Last year, umming and ahhing about an ice machine from Aldi. By the time I had decided I wanted one, sold out!! Of course, by then I was determined so, on 11th August 2022, bought one from a company called Nisbets, via Amazon. Bit more expensive at around £105 but it's been doing sterling service. Then, just before we went away, it wouldn't work. Just after switching it on, the red warning light for 'ice basket full' would come on when, of course, there was no ice at all in it!! It had a 12 month guarantee.
Fully expecting the usual battle, phoned customer service Monday morning 24th July. Usual 'press 1 for etc.' then 'we are working towards your call', then the inevitable 'muzak'!! However, after only a minute or two, I was told if I pressed '5', I could leave a message and someone would call me back, which I did. As I put the phone down, I said to swmbo I wondered how many days it would be before someone called, if indeed they called at all! 5 minutes later, phone rang - It was Ann from Nisbets customer service!! Blimey!!
Ann wanted the order number, product number etc., which, fortunately, I had. She then said she would just check they had more in stock, which they did. She told me that she would dispatch a new one immediatley and I should dispose of the broken one responsibily! I would get a confirmatory email. Note, at this stage, she hadn't even asked what was wrong with the old one! Double 'blimey'!
I asked if she wanted to know and she said that was her last question! Only so they could log the fault against the product to see if they got multiple complaints of a similar nature, in which case they would light a rocket under the manufacturer!! Email arrived 30 seconds after hanging up!!
Long story short (by my standards!!), new machine arrived at stated time on Tuesday 25th July!! Can you believe it - I couldn't, and told them so!! Nisbets essentially a wholesale supplier to the catering trade etc., but they do so much more and individual customers are welcome too. I told them that if they supplied anything that we wanted in the future, we wouldn't go anywhere else! Restored my faith, partly anyway, in UK Plc!! So rare to get this sort of service these days!