Dbeltd Opiniões 

Peter from DBE was fitting a LAMONA Genuine Spare Parts on our Fridge-Freezer, and noticed a few serious issues with our newly fitted kitchen. Peter also fixed and replaced all issues he could find, additionally to fitting, as stated above.

Absolutely amazing customer service and always exceeding expectations . . .
Thanks for all your help Peter..

Extremely disappointing experience with DBE Repairs

My experience with DBE Repairs has been incredibly frustrating from start to finish.

They attended to repair my AEG oven, which had developed an intermittent fault while still under warranty. The initial engineer attended on 29th April and diagnosed the issue as the control panel. This was ordered and fitted on 15th May.

However, following this repair the oven was left in a worse position than before. It was no longer usable because it was unable to complete the setup process. It later became clear that further coding/serialisation was required, something that should have been identified as part of the repair process.

The first engineer who attended was very unhelpful throughout the visits. On arrival at the first visit, one of the first comments made was asking whether I had cats, followed by stating he was allergic and that they would need to be kept away from him. The attitude throughout both visits came across as if he did not want to be there.

During the second visit, he had another engineer with him who appeared to be doing much of the work, including communication and carrying equipment. Following the repair, it became apparent that the issue had not been resolved correctly.

When another engineer attended on 5th June, he immediately identified that the oven required coding/serialisation and that it needed someone with the correct equipment. During this visit, he contacted the original engineer by phone to discuss the repair. I could hear the original engineer respond with comments including “for f*** sake” and saying that he had never done this type of repair before. The engineer who attended then had to explain the requirements regarding the coding process.

The oven was eventually removed on 11th June for further work and returned on 18th June, leaving me without a usable oven for a significant period.

I raised a formal complaint with DBE because of the delays, the repair handling, the communication and the overall experience. However, I had to chase for a response. The final response I received focused mainly on the fact that the repair was complicated and that they had replied to emails, rather than acknowledging the impact this had or taking responsibility for the failures in the repair process.

The most disappointing part is that this could have been resolved much sooner if the repair had been correctly diagnosed and handled from the beginning. Instead, I was left without a working appliance, repeatedly chasing updates and being passed through a lengthy repair process.

I would not recommend DBE Repairs based on my experience. A difficult repair can happen, but the difference is how a company handles it. In this case, the communication, ownership and overall customer experience were extremely disappointing.