Ph: 033656404
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I purchased a Philips pasta maker from Smith City back in August 2016, it worked as it intended and service our family well.
In April 2018, we discover that when the machine finishes with mixing the flour and water, but it could not push the pasta through the mode.
At that point it was still within 2 years warranty period. We rang Philips helpline, they refer me to Saxon for… repair.
A couple of weeks later, I received a call from Saxon, telling me that the cause of the issue was the top cover broken. And it was not covered by the warranty so I need to pay for the part and labour cost.
I don’t recall the cover was broken when I sent the machine for repair, and if the cover was broken it would have completed stop the fixing process for safety reason. But I was very eager to have it fixed so I agreed to this repair strategy. In the hindsight I should not have agreed to that.
After over 3 months long wait, I got a call from Saxon that the pasta maker has been fixed, and I picked it up on Friday 3rd August.
It came to our complete disappointment that the maker has not been fixed at all, the exact same problem still showing.
I thought this was possibly something wrong with the way I operate the marker, so I got my neighbor to read the instruction and use their flour, to see if they can make it work, but they failed too!
Then I brought the maker back to the shop the very next day.
I received a call from the technician Phil on 8th August 2018, telling me there’s nothing wrong with the machine, and its ready to be picked up again, then I went to the shop just after 1PM.
Phil insist on the machine was fine, all I need to do is to follow the exact instruction, and use the measure cups for water and flour as they marked.
I asked him to show me the process in the shop, he refused for start but agreed to do it after I kept pushing for it.
The office ladies watched the whole process with great interest, Phil prepared the water and flour, but as everyone watching, the maker could not push the pasta out – like I always claimed!
Phil was puzzled to see that, he first thought there was something wrong with my flour because the mix was very dry. Then he claimed I needed to add more water than the measure cup, he even said to the office lady that he added about 1.5 times of what the measure cup size when he tested the day before! I was really angry at that point, as
1. I shouldn’t need to experimenting on how much more water I need to add, and I have always followed the instruction in the past with no issue;
2. He only just told me to follow the exact instruction!
I asked Phil to do a second run, this time he brought the flour from the shop and he added 180ml of water, which is double of that the standard amount of water for one cup of flour.
The machine managed to push the pasta through, and Phil was very pleased, he told me I should start use the maker with double the amount of the water going forward.
But as the machine keep going, the pasta starts to mix together on the plate as they are very sticky! The office ladies were shocked, saying “you can’t cook this!”
At last, Phil concluded that we need to send it back to Philips.
I think the technician was very unprofessional throughout the whole experience. In my opinion, he has been making up stories as he went. I don’t trust a word he says, and the top cover was not the problem in the first place. God know how long we have to wait for the “further assessment” by Philips, as I completed lost my confidence with Saxon team.
I wrote a complaint letter to the management on 08/08, and I still haven't heard any reply from them.
Phone number
033656404
Physical address
383 Wilsons Road
Waltham
Christchurch 8002
Categories we service
Appliance Repair Services
Areas we service
Christchurch City, Christchurch Area
Communication: 0% | Quality: 0% | Reliability: 0% | Value: 0%