Gavin Roberts posted this on 2016-10-04 21:35:24
No, not at all happy. I was dubious as soon as i walked in. Even though this was the place the Phillips (for Saeco) preferred repairer, their office looked dirty, unorganized, and very unprofessional. When I came in, the receptionist did not even recognize me admittedly, as he was on the phone. Despite standing within a meter of him for more than 10 minutes, he still didn't pause for even 3 secs to say "I'll be with you in just a moment". The first thing this person asked me for was my credit card - they wanted $99 before they even spoke to me. When I had finally booked my coffee machine in for repair, she had no idea how long it would take, who would be in contact with me, or an approximate cost. She just said, "wait for a call". That was 15th August - it's now 4th Oct, and I still have no idea when or if my machine will ever be fixed. And if they come back to me now and say that it is repaired, how much it will cost and was it ever worth it.
My advice is, do not ever in you wildest dreams, ever, ever take your equipment into Newcastle Custom Electronics for repair. They are disorganized, under-resourced, un-professional, and have no idea about customer service.
The worst thing is, Phillips appointed this group as their preferred repairer - maybe the cheapest quote, but I don't know. When I high-lighted their inadequacy to their Customer Care Division, they were very polite and supportive, but totally useless in getting Newcastle Custom Electronics to do anything different to what they weren't doing already.
For those of you that have your items in repair with Newcastle Custom Electronics now, good luck. However, if you have had a similar experience to me, say something so they either lift their game or get shut down. Really, please - don't sit back, do something about it.