research on my own in better time and with more effect.

Lucy Richardson

This company is not even worth one star. I have worked out it would be cheaper to buy a new washing machine than wait for them over 2 weeks to come out and mend the machine. They will not put you in touch with anyone in charge of customer services either. Even their engineers advise against using them saying they will not recommend them.

Clifford Owen

25.6.15: Having given my cousin my mother’s television after she went into a home, I wrote to CS Solutions asking for the transfer of the warranty cover for the remainder of the original five years. I enclosed a legally certified copy of the deed of my Power of Attorney (POA) for my mother, and therefore of legal validity itself, requesting its early return unmarked.

Despite (1) a phone call (3.8.15), in which I was told that they didn’t send written confimation and that it was not easy for other teams to follow up what the relevant team might have done with the document, -- no apology, no offer to make an effort to try to find it -- (2) a letter (26.8.15) in which I said, "Over five weeks after my original request all I could discover was that for whatever reason the certified copy had vanished into some kind of Bermuda Triangle that operates in your office, though of course your staff member did not describe it as that", and (3) a letter (7.11.15) to the three directors, one of whom was also the company secretary, I still haven’t had the POA back.

As the directors are evidently so sure of themselves, they will doubtless be glad to have the quality of their, and their company’s, performance made known to a wider audience.

Even one star is too generous. It’s a pity there’s isn’t a facility for awarding minus-stars.

danielle barnes

The product i took the extended warranty out with this company has broke. i called a MONTH ago which every member of staff i spoke to wasn't any help and clearly read off the screen like a robot or speak over you repeating the same answer. The staff are rude and honestly do not care. I am still waiting for it to be fixed therefore i can not cook as it is a microwave oven that grills and ovens so i can only boil and fry. Also i asked is there a certain time a product should be fixed within, there answer wads no they can basically take s long as they like.

I should have saved the money and called a local person to fix it as it would have been quicker.
Save yourself the money, time and stress and avoid this company.

Gail Henderson

All I can say is it is absolutely dreadful service totally agree with the other reviews almost impossible to get a repair done. No communication. Phone calls on morning of repair saying they haven't got the part really annoying when you have had to take a days holiday to wait in for them. This is the worst service I have ever experienced from any company avoid them like the plague. Don't even deserve 1 star.