“Company were asked to mend broken grill and top oven on Smeg A42-5 dual fuel stove. Main oven was operational. Visit 1: inspected and ordered replacement grill element and selector switch. Visit 2: fitted new parts but stove tripped circuit breaker; ordered new thermostat. Visit 3: Fitted new thermostat. Problem not resolved; still tripping circuit breaker. Company suggested calling Smeg. Total spend £420; left with non-operating grill, top-oven and main oven and fitted but unused replacement parts.”
Verified by Staff
– Customer in Newcastle upon Tyne ( 1 ) 1 June 2018
Response from Appollo Gas Services Ltd:
On the initial visit the selector switch and the element were visibly faulty and needed replacing. There was no way to determine that the thermostat was faulty. Our engineer asked the customer if they wanted to spend any more on the repair, especially as the parts were special order and could not be returned. The customer thought about this for a week, after which time informed us that they would like to go ahead with the repair. After fitting the new thermostat, it was still tripping circuit breaker. Customer was advised that when the stat burned out it must have burned out the relay within the back of oven and did they really want to spend any more money on it as it would be uneconomical. The Customer asked our engineer to remove the new parts we fitted so they could sell them and they would go and buy a new cooker. We asked on two occasions if the customer really wanted to continue spending more money and they did. We are sorry that on this occasion that the customer is unhappy with our service.